Are you having Internet or Wi-Fi Issues?
“My Internet isn’t working.,” “The Wi-Fi isn’t working.,” “Nothing is Loading” ... These are the subjects of common connectivity tickets! And in some cases, they are right, our expert engineers work with our customers to understand the root cause and resolve these issues. However, in many instances, there is a common misunderstanding on what the issue is, and in many cases, the difference between Wi-Fi and the Internet. This is not anyone's fault, as technology has evolved, and as home routers have Wi-Fi capabilities built into them, there is a common misconception that Wi-Fi and the Internet are the same thing. conflation of technology terminology means that many people may say that they have one issue, when they have another entirely, as they associate one with the other. So, let us divide out these two terms and provide some tips so that you can understand where the issue is.
Accessing the High-Speed Internet Highway
Let's start with another terminology that has suffered from terminology conflation. Broadband is not the Internet, many people associate the terminology of Broadband with the internet, however this is merely just one of the many methods that people can access the internet, such as; fibre-optic cables, DSL (Digital Subscriber Line), and mobile services like 4G and 5G. Each type has its own set of characteristics:
Fiber-Optic Connectivity:
This method uses light to transmit data through thin glass or plastic cables, offering incredibly high speeds and reliability over long distances. Unlike coper cabling, it does not suffer from the same kinds of signal degradation or interference. Fiber-Optic Connectivity can often come in a variety of options also. FTTC for example stands of “Fiber to the Cabinet” a method by which your Internet Service Provider (ISP) can provide high speed fibre-optic cabling to your local exchange cabinet, and you are then supplied with a copper connection from the cabinet. However, FTTC can still suffer from signal loss and interference between the cabinet and your property. FTTP, on the other hand, stands for “Fiber to the Property” and it does what it says on the tin, your ISP provides fibre to the cabinet and then fibre to your property from the cabinet. However, there are also other forms of Fiber connection to your property, which include “Leased Lines,” whereas you share your FTTC or FTTP connection to the exchange with other people in your local area (such as a business estate), Leased Lines offer uncontended access to the internet. Meaning, you get 100% of your available bandwidth, 100% of the time, no sharing.
DSL Broadband:
Utilises existing coper telephone lines, providing higher speeds than legacy “dial-up” connections. Much like with dial-up connectivity, the use of these analogue lines has been mostly replaced by Fiber-Optic cabling and these ISDN/PSTN connections are being phased out and switched off in the UK by the end of 2025.
Mobile Data (4G, 5G):
Mobile data grants users with internet access via phone masts to mobile phones and tablets with Physical or Electronic (eSIM) SIM cards.
Satellite Internet:
This solution is ideal for rural areas where traditional cabling does not reach. However, it is generally more expensive than cabled or mobile connectivity solution.
These “Broadband” options are known for their reliability and capacity to support multiple devices, making them a backbone for modern internet usage.
Wi-Fi: The Wireless Wonder
Wi-Fi is a technology that was first made available in the late 90’s (1997), it allows devices like laptops (or desktops with Wi-Fi capability), tables, smartphones, smart home devices, games consoles and more, to connect to the internet via a home router wirelessly. As we mentioned previously, Wi-Fi capabilities are often built directly into your home (or business) broadband router, allowing you to connect your devices to it to access the internet. However, it is also common to have separate modems, or combination modem and router, with separate wireless access points.
What does the term Wi-Fi mean?
There is a common misconception that the term “Wi-Fi” stands for “wireless fidelity,” much like how “Hi-Fi” stands for “High Fidelity.” However, the term Wi-Fi was developed by the marketing agency Interbrand as a “catchy term” for Wireless Networking Technology and Protocols (based on the IEEE 802.11 family of standards) for the Wi-Fi Alliance so that they could used to officially certify products that meet these Wireless Networking standards. Non-certified products cannot use the Wi-Fi Certified branding and are often referred to as WLAN (Wireless Local Area Networking) devices. Many people (including us at times) may write Wi-Fi as; WiFi, Wifi or wifi. However, these terms are not approved by the Wi-Fi Alliance. Whilst W-Fi officially does not stand for “wireless fidelity,” confusingly, the Wi-Fi Alliance did briefly use the slogan “The Standard for Wireless Fidelity” which is where much of the confusion surrounding this name comes from.
