Wi-Fi signal in a premises may be improved through addressing the points above, or by considering:
- a different modem/router,
- using more devices via a direct cable connection, or
- a Wi-Fi booster.
How to make a complaint about Wi-Fi
Wi-Fi is a method of sending data over short distances using radio waves instead of cables.
What is Wi-Fi?
Wi-Fi is how many people connect wirelessly to a modem/router so they can access the internet in their home or office. Wi-Fi is not an internet service and is not provided by the internet provider. The strength of the Wi-Fi signal in the premises can be impacted by multiple factors, including:
multiple devices connected to the same modem/router
software configuration of the modem/router
the location of the modem/router
what the building is made from
interference from other appliances such as TVs, Microwaves, etc
Who is responsible for the Wi-Fi connecting to devices?
While the provider is responsible for providing an internet connection to the modem/router, typically, the consumer is responsible for ensuring Wi-Fi signals connect to their devices. We cannot require the provider to:
- fix your Wi-Fi issues
- give you a Wi-Fi Booster free-of-charge or at a discount
- upgrade your internet speed tier free-of-charge or at a discount
These are commercial decisions providers can make, which are outside our Terms of Reference.
Ready to make a complaint?
10-20 minutes
What if the modem/router is faulty?
If the modem or router is faulty, you may be entitled to a remedy under Australian Consumer Law.
When the TIO can help
If the modem or router supplied by the provider is faulty, we may be able to help you get it:
repaired
replaced or
the cost of the modem or router refunded to you.
When the TIO cannot help
If you purchased the modem/router from a retail shop, you should speak with the retail shop you purchased it from.
For more information about returning faulty goods to a retail shop, please refer to your entitlements on the Australian Competition and Consumer Commission website.
Is it equipment or Wi-Fi that is faulty?
Is it equipment or Wi-Fi that is faulty?
We expect troubleshooting to be completed with your provider when you report a problem with your internet service. Troubleshooting will help identify the issue. Some of the steps you can take are:
restart the modem/router
complete speed tests through a direct cable connection
relocate the modem/router
connect different devices to the modem or router through Wi-Fi and then through a direct cable connection
temporarily replace the modem or router to test Wi-Fi connectivity.
Not making progress? Get us involved
10-20 minutes