[upbeat music]
- Hi, everybody.
I'm Agent Nelson from the Geek Squad.
I'm here to give you some tips
to help you troubleshoot
when an internet connection
doesn't seem to be working.
First things first when troubleshooting
an internet connection:
we need to know if it's wired or wireless.
If it's wired, we have a physical
network cable plugged into our computer.
Sometimes all we have to do
is just unplug and plug that wire back in
and everything will start working again.
Maybe just restarting
the computer can help.
And if that doesn't work, unplugging
and plugging back in your modem
can many times bring things
back online for you.
If we're on Wi-Fi,
we're going to start by checking
our network status
by clicking on the network icon
in the bottom right corner
of our screen in the task bar.
Make sure your computer does not
have airplane mode enabled.
Ensure that your Wi-Fi is turned on.
Depending on how old your computer is,
there might actually be a switch
to enable and disable Wi-Fi connectivity.
Make sure you're connected to a network.
Pull up your network lists,
choose the network
you'd like to connect to,
and enter the password when prompted.
Once you're connected to your network,
if it seems to be running kind of slow,
check your broadband speed
by going to the link below this video.
It'll take you to our internet speed test
on BestBuy.com.
Scroll down and click on Go.
What this will do is run a quick
diagnostic on your internet connectivity
and let you know what your speed is
that you're getting.
And if you're supposed to be getting
40Mbps but you're only getting 4…
uh, it might be time for a call
to your internet service provider.
If we're still not
up and running after this,
we might have to take a look at our modem.
There's a few lights that indicate what's
going on with our internet connection.
The lit globe or a symbol similar to that
usually lets us know
we are connected to the internet
outside of the home.
There's generally arrows
for data up and data down.
Data up is information
that we are sending.
Data down is information that's coming in.
Those lights will blink as our
modem exchanges data
with the rest of the internet.
We also have a network connectivity,
or network activity, light that blinks
every time a device is exchanging data
through the internet over your network.
If any of these lights are not lit
or not blinking the way they should,
we can always unplug
and plug our modem back in
and then, once the modem reboots,
go back to our device
to verify internet connectivity
has been restored.
Once your modem is back online,
if it's not showing any activity
by blinking that network activity light,
you may need to restart your router
as well.
By power cycling your router,
unplugging and plugging it back in,
that should reconnect with the modem
and then get everything
back in the house back online.
At this point,
you should be up and running.
If not, give us a call
at 1-800-Geek Squad.
We'd be more than happy to assist.
I really hope this helped demystify
troubleshooting the internet connections
in your house.
Thank you for watching.
[upbeat music]
