Why am I am having trouble getting online with my wireless device?

Before reading this article, try our self-service troubleshooting tool.

With so many wireless devices available, it is difficult for us to troubleshoot them all online. But, here are a few things to consider when a wireless device is having trouble connecting to the Internet.

1. First, make sure the WiFi light is blinking on the front of your modem. If it is not lit, press and hold the WiFi button on the front of the modem until it is lit. This could take up to 15 seconds.
2. If your WiFi light is lit, but the wireless device still is not connecting to the Internet, you will next want to check the connectivity of this device.
   • If you have more than one wireless device, can the other devices access the Internet?
   • If you have another device hard-wired to the modem, can it get online?
   • If you are able to plug the troubled device into the modem, does it get online once hardwired?
   If the answer to any of these questions is yes, it is likely an issue with your particular device. One of the most common reasons we see is that the wireless has been disabled on the device. On laptops, almost all newer models have buttons or toggles that allow you to quickly disable your wireless signal, sometimes call “airplane mode”. If you know where this is at, try pushing this button/toggle to reactivate the wireless connectivity. In other devices such as tablets, gaming systems and smart phones, you may need to go into the settings to see if wireless is activated.
3. Finally, check your wireless broadcast name. When you are on your wireless device searching for an available network, you should see the name assigned to your home/business network (often your last name). If you see COMTREND or TPLink as an available option, you will need to contact our office for assistance; your modem has been set back to factory settings.

DO NOT poke the factory reset pinhole at the back of your modem. While we may not be able to help with every device, we encourage you to call our office for assistance. You can also contact technical support for your particular device directly; many have online forums and FAQs that help with the most common problems.

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