How to Troubleshoot Your WiFi Connection at Home

When Your Internet Stops Working, Do Not Panic

There is nothing more frustrating than sitting down to video call your family or check your email and finding that the internet is not working. Before you call your internet provider and wait on hold, there are several simple things you can try yourself. Most WiFi problems can be fixed in under 10 minutes. Let us walk through them together, one step at a time.

First, Check If the Problem Is Just One Device or All Devices

This simple question tells you a lot about what is wrong:

If only your phone or tablet cannot connect, the problem is likely with that specific device
If your phone, tablet, and computer all cannot connect, the problem is likely with your router or internet service

Try using a second device to check. If your phone will not load a webpage, try your tablet or computer. This helps you figure out where to focus.

Step 1: Restart Your Device

Yes, the classic advice really does work. Turning your device off and back on clears out many common glitches:

Hold down the power button on your phone, tablet, or computer
Choose Power Off or Shut Down
Wait about 30 seconds
Turn the device back on
Try connecting to WiFi again

Step 2: Restart Your Modem and Router

Your modem and router are the small boxes that bring internet into your home. They need a restart just like your phone does. Look for the boxes provided by your internet company (Bell, Rogers, Telus, Shaw, or others).

Find the power cable on the back of your modem and router
Unplug both devices from the wall outlet
Wait a full 60 seconds. This is important. The equipment needs time to fully reset.
Plug the modem back in first. Wait until its lights become steady (about 2 to 3 minutes).
Then plug the router back in. Wait another 2 to 3 minutes for its lights to stabilize.
Try using the internet on your device again.

Which box is which? The modem connects to the cable or phone line coming from the wall. The router sends the WiFi signal through your home. Some internet providers give you a single box that does both jobs. In that case, just restart the one box.

Step 3: Check That WiFi Is Turned On

It sounds simple, but sometimes WiFi gets accidentally turned off:

On iPhone or iPad: Swipe down from the top right corner and make sure the WiFi icon is highlighted blue
On Android: Swipe down from the top of the screen and check that WiFi is turned on
On Windows computer: Click the WiFi icon at the bottom right of your screen and make sure WiFi is on

Step 4: Forget and Rejoin Your WiFi Network

Sometimes your device gets confused about the WiFi password or connection. Forgetting the network and reconnecting often helps:

Go to your device Settings and tap WiFi
Find your home network name in the list
Tap the i icon or gear icon next to it
Tap Forget This Network
Go back to the WiFi list and tap your network name
Enter your WiFi password carefully and tap Join or Connect

If you cannot remember your WiFi password, it is often printed on a sticker on the back or bottom of your router.

Step 5: Move Closer to Your Router

WiFi signals get weaker the farther you are from the router. Walls, floors, and large appliances like refrigerators can also block the signal. Try standing in the same room as your router and see if your internet works better. If it does, you may need to move the router to a more central location in your home or consider a WiFi extender.

Step 6: Check for a Service Outage

Sometimes the problem is not in your home at all. Your internet provider may be experiencing an outage in your area. You can check this by:

Calling your provider and listening for an automated outage message
Visiting your provider website on a device using mobile data (not WiFi)
Checking the DownDetector.ca website to see if others are reporting problems with your provider

When to Call Your Internet Provider

If you have tried all the steps above and your internet still is not working, it is time to call for help. Here are the support numbers for major Canadian providers: