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WiFi Connectivity Troubleshooting

Troubleshoot your Internet WiFi connectivity issues with these handy suggestions.
 

I have no wireless connectivity to the Internet.

  • First, you need to figure out if your Internet service in general is working. Run an ethernet cable from your computer to the modem, and see if you can get online.
  • If you can’t get online, then we know the problem is with your internet service in general.
  • If you can get online, then we know the problem is with your wireless connection and not with the Internet service in general.
  • Here are some tips to troubleshooting your wireless connection for each of our WiFi capable modems:

Motorola SBG6580 Modem

  • Login to your WiFi modem interface by opening a web browser, like IE or Firefox, entering 192.168.0.1 in the address bar and press Enter on your keyboard. Once the login page loads, enter the username and password you were given when the modem was installed.
  • In your WiFi modem interface, go to the Basic page of the Wireless tab and ensure that Wireless is set to “Enabled”.
  • In the bottom-right corner of your screen, double-click the wireless networks icon to check your list of available wireless networks in range. Does your own wireless network name appear in the list?
  • If not, or if it does but you are unable to connect to it, it is possible that interference from other devices in your home may be preventing the connection.
  • Some sources of interference include: cordless phones, microwave ovens, baby monitors, etc. Move these devices away from the WiFi modem (to the other side of the room, or a different room entirely) and test your connection again.
  • On the Basic page of the Wireless tab of your WiFi modem interface try changing the Control Channel to a different number and test your connection again.
  • On the Basic page of the Wireless tab of your WiFi modem interface you can also try changing the frequency from 2.4Ghz to 5Ghz, or the bandwidth from 20 Mhz to 40 Mhz. Note, however, that some older wireless technologies (wireless-b and wireless-g) are unable to operate at those frequencies.
  • On the Primary Network page of the Wireless tab of your WiFi modem interface, you will see several different types of password encryptions you can try. WPA, WPA-PSK, WPA2, WPA2-PSK, and WEP. Try enabling each encryption method (see below for info on how), one by one, and testing your connection each time until you find the one that allows your computer to successfully connect to the wireless network
  • These encryption method are controlled by the WPA/WPA2 Encryption setting, which is a drop-down menu on that page. The two options to choose from are AES or TKIP+AES. WPA, WPA-PSK, WPA2 and WPA2-PSK encryption methods all require this setting to be set to “AES”. WEP requires the setting to be set to “TKIP+AES”
  • You can also try resetting the modem to factory default settings by pressing the pinhole reset button on the back of the modem and holding it for 15 seconds.
  • Need more help? Please contact us by calling 1-888-345-1111 or click the online chat button for further assistance.

Arris DG 1670A Modem

  • Login to your WiFi modem interface by opening a web browser, like IE or Firefox, entering 192.168.0.1 in the address bar and press Enter on your keyboard. Once the login page loads, enter the username: admin and password: password.
  • In your WiFi modem interface, go to the Basic Setup page of the Wireless tab and ensure that both Wireless 2.4 GHz and Wireless 5 GHz are both set to “Enabled”.
  • In the bottom-right corner of your screen, double-click the wireless networks icon to check your list of available wireless networks in range. Does your own wireless network name appear in the list?
  • If not, or if it does but you are unable to connect to it, it is possible that interference from other devices in your home may be preventing the connection.
  • Some sources of interference include: cordless phones, microwave ovens, baby monitors, etc. Move these devices away from the WiFi modem (to the other side of the room, or a different room entirely) and test your connection again.
  • On the Wireless 2.4 GHz or the Wireless 5 GHz sections of your WiFi modem interface ensure the Control Channel is set to Auto.
  • On the Wireless 2.4 GHz or the Wireless 5 GHz sections of your WiFi modem interface, you will see several different types of password encryptions you can try. The most compatible setting for password encryption is: AES + TKIP.
  • You can also try resetting the modem to factory default settings by pressing the pinhole reset button on the back of the modem and holding it for 15 seconds. (This will reset your SSID and password to the modem default values)
  • Need more help? Please contact us by calling 1-888-345-1111 or click the online chat button for further assistance.

Maestro WiFi Modem

  • Login to your WiFi modem interface by opening a web browser, like IE or Firefox, entering 192.168.0.1 in the address bar and press Enter on your keyboard. Once the login page loads, enter the username: admin and password: password.
  • In your WiFi modem interface, go to the Basic Setup page of the Wireless tab and ensure that Wireless 2.4 GHz is set to “Enabled”.
  • In the bottom-right corner of your screen, double-click the wireless networks icon to check your list of available wireless networks in range. Does your own wireless network name appear in the list?
  • If not, or if it does but you are unable to connect to it, it is possible that interference from other devices in your home may be preventing the connection.
  • Some sources of interference include: cordless phones, microwave ovens, baby monitors, etc. Move these devices away from the WiFi modem (to the other side of the room, or a different room entirely) and test your connection again.
  • On the Wireless section of your WiFi modem interface ensure the Control Channel is set to Auto.
  • Within the Wireless section you will see several different types of password encryptions you can try. The most compatible setting for password encryption is: AES + TKIP.
  • You can also try resetting the modem to factory default settings by pressing the pinhole reset button on the back of the modem and holding it for 15 seconds.  (This will reset your SSID and password to the modem default values)
  • Need more help? Please contact us by calling 1-888-345-1111 or click the online chat button for further assistance.