Why am I experiencing slow Wi-Fi speed?

Wi-Fi connection is not same as the Internet connection. You may still have Wi-Fi connection issue when your Internet connection has no problem. There are few factors that can impact your Wi-Fi connection.

1. Wi-Fi Interference

To reduce the likelihood of Wi-Fi interference, make sure your modem or router isn’t next to anything that could be causing interference. Some examples of household items that can cause interference include:

• TVs
• Microwave Ovens
• Cordless Phones
• Baby Monitors
• Bluetooth Devices

You can also avoid interference by using a wired connection (via ethernet cable also known as LAN cable) whenever possible e.g. for game consoles, Smart TVs and laptops. It’s nearly always faster than Wi-Fi and provides greater reliability and security.

2. Wi-Fi Positioning

Another cause of unreliable Wi-Fi can be the positioning of your modem. Here are some tips to help improve your Wi-Fi signal:

Make sure your modem is out in the open and not obstructed from view (e.g. not hidden away in a cabinet or behind a bookshelf or TV unit).

Make sure your modem is not on the floor. We generally recommend placing your modem at least 1 meter above floor level. Higher is usually better for a strong signal.

If you have a mesh router, location could be slowing down your Wi-Fi. Please ensure that you place your mesh routers in locations where they'll be able to perform at their best.

3. Wi-Fi Channel Congestion

Wi-Fi dropouts and slower speeds are common issues if you live in an apartment complex or in close proximity to a number of neighbouring homes. If your modem is on the same Wi-Fi channel as your neighbours, you could experience interference with their networks.

If you are using our TP-Link Deco, they are already monitoring channel congestion and automatically switching channels to optimise your connection.

Why does my Wi-Fi connection keep dropping out?

If you’re experiencing regular disconnections, here are few things to consider.

If you're connected via Wi-Fi, try connecting via ethernet (using a LAN cable), to check if the problem persists.

If the problem is isolated to the Wi-Fi connection, there may be a problem with your modem or router placement. Make sure your router is out in the open and away from other radio-emitting appliances, like microwaves or baby monitors. Modems should not be hidden away in a cupboard or on the floor behind the couch.

Check to make sure there aren’t any other devices using your internet connection while you’re testing. For example, there is a computer on your network downloading updates or uploading data to the cloud. This could cause performance issues if you have a slow speed ADSL or VDSL connection.

Confirm if the problem is affecting one particular device or all connected devices in your home. Sometimes the issue might be the result of the device you are connecting with rather than the Wi-Fi itself e.g. mobile phones or laptops with older technology or low-end devices can impact Wi-Fi performance.

What if your Wi-Fi is still not working after checking a broadband connection with LAN cable?

If you have tested a broadband connection via ethernet (using a LAN cable) and still not working, please try the followings.

For your devices connected on Wi-Fi

Turn off the Wi-Fi from your device and turn it back on. You need to do this individually for each device. 

If a specific device is still not connecting to the Internet then you may delete the Wi-Fi network from your device and register it again. Often, this method can resolve the issue.

For Fibre broadband connection:

1. Turn off Fibre Box (ONT) and router

2. Turn on the Fibre Box (ONT) first and wait for 2-3 minutes

3. Turn on the router and wait for another 2-3 minutes

For ADSL/VDSL broadband connection:

Turn off your router and turn it back on then wait for 2-3 minutes 

Frequently Asked Questions

Q: Why is my Internet not working?

A: There are many possible causes include router/modem issues, service outages or device configuration issues. Please check your Internet line status here first for the initial diagnostic.

Q: How do I reset/reconfigure my modem/router?

A: Unplug the power for 30 seconds, then plug it back in. Wait a few minutes for it to reconnect. You may refer the router configuration help here (if you have a router from he) or your own router here.

Q: Why is my Internet connection slow?

A: The most common reasons are network congestion, too many devices at a time, outdated equipment or interference.

Q: What is the Internet network congestion?

A: For example, you are streaming a movie at home and the video keeps buffering, the quality of the video drops from HD to SD, and websites are loading slower on your laptop. If a scenario like this happens, it's probably due to you are using the Internet at peak usage time like evening hours when everyone is using the Internet at the same time and high bandwidth demand (someone is playing online games, several smart devices like mobile device, tablet and TV are connected and syncing, or someone is on a video call etc).

Q: What is the Internet interference?

A: For example, you're working from home and notice your Wi-Fi signal is weak in your office, even though your router is only one room away. You're experiencing video calls keep dropping and your connection is unstable. If a scenario like this happens, it's probably due to there are physical obstacles (thick walls, especially concrete or brick are blocking the Wi-Fi signal or metal appliances like refrigerator is reflecting or absorbing the signal), electronic interference (microwave in the kitchen is running when you're online that it uses the 2.4GHz frequency which is common Wi-Fi band, cordless phone/baby monitor/bluetooth speakers can also interfere with the Wi-Fi signal if they are operating), nearby Wi-Fi networks (if you live in an apartment or townhouses building, your neighbours' Wi-Fi networks are using the same channel as yours and can create signal congestion).

Q: I can't see my Wi-Fi network.

A: The most common reasons are Wi-Fi is currently turned off on the modem/router, your device is out of the Wi-Fi range or the SSID (Wi-Fi name) is set hidden.

Q: What should I do if my Wi-Fi is connected but I have no Internet?

A: Please check your Internet line status here first and work from where you have the connection issue.

Q: Internet is not working on my mobile phone.

A: If the internet is not working on your mobile phone, please check if you are trying to connect it with your Wi-Fi or data network. Test each connection method by either turn off Wi-Fi or mobile data from your device. If this method still doesn't resolve the issue, you try restart the device or forget the Wi-Fi network and reconnect.

Q: Internet is not working on my laptop.

A: If the internet is not working on your laptop, please check if you are trying to connect it by wired (LAN cable) connection type or wireless (Wi-Fi) connection type first. Test each connection method by either removing LAN cable off from your laptop or disable Wi-Fi connection from your laptop. For a stable connection, wired connection method is recommended. 

Q: Internet is not working on my tablet.

A: If the internet is not working on your tablet, please check if you are trying to connect it with your Wi-Fi or data network. Test each connection method by either turn off Wi-Fi or mobile data from your device. 

Q: Internet is not working on my TV.

A: If the internet is not working on your TV, please check if you are trying to connect it by wired (LAN cable) connection type or wireless (Wi-Fi) connection type first. Test each connection method by either removing LAN cable off from your TV or disable Wi-Fi connection from your TV. For a stable connection, wired connection method is recommended.