If you can't see your Wi-Fi network, or your devices won't connect, don't worry — it's usually a quick fix.

Follow the steps below to get your Wi-Fi working again.

1. Check your modem lights

Start by checking the Wi-Fi light (sometimes labelled WLAN or Wireless) on your modem:

• Solid or flashing: Wi-Fi is active and broadcasting.
• Off: Wi-Fi is turned off.

If it's off, press the Wi-Fi button on your modem (if available) or log into your modem settings to re-enable Wi-Fi.

If all lights are off, make sure the power cable is plugged in securely and the modem is switched on.

See "Lights on your modem – what they mean" for more details.

2. Restart your modem

A simple restart fixes most Wi-Fi connection issues.

1. Turn your modem off at the power.
2. Wait 30 seconds.
3. Turn it back on and wait for all lights to stabilise.

Once the Wi-Fi light is on, check if your network name appears on your device.

3. Check your Wi-Fi name and password

If your device can see the network but can't connect:

• Double-check you're entering the correct Wi-Fi password (it's case-sensitive).
• The default name (SSID) and password are printed on the sticker underneath your modem.

If you've changed your Wi-Fi name or password recently, your devices will need to reconnect using the updated details. See "How to change your Wi-Fi name and password" for guidance.

4. Check device compatibility

Some older devices can only connect to 2.4GHz Wi-Fi, not 5GHz. If your modem broadcasts both networks (for example, HomeWiFi-2.4G and HomeWiFi-5G), try connecting to the 2.4GHz option.

You can also enable "band steering" or give both bands the same name if your modem supports it.

5. Check your signal strength

If you can't see your Wi-Fi network at all, you may simply be too far from the modem or blocked by walls or floors. Try:

• Moving closer to the modem.
• Repositioning your modem in an open, central area.
• Avoiding corners, cupboards, or areas near large metal objects or appliances.

If you live in a large or multi-storey home, consider adding a Wi-Fi extender or mesh system to improve coverage.

6. Reset your modem (last resort)

If you still can't see or connect to your Wi-Fi network:

1. Hold the Reset button on your modem for 10–15 seconds until the lights flash.
2. Wait for it to reboot (this may take a few minutes).
3. Reconnect your devices using the default Wi-Fi details on your modem sticker.

See "How to reset your modem" for full instructions.

7. Contact support

If you've tried all the above steps and your Wi-Fi network is still missing or won't connect, please include:

• Your modem brand and model, and
• A photo of your modem lights (especially the Wi-Fi indicator).

If you have an Ezi Broadband modem, our team will check your setup remotely and help get your Wi-Fi running again.

1. Visit our website and speak to Eve, our AI assistant, in the bottom right corner of the screen.
2. If you'd rather chat with a human, just let Eve know and you'll be transferred to a real person within the same chat window.
3. Head over to the homepage of our help centre and submit a ticket.
4. Email us at support@ezibroadband.com.au
5. Call us on 132 EZI (132 394).