What Can I Do for WiFi Issues?

Quick Links

Try This First
Five Tips To Improve Your Wi-Fi Signal
Have you moved your Wi-Fi access point to a new cable outlet?
Have you recently moved your device (PC, laptop, iPad, etc)?
Why does my Wi-Fi run slowly or lose connection?
Limit bandwidth intensive applications
Ensure firewalls are configured correctly
Check for Slow Devices
If all else fails, it may help to reboot

Try This First

Ensure there is power going to your Wi-Fi access point, modem and/or router. If you do not have a power outage, make sure the power cords for the devices are plugged into a functioning power outlet and that the outlet is not connected to a switch that might be turned off.
Check for disconnected wires. Make sure the ethernet cable connection to your modem (and the connection between your modem, router, or wireless access point if applicable) has not become loose or accidentally unplugged.
Ensure your Sparklight TV service is working. If you subscribe to Sparklight cable and both your Internet and TV services are not working, please call our 24/7 Technical Care Center for further assistance at (877) 570-0500.
Check for an internet outage at your service address on the Sparklight Outage Check page.
Run a speed test to help troubleshoot if the affected internet speed is within your home or due to external network and internet issues. Access the Sparklight authorized speed test through your Customer Portal. This tool will show your current download and upload speeds both within your community and across the internet.

Five Tips To Improve Your Wi-Fi Signal

Your Wi-Fi connection offers freedom and versatility. Good placement and appropriate settings are essential to its performance and to an enjoyable online experience.

Place the Wi-Fi Device Out In the Open
Don't position it in a closet, desk or crowded bookshelf. Walls, books and furniture are made of materials that can block some of the Wi-Fi signal. Line of sight is a good rule of thumb. The more you can see your modem, the better your Wi-Fi performance!
Off the Ground
Avoid placing your Wi-Fi device on the ground. Most Wi-Fi units are built to broadcast the signal slightly downward. Find an open spot on a shelf or counter with good visibility to the rest of your home. The higher the better.
>>TIP: Watch this short Sparklight video describing the best locations to place a Wi-Fi access point.
Away from Other Electronics
Other electronics can interfere with the signal. Avoid placing your modem near other electronics like microwaves, computers, stereos, and TVs. If your modem is behind your monitor, move it out into the open.
Slow Devices
Older Wi-Fi devices could slow down your whole network. Older devices use slower Wi-Fi transmission speeds and can slow down your network. If possible, try to replace older devices or disable their Wi-Fi connection. This will allow the best possible speed for the rest of your Internet-connected computers and devices.
Wi-Fi Extenders
Wi-Fi extenders use an existing signal, amplify it, and then re-transmit the boosted signal. This can extend the range of your Wi-Fi signal by placing extenders in parts of your home that are located far from your cable modem, have many walls for the signal to pass through or have weak signal strength in general.

Have you moved your Wi-Fi access point to a new cable outlet?

If you have moved your modem, router, or Wi-Fi access point to another location, move it back to the original installation cable (coaxial) outlet. Keep in mind that high-speed services are set up to work on the outlet in which they were originally installed. If you have relocated your equipment to another outlet, it may not work.

It is very important that you keep your modem in an open environment, clear of obstructions, and as close as possible to your device. It is also advisable to store your Wi-Fi access point at least ten feet away from copy machines, microwaves, and wireless phones, which can interfere with the wireless signal.

Have you recently moved your device (PC, laptop, iPad, etc)?

If the device is too far away from the wireless modem or router, this can cause a poor signal or a slow wireless connection. Move the device closer to the wireless access point to gain a stronger signal. Try to limit the number of walls between your computing device and wireless access point to 1 or 2 walls at most. Another option to consider is to install a Wi-Fi signal extender or mesh network (a newer and popular form of Wi-Fi signal extension technology).

Why does my Wi-Fi run slowly or lose connection?

Every single home has wireless interference. Interference sometimes originates from outside the home. This can cause issues maintaining a connection to the wireless network and can also affect the speed of the wireless connection. Wireless performance cannot be guaranteed due to the many variables in homes that can affect wireless connections.

If the computers connected with Ethernet are working well, but the Wi-Fi devices are not, then the issue may be wireless signal interference. While there are many variables that can cause this, there are some basic troubleshooting steps to improve the Wi-Fi signal:

Is the wireless signal traveling through walls?
Some walls cause interference more than others. For example, walls made of steel will cause significant interference, while walls containing plumbing or electrical wiring inside will cause some interference.
Are there other wireless technologies in the home?
Devices that utilize Radio Frequency (RF) can impact wireless signal in your home. Please make sure all devices that use wireless frequency, as well as radio frequency, are positioned away from the router as much as possible.
Which frequency is the router using?
In most cases, your Sparklight provided modem is dual-band, meaning your modem automatically switches between 2.4 GHz and 5 GHz. In general, most routers and wireless devices are using 2.4 GHz. If troubleshooting EMI is not producing results, try switching the network your device is connected to. If you have a dual-band modem provided by Sparklight, you should have two wireless networks you can connect to. Test your speeds on both networks to see which provides the strongest, fastest connection. Typically, the 5Ghz network will produce faster speeds closer to the modem. It is helpful to use when surrounded by other wireless networks. Keep in mind that the 5Ghz network's wifi range is shorter than the 2.4 GHz network, but is faster. Whereas the 2.4 GHz network is typically slightly slower but has a longer range.
What security standard should I be using for my home?
Devices manufactured after 2006 should be configured to use WPA2-AES. This is the most secure option. It uses WPA2, the latest Wi-Fi encryption standard, and the latest AES encryption protocol. On some devices, it will offer the options “WPA2” or “WPA2-PSK”. It is OK to choose either.

Limit bandwidth intensive applications

Do you use file-sharing apps, or have several household members who stream high-definition video or video games at the same time? Limit file-sharing programs like BitTorrent, which demand large amounts of data, and multiple data intensive streaming services like games and HD video, which can slow internet connection speeds for the rest of the household.

Ensure firewalls are configured correctly

Firewalls monitor all network traffic on your computer. A restrictive firewall can slow internet speeds. If you suspect a firewall is restricting internet access, resetting your firewall to its default settings is recommended to potentially improve Wi-Fi transmission speed.

Check for Slow Devices

Older Wi-Fi devices could slow down your whole network. Older devices use slower Wi-Fi transmission speeds and can slow down your network. If possible, try to replace older devices or disable their Wi-Fi connection. This will allow the best possible speed for the rest of your Internet-connected computers and devices.

If all else fails, it may help to reboot

Reboot your cable modem or phone modem:

This step usually is necessary to re-establish a connection after a recent issue. Instructions can be found here.
It is a healthy practice to occasionally reboot your cable modem to refresh its internet connection.

Reboot your router (if applicable):

After rebooting your cable modem in the step above, it may be necessary to also reboot the router. Unplug the power from the router for 5 seconds, and plug it back in. It should take about 30 seconds to reboot.

Reboot your computing device:

This step can resolve a wide variety of issues including re-establishing a connection to your internet service and installing new hardware and network drivers.