Having Trouble With Your Internet or Wi-Fi? (Wi-Fi 101)
Log in for more personalized support.
If you have blinking red lights on your router, see this article for more troubleshooting steps.
If you stream or download, check out this article for tips to improve performance.
It’s important to identify potential issues that may be causing your Wi-Fi to be slow and intermittent. Here are some simple suggestions to consider when you run into issues with your Wi-Fi:
- Are there other electronic devices near your router?
- Provide at least 3’ of separation from other electronics and appliances for less interference.
- How is your router connected to the power source? Is it connected to a power-strip, directly to the wall outlet, a battery back-up unit, a GFCI outlet…?
- Plug your router directly to a non-GFCI wall outlet to help isolate potential power issues.
- Where is the router located in home? Is it in the basement, a cabinet, on the floor…?
- Place the router in an open space so it can stay cool. Be sure to keep the router elevated off the ground.
You may need to Factory Reset your router after making changes to the environment. Find out more information on How to Restart and Factory Reset your Router here.
If still having issues after arranging your router environment, you may need to run a Speed Test to determine whether the issue is with your wireless environment or your equipment connection.
- It’s common to assume that your Wi-Fi and Wired (Ethernet) speeds would be equal, but because wired connections are less prone to interference, the wired speeds will always be the more stable and reliable internet connection.
This test measures the speed between your computer and the internet and can help determine if you should take steps to improve performance.
Test your internet speed with only one wired device connected to your router to establish the baseline internet speed. Is the speed test result in line with your subscribed service?
- If yes, then test the speed with only 1 device connected to the router wirelessly (Wi-Fi). If there is a big difference, then wireless connection is the issue. Proceed to section 3.
- If no, and your hard wired is either as slow as the wireless connection, or isn’t in line with your subscribed service, then you can proceed to login to the myAT&T app to further diagnose the issue using the Fix it now! Support tools.
Go here for more information about How to check your Internet Speed or Visit att.com/speedtest to run your speed test today. For more information about internet latency, check out this article on Understanding Ping and Traceroute
After going through resets/speed test, and Wi-Fi has been identified as the issue, you may want to consider changing your Wi-Fi channel. Get more information on How to change your wireless channel on an NVG and on a 2Wire/Pace gateway.
- Wi-Fi can be broadcasted on different channels and issues may occur when everyone is on or near the same channel. By changing the Wi-Fi channel you will help reduce the interference from other networks in range (e.g. neighbor’s Wi-Fi).
- You may need to do some trial and error to find a good Wi-Fi channel, since it depends on how congested a channel is and how much electromagnetic noise there is for the local area.
AT&T Customer Care
Need help with an account specific question? Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp