WiFi/Internet Troubleshooting for Regional Education Sites

High-speed wireless internet connectivity is provided to all occupants of Queen's Health Sciences regional accommodations. In the event that you have an issue connecting to our WiFi access points or the Internet, please review the following self-help troubleshooting steps:

End-user Troubleshooting Steps

1. Ensure devices have power

Ensure there is power to both the modem (black box) and the router (white box).

1. The modem (black box) should have 3-4 LED lights illuminated on its front.
2. The router (white box) should have an illuminated LCD screen on the front of the device.

2. Ensure cables are connected.

Ensure that the cables are correctly connected.

1. Verify that the coaxial cable connecting the wall to the modem is securely in place.
2. Verify that the Ethernet cable connecting the modem and router is
   1. Securely in place.
   2. Connected to the WAN port on the router.
      

3. Restart the devices.

The old IT trick of turning it off and then back on again can really work. Internet Service Provider (ISP) changes, device firmware updates, or device instability can be the cause of your troubles. Restarting the devices can resolve the issue if done in the correct order.

1. Unplug the power to both the modem (black box) and router (white box).
2. Wait 5-10 seconds.
3. Plug the power back into the modem (black box) and let it start up (2-4 minutes).
4. Plug the power back into the router (white box) and let it start up (4-5 minutes).

4. Contact QHS IT for support.

If you continue to have internet connectivity issues after you have 1) verified the devices have power, 2) the cables are correctly connected, and 3) you have restarted both networking devices, then it’s time to contact QHS IT for technical assistance. We may need to send an ISP technician or QHS IT technician to your location, which may take up to 3-5 business days.