My internet is down – troubleshooting help.

Having problems with your Internet? Follow these simple steps to check your connection.

Step 1: Check Your Equipment

Look for the plain white box and the yellow cable with green ends that connect your Nokia router to the box. Make sure that all cables are plugged in firmly and securely.

Step 2: Unplug and Replug

Try unplugging the yellow cable from both the plain white box and the Nokia router, and then plugging it back in. This will ensure that the cable is securely connected.

If the "Power" light is off, do the same with the power cable and make sure the socket it is connected to is working.

Step 3: Check the Lights on the Nokia Router

Look at the labels and lights on your Nokia router.

Power

This light should be on and solid.

If the power light is off, ensure the cable is plugged in correctly, and that the socket is working. Press the power button on the Nokia router around the back to ensure it hasn't been switched off.

LINK & AUTH

This light should be on and solid.

Ensure that the yellow cable is connected securely and firmly on both the Nokia router and the plain white box on the other end of it. Unplug and reconnect it if having issues to ensure it is connected securely.

LAN1 - LAN4

These lights should be on if you have a device connected to the corresponding ports on the back of the router. 

Investigate the connected device and the cable itself if the lights are not on.

WLAN 2.4G - WAN 5G

These lights should be on and flashing.

If not, confirm they haven't been turned off when logging into the router, and press the "WLAN" switch near the power button, as this button can turn the WiFi on and off.

Internet

This light should be on and flashing.

If not, ensure the yellow cable is connected securely and firmly on both the Nokia router and the plain white box on the other end of it. Unplug and reconnect it if having issues to ensure it is connected securely.

Step 4: Restart your router

Try rebooting the router itself. 

To do this you should turn the router off, either by turning power off at the plug socket, or by pressing the power button on the back of the router, then turn it back on by either method after around 30 seconds have passed.

Step 5: Try Other Devices

If you're still having trouble after performing the above steps, try connecting to the WiFi with other devices as sometimes the issue will be related to one specific device.

Need assistance?

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Connection FAQs.

Will WiFi cover my whole house/premises?

Our engineers will position routers in your property to give you the maximum possible coverage. For the most part, in a standard residential property your router should give you good coverage throughout. But if you’ve got thick walls, or a very large property there may be spots where the signal is weaker. If it turns out your signal needs boosting, our technical support team can help you with our Full-On WiFi options.

What speeds should I expect over Wi-Fi?

When using Wi-Fi, it's important to understand that you may not achieve your full internet bandwidth. Even under ideal conditions with no interference and close proximity to the router, Wi-Fi speeds will be lower compared to a wired Ethernet connection. This is normal and expected. Several factors affect Wi-Fi speeds, including:

  • Wi-Fi protocol: Most devices use Wi-Fi 5, but newer devices may support Wi-Fi 6, which offers faster speeds (although it may come at a higher cost).
  • Frequency: Wi-Fi over 5GHz can reach speeds of around 600Mbps (Wi-Fi 6 or otherwise), while Wi-Fi over 2.4GHz has a maximum speed of 150Mbps (but is often lower). However, these speeds can vary depending on factors specific to your property.
  • Wired connection: For the maximum speed of your fiber connection to a single device, it is highly recommended to connect directly to the router using an Ethernet (RJ45) cable capable of 1Gbps speeds.

You can test your speed using the Nokia app or using the Speedtest by Ookla.

How can I improve my WiFi speeds?

Here are some tips to improve your Wi-Fi speed:

  • Change your wireless channel: If your Wi-Fi channel is crowded with other devices, it can slow down your connection. Many devices which don’t even use Wi-Fi still emit radio signals in the same bands (2.4 GHz or 5 GHz) as your Wi-Fi router and could be interfering with your Internet experience, slowing or disrupting your connection. You can change the channel by turning off your router for a few seconds, then turning it back on. Wait for a few minutes for the router to fully restart and try connecting again.
  • Optimize router placement: The location of your router plays a significant role in Wi-Fi signal strength. Keep it out in the open, elevated with at least 30cm of space around it. Avoid placing it in cabinets, on the floor, or behind objects that can obstruct the signal. Additionally, keep it away from other wireless devices and electrical appliances whenever possible. 
  • Connect directly into the Ethernet ports: Connect to the ports labeled LAN 1 – 4 on the back of the router, and running a speedtest that way as this can rule out if it’s the fibre line or the WiFi signal that is the culprit causing your experienced slow speeds.
  • Test another device: Test another device to see if the issue is not device specific. 
  • Extend your Wi-Fi signal: If you have areas with weak or no Wi-Fi coverage, consider using a Wi-Fi Mesh system to extend the signal range and improve coverage throughout your home.
How can I check my connection status?

Using the Nokia App, Tap Check on the Network health check card in the home screen. The app checks the network health and displays the health status. One of the following messages are displayed:

  • Network is healthy: WiFi points and devices are stable and home coverage is good. No action is needed.
  • Extend network coverage: Some devices are not receiving a good WiFi connection. To extend the network coverage, tap Tip details and follow the suggested tips to improve the network coverage.
  • Improve Wi-Fi point stability: The connection of the WiFi point is unstable. Try to place the extender WiFi point closer to the route device. Tap Test location to test the location of your WiFi point and follow the steps.
  • Improve the connection of a device: The device has an unstable connection. You can resolve this issue by; changing the position of your WiFi point, or moving the device closer to a WiFi point
  • Improve the network topology: The WiFi points in your network may not be connected to each other in a way that works well with Nokia WiFi. For more information on supported topologies, tap More Info and check the help centre page for the supported network topology.