Troubleshoot your WiFi issues

What can affect my signal?

As your WiFi signal uses radio waves, there are a host of factors that can impact the signal, these include (but are not limited to):

Location and Obstructions

The modem should be placed out in the open as centrally as possible within the premises to provide a more even signal to all areas. For some larger premises, a signal modem may not have enough power to service the entire building. In these cases, Homeplugs offer a tidy solution for extending your WiFi signal throughout the premises.

When radio waves have to pass through solid objects the signal will degrade. The more dense or thick a material is – concrete walls are denser than plasterboard partition walls for instance – the more the signal degrades. Try to keep the modem out in the open and avoid putting it in a cupboard or utility room if possible.

Location Dos and Don'ts


  • Ensure the modem is located in the open, preferably at table height
  • Move the modem away from large metal objects
  • Move any other electronic devices away from the modem
  • Use Homeplugs(link) to extend the signal around large premises


  • Place the modem inside an entertainment unit, cabinet or utility room with thick walls
  • Place the modem on the floor or on top of tall object such as a bookshelf or refrigerator
  • Have a cordless phone next to or on top of the modem
  • Place the modem at one end of the premises as it will reduce the signal quality on the opposite side of the premises


Some common devices can interfere with your WiFi signal, these include (but are not limited to):

  • Cordless phones
  • Microwaves
  • Baby monitors
  • Wireless video senders

Many of these devices operate on the same band of frequencies as the WiFi signal, so the closer they are to the modem the more likely they are to interfere with the WiFi.

Reset WiFi settings

If you wish to restore your modem's WiFi settings to the default Network Name and Password, this can be acheived by factory resetting the modem.

The process for this varies depending on the modem you are using:

For other eir modems, see here

If you are using a third party WiFi router, please refer to the manfacturers documentation.

Note: Resetting your modem to the default settings will also undo any Parental Control changes you may have made

General Troubleshooting Steps

If you're having WiFi issues, start with the basics:

Can you see any WiFi networks in range? If not, ensure wireless is enabled on your device.

Restart your modem and follow step 1-5 below:

  1. Turn off the modem using the On/Off switch
  2. Unplug the power source on your modem
  3. Wait 30 seconds and plug it back in
  4. Wait 2 minutes for your modem to restart
  5. The DSL light should be solid and the internet light should be flashing
  • Restart the device you are having issues with
  • Check that the WiFi light on the modem is on/flashing. If the WiFi light is off, the WiFi is disabled, this can be re-enabled by holding down the WiFi/Wireless button on the modem (located on the side or rear of the modem) for 10 seconds or until the WiFi light comes back on
  • 'Forget' your wireless network on the device you are having issues with and join the network again from scratch (see your devices manual for how to acheive this)

Follow our Optimisation tips below

WiFi optimisation - top tips video

1. Create some space

Keep your modem out in the open
Position it up off the floor, in the centre of your house, to maximise your coverage
Make sure it’s not hidden away in closed cabinets, behind bookcases or other pieces of furniture
Also did you know if you turn your modem 90 degrees horizontally it can boost the signal!

2. Location, Location, Location

The further your signal has to travel the slower it will become
Limit any obstacles that may block the wireless signal between your modem and device
For the best connection, we recommend you stay within 40 feet of your modem

Appliances like cordless phones, baby monitors, microwaves, house alarms, and Bluetooth devices can slow down your signal
If your house has internal concrete walls or foil backed installation your WiFi signal will find it difficult to pass through (Homeplugs can help)

Under floor heating or fish tanks can affect your WiFi speed, as WiFi doesn’t travel well through water so make sure to keep your modem away from them

3. Check all devices

The more devices you have the slower your WiFi can become, as your signal is split between them all.
Did you know that your WiFi is limited by the slowest device?
Older devices can slow down the connection of newer ones to their own speed.
If you're having WiFi issues always check a second device to see if it is also affected as some devices have weaker wireless recieveres than others

4. Protect your WiFi

Make sure to keep your WiFi password safe, this prevents unwanted users accessing your connection and slowing down your speeds

5. Find the right frequency

If you want your connection to give you the best range then you need to understand the bands available to you
2.4Ghz vs. 5Ghz

2.4Ghz is the most common and most older devices will operate on this band, it is busier than 5Ghz, as there are more connected devices.

It proves better coverage than 5Ghz , as it travels through obstacles more effectively
5Ghz will provide faster speeds at closer range, most newer devices will have a 5Ghz option

We hope these top tips help you maximise your connection speeds.

If your still having issues please chat to our Technical support team.