When you're the resident technophile in your family or circle of friends, you might end up becoming the first person everyone calls when something goes wrong with their internet. Internet drops tend to be one of the most common problems that is frustrating enough to prompt people to send out an SOS. But just because you have a knack for all things technical doesn't mean it's easy to explain what went wrong and how to fix it.
The next time you find yourself on the other end of a desperate plea for help, here are some crib notes for how to explain to someone who is less technically inclined what's happening and what they can do to solve it.
First, figure out what connection-related issues may be causing the problem.
Different types of internet connections are susceptible to interruption for various reasons. Depending on the type of internet that's in question, here's how to explain what might be affecting the connection.
- Cable: One of the most common reasons cable internet experiences problems is because the connection is shared among all the subscribers in the service area. If your friend notices their connection drops every day around the same time, the problem might be limited bandwidth because of too many local users going online at the same time. If that's not the problem, the next step is to inspect the equipment. Make sure the cable modem and router are both up to date, in working order, and compatible with the cable provider's technical requirements.
- Satellite: A few things can disrupt a satellite internet connection, including solar flares and severe weather. The first thing to do when something goes wrong is to make sure the receiver has a clear view of the southern sky. Be sure it's in a position free of any obstructions, such as trees or buildings. And if that doesn't help, check the modem and wireless router to make sure they're working properly and are up to date.
- All Types: Regardless of what type of internet connection they have, it's always a good idea to tell them to give the Internet Service Provider (ISP) a call. But before they call, make sure they're equipped with the information they'll need, including the pattern of their internet drops and any technical information regarding their modem and other equipment.
Next, factor in how the wireless connection is set up in their home.
Where the person experiencing the internet drops lives and how they set up their home network has a big impact on the reliability of their internet connection. If the internet continues to drop after following the aforementioned steps, use the information below to get to the bottom of their connectivity issues.
- Location: For maximum output, it's best to place routers in the most central, unobstructed area of the home. If the signal is usually good in one part of the house, but drops regularly in another, look at relocating the router to see if that helps overall coverage. In addition, tell them to keep the router away from other household items that emit disruptive signals. Common culprits are microwaves and cordless phones.
- Multi-Family Dwellings: Apartments, condos, and townhomes can present extra challenges when it comes to Wi-Fi. Not only are there more walls and obstructions to deal with, but there's also a higher probability of enduring high-traffic sluggishness and outages. Tell them to verify that their Wi-Fi network is secured so their neighbors can't jump aboard, and to be mindful of keeping the router away from shared walls.
- Obstructions: Even though Wi-Fi signals can travel through walls, there are some materials they have more difficulty penetrating, like metal, ceramic, and concrete. If the router is placed near a foundation or wall made of these materials, which are often found in basements, then that may be the reason they're experiencing outages. Another obstruction to look out for is a chimney that travels the length of the home, which can interfere with signals on all levels.
- Network Demands: If there are several people in the home on different devices at the same time, it can slow down the wireless signal and even cause it to drop completely. Recommend a free diagnostic tool like Capsa to find out what software, programs, or activities may be gobbling up the bandwidth. Once the culprits are identified, you can restrict certain types of activities to specific times or look at upgrading the connection speed to better accommodate the usage in the home.
No matter what you decide to do, just be sure to ask the right questions.
It's flattering to be acknowledged for your technological prowess, but sometimes explaining technical information to people who have trouble understanding it can be a real challenge. The best way to solve the problem efficiently is by asking probing questions to help you get the best idea of what really is going on. With a clear understanding of the situation and the useful tips above, you'll be able to walk anyone through finding the right solution to their internet drops.