📶 Wi-Fi Troubleshooting Guide
📶

Wi-Fi Troubleshooting Guide

Category: Wi-Fi & Network · Audience: Client & Internal · Updated: March 2026

Fix common Wi-Fi problems before calling support. This guide covers slow connections, drop-outs, devices that won't connect, and when to escalate.

Quick Fixes (Try These First)

Before anything else, try these three steps — they resolve the majority of Wi-Fi issues:

  1. Restart your device — Turn off Wi-Fi on your computer or phone, wait 10 seconds, turn it back on.
  2. Restart the router/access point — Unplug power for 30 seconds, plug it back in, wait 2 minutes for it to fully boot.
  3. Move closer to the access point — Distance, walls, and large objects weaken Wi-Fi signal.

"My Wi-Fi Is Slow"

Check your speed

Go to speedtest.net or fast.com on the affected device and run a test. Compare the result to your plan speed:

  • NBN 50: Expect ~45–50 Mbps download.
  • NBN 100: Expect ~90–100 Mbps download.
  • NBN 250+: Expect ~200–250 Mbps download.

If the speed is significantly lower than expected:

  • Test on a wired connection — Plug an Ethernet cable directly into the router and run the test again. If wired speed is normal but Wi-Fi is slow, the issue is Wi-Fi, not your internet connection.
  • Check how many devices are connected — Too many devices on the same access point can cause congestion.
  • Check for interference — Microwaves, baby monitors, Bluetooth devices, and neighbouring Wi-Fi networks can all interfere. The 5 GHz band is less prone to interference than 2.4 GHz.

Tip: If your router supports both 2.4 GHz and 5 GHz, connect to the 5 GHz network when possible. It's faster and less congested, but has shorter range.

"My Device Won't Connect to Wi-Fi"

  1. Check the password — Make sure you're entering the correct Wi-Fi password. It's case-sensitive.
  2. Forget and reconnect — Go to your device's Wi-Fi settings, find the network, select Forget or Remove, then reconnect and enter the password again.
  3. Check if other devices can connect — If other devices work fine, the issue is with your specific device. Try restarting it.
  4. Check if the network is visible — If the Wi-Fi network doesn't appear in the list, the access point may be down. Check if the lights on the router/access point are on and normal.

"Wi-Fi Keeps Dropping Out"

Intermittent disconnections are usually caused by:

  • Weak signal — Move closer to the access point or request a Wi-Fi coverage assessment.
  • Channel congestion — In office buildings or dense areas, many networks compete on the same channels. This requires a technician to optimise.
  • Overheating hardware — Routers and access points in enclosed spaces can overheat. Make sure they have adequate ventilation.
  • Firmware issues — Outdated firmware on the router or access point can cause instability. Contact ATS Systems for a firmware update.

"Wi-Fi Works for Some Devices But Not Others"

  • Check the device's Wi-Fi adapter — Older devices may not support 5 GHz or newer Wi-Fi standards (Wi-Fi 6/6E). Try connecting to the 2.4 GHz network.
  • Check MAC filtering — If your network uses MAC address filtering, the new device may need to be added to the allowed list.
  • Check device limits — Some access points have a maximum number of concurrent connections. Business-grade access points handle more devices than consumer routers.

When to Call ATS Systems

Contact us on 07 3523 3660 if:

  • You've tried the steps above and the issue persists.
  • Multiple users are affected at the same time.
  • The router/access point lights show an error (red, flashing amber, or off entirely).
  • Speed tests on a wired connection show significantly lower than expected results.
  • You need a Wi-Fi coverage assessment for a new office or expansion.

🔒 Internal Note (Technicians)

For UniFi environments, check the UniFi Controller dashboard: client signal strength (RSSI), channel utilisation, and interference metrics. Minimum RSSI for reliable operation is -67 dBm. Below -75 dBm, expect dropouts.

For persistent roaming issues, check that fast roaming (802.11r) is enabled and that all APs are on the same VLAN and SSID configuration. Band steering should push capable devices to 5 GHz.

For NBN speed issues, run a test from the NTD (bypass the router) to isolate whether the issue is the NBN connection or the local network. Check for packet loss with ping 1.1.1.1 -n 100 and note any drops or high latency.

Need help? Call 07 3523 3660 or submit a ticket at atssystems.com.au/support/ticket/