Intermittent or poor signal from connected Wi-Fi network

For more info, see Checking the software or firmware version and Updating the software or firmware of your product.

When a device is active on your network, they use some of the available bandwidth of your router. Some tasks use more bandwidth than others—like video streaming, gaming, video calls, data backups, etc. If devices are performing these tasks, bandwidth can decrease for other devices. Turn off any device or app that might be using a lot of bandwidth, then check if performance improves. If possible, use an Ethernet cable instead of Wi-Fi to connect high-bandwidth devices to your network. This frees up wireless bandwidth for devices that need to be connected wirelessly.

Routers may need to be reset from time to time—much like rebooting a computer. Disconnect power from the router for 30 seconds, then wait for it to start up and connect. (Note: Any device connected to the Internet will be interrupted during the reset.)

In the router settings menu, there is typically an option to check for updates. If updates are available, install them to ensure the router is running with the latest available enhancements.

On routers that offer 2.4 and 5.0 GHz networks, try connecting to the router's other band. For example, if connected to the router's 2.4 GHz network, try connecting to its 5.0 GHz network -- or vise-versa. If the issue is only present on one band, there is interference on that band. Try to reduce or keep clear of potential sources of interference (i.e. cordless phones or baby monitors on 2.4 GHz) or, if possible, use the band without interference.

If multiple wireless devices on the network are communicating on the same channel, it could affect how effectively those devices can transmit and receive data. Log in to the router and, in the settings menu, select a different channel—like 1, 6 or 11 since these channels do not interfere with one another. If you don't notice a difference, you can always change back the channel.

In the router settings, check if the router is set to only allow up to a certain number of devices to connect to the network (this setting is often labelled DHCP Limit/Range). If there is a limit, remove or increase it to accommodate the number of devices that will be on the network.

It's possible that interference from other wireless devices are affecting the wireless functionality of your product. Check for other wireless devices in the area of your product  (i.e. another router, cordless phone, wireless printer, smart TV, etc.). To determine if a device might be interfering, try unplugging its power cord or disabling Wi-Fi on the device. If the issue is resolved when a particular device is removed, try placing that device farther away from your product, if possible. Additionally, if the device has a wireless channel setting, try a different channel.

Compatibility with hotspot devices can vary. While some may work, hotspots are not guaranteed or recommended due to the limited or inconsistent functionality with them. Try the system on a home network to determine if the hotspot is the issue.

Network extenders are used to extend the range of a network to cover a large area. Check if the issue is related to an extender by temporarily unplugging it. Since unplugging it might reduce the range of your network, move your system closer to the main router to test if the issue improves:

• If it does not improve, the issue is not related to the extender.
• If it does improve, try reconnecting the extender. Sometimes it can help to connect extenders after connecting to the main network.
• If it does improve but returns after reconnecting the extender, the issue could be related to the extender, its settings or placement.

Wi-Fi extenders and power line adapters can help to extend network range into areas of poor connectivity. Wi-Fi extenders connect to the Wi-Fi network and are placed about halfway between the router and the area where connectivity is desired. Power line extenders are a pair of adapters that allow connectivity using existing electrical wiring in a home: One adapter connects to the router and a nearby power outlet; the other adapter connects to an outlet in the area where connectivity is desired and, depending on the adapter, provides either Ethernet or wireless connectivity.

If the steps provided do not resolve your issue, your product may need service. Follow the link below for more information on how to service your product. Depending on your product and region, you will be provided a contact number or the ability to setup service online.

Click here to start service