How does Wi-Fi Work?
Wi-Fi operates on a number of different frequency bands (2.4 GHz and 5 GHz) and is defined by various standards, with Wi-Fi 4, Wi-Fi 5, and Wi-Fi 6 being the most common. These standards have also been known by their IEEE standard lettering schemes such as b (Wi-Fi 1), a (Wi-Fi 2), g (Wi-Fi 3), n (Wi-Fi 4), ac (Wi-Fi 5), ax (Wi-Fi 6 & 6E) and be (Wi-Fi 7).
Wi-Fi networks are set up using routers and one or more access points, providing flexibility and mobility within the space that they are required. With each Access Point only being limited by the Distance it can transmit over. However, multiple access points can be used in a home or business environment to cover larger areas, such as; offices, shopping centres, theatres, manufacturing facilities, warehouses and more.
However, it is important to understand that Wi-Fi's convenience comes with challenges like signal interference and range limitations, but overall, it has revolutionised how we access the internet in homes, businesses, and public spaces. Especially when you consider that you can easily connect to the internet from most public spaces (such as hotels, cafes, restaurants and more) when travelling.
The latest Evolution of Wi-Fi: Wi-Fi 6 to Wi-Fi 7
Wi-Fi technology is continually evolving, with Wi-Fi 6 & Wi-Fi 6E being the current (as of early 2024) leading standards available for home and business users. However, technology brands highlighted the next evolution of Wi-Fi technology, WiFi 7, at CES 2024, which offers increasingly faster speeds and greater efficiency over Wi-Fi 6.
Wi-Fi 6 (IEEE standard 802.11ax): Launched in 2019, this standard improved bandwidth utilisation, multi-user experiences, and extended battery life. Wi-Fi 6 is especially useful for environments with a high density of devices.
Wi-Fi 6E: An extension of Wi-Fi 6, introduced in 2021, Wi-Fi 6E adds an additional band to the existing 2.4GHz and 5GHz used by Wi-Fi 6. The 6 GHz band was made available for this standard, which offers less congested airwaves, making it ideal for high-bandwidth and low-latency applications like streaming and virtual reality.
Wi-Fi 7 (802.11be): Wi-Fi 7, which launched in 2024, provides a significant leap in performance with speeds up to 46 Gbps and enhanced capacity. This potentially paves the way for many businesses completely replacing their traditional cabling solutions and instead using Wi-Fi 7 Access Points for high-speed data transfer. & potentially paving the way for “smart cities” with the use of similar devices as public data access points.
As this technology evolves, each of these standards have been developed to cater for evolving needs. Wi-Fi 6 was developed as a faster and higher capacity upgrade to Wi-Fi 5, Wi-Fi 6E was developed to address high-density environments, and Wi-Fi 7 has seen the most significant leap in this technology in the past decade, preparing homes and businesses for future connectivity demands.
Where is the issue? Wi-Fi or Internet?
Now that we have deciphered what both Internet/Broadband & Wi-Fi are and how they differ. The question remains, if you are experiencing issues, what type of issues are you experiencing?
Often, when facing connectivity problems, it is common to assume there's an issue with the internet service. However, we must distinguish whether the problem lies with your broadband (internet service) or your Wi-Fi (local network), as each of these types of issues requires different knowledge/specialist skills and often requires different escalation paths. Wi-Fi/Network issues are handled by our in-house Network Engineers and if we have Networking Monitoring solutions in place, we will have in-depth reports of your network topology and can identify problem areas and potential fixes. Whereas Internet issues will require a different escalation to the relevant core network provider and may require investigation by core network engineers at regional exchanges, these types of escalation can often take longer to fix, unless it is an issue that they can resolve remotely.
