Slow or unstable WiFi
Symptom: the customer has internet (the fiber connection is good), but the WiFi is slow, drops, or doesn't reach some rooms.
Before anything: separate WiFi from the connection
Confirm the connection itself is good: optical signal OK (Optics) and a reasonable speed diagnostic on the device. If the fiber is good and only the WiFi is poor, follow along here.
Step by step
-
Open the CPE's WiFi tab (requires TR-069).
-
Channel and interference: check Neighboring Networks. Many networks on the same channel degrade WiFi. Change the channel (or use automatic selection).
-
Band: confirm the customer is using 5 GHz where possible (faster, less interference) and not only 2.4 GHz.
-
Connected devices: on the Devices tab, check how many devices are on the network and whether one of them is hogging everything.
-
Change parameters: adjust SSID/password/channel remotely as described in Change a CPE's parameters via ACS.
Most common causes
| Cause | Indication | Action |
|---|---|---|
| Congested channel | Many neighboring networks on the same channel | Change channel / automatic |
| Only 2.4 GHz in use | Customer far from the router or only 2.4 | Recommend using 5 GHz |
| Insufficient coverage | Poor only in far rooms | Suggest a repeater / mesh |
| Overloaded device | Too many devices | Restart / consider an upgrade |
WiFi depends heavily on the customer's environment (walls, distance, appliances). Not every WiFi problem can be solved remotely — sometimes the solution is repositioning the router or using mesh.
When to escalate
- Insufficient coverage due to property size → offer mesh/repeater (sales), not a network fault.
- Poor WiFi on several customers with the same model → evaluate the firmware.