What Do I Do If I Don’t Have Internet/WiFi?

Modified on Wed, 20 Dec, 2023 at 7:36 PM

We’re sorry to hear this! We understand how vital having an Internet signal is. Please check out these General Troubleshooting steps first. 

If the issues persist, we kindly ask you to create a Help Request through our Member's Portal or your Habyt App. You can use the Category “Report Damage” and Subcategory Internet/Wifi.

In order for us to support you in resolving this issue, we will also need you to provide us with the following information:

  • Can you connect to the network with at least one device? If not:
    • Please send us a picture of the router, showing the lights and labels.
    • Additionally, please send us a screenshot showing which network the device is connected to.

  • In the case of a successful connection, does the device receive an IP address? If not:
    • Please send us a screenshot of the network settings (SSID, IP address, gateway, DNS, MAC address).

  • Can you open any web pages without problems with a successful connection and with an IP? Please let us know if this is the case.
  • Is there any additional network device in your flat, like a Wi-Fi repeater, which has been installed by you? Please provide us with:
    • Ping test screenshot
    • Speed test screenshot. After the test has finished, please extend the result by clicking on the button “More info”. This will trigger the test for the upload speed.
    • A screenshot of the results, including the whole browser window.

We ask that you also provide us with a screenshot of the speed being closed to the router and from your room. Optionally, you can also share a screenshot of the network settings, which includes information about the WiFi channel, RSSI, Noise, BSSID, Transmission rate (Tx rate), and similar.

From here on, we’ll take the necessary steps.

⚠️  Please be aware that internet performance is not the same across different countries due to the infrastructure that such countries have set up for all internet providers. This ultimately affects the speed and stability offered in many cities. Although this is out of our direct span of control, we are always working on understanding each situation and offering alternative solutions.

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