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1. Power-cycle your phone, tablet, computer, etc. A simple resolution for connectivity issues is sometimes as simple as powering off your phone, computer, etc. then turning it back on. Also, streaming devices like Roku, Amazon Fire or even Smart TV’s that have installed apps for Netflix, YouTube, etc. sometimes need to be turned off and even disconnected from power for at least 15 seconds from time to time to resolve streaming issues. 

2. Power cycle but DO NOT RESET your router. If rebooting your devices doesn’t correct the problem, the next step is to reboot your router. Now by rebooting we do NOT mean pressing the button labeled “Reset”. We repeat, please DO NOT press the reset button— especially if you have a managed router from QCOL. While it seems like a logical step, this will likely make sure you won’t be able to connect. Resetting completely reconfigures your router to factory state, meaning your Wi-Fi SSID and password are completely removed. Unless you are familiar with configuring routers, setting it up again will be difficult and likely require the assistance of a technician. We suggest you call us if power cycling does not correct the issue. 

1. Check to make sure your router is properly powered on.

2. Some routers can toggle Wi-Fi on and off via a button. Most models of the TP-Link routers we offer, utilize this feature via pressing the WPS/Wi-Fi On/Off button on the back. If the 2.4Ghz and 5Ghz lights on the front/top of the router are not lit, try pressing and holding this button for 2 seconds to see if they come on. 

3. The router has been reset to default. You may see an unfamiliar network with TPLINK_0000, Netgear0000, etc. in the title in your device’s Wi-Fi settings. If this is the case, the router was likely reset to its default settings and will need re-configured with your SSID (Wi-Fi name) and Wi-Fi password.

1. Power-cycle your device and router as outlined above in “My device is not connecting to the Internet/Wi-Fi. What do I do first?

2. Check your computer/device for any malware/spyware/viruses.

3. Make note of any new or additional devices you have added to your network. More simultaneous connected devices will use more bandwidth and degrade performance. You may benefit from a more advanced router and/or an upgrade to our Advanced or Expert level of Internet service especially if you are currently on the Express level.

4. Confirm that your WiFi is secured with a strong passkey to prevent unauthorized use of your internet by neighbors.