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At Home Troubleshooting Guide

Learning about your Network

Here are a few tips to help improve your Wi-Fi coverage and experience at home, which can make a big difference in your daily activities.


Optimal Router Placement: Place your router in a central location, away from walls and obstructions. Elevate if possible, as this can help distribute the signal more evenly. Please call support if you may want to move your routers location, this may require a technician. Below are some ideal router placement locations.

    • Central Location: Place your router in the center of your home. This helps reduce dead spots and ensure that the signal reaches all areas more evenly.
    • Elevated Position: Position the router on a high shelf or mount it on a wall. Wi-Fi signals spread out and downward, so an elevated position can help cover a larger area.
    • Avoid Corners, Walls, and Large Furniture: Placing the router near walls or in corners can limit the signal's reach. Try to position it in a more open area to maximize coverage.
    • Away from Interference: Keep the router away from other electronic devices that can cause interference, such as microwaves, cordless phones, and baby monitors. These devices can disrupt the Wi-Fi signal.
    • Open Space: Avoid placing the router in enclosed spaces or behind furniture. Wi-Fi signals can be obstructed by walls and objects, so an open space allows for better signal distribution.
    • Near Devices: If you have specific devices that require a strong connection (like a gaming console or smart TV), try to position the router closer to those devices.
    • Antenna Position: If your router has external antennas, adjust them for optimal coverage. Typically, positioning one antenna vertically and one horizontally can help cover both horizontal and vertical spaces.
    • Update Firmware: Check your router's firmware to ensure it is up to date. Manufacturers often release updates that can improve performance and security. This can be easily checked by calling the office.
    • Use a Wi-Fi Extender or Mesh System: If you have dead spots in your home, consider using a Wi-Fi extender or a mesh Wi-Fi system to boost coverage.

Wi-Fi Extender


A Wi-Fi extender, also know as a booster or repeater, works by receiving and amplifying your Wi-Fi signal, then transmitting the boosted signal. This can help eliminate dead spots and extend coverage to areas where the signal is weak.


    • Extended Coverage: Helps reach areas that your main router can't cover
    • Easy Setup: generally simple to set up and configure
    • Cost Efficiency: Often less expensive than upgrading to a new route or a mesh system

Mesh Wi-Fi System


A mesh Wi-Fi system consists of multiple units (nodes) that work together to create a single, seamless network. Each node communicates with the others to provide consistent coverage throughout your home. Key benefits include:

    • Seamless Coverage: Provides uniform coverage with no dead spots, as each node works together to distribute the signal
    • Scalability: Makes it easy to add more nodes to expand coverage as needed
    • Single Network Name: Uses a single network name (SSID), allowing devices to switch between nodes seamlessly
    • Advanced Features: Often comes with additional features like parental controls, guest networks, and better security options

Choosing Between Extenders and Mesh Systems


    • Wi-Fi Extender: Best for smaller homes or specific areas with weak signals
    • Mesh Wi-Fi System: Ideal for larger homes or spaces with multiple floors, where consistent coverage is needed throughout.

Troubleshoot Connection Issues

If you’re connected to your Wi-Fi but still don’t have internet access, there’s probably something wrong with your internet signal. The same is true if you’re unable to access the internet using a wired connection. Try these fixes first:

Power cycle your ONT, router, and device.

Power cycling your ONT and router should be the first thing you do when encountering an internet signal issue. Don’t skip this step! This is almost always what tech support will ask you to try first, as it often solves the problem.

To power cycle your equipment, unplug the power cable for 60 seconds and plug it back in. The equipment will take a few minutes to reboot. It’s also a good idea to restart the device you’re using.

Check your cables and wires.

Wires and cables often become loose or damaged from repeated stress. The cable feeding the internet to your modem is either a fiber optic cable or an Ethernet cable.

Check for damage. See if the cable looks torn or perhaps chewed by a pet. Ethernet and fiber cables are especially prone to damage, as the copper wires or the fiber optic filament inside are very thin.

If you detect any damage, please contact support so we can dispatch a technician to help with the repairs.

Avoid unplugging and plugging fiber optic cables, as the filament is fragile.

Connection Style 1-1

Connection Style 2-1

NEVER unplug the fiber optic cable from the ONT, as it is a laser and can cause eye damage if pointed directly at the eyes.

You may check the seating on the Ethernet cables by:

How to Connect Devices to Your Wi-Fi

To connect devices your Wi-Fi, you'll need the router's username and password. Follow the instructions below to add your devices.


If these steps don't work, please contact the device manufacturer for further assistance, as the issue may be device-specific and not related to your internet provider.


Adding a smartphone or tablet


Apple IOS Device


From your Home screen, select:



Android Device


Start from Apps and select:



Please be aware that once you enable Wi-Fi on your device, it will automatially search for any available Wi-Fi networks in the vicinity.

Add a computer (Mac or PC)

Add a game console

How to Peform a Speed Test

Running a speed test is a quick and easy way to check the performance of your internet connection. Whether you're troubleshooting a slow connecteion or just curious abut your current speeds, here's how to get the most accurate results.

Before you Begin

To ensure your speed test reflects your actual internet performance:

Before You Begin

  1. Choose a reliable speed test site (right-click > Open Link in new tab): speedtest.net
  2. Click on the "GO" Button and wait for your results. They default to the optimal server for you, Select "Change Server" if you wish to change this for any reason.
  3. Wait for the test results to finish, this ususally takes less than a minute to measure. The results show:
    • Download Speed (how fast you receive data).
    • Upload Speed (how fast you send data).
    • Ping/Latency (how quickly your device connects to the server).

Troubleshotting Tips

If your speed test results are lower than expected:

Why Wired Speed Tests matter for Vogtmann Engineering Inc. Users

To get the most accurate results of the lightning-fast Fiber to the home, we recommend running your speed test using a wired (Ethernet) connection. Here's why:

Wi-Fi Connection

Bottom Line

A wired speed test shows the true performance Vogtmann Engineering Inc. is delivering to your home. A Wi-Fi test reflects how your specific device performs in your home environment, which may vary.