Internet network problems, network breakdown: what should you do?

You have a Internet problem at home? Have you run out of WiFi? Here are the steps to take to remedy the situation.

If your problem only concerns Wifi

Sometimes only the Wi-Fi connection is affected (for example, services linked to your fixed line such as television or your computers may continue to work, but not your mobile devices).

The first step is to try to connect to several websites (because sometimes a website can be down). If this doesn't work, here's a checklist to follow to find out where the error is coming from and try to resolve it:

Solutions to WiFi connection problems

1. Check that Wifi is enabled on the device you are using (Silly to say, but it happens - after all, to err is human ;)).
2. Move closer to your Wifi box (if you're too far away, you may not be able to pick up the Internet).
3. Check that your home network appears in the list of Wifi networks available on your device (computer or mobile).
   1. If it appears but Wifi is not workingTry disconnecting and reconnecting from the network. If this still doesn't work, try connecting from another device.
   2. If the network does not appear, check that the Wifi function is activated on your Internet box. (On some modem models, there is a button to switch the Wi-Fi function on and off). If you don't know how to do this, refer to your modem's user manual.
4. If it still doesn't work, try to restart your modem (this usually solves most problems). To do this, unplug your modem completely from the electrical socket. Wait 1 minute, then plug it back in. Wait until the main lights turn green and the connection is re-established (this usually takes between 1 and 3 minutes). Make sure that the Wi-Fi function is activated after rebooting.
5. If none of these solutions work, then there may be a problem with the configuration of your modem, or with the hardware itself. If this is the case, please contact your Internet service provider's customer service department. They will be able to help you.

However, if you find that the Internet by cable is not working either, this means that you are the victim of a general breakdown on your home network. In this case, refer to the section below.

If your problem concerns all your Internet services (modem, fibre, TV decoder)

You notice that you don't have no Internet connection at home? Here's how to diagnose and fix the problem.

Solutions to Internet network problems

Here is a checklist of the first steps to take:

1. Restart your Internet modem. This is the most important step. Before testing any other solution, take care to restart your equipment: unplug it, wait 1 minute, plug it back in, and wait until all services are operational again.
2. Try different connection methods by Wifi or by Ethernet cable connected directly to your Internet box.
3. Try connecting from several different devices (computers, mobiles, TV, games consoles). Sometimes, the rules of computer firewall can block certain connections.
4. Try to make a flow test to find out what the problem is. If the receive and send values are zero, or if an error message is displayed, you are in fact experiencing an Internet network failure or a problem with your equipment or connection.
5. Check your modem connections carefully (the fibre or Ethernet cable at the input, the Ethernet cable that connects the modem to the computer, and the power cable). If you can, try testing other cables (sometimes the problem is a damaged Ethernet cable). If all the connections are correct and operational, try restarting it again.
6. If none of these solutions solves the problem, contact your ISP. You can find the assistance numbers for each Luxembourg supplier on this page.

Your supplier's technical support will ask you to carry out a few operations. You can use this guide to tell them what you've already done, which will save you time.

Internet problems: common causes of network breakdowns

If the Internet is still not working, the provider will investigate to determine the source of the problem. There are several possible scenarios:

• A problem with your equipment (modem, fibre): if the supplier identifies that the connection to your home is operational, they may offer to take your equipment back to the shop and exchange it for a new modem.
• A problem with the fibre connection to your home If you have a problem with your fibre optic connection, it may be that the Internet speed is not reaching your home. You may notice that you have no speed if there is no light on the fibre box in your flat. In this case, there may be a problem with the connection to the fibre cabinet in your building. The supplier will then send a team of technicians to repair the problem. They may offer you a 4G modem so that you can have Internet access while you wait for repairs.
• A breakdown on the network Sometimes problems with suppliers or infrastructure have a general impact on the network. This can cause severe slowdowns or even total breakdowns. It's very rare, but it can happen. The good news is that suppliers are quickly informed of these breakdowns. Technical support will be able to tell you if there is a network failure. If this is the case, you should know that they are usually resolved within a few minutes to a few hours.

In all cases, your provider will be able to tell you the best way to solve your problem. And if you are experiencing repeated breakdowns or problems with the same provider, don't hesitate to change your Internet provider: we offer a selection of subscriptions in Luxembourg that might be of interest to you!