Make sure your device is connected to your own Wi-Fi network, and not to a neighbour’s network by accident. Connecting to the wrong one can affect your browsing experience. You can find your Wi-Fi network name and password in the topology view under your home network in My BASE.
Problem with Wi-Fi at home?
Do the six following checks:
Tip: Are you using a Wi-Fi booster as well?
Make sure only one Wi-Fi network is active. This helps your devices automatically connect to the strongest signal. You can switch your Wi-Fi network on or off in My BASE.
Check in My BASE whether there are any works underway or scheduled in your area. These might cause a temporary internet interruption.
No general problem reported? Then check your cables.
Make sure all cables are properly connected. If needed, unplug them and plug them back in.
Are you using BASE TV? Also check that your BASE TV box is properly connected to the mains socket and to your modem. If needed, unplug the cables and plug them back in.
Are your cables correctly plugged in? Move on to the next step.
You can restart your modem via the modem settings in My BASE, or do it manually.
To restart it manually:
- Unplug the power cable from the socket.
- Wait for 15 seconds.
- Plug it back in.
It may take up to two minutes for your modem to restart.
If you also use BASE TV, restarting your modem may temporarily interrupt your TV signal.
Good to know:
The white LED indicates your modem’s power mode. During start-up, the LED first changes from green to red, and then stays white. Is the green light flashing? That means your modem is receiving a software update. In that case, do not unplug the power cable until the update is finished.
If you use a Wi-Fi booster (from any brand), restart it as well.
- Unplug the power cable.
- Plug it back in after a few seconds.
Check your Wi-Fi connection at the same location using a different device. If the connection works fine on another device, the issue might be device-related.
Have you done all the checks but it's still not solved?
Please contact us via chat or by calling 0486 19 19 99 so that together we can see what the best solution for you is.
You can also consult the installation manual for step-by-step guidance on setting everything up.
