We use cookies to improve your experience on this website. Read More Allow Cookies

How to troubleshoot your internet connection

How to troubleshoot your internet connection

Wednesday 28 June 2017

troubleshoot internet connection

You just sat down on the couch with your glass of wine but all you get is a black screen instead of your favourite show on Netflix? You checked all the cables and turned your router off and on again but your internet is still down? We have some quick tips on how to troubleshoot your internet connection and get you back into the online world:

Perform a ping test

Check to see if you’re able to connect to the online world by performing a ping test. When you ping a website, data packets are sent to the target site. If your test is successful, you’ll see how long it took to receive the packets in milliseconds.

In Windows 10, open the command prompt by typing ‘cmd’ in the search box next to the start menu and type ‘ping’ followed by a URL.
On a Mac, open the Terminal located in the Utilities folder inside the Applications folder and type ‘ping’ followed by a URL. If the test fails, repeat it a couple of times with different URLs.

Still no connection? Move on to your router to see if that might be the problem.

Check the status of your router

If you haven’t done so already, check the router’s LED status indicators. If none of the lights are flashing at you, disconnect the router and plug it in again after a few minutes. There are several reasons why your router isn’t restarting. It could be a failed power adapter, a faulty power strip or it could have overheated. In this case you can contact your broadband provider about a replacement of your old device. Most providers offer this service free of charge now.

If the LED lights on your router are on but your internet connection is still on strike, try changing to a different channel. To send and receive data, your router uses certain frequencies or channels. Some channels can become crowded as they overlap and your neighbours might be using the same channel as you. Channels 1, 6 and 11 don’t interfere with each other and you can try if changing to these makes a difference.

  1. To change to a different channel, go to the admin panel of your router, which you’ll find by entering the IP address of your router into your browser. You can find the IP address printed on your device.
  2. Login with the admin password and username that you’ll also find printed on the router.
  3. Under settings, select the channel you want to switch to.

If that doesn’t work for you, you can also scan for firmware updates in the admin panel. A simple update might do the trick for you.

Check for Firewall Malfunctions and Viruses

Another reason why you’re still unable to connect, could be your firewall or a virus. Two different firewalls sometimes clash, for example, Windows Firewall and a third-party product. Both might start to malfunction after an upgrade or when you install the third-party product for the first time. Instead of preventing the unwanted traffic from coming in, it will also block your normal web traffic.

Viruses may disable or block a computer’s network interfaces from working properly. Scan your computer for malware and remove it if you find any. Disconnect and reconnect to your network or restart your computer if necessary.

Contact your broadband provider

If you still can’t connect to the internet, it’s time to contact your internet service provider. Before you call your provider, you can check on social media if they’re experiencing an outage. If not, contacting your provider for support is your best option.

Switch providers

If you’re experiencing many connection failures or slow speeds, you can also try our broadband speed test. It will show you download and upload speeds as well as which providers your neighbours are using and the speeds they get. It's easy! Find the fastest provider in your area, compare broadband bundles and switch:

Get Speed Test Results