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Wi-Fi troubleshooting steps - No Internet/Connection

Community Manager

This article covers the troubleshooting steps to do if you can't connect your computer, smartphone, tablet or other Wi-Fi enabled devices to your modem's Wi-Fi (wireless) network.


To connect to a Wi-Fi network, your devices must have a wireless network adapter installed. Most modern laptops, tablets and smartphones will have a built-in adapter.


If you can’t connect your devices to your Wi-Fi network, there could be a few possible reasons causing this:


  1. Software or firmware problem


Troubleshooting steps:

  1. Turn off your router for about a minute and then turn it back on
  2. Restart your computer or device


If issue persists hard reset the router. This is done by putting a pen or pin in the reset hole in the back of the modem for 5 seconds. This will totally reset the router. Wifi settings will need to be put back in to the router.



























These steps sound simple, but your router, PC or device may have a software or firmware problem that a simple restart would fix.



  1. Out of Wi-Fi range


Troubleshooting steps:

  1. If your router has antennas, make sure that they are securely attached and are positioned upright.
  2. Check that your router isn't buried or blocked behind large objects that might cause the signal to degrade faster than it normally would. For best results, place your router out in the open so the signal can travel freely.
  3. If you’re still not getting the Wi-Fi range you'd like, consider moving your router to a more central location within your desired coverage area. 



  1. Wi-Fi disabled or turned off on your computer or device


Troubleshooting steps:

  1. Some laptops and devices have a physical switch or button to turn Wi-Fi on or off. Make sure that Wi-Fi is enabled on your device
  2. If you’re connecting your smartphones or tablets, you can usually enable Wi-Fi in your device settings, usually called “Wi-Fi”, “Connections” or similar.



  1. Wi-Fi broadcasting disabled in your router


Troubleshooting steps:

  1. Some routers and modems have a button or switch to quickly turn Wi-Fi on or off. Wi-Fi may have been switched off by accident.
  2. Look for the WLAN light on the modem make sure it is either has a solid or blinking light. If it doesnt press the WLAN button as per the below pic.Q3.JPG





If you’re connecting your smartphones or tablets, you can usually enable Wi-Fi in your device settings,usually called “Wi-Fi”, “Connections” or similar.  


  1. Unable to connect due to incorrect Wi-Fi password


Troubleshooting steps:

  1. For most TPG supplied routers, the Wi-Fi network name and password are printed at the back or the bottom of the router. Otherwise, you can check TPG Supportto find out how to access the Wi-Fi settings of your TPG router.
  2. If you’re using your own router, please visit the manufacturer’s website for support information.



  1. Wi-Fi signal interference


Troubleshooting steps:

  1. Most recent TPG supplied routers are dual band capable. Try connecting to your Wi-Fi network name that ends with ‘5G’. The ‘5G’ Wi-Fi network operates on 5 GHz signal that is likely to have less interference issue.
  2. Try to change to a different Wi-Fi channel on your router settings as other channels may have less interference. Please consult your modem’s user manual or check the manufacturer’s website for more information.


  1. No Internet connection


Troubleshooting steps:

  1. The reason you’re unable to get online may not be related to your Wi-Fi network. There could be other issues affecting your Internet connection.
  2. Try to connect your computer directly to your router or modem via an Ethernet cable.
  3. If there is still no Internet connectivity, then there may be an issue with your Internet connection. Check out TPG Support to troubleshoot Internet connectivity issues.


Hopefully you are able to connect to your Wi-Fi network by now, otherwise please contact our Technical Support on 13 14 23 (option 2).