Learn how to diagnose or solve your Wi-Fi coverage issues
What is Wi-Fi?
Wi-Fi is technology that connects your personal devices, such as your tablet, smartphone or laptop, to the Internet without a physical wired connection. This technology transmits radio signals to and from your modem so you can browse webpages, stream videos or play online games.
The difference between 2.4GHz and 5GHz
‘2.4G’ and ‘5G’ correspond to different Wi-Fi frequencies: 2.4 GHz and 5 GHz. 2.4 GHz offers speeds great for surfing and coverage for farther distances. 5 GHz offers faster speeds great for streaming in a closer range of the modem. Each network has its advantages and disadvantages. See the table below for more information:
Covers a larger area and has further range than 5GHz
Covers a smaller area in your home and has less range than 2.4GHz
More susceptible to interference from microwaves, cordless phones, baby monitors and neighbours’ Wi-Fi.
Less susceptible to interference than 2.4GHz. Ideal for apartments with interference from neighbours’ Wi-Fi.
Type of usage
Email, instant messaging, web browsing
Streaming video, video games
What are some factors that affect Wi-Fi?
The speed and reliability of your Wi-Fi connection can be impacted by a range of factors, including:
Interference from radio devices
The specification of your device
The size and building material of your home
Try the below initial steps to see if your performance improves before progressing:
Disconnect and reconnect to your Wi-Fi on your devices.
: Wi-Fi speeds may be slower on older devices, such as early generation smartphones, tablets and iPads. These same devices may also be impacting the performance of your whole Wi-Fi network, slowing down other devices in your home. To learn how to optimize your devices, visit our device performance page.If you are operating older devices consider disconnecting these devices when not in use or upgrading these devices.
Restart your modem. This will prompt the modem to find the optimal signal to use for your situation
: Restarting or resetting your modem may only provide a temporary fix to your problem. If you find the issue reoccurs contact us in order for us to find and fix the root cause of your problem.
Positioning your modem
Your TELUS technician installed your modem in the best possible location at the time of installation. As time goes on, changes may occur within or around the home that could impact the performance of the modem. Check that your modem is at the same location where your TELUS technician installed it. If it has been moved, put it back in its original location
Move your modem off the floor
Avoid placing the modem near windows, in cabinets, mirrored objects, fish tanks or objects that may obstruct the signal
TELUS Wi-Fi Plus
When listening to music on the radio, the sound quality not only depends on how close your radio is to the transmitter, but also on the number of walls the radio waves must pass through. Wi-Fi acts in a similar way. In order for Wi-Fi signals to travel from your modem to your device, they must pass through your walls and floors. Building materials, such as concrete and brick, reduce your Wi-Fi signal strength. If you have a large home and would like additional coverage, TELUS offers Wi-Fi Plus to extend your Wi-Fi network.
Some devices may cause interference with your Wi-Fi signal if they are within close proximity to your modem. If possible, try removing or turning off the sources of potential interference. Try to relocate the following away from your modem and Wi-Fi devices:
Wireless security cameras
Cordless telephone base stations
Wireless speaker systems
Certain monitors and LCD displays
To improve performance, try moving those devices away from your modem. If the interference persists, contact the device manufacturer for additional troubleshooting.
Installing Boost Wi-Fi can help with Wi-Fi congestion. Learn more about
The number of devices, the age of your devices and what you do on your devices also impact performance. If you have multiple Wi-Fi devices operating at the same time, each device must wait its turn to communicate through your home internet.
Some devices connected to your Wi-Fi may automatically use bandwidth. If you do not require your device to be connected, turn it off and this should help free up some bandwidth
If you find you are consistently using more than what your plan allows, consider upgrading your plan
Wi-Fi signals operate only on certain radio frequencies. Congestion on these frequencies are problematic due to high-density living. Wi-Fi networks can become overcrowded, just like traffic on highways. The number of neighbouring Wi-Fi networks around your home can have a negative impact on your Wi-Fi performance.
: Our advanced Wi-Fi modem offers smart Wi-Fi to select the optimum frequency for your home, so you don’t have to.
Restart your modem in order to rescan the area to find the best settings for your home