PC & Wi-Fi Support Case study
Fixing Wi-Fi That Showed Connected but Had No Internet
Devices showed they were connected to Wi-Fi, but the client couldn't get online. Our PC support visit found and corrected an extender setup problem affecting the downstairs computers.
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The situation
PC support for Wi-Fi problems at home
Devices showed they were connected, but the client couldn't get online. The connection itself appeared stable, while the computers downstairs were struggling.
- Customer
- Private Client
- Service
- PC & Wi-Fi Support
- Location
- Australia
- Client name withheld for privacy
01 / The challenge
Where was the connection breaking down?
We needed to follow the connection through the home and find what was different downstairs. A good result had to cover those computers, as well as the devices working closer to the router.
02 / The Call IT Mate approach
Following the connection downstairs
We compared the available speeds and checked how the devices were joining the network.
Checked the Wi-Fi Connection
We confirmed that devices could connect to Wi-Fi, even though the client was having trouble getting online.
Tested Speeds at the Router
The speed test at the router returned 49 Mbps.
Tested Speeds on the Laptop
The laptop returned 44 Mbps, giving us another point of comparison.
Tested the Downstairs Computers
We tested the downstairs computers, which were struggling, and continued investigating that part of the setup.
Found Devices on a Different IP Range
The different IP range led us to the client's Wi-Fi extender.
Found the Extender in Router Mode
We found the extender had initially been configured in router mode.
Reset and Reconfigured as a Repeater
We reset the extender and set it up as a repeater for the downstairs area.
Confirmed Stable Speeds
After the changes, speeds looked stable.
Client-specific details remain private.
03 / The outcome
The downstairs setup was sorted
The downstairs setup was reconfigured and speeds looked stable afterwards. The client was happy with the service and felt the pricing was reasonable.
Configuration issue identified
The extender was running in router mode.
Downstairs setup corrected
The extender was configured as a repeater.
Speeds looking stable
The result was checked after the change.
Frequently asked questions
Why does Wi-Fi say connected but no internet?
The device has joined a Wi-Fi network, but that doesn't confirm it can reach the internet. Check the connection beyond that device, including any extender involved.
Can a Wi-Fi extender cause connection problems?
Its configuration is worth checking. Make sure its operating mode suits the role it needs to perform in your home network.
What is the difference between router mode and repeater mode?
Router mode creates a separate network. Repeater mode extends an existing Wi-Fi network. Check the device's setup instructions so you choose the mode intended for your layout.
Does a different IP range always mean something is wrong?
No. It can be intentional, but it is a useful clue when investigating an extender. Check where the device is getting its address and whether that matches the intended setup.
When should I get PC support for downstairs Wi-Fi?
If some devices work while those in another area struggle, compare the results in each location. Those differences can help guide a check of the network and any extender.
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