First, check if the issue is only with one device or with all devices.
If the internet connection issue occurs only on one device, please contact the device seller. If you are sure the problem is not limited to one device, please review the recommendations below.
1. Check the location of the modem.
Find a suitable location for the modem, making sure it is not hidden in a cabinet or behind the TV. The modem should also not be placed between stacks of books, as this can block the signal from spreading sideways.
2. Pay attention to the distance from the modem.
Check if the speed is the same right next to the modem as it is, for example, 5-10 meters away. If the signal is weaker further away, we recommend changing the modem's location or, in the case of a larger room/apartment/house, installing a Wi-Fi range extender.
3. Choose the least congested Wi-Fi channel.
You can most easily check Wi-Fi channel congestion by being in the same room and doing the following:
Open a web browser at http://192.168.0.1
Username: cisco
Password: cisco
For some models, entering a password is not required. In this case, the username remains cisco and the password field can be left blank.
To change the Wi-Fi network channel, select the window: Wireless and Radio Settings from the menu bar.
Tip: To find the best channel, use the InSSider software, whose user manual can be found
here
.
Note! The average Wi-Fi network speeds are up to 30 Mbit/s on the 2.4 GHz frequency and up to 130 Mbit/s on the 5 GHz frequency. In another room, the speed may be lower, as walls block the signal.
If it seems these recommendations did not solve your issue or the information was too technical, please contact us by calling the info number 6 600 620.
distance of the computer from the router: the greater the distance, the weaker the signal;
thick walls and ceilings;
other electronic devices (including TV);
programs using internet resources running at the same time (software updates, torrent, FTP);
number of devices connected to the network (including smartphones and tablets);
Wi-Fi channel congestion in densely populated residences, e.g., apartment buildings;
network card and router throughput.
Do a speed test
If you want to know your connection speed, do a speed test. This will show whether the issue is with the connection speed or if the speed of your chosen package is insufficient for you.
For the speed test, all programs using internet resources should be closed.
To perform the speed test, the computer should be connected directly to the modem via an internet cable.
We recommend using the website speedtest.net for the speed test.
If the speed matches your chosen package (or is close to it), but you need more, we recommend choosing a faster package.
First, check if the issue is only with one device or with all devices.
If the problem occurs only on one device, check the network settings of the device.
If you need help, call the Device Support number 900 1919 (call cost 0.5 €/min).
Check if the modem is plugged into the power outlet.
If even one of the first four indicator lights is not on and a power restart does not help, please contact us at the info number 6 600 620.
If the lights are on, check if Wi-Fi is enabled.
Wi-Fi is enabled if the green Wi-Fi light on the modem is on (sometimes Wi-Fi may be accidentally turned off from the modem's Wi-Fi button).
If the lights are on and the device is plugged in, check if you have paid your latest bill, as the service may be restricted due to debt.
If it seems these recommendations still did not solve your issue, please contact us by calling the info number 6 600 620
A working modem should have all three indicator lights on.
This list is presented in order of importance for troubleshooting:
1. POWER/PWR – shows whether the device is receiving power from the outlet.
If the POWER/PWR light is not on:
check if the device is turned on and if the adapter is properly connected to the power outlet;
check if the adapter cable is connected to the device's power input;
If the POWER/PWR light is not on, even though the device is properly plugged in, please contact our customer service via the chat window on our website or by phone at 6 600 620.
2. ONLINE/CABLE – shows whether the internet connection is working.
If the ONLINE/CABLE light is not on:
if you are also using Elisa TV service, check if there is a picture on the TV. If not, call +372 6 600 620.
if there is a picture on the TV, check the TV cabling up to the modem. If it is fine, do a power restart on the modem and wait about 10 minutes. If during this time the ONLINE/CABLE light does not come on and the internet does not restore, call +372 6 600 620.
3. PC/LINK/ETHERNET – shows the connection between the modem and the computer/router/set-top box. This light may blink.
If the PC/LINK/ETHERNET light is not on:
check the network cable connecting the modem to the computer/router/set-top box;
If all the lights on the modem are on but there is still no connection, you should check if the network card is enabled.
Windows 10
open the Start menu >>> Settings >>> Network & Internet
from the list on the left, select Ethernet >>> Change adapter options >>> Ethernet
right-click to open the menu and check if the active option is Enable or Disable
if Enable is active, click it – the network card will be enabled
if Disable is active, the network card is already enabled
Windows 10
open the Start menu >>> Settings >>> Network & Internet
from the list on the left, select Ethernet >>> Change adapter options >>> Ethernet
right-click to open the menu >>> Properties >>> Internet Protocol Version 4
in the window that opens, the option Obtain an IP address automatically must be selected
Laptops have both a physical and a software option to enable or disable the Wi-Fi network card.
1. Physical enabling and disabling:
The Wi-Fi enable/disable button is usually marked with a computer screen or a signal post icon with arcs around it
2. Software enabling and disabling:
Windows 10
open the Start menu >>> Settings >>> Network & Internet
from the list on the left, select Wi-Fi >>> Change adapter options >>> Wi-Fi
right-click to open the menu >>> check if the active option is Enable or Disable
if Enable is active, click it – the network card will be enabled
if Disable is active, the network card is enabled
Is the IP address dynamic?
If the network card is enabled and the computer cannot establish an internet connection, you need to check if the IP address is dynamic.
Windows 10
open the Start menu >>> Settings >>> Network & Internet
from the list on the left, select Wi-Fi >>> Change adapter options >>> Wi-Fi
right-click to open the menu >>> Properties >>> Internet Protocol Version 4
in the window that opens, the option Obtain an IP address automatically must be selected (see picture below)
Windows 10
open the Start menu >>> Settings >>> Network & Internet
from the list on the left, select Wi-Fi
select your network name and click Connect
enter your Wi-Fi network password
For modems, the username is the last six digits of the CM MAC and the password is the S/N (see picture below).
The Buffalo router password (SSID) and username (KEY) are written on the back of the router.
Correct connection of modem, router, and computer
connect the network cable coming from the modem to the WAN (internet) port of the router
if the computer(s) are connected by cable, the cable from the router to the computer must be connected to a LAN port (the router usually has four ports, numbered 1,2,3,4)
If you are connecting new computers (devices) to the router, it is advisable to restart both the router and the modem.
