Troubleshooting Internet Connection
Having difficulties connecting to the internet? See possible reasons below and follow these quick tips to regain connectivity.
Please note: If some devices are connected but others are not, then this is most likely a device issue. If none of your devices are connecting, then the problem most likely lies with the modem.
1. Ensure Bill Payments are updated
If your account is disconnected due to non-payment the internet speeds are reduced to 512kbps.
To pay your bill visit the below locations:
- Visit any of the Digicel Dealer Stores (Pay by cash, debit/credit card or LINX card).
- Click here for other payment options
2. Did you know video (short introduction on Wi-Fi):
- Wi-Fi is actually short for Wireless Fidelity.
- Wi-Fi uses radio frequencies to send signals between different devices.
- Our modems offer 2 Wi-Fi signals - a 2.4G and a 5G.
- Other electronics (especially microwaves) can disrupt your wireless connection.
- Building materials can obstruct your Wi-Fi signal.
3. Wi-Fi Coverage: click here for a short video on Wi-Fi coverage
4. Device capability:
What are the 2.4 and 5GHz Wi-Fi bands?
- The 2.4G band offers a longer range in terms of coverage, however data is transmitted at a slower rate.
- The 5G band has a much shorter range so there's less coverage, but it sends data faster than the 2.4G.
- On your modem, there are two Wi-Fi names for example Digicel_WiFi_abc (the 2.4G) and Digicel_WiFi_abc_5G (the 5G).
- Not all devices can access the 5G Wi-Fi band - older model devices can only support the frequency band of the 2.4G.
- There is no specified range in terms of meters as each home is different.
5. Physical Interference:
- Certain materials can obstruct your Wi-Fi signal.
- These include metal, brick, concrete and wood.
- Concrete is one of the worst building materials for wireless signals to pass through according to "Electromagnetic Signal Attenuation in Construction Materials", NIST Construction Automation Program Report No. 3 from the National Institute of Standards and Technology.
6. Wi-Fi / Radio Frequency Interference:
- Interference can occur with your Wi-Fi network.
- For example, with the 2.4G Wi-Fi you can get interference from a microwave oven because they operate on the same frequency as the 2.4G.
- Whereas for the 5G Wi-Fi, you can get interference from radars and even satellites.
- Your Wi-Fi experience can be faster or slower because of the interference from these other devices.
- This occurs especially in crowded environments such as an apartment building or MDUs.
- The modems use one of the two Wi-Fi frequency bands for signal: 2.4GHz or 5GHz.
- Within these Wi-Fi frequency bands, we have smaller bands which are called Wi-Fi channels. A Wi-Fi channel is the medium through which our wireless networks can send and receive data. The 2.4 GHz band has 11 channels and the 5 GHz band has 45 channels.
- The reason that certain channels aren't the best choice to use is because they have interference. Channel interference occurs when devices from overlapping channels are trying to talk over each other. Channels that have interference from other devices are considered to be 'crowded'. The time it takes to transmit data is increased and you are left waiting for your Internet request to be made. The channels with the most interference are those that overlap with each other.
- The more wireless signals there are in your area on the same frequency or channel as yours, there will be more congestion which can harm the performance of your Wi-Fi network.
- For example - imagine being at a party - there's music, and a lot of people all talking at the same. They start speaking louder for their peers to hear the conversation, and in turn you have to speak louder for your peers to hear you. It becomes very difficult for everyone to communicate - this is very similar to Wi-Fi congestion as all the signals must battle to communicate effectively.
What can I do to improve my Wi-Fi experience?
A strong Wi-Fi signal doesn't mean you have a faster fibre speed. Sometimes, you may need more bandwidth to enhance your overall Fibre experience (not just the Wi-Fi). The more devices you connect to the Internet; the more bandwidth you will need as they all share the bandwidth especially if you use the Internet heavily such as for gaming.
Take control of your Wi-Fi:
Log in to the modem and you will have many options to improve your home Wi-Fi network for example:
Open a browser on any device that's connected to your Wi-Fi.
Default credentials are:
*If you need assistance with resetting your password, click here
- See all of the devices connected to your Wi-Fi:
- Browse to Status -> User Device Information
- This will give you a list of all online (and offline) devices connected to your Wi-Fi.
- Decrease the number of devices you want connected to your Wi-Fi:
- Browse to WLAN -> 2.4G Basic Network Settings (or 5G Basic Network Settings) -> Change the number of Associated Devices
Perform Speed Test
This simple step ensures that you are receiving correct speeds. It is recommended that the speed test is done using an Ethernet cable (wired connection) to laptop or desktop, for a precise reading.
Visit https://www.speedtest.net/ perform speed test. Ensure the server is set to Digicel Chaguanas.
Restart Your Device
- This simple step often resolves minor issues relating to connectivity. You may also try shutting down the device completely and then waiting a few minutes before restarting.
- Also, if you are using Wi-Fi, disconnect manually from the Wi-Fi connection and reconnect. Ensure that your device is within a good range of the modem’s Wi-Fi.
Restart Your Modem
- You should reset your modem every 3 weeks. There are two resets you can perform - a soft reset (using a pin or toothpick, press the reset button on the modem once quickly) and a factory reset (using a pin or toothpick, press and hold the reset button on the modem for approx. 10 seconds). Use the power button/unplug the power outlet at the back of your modem to perform a restart. If you have an additional router or Wi-Fi extenders, restart, then wait one full minute before plugging the modem back in; wait for the lights on your modem to turn solid green. If you unplugged your router, plug it back in and wait for it to connect to the modem.
- Remember - the factory reset will clear off any configurations you may have made on your modem (such as changing Wi-Fi password).
Check the Cables
- Modem lights are still not coming on solid? Ensure all power cables and wires are firmly attached to the correct ports. Also ensure no damages have been made to the cables.
Upgrade with a Smart Wi-Fi solution
- Our Smart Wi-Fi solution can help boost your overall Wi-Fi experience - eliminating dead zones, and improving the quality of your Home Wi-Fi network.
- Click here for more details