While exploratory questions such as “Is it just your computer?” “Are you connected to your Wi-Fi?” or “Do you have a network cable plugged in?” may sometimes sound condescending or can be frustrating if you are struggling to work. Misidentifying the issue can lead to further unnecessary frustration and delays in resolving the problem. Our trained expert engineers will work with you to resolve the problem in a friendly and timely manner.
Broadband vs. Wi-Fi: Where Does the Issue Lie?
Broadband/Internet Connection Issues:
If your broadband/internet connection is down, you will lose internet access across all your home/ business devices, both wired and wireless. This is typically an issue with your Internet Service Provider (ISP), Core Network Provider, or physical connections to your building.
Wi-Fi Issues:
Wi-Fi problems, on the other hand, mean trouble with the local wireless network. This could be potentially issues with just a single access point (which in a small business could mean all devices may become disconnected), or multiple access points (which could identify a network-based issue). Other Wi-Fi issues might include weak or unstable signals in certain locations, this could be down to your position within the building, distance from the nearest access point, or congestion if too many devices are connected to the same access point.
Tech Tips for Self-Diagnosis
Check Multiple Devices:
If only one device struggles to connect while others work fine, the issue is likely with that specific device, not your broadband or Wi-Fi network.
Test with a Wired Connection:
Connect a device directly to your router (or a Switch which is connected to your router) using an Ethernet cable. If the internet works fine on this device, the problem is probably with your Wi-Fi.
Router and Access Point Check:
Restarting your router and any Wi-Fi access points can often resolve firmware-based issues on these devices. We will often work with businesses to guide them through this process so as not to cause further issues by disconnecting the wrong cables. If issues persist, the problem might be with these devices or their settings.
Signal Strength and Interference:
Thick walls, large distances, interference from other electronic devices, or even large bodies of water and some treated types of glass (or other dense or reflective materials) can weaken Wi-Fi signals. Try moving closer to the Wi-Fi Access point to test your connectivity or move to a location near the Access Point which may have reduced interference.
ISP’s Service Status:
This may sound silly “How can I check my internet is working without internet?” But by using a mobile phone to connect to mobile data, you may be able to check your Internet Service Provider’s website or customer service for any reported outages in your area. This can quickly confirm if the problem is with the broadband service. There are also useful tools such as Down Detector to check for a high number of reported issues or outages.
Use Built-in Network Troubleshooters:
Most operating systems (such as Windows or macOS) have built-in network diagnostics tools. If it is just a single device that is having connectivity issues, you can use these tools to potentially detect and sometimes even automatically fix connectivity issues.
Consult with us:
Regardless of where the issue lies, call us, explain what checks you have done already, this will help us pinpoint the issue in addition to our monitoring tools and check we will do, and we can work with you to ensure you reach a resolution.
By checking these common self-diagnosis steps, you can better identify whether you're facing an Internet or Wi-Fi/Network issue, leading to more targeted and effective troubleshooting. Remember, understanding the nature of the problem is the first step towards finding a solution.
How can TwentyFour help your business?
We work with businesses to ensure that they have the tools, solutions, and resources in place to provide the best solutions to provide continuous uptime, working to ensure that the business’ network infrastructure (including Wi-Fi) will grow with the business needs.
The landscape of internet connectivity is vast and complex, but understanding the basics of broadband and Wi-Fi can greatly enhance one's digital experience. Whether it's the stable and fast connection provided by broadband or the convenience and flexibility of Wi-Fi, these technologies form the foundation of our online world. With the ongoing development in Wi-Fi standards, staying informed about the latest advancements like Wi-Fi 6E and Wi-Fi 7 is essential for making the best use of these indispensable tools.