Why is my Wi-Fi not working?

If your Wi-Fi isn't working follow the steps below:

1. If the Wi-Fi light is off on the Imagine router check the following:

-Some units have a Wi-Fi button on the back of them so make sure this is turned on

-Reboot the router by unplugging the power cable from the wall and leave out for 2 minutes. Then plug back in and wait up to 3 mins for the router to connect to the network.

2. Check the cables & power to your router – if they’ve been unplugged or knocked out this can stop your service working.

-Check that the WAN cable (coming from the Network Termination Unit) is plugged into the WAN port on the router. This port is a different colour to the rest of the ports so should be easily identified.

-Check the power socket that the router is plugged in to is switched on and that there is power to it

3. Check your devices are connected to the WiFi in your device settings. If not see how to connect here

4. Check if the signal light is on - if it is, the router is receiving the external signal.

If you cannot get a signal light or the reboot doesn't restore the connection, please give us a call on 1800 938 100 and press 2 or email support@imagine.ie

Key points to remember:

-For wireless devices, it may help to be in the same room as the router when you are initially setting this up to ensure the best signal.

-Wi-Fi range only goes so far and can be limited by environmental obstacles such as walls, insulation, timber etc. If the Wi-Fi signal isgood near the router but is poorer far away from the router, you may need to invest in boosters or a mesh system to improve the Wi-Fi range through your home. You can purchase WiFi boosters or Mesh Kits from most major electric goods suppliers.

-If your WiFi speed is slow see tips on how to improve here

-Our WiFi is transmitted on both 2.4ghz and 5ghz frequencies. When you search for WiFi using your devices, you will see both options in available WiFi networks. 2.4ghz Wi-Fi has better longer range so select this on devices you plan to use further away from the router.

-Changing your Wi-Fi channels can also result in a better connection and experience. You can change these by logging in to your router using the login details on the back of the router.

Please don’t factory reset your router unless instructed to do so by our technical support team. Factory resetting your device will wipe all of your settings and means you will need to speak to a member of our technical support team to fully restore your service.

If we identify a network issue that may significantly impact your service, we'll endeavour to keep you informed of this by SMS to the mobile number registered to your account or through a message on our phone lines.

For more Support see:

Set up Wi-Fi

I can't connect to the Internet using my Fibre Service

I can't connect to the internet using my Fixed Wireless Service