Help for the homebound
Troubleshooting tips help make sure your network is operating at its best
Tips for keeping your internet operating at optimal level amid self-quarantines.
If you’re stuck at home, the internet can make your social-distancing efforts almost tolerable. That is, until your internet isn’t working right. Slow, unreliable internet access is frustrating enough in normal times, but can become a serious impediment to work and play when you’re isolated. Some fixes may require the help of your provider, but there are things you can do for yourself before you reach out for tech support.
Home internet access has a lot of moving parts. Problems can be caused by issues with your internet service provider, the wiring in your neighborhood, the wiring in your home, your modem and router, the layout and construction of your home, even the other electronics you have at home.
Here are some troubleshooting tips for making sure your internet is performing at its best. Some important things you’ll need before we start:
The password for your Wi-Fi connection, the password that gets you into your router’s settings and a copy of the manual for your router, which you can download from the manufacturer’s website. (If you are using a modem supplied by your internet provider, you may be able to find a manual online, or you can request it from your provider.)
And before we dive into the details — unplug your internet equipment, let it sit for a minute, then plug it back in. Yes, turning it off and on really can solve many issues.
Know your speed
Knowledge is power. If you suspect you’ve got issues, make sure you know what internet speed you’re paying for, then test to ensure you’re getting it.
If you get a paper bill, it should indicate what tier of service you have. You can also sign into your account at your provider’s website to see what you should be getting.
Test your speed by going to Speedtest.net, preferably on a laptop or desktop computer that is close to your router if you’re using Wi-Fi. If you’re seeing dramatically slower speeds than you’re supposed to, or if the test stops and starts or times out, you know you’ve got problems.
You can use an Ethernet cable for a physical connection to test, but if you are paying for very fast service, it’s possible the cable you are using and the port on your device will be slower than Wi-Fi. Modern routers and devices can outrun some Ethernet connections.
What’s the frequency?
Most modern routers have at least two different radios in them for sending and receiving Wi-Fi signals. One operates at the 2.4 GHz frequency, the other at 5 GHz. The former is a slower connection, but can travel farther. The latter is faster and less prone to interference from other electronics such as baby monitors, microwave ovens or garage door openers.
If you have a relatively new router, it should automatically let 5 GHz-capable devices connect to that frequency. But sometimes this doesn’t happen, and your computer, smartphone or tablet joins with the slower 2.4 GHz signal instead.
You may be able to see the two frequencies from your router and manually connect to the right one, but sometimes the two are hidden and appear as one. Try turning off the Wi-Fi on your device, then turning it back on and see if it connects. If that doesn’t work, restart the router.
If neither get you on the right signal, check the router manual and see how to make the frequencies appear separately. You may be able to rename them so you can tell them apart.
By the way, I recommend that you buy and use your own router and modem if possible. This is easier to do with cable internet, such as Comcast, than with AT&T’s internet services, which often requires their equipment. I wrote a column about using your own modem and router with Comcast. You can read it at houstonchronicle.com/ yourrouter.
It will save you equipment rental fees, too! And when newer, better routers become available, upgrading is your call, not your ISPs.
Update your firmware
If you own your own router,
We got your back
Need help with your internet? Your smartphone giving you fits? Slow PC harshing your vibe? Technology editor Dwight Silverman will take your tech support questions via Facebook Live video at 7:00 p.m. Tuesday at facebook.com/houstonchronicle
and if you have not updated the software that controls it — known as firmware — in a while, you should do so. Newer routers now update themselves, but older ones require that you manually initiate the process.
I wrote a column about how to do this, and you can find it at houstonchronicle. com/routerfirmware.
Rearrange your world
Make sure your router is in a central location in your home, and that it is above large objects, such as file cabinets or big HDTVs.
One thing you may not be able to control: Older homes that are made of traditional plaster made with metal mesh is very unfriendly to Wi-Fi. And really big homes may require the use of Wi-Fi extenders that amplify signals from your router or a type of router system that uses satellite devices known as a mesh network.
If all else fails …
It’s time to call tech support. Before you do, make some notes about everything you have tried so far.