If one computer is failing to connect to the internet, but all other devices on your network appear to be working normally, here are a few things you can try to get the internet back up and running.

Run the internet troubleshooter

If you're using Windows, run the built-in troubleshooter program to see if your machine can run a diagnostic and fix the issue for you.

For Windows 10, click to Start > Settings > Update & Security > Troubleshoot and then select the troubleshooter for Internet Connections.

If you're still having trouble or you're on an older version of Windows, you can find other helpful tips on Microsoft's page for fixing Wi-Fi connection issues.

Apple Wi-Fi Troubleshooting Link

Clear your DNS cache

Clearing your DNS cache could solve issues with your internet connection.

The DNS cache is a digital log of all the websites you've visited, offering your browser a shortcut to quickly load web pages that you've visited in the past. But your cache can create technical issues if there's a glitch in the storage banks or if pop-up ads or online malware have inserted URLs into your cache uninvited.

Go to the Command Prompt by doing one of these things:

Option 1: Type cmd into the windows search bar

Option 2: Find the Command Prompt shortcut in the Windows System folder

Option 3: Type cmd into the Run window.

Once you're in the Command Prompt, type in "ipconfig /flushdns." Hit Enter. 

Then watch as the cache gets cleared.

Switch off your antivirus software

We recommend keeping antivirus software activated on your computer, however, misconfigured antivirus protections can sometimes interfere with your internet connection. Try turning off your antivirus software or firewall to see if the internet comes back.

Make sure you have a working IP address

There's a chance that your computer is having trouble configuring a valid IP address. Your computer needs a unique IP to get on the internet, but you won't be able to get online if multiple devices are assigned the same IP or if something has prevented your computer from obtaining one.

To ensure sure you have a valid IP address, use these instructions:

Step 1: Right-click on the internet icon in the bottom right-hand corner of the screen.

Step 2: Click Open Network and Sharing Center.

Step 3: Click Change adapter settings > Ethernet > Properties > Internet Protocol Version 4.

Step 4: Once you've entered Internet Protocol Version 4, select the options for "Obtain an IP address automatically" and "Obtain DNS server address automatically." This will ensure that you get an IP address that doesn't conflict with others or invalid digits.

(These instructions are for Windows 10. Make your way to Microsoft's Support page for details on previous operating systems.)

Reset your network adaptor settings 

If all else fails, then it's time to reset your computer's network adapter entirely. This changes your computer's network settings back to default. It's not the most convenient option, but it can be the fix you need; it will start from scratch and erase the Wi-Fi bugs once and for all.

Keep in mind that this isn't like turning off the computer and turning it back on. In the same way that resetting your router restores that device to factory settings, restoring your network wipes out your Wi-Fi settings, bringing your home internet back to how it was when you were setting it up for the first time.

Your computer will forget your Wi-Fi network's name, passwords, VPN settings—everything. Do this only as a last resort. And make sure you save your passwords and other necessary info before doing the reset.

Note: this is only on the computer you are doing it on, this does not affect the Nokia Gateway, your router, or other devices

Follow these steps to reset network settings using Windows 10:

Step 1: Navigate to the Settings app > Network & Internet > Status.

Step 2: Hit the Network reset button

Step 3: Hit Reset now to confirm.

Step 4: Hit Yes to confirm once again. (This is just for Windows 10. For previous Windows operating systems, see Microsoft's Support page.)

Step 5: Restart your computer and follow the prompts for Windows to guide you through setting up your new home network.

Why is my Wi-Fi down?

You may be unable to connect using Wi-Fi, but have no issues accessing the internet using an ethernet wire.  In this case, there may be an issue with your Wi-Fi router. Unplug and reboot it, check if it has up-to-date wireless settings and a valid IP address, and restore it to factory settings if necessary.

Why is my Nokia Gateway unable to connect to the internet?

If your Nokia Gateway from Connexion isn't connecting to the internet, this most likely means it is not communicating correctly with our network. The first thing to try is to reboot the Nokia Gateway and see if everything starts working again. If this does not restore your service, please contact Connexion support for assistance. (How to contact Customer Support, Technical Support).