Wi-Fi Troubleshooting and Tips

Wi-Fi Troubleshooting and Tips

If your internet is connected but your Wi-Fi seems slow, drops out, or won't connect on certain devices, it's usually something simple to fix. Follow these steps to improve your connection and get the best performance from your Ezi Broadband service.

1. Check If the Issue is Wi-Fi or Internet

First, determine whether the problem is with your Wi-Fi signal or your internet connection itself.
  • Try connecting a device directly to your modem with an Ethernet cable.
    • If the wired device connects fine, your internet is working — the issue is Wi-Fi related.
    • If the wired connection also fails, the problem may be with your modem or activation. See "How do I check if my internet is working?".

2. Restart Your Modem

This simple step resolves most issues:
  1. Turn your modem off at the power.
  2. Wait 30 seconds.
  3. Turn it back on and allow a few minutes for the lights to stabilise.
Once the Wi-Fi light is on, reconnect your devices and test your speed again.

3. Check Your Wi-Fi Signal Strength

Wi-Fi performance can drop sharply as you move away from your modem. To improve signal strength:
  • Keep your modem in a central, open area (not inside a cupboard or behind furniture).
  • Avoid placing it near microwaves, cordless phones, or Bluetooth speakers, which can cause interference.
  • Try raising it off the floor — higher placement often improves coverage.
If you live in a large home or multi-storey building, you may benefit from adding a Wi-Fi extender or mesh system.

4. Use the Correct Wi-Fi Band

Most modern modems broadcast two frequencies:
  • 2.4GHz — wider coverage, better for long range but slightly slower.
  • 5GHz — faster speeds, ideal for streaming or gaming but shorter range.
Try connecting your device to both networks (usually shown as YourWiFiName-2.4G and YourWiFiName-5G) to see which performs better in your space.

5. Reduce Congestion

If multiple devices are connected at once — phones, TVs, laptops, smart home devices — your Wi-Fi can slow down. To improve performance:
  • Disconnect unused devices.
  • Pause large downloads or streaming on other devices while working or gaming.
  • Consider upgrading to a faster Ezi plan if your household regularly uses many devices at the same time.

6. Update Your Modem Firmware

Manufacturers often release firmware updates that improve performance and stability. Log into your modem's settings (usually at 192.168.1.1) and check for available updates. If your modem is Ezi-supplied, updates are installed automatically.

7. Check Your Wi-Fi Password

If some devices can't connect, make sure you're entering the correct Wi-Fi password (printed on the back or bottom of your modem). Passwords are case-sensitive — double-check for capital letters or special characters.

8. Reset Your Modem (Last Resort)

If you've tried all the above and your Wi-Fi still isn't working:
  1. Hold the reset button on your modem for 10–15 seconds until the lights flash.
  2. Wait for it to reboot.
  3. Re-enter your Ezi Broadband username and password (for BYO modems).
This will restore factory settings and often resolves configuration issues.

Need Help?

If your Wi-Fi still isn't working after following these steps, please include your modem brand and model, and whether you're using Ezi-supplied equipment or your own (BYO) modem — this helps us diagnose the issue quickly.
  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.
  5. Call us on 132 EZI (132 394).

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