Connexion Internet Troubleshooting Guide

TABLE OF CONTENTS

• POWER
• CONNECTION
• WIRELESS OPTIONS
• SOFTWARE
• HARDWARE
• USAGE

POWER

• Is power connected to all devices?

• Is the ONT (Nokia Gateway)  power button switched to “On”?

• Are all cords plugged in (to be sure, you may want to disconnect and reconnect them)?

• Are power & service indicator lights on, including the blue light on the ONT (Nokia Gateway)?

CONNECTION

• What kind of connection are you using, wired (connected to your ONT (Nokia Gateway) with an ethernet cable) or through WiFi?

• If wired, how old is your ethernet cable? At least Cat5e is recommended for optimum speeds.

• Are you signed into the wireless network?

• Try signing out and back in to be sure.

• Test internet speed accurately at: speedtest.net/apps/desktop - always use a wired connection and close all other browser windows and programs on your device.

WIRELESS OPTIONS

• How far are you from the ONT (Nokia Gateway) device?

• Is the speed faster when you are closer?

• Are you near something that may cause interference, such as a microwave, appliances, baby monitors, walls and floors, etc.?

• You can optimize WiFi coverage and speed throughout your entire home by creating a mesh WiFi solution with additional strategically placed Beacons.

IMPORTANT: A wired connection will always be faster than a wireless connection.

SOFTWARE

• Are you running the latest version of your:

• Software?

• Operating system?

• Browser?

• Check your system for the latest updates if you don’t receive them automatically. Refer to instructions for your specific device.

• Ensure all devices that you use are running the latest operating system and software.

HARDWARE

• Is more than one device slow? If not, it may be a device issue.

• How old is your device? If your device was made before 2016, your test might show significantly slower speeds, especially over wireless, than your service is providing.

USAGE

• How many applications or devices are you running simultaneously?

• Are others in the home using WiFi for streaming, gaming, etc.?

• You may want to consider adding a beacon to optimize WiFi coverage and speed if you run many devices or programs simultaneously.

• Still Not Working?

• Power down your Nokia Gateway and Beacons, wait 45 seconds to turn them back on. Close all programs and restart your devices.