Troubleshooting

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Speed Optimization Troubleshooting

There are a variety of factors that can cause slow internet speeds- from the age of your device to the presence of viruses or malware. However, there are several steps you can follow to improve your internet performance. 

 

  1. Try restarting your device or ONT (modem), and/or router- this often solves many issues.
  2. Check that your software is up-to-date as old or outdated software can cause a slowdown.
  3. Clear any browser history, cache, or cookies, as these can cause performance issues.
  4. Ensure that your device is malware-free by running a virus scan. Finally, if possible, try increasing your internet speed by upgrading to a higher data plan.

By following these steps, you should be able to improve your internet performance and surf the web with ease. You can also visit our internet speed test page where we provide additional tools for speed optimization.

Troubleshooting Greenlight Networks Total Managed Wi-Fi

Troubleshooting through the Nokia App

The Nokia app provides a troubleshooting tool within their app that walks the user through basic steps for restoring their wireless connection or addressing Internet speed concerns.

Slow Wireless Speeds

It’s important to remember that speeds via Wi-Fi are typically slower than an ethernet (hardwired) connection to your ONT. Average Wi-Fi speeds are just 42% of the actual Ethernet performance. Generally, on average, 10-20% will be lost depending on the device. Other factors include:

 

  1. The type of wall construction in the home.
  2. Appliances or devices in between the router and the device connecting to it.
  3. Devices downloading files or are in use at the time of the speed test.

Questions to consider when troubleshooting:

 

  1. Is the device too far from a beacon (if applicable)? The device may need to be refreshed to the network (rebooted or network logoff/login)
  2. The router may be too far from the beacon (beacon could have been moved, and devices could have been moved). The beacon could be too far from the router and is not getting a strong signal.
  3. Is the router configured correctly and is the software up-to-date on the Nokia router?
  4. Are devices connected to the correct band (2.4GHz vs. 5GHz)?
  5. When was the last speed test done? Compare the speed tests to see if anything has changed. 
  6. Where was the speed test done?
    1. If the speed test is done on our internal server, then they can be verified.
    2. If the speed test was done on a 3rd party service, like speedtest.net, then this result should not be used. 

If you’re unsure of the difference between an ethernet (hardwired) or Wi-Fi connection check out our latest blog. 

One Device Connectivity Issues

When one device is unable to connect to Wi-Fi, it is usually an issue with the device and the wireless credentials—these would be the wireless network name and the wireless password.

 

In many cases, you will be able to locate the device by its name or MAC address in the Nokia app.

 

  1. Start by rebooting the device and retesting the connection. This will allow the device to renew the connection to the router.
  2. After rebooting and if still not connecting,  remove the device from the network and add it back manually.
  3. Look for the correct wireless network name for the correct band (2.4GHz, 5GHz low, or 5Gz high), and then use the correct wireless password.
  4. Confirm the device is connecting in the ‘Device’ tab within the Nokia app.
Multiple Devices Connectivity Issues

When multiple devices are experiencing connectivity problems, then look at the beacon the devices should be connecting to and investigate for any issues.

 

Within the Nokia app, you can locate more information in the ‘Overview’ tab. Once there, click the dropdown under Overview, and choose which view you would like to look at. If a beacon seems to be having any errors or no devices are connected to it a configuration refresh may be needed.

 

If a router reset is needed, please record the Wi-Fi network names (also known as SSIDs) and passwords before doing the reset. This will save time, as your devices already have that information saved. After the reset, go into the router enter the recorded wireless network names and passwords, and save. Then, reboot a device and test.

All Devices Connectivity Issues

If none of your devices are connecting to Wi-Fi please confirm that your Wi-Fi password is correct in the Nokia app. Make sure spelling and capitalization is correct. 

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