Wifi not working or slow? A fix-it checklist
Most “the internet is down” moments are one of five things, and you can tell which in about ten minutes. Here is the order we would check them in, and the point at which to stop and call us.
Plans from ₹425/mo, excluding GST. See if we reach your building in a minute.
Home fiber inPunePimpri-ChinchwadChh. Sambhajinagar
Business and leased lines: anywhere in India →
Or give a missed call: 8956067111 or 8767311311
Most “the internet is down” moments are one of five things, and you can tell which in about ten minutes. Here is the order we would check them in, and the point at which to stop and call us.
Start with the lights on the router
Before touching anything, look at the router. A fiber router has a light for the fiber signal, usually marked LOS or PON, next to the power and internet lights. The labels vary by model, but the meaning is the same on standard GPON fiber routers.
If LOS is red, or blinking red, the router is not receiving light through the fiber. That is a break, a badly bent cord, a loose connector or a fault on our side. No setting in the flat will bring it back. Do not factory-reset the router: a reset can wipe the settings that connect it to our network, and it turns a quick fix into a second visit. Call support instead.
If a red light is on and the internet still works, note which light it is and tell us. On some routers a red light means something other than a fiber fault, and it is quicker for us to check than for you to guess.
Restart in the right order
If the lights look normal, restart, but in order. Switch the router off at the wall, wait thirty seconds, and switch it back on. Give it two or three minutes until the lights stop changing. Only then restart the phone, laptop or TV that was misbehaving.
The order matters because a device that reconnects before the router is ready can hold on to a half-made connection and keep failing. Restarting the device first, then the router, often leaves you exactly where you started.
Check the fiber cord is not bent
Follow the thin cable from the wall socket to the router. It carries light through glass, and it does not like being folded, pinched under furniture, trapped in a door or pulled tight around a corner. A kink you can see is enough to weaken the signal or cut it off.
If it is bent, ease it into a gentle curve. Do not keep unplugging and re-plugging the connector, and do not try to repair it. If the LOS light stays red after you have freed the cord, call us. While you are there, check the router’s power adapter is pushed fully into the socket.
Is it the line or the Wi-Fi? Test both ways
This one test settles most arguments. Plug a laptop into the router with an Ethernet cable and run a speed test. Then run the same test over Wi-Fi in the room where the problem is.
If the cabled result is close to the speed you pay for and the Wi-Fi result is not, the line is fine and the problem is Wi-Fi coverage: a different fault, and usually a faster fix. If both are slow, it is the line, and the two numbers are exactly what our team will ask you for.
Plans from ₹425/mo, excluding GST. See if we reach your building in a minute.
Home fiber inPunePimpri-ChinchwadChh. Sambhajinagar
Business and leased lines: anywhere in India →
Or give a missed call: 8956067111 or 8767311311
2.4 GHz or 5 GHz, and where the router sits
A dual-band router broadcasts on two bands, sometimes under two network names and sometimes under one. 5 GHz is faster but has a shorter reach and loses more through walls. 2.4 GHz reaches further and gets through walls better, but it is slower and more crowded, because neighbours’ routers and many smart-home gadgets use it too.
Placement matters more than most settings. Keep the router central, raised and in the open, not inside a cabinet, behind the TV or on the floor in a corner. Thick walls, metal and mirrors all cost signal. If one far room is always weak, the fix is usually moving the router or adding a second access point, not a faster plan. The difference between fiber internet and Wi-Fi explains why.
Too many devices, or one heavy download
Wi-Fi shares its airtime between everything connected to it. A large game update, a cloud backup or a 4K stream on every TV can make the connection feel slow for everyone else, even when nothing is wrong.
Pause the big download and test again. If things recover, schedule updates and backups for overnight. We size plans at about 20 Mbps for each device that is busy at the same time; the internet speed calculator works it out for your household, and our 100 vs 200 vs 400 Mbps speed guide explains what each plan carries.
When it is the device, not the line
If only one phone or laptop has the problem while everything else is fine, the line is not the cause. Turn that device’s Wi-Fi off and on, then “forget” the network and join it again with the password. Check for a system update, and switch off any VPN or battery-saver mode that limits the connection.
Older phones and laptops may only use 2.4 GHz, or cap well below your plan speed however good the line is. That is the device’s ceiling, not the connection’s.
When it keeps disconnecting
Wi-Fi that drops every few minutes is usually a weak signal at the edge of the router’s range, or a device hopping between the two bands. Move closer and see whether it settles. Check the router is not boxed in or hot to the touch, and that its power plug is not in a loose extension strip.
If it drops on a cable as well as on Wi-Fi, it is not Wi-Fi at all. That is one for us.
When to call Gazon, and what to tell us
Call when the LOS light is red, when a cabled speed test is well below your plan, or when you have been through the steps above and nothing has changed. Support is on 0206 193 0306, 9 AM to 9 PM, or give a missed call to 8956067111 or 8767311311 and we call you back. You can also report a broadband problem online; every complaint gets a docket number.
One more thing worth checking first: whether your plan has run out. A lapsed plan is suspended, not cancelled, so the router looks normal and nothing loads. The customer portal shows your plan, and renewing brings the connection back. Every speed and term is on Gazon broadband plans and prices.
When you call, tell us which lights are on, what the cabled and Wi-Fi speed tests showed, and when it started. It saves a round of questions and gets the right person on it sooner.
Which plan this points to
| What the household does | Plan | From, on 365 days |
|---|---|---|
| Browsing, email, one stream | 100 Mbps | ₹425/mo |
| A family: two 4K screens and calls | 200 Mbps | ₹600/mo |
| Heavy use, several workers at home | 300 Mbps | ₹705/mo |
| Everything at once, large uploads | 400 Mbps | ₹845/mo |
Prices exclude GST. Every plan and term.
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