If you're having trouble with your wireless internet connection, here are some tips to follow before calling technical support.
Check your signal on your devices
If you know your wireless internet connection name (SSID), check if it is transmitting a signal by connecting to a wireless device. Look to see if the service bar indicates a connection.
Check the connection wires
Make sure all wires are securely plugged into the modem, the phone cable (RJ45) should be securely plugged into the phone port.
Check the modem
Check that the DSL light on the modem is not flashing, this is an indicator that the signal is reaching your router.
If the light is not on, check that the wires are securely connected to the modem and continue to the next step.
Restart the modem
Unplug the modem for 10 seconds to reboot it. This is a great troubleshooting step when connectivity issues arise.
Plug everything back in and make sure to wait for the DSL light to come back on (green). If the light does not come on and you have checked all the wires and your connections, call technical support for assistance.
Wired Connectivity Test
If the DSL light is still on and you can't connect even after restarting your modem, use your computer and an Ethernet cable (Cat5) to do a connectivity test. If the connection works, then it's a problem with the wireless signal. Continue to the next step.
If the problem persists after using the Ethernet cable, call technical support .
Check for elements that disrupt the connection
Make sure nothing is blocking your modem. Check that nothing is placed around the modem and that it is away from the microwave.
Reset the modem
Using a pointed object, insert it into the "reset" hole on the back of the modem for 10 seconds or until the light starts flashing.
Note: This step clears all settings on your router. You must then configure all devices to the router to reestablish the connection.
Configure your wireless network
Follow the setup steps according to your modem model from our Telus.com website
Call us
If any problems arise after doing all the necessary steps call us .
WiFi explained
For more details on WiFi operation, speed, coverage, visit our technical support page .
