I have a problem with my Wi-Fi connection

Follow the steps below.

1. How is the Wi-Fi connection near your modem?
   • No connection at all
     Go to Step 2.
   • Weak signal
     Go to Step 4.
   • Good signal
     Go to Step 3.
2. Is the Wi-Fi LED on the modem lit?
   • Yes
     Go to Step 3.
   • No
     Activate Wi-FiOpens a new window on your modem and then repeat the test.
     Still running into the issue? Go to Step 3
3. Is the Wi-Fi connection properly configured on your computer/tablet?
   • Yes
     Go to step 6.
   • No
     Check the passwordOpens a new window of your Wi-Fi connection on the modem. Set the password for the Wi-Fi connection on your computer or tablet. Please note: laptops often have a Wi-Fi on/off button.
     Still running into the issue? What if the wired Internet connection doesn't work?Opens a new window
4. Have you already tried changing the Wi-Fi channel?
   • Yes
     Go to step 5.
   • No
     Change the Wi-Fi channelOpens a new window and test again.
     Still running into the issue? Go to step 5.
5. Are there any interfering elements near your modem (and where you need coverage)?
   Do not place the modem in a cabinet or near large metal objects or thick walls (especially not reinforced concrete walls). For an optimal signal, you can place the modem a little higher and make sure it is isolated.
6. Keep electrical devices away from your modem (e.g. DECT phones, baby monitors, microwave ovens, halogen lamps...)
   • Yes
     Remove the interfering elements if possible and repeat the test.
     Still running into the issue? Get in touch with our customer service.
   • No
     Still running into the issue? Get in touch with our customer service.
7. Do you only run into the issue when you move away from your modem?
   • Yes
     The cause of this problem is the distance between your modem and your device or factors in your home that weaken the Wi-Fi signal. There are 3 solutions:
     • Place your device closer to the modem.
     • Install a network cable (RJ45) between the computer and the modem.
     • Install a Wi-Fi amplifier. Wi-Fi amplifiers are available at electronics stores. They are usually easy to install yourself. Place the amplifier halfway between the modem and the computer to cover the distance.
   • No
     If you still run into the issue, check on mon.scarlet via the Bills and Payments tab if any of your bills are unpaidOpens a new window . It is possible that your services are blocked when an open invoice has expired.

If you still have problems after these checks, please contact usOpens a new window .