ATTU-verseCare's profile
Community Support

Community Support


6.7K Messages

Monday, February 16th, 2015 7:13 PM

Troubleshoot your Wi-Fi Connections

How to troubleshoot your Wi-Fi Connections


*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

Accepted Solution

Official Solution

Community Support


6.7K Messages

9 years ago


 Troubleshoot your Wi-Fi Connection


Prior to starting the wireless troubleshooting steps, make sure any computers that are hard-wired to your router or modem are able to surf the net.


If there's no internet connection, follow the steps for troubleshooting your Wired AT&T High Speed Internet connection.


If those computers can surf but only wireless devices cannot, follow the steps shown below:


  • Step 1 – Verify the wireless light is lit on your modem/router. If the wireless light is not lit on your AT&T modem/router the wireless feature may be disabled.


*Note: Follow the steps in the Find your Wireless Network Name article to surf in to your modem to verify the wireless option is turned on. If the wireless option is already enabled, proceed to the next step. If the wireless feature is disabled (off), click the drop down arrow to enable it and attempt to connect and surf from your wireless device again.


  • Step 2 - Check your wireless settings on your device. Make sure that your wireless settings are correct and the wireless switch is turned to “ON” in your device.


*Note: If unsure of how to turn on the wireless switch (adapter) on your device, refer to your device manufacturer's manual for instructions, and review our tips for connecting devices to your home network.


  • Step 3 - Check your wireless signal. Verify you are connected to the correct Wireless Network Name (SSID). If your wireless signal is intermittently dropping, turn off and restart your router or modem. To avoid low signal strength and maximize you wireless network performance, follow these steps:
  1. Place your Wi-Fi modem/router in a central location in your home.
  2. Set up your Wi-Fi modem/router at least three feet away from other appliances that send wireless signals (e.g., microwave ovens, cordless telephones, baby monitors).
  3. Avoid physical barriers. Don't place the Wi-Fi modem/router directly against a wall or within a cabinet that will possible block the path of your wireless signal.
  4. If the intermittent signal problem persists, there could be a problem with your computer's wireless adapter requiring replacement.


  • Step 4 - Shut down your computer. Turn off your computer and wait 30 seconds before turning it back on. It's important to occasionally reboot your computer to ensure top performance. 
  • Step 5 - Check your browser settings


  1. Clear your browser cookies and cache, as this will free up space on your computer or mobile device and permit more temporary storage of Web content.
  2. Check your browser settings to ensure there are no proxies set that could impact your ability to browse or check email. Your browser's support site can instruct you on how to do so. 
  • Step 6 - Check your firewall. Make sure you're only running one firewall. In addition, you may want to disable your firewall temporarily to determine if the firewall is the cause of your problem. 
  • Step 7 - Check for spyware or viruses. Viruses and spyware can deplete your computer's system resources. Infected computers may generate network traffic without your knowledge causing slow or non-existent Web browsing speeds.


Be proactive, and run your anti-virus and anti-spyware software regularly.


Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.