Troubleshoot

Top 9 Solutions for Internet Issues 

30/9/2024
3 min read

A stable internet connection is essential in today’s digital world, whether you’re working, streaming, or just browsing. However, occasional connectivity issues can't be avoided. Here are the top nine solutions to help you quickly resolve common WiFi and internet problems.

1. Ensure Your Line is Active

One of the first things to check when experiencing frequent disconnections or no service is your line status. An inactive or suspended line can disrupt your connection.

How to Verify Line Status: 


  1. Open the MyDigi App or Celcom Life App.
  2. Check the status of your line to ensure it’s active.
  3. If your line is barred/suspended, you’ll need to pay any outstanding amounts. The easiest way to make a payment is via the app. Alternatively, explore other payment methods here.

Ensuring that your line is active is crucial for maintaining a consistent WiFi connection.

2. Restart Your Modem and Router

A quick restart can resolve many connectivity issues by refreshing your network. This step is especially useful if you can connect to WiFi but can’t access the internet.

Steps to Restart: 


  1. Turn off your modem and router.
  2. Wait for a few minutes.
  3. Turn them back on.

Important Note: Avoid pressing the reset button on your router, as this will erase your settings.

3. Check Your Connections

Loose or faulty cables can be the hidden culprit behind frequent WiFi disconnections. Secure connections ensure a stable network. You can check this by ensuring that the cable is securely connected to your router’s WAN port.


A secure physical connection is essential for maintaining a stable internet experience.

4. Limit Device Usage

Having too many devices connected to your WiFi network can lead to congestion and frequent disconnections. You can manage usage by disconnecting devices that are not currently in use.

Reducing the number of active devices on your network can significantly enhance its performance and stability.

5. Check Modem & Router Lights

Indicator lights on your modem and router can provide clues about your network’s health.

What to Look For:

  • Ensure there are no red lights on the modem or router.
  • If you see a red light, it usually signals an error.

Action: If a red light appears, capture a video or photo and reach out to CelcomDigi support for assistance here.​

6. Restart or Reset Your Mesh Extender (If Applicable)

If you use a mesh network, sometimes the extender might need a restart or reset to improve connectivity.

How to Restart or Reset (if applicable):

  • Disconnect your Mesh Extender and reconnect it to refresh the network.
  • If re-pairing doesn’t work, press and hold the reset button (usually at the back) for about 10 seconds, then release. The device will restart and return to its factory settings. 


**Note: After resetting, you’ll need to set up the extender again.

Having No Internet Access Despite Being Connected to WiFi?

If you’ve tried the above steps but still face internet issues, here are additional troubleshooting solutions for specific scenarios:

No Internet Access Despite Being Connected to WiFi

If you’re connected to WiFi but still can’t access the internet, there may be underlying issues affecting your connectivity. Here are some solutions to get you back online:

  • Restart Your Router: Sometimes, a simple restart can resolve connectivity issues. Unplug your router, wait for 30 seconds, and plug it back in.
  • Check Your Internet Plan: Ensure your internet plan is active and you haven’t exceeded your data limit.
  • DNS Settings: Incorrect DNS settings can cause connectivity issues. Try switching to a public DNS like Google’s (8.8.8.8 and 8.8.4.4).
  • Contact Your ISP: If the problem persists, contact your Internet Service Provider (ISP) for further assistance.

Can Surf Some Websites but Have Issues with Specific Ones?

Sometimes, you can access most websites, but specific ones refuse to load. This can be caused by various factors, including browser settings and website status. Try these steps:

  • Clear Browser Cache: Sometimes, cached data can cause issues. Clear your browser’s cache and cookies.
  • Check Website Status: The website you’re trying to access might be down. Use online tools like DownDetector to check the status.
  • Disable VPN/Proxy: If you’re using a VPN or proxy, try disabling it to see if the issue resolves.
  • Update Browser: Ensure your web browser is up to date. Outdated browsers can have compatibility issues with certain websites.

Unable to Connect on Certain Devices, Like Smart TV or etc.

If certain devices, such as your Smart TV or gaming console, can’t connect to the internet while others work fine, the issue might lie with the device’s settings or compatibility. Consider these solutions:

  • Check Device Settings: Ensure the network settings on your TV or PS5 are correctly configured.
  • Firmware Update: Make sure your device’s firmware is up to date. Manufacturers often release updates to fix connectivity issues.
  • Network Band: Some devices may have trouble connecting to certain WiFi bands (2.4GHz vs. 5GHz). Try switching bands on your router.
  • Wired Connection: If possible, use an Ethernet cable for a more stable connection.

Frequent WiFi disconnections can be frustrating, but following these steps can help you identify and resolve the issue. If the problem persists, contact CelcomDigi support for further assistance.

A stable internet connection is essential in today’s digital world, whether you’re working, streaming, or just browsing. However, occasional connectivity issues are inevitable. Here are the top nine solutions to help you quickly resolve common WiFi and internet problems.

1. Ensure Your Line is Active

One of the first things to check when experiencing frequent disconnections or no service is your line status. An inactive or suspended line can disrupt your connection.

How to Verify Line Status: 


  1. Open the MyDigi App or Celcom Life App.
  2. Check the status of your line to ensure it’s active.
  3. If your line is barred/suspended, you’ll need to pay any outstanding amounts. The easiest way to make a payment is via the app. Alternatively, explore other payment methods here.

Ensuring that your line is active is crucial for maintaining a consistent WiFi connection.

2. Restart Your Modem and Router

A quick restart can resolve many connectivity issues by refreshing your network. This step is especially useful if you can connect to WiFi but can’t access the internet.

Steps to Restart: 


  1. Turn off your modem and router.
  2. Wait for a few minutes.
  3. Turn them back on.

Important Note: Avoid pressing the reset button on your router, as this will erase your settings.

3. Check Your Connections

Loose or faulty cables can be the hidden culprit behind frequent WiFi disconnections. Secure connections ensure a stable network. You can check this by ensuring that the cable is securely connected to your router’s WAN port.


A secure physical connection is essential for maintaining a stable internet experience.

4. Limit Device Usage

Having too many devices connected to your WiFi network can lead to congestion and frequent disconnections. You can manage usage by disconnecting devices that are not currently in use.

Reducing the number of active devices on your network can significantly enhance its performance and stability.

5. Check Modem & Router Lights

Indicator lights on your modem and router can provide clues about your network’s health.

What to Look For:

  • Ensure there are no red lights on the modem or router.
  • If you see a red light, it usually signals an error.

Action: If a red light appears, capture a video or photo and reach out to CelcomDigi support for assistance here.

6. Restart or Reset Your Mesh Extender (If Applicable)

If you use a mesh network, sometimes the extender might need a restart or reset to improve connectivity.

How to Restart or Reset (if applicable):

  • Disconnect your Mesh Extender and reconnect it to refresh the network.
  • If re-pairing doesn’t work, press and hold the reset button (usually at the back) for about 10 seconds, then release. The device will restart and return to its factory settings.

**Note: After resetting, you’ll need to set up the extender again.

Having No Internet Access Despite Being Connected to WiFi?

If you’ve tried the above steps but still face internet issues, here are additional troubleshooting solutions for specific scenarios:

No Internet Access Despite Being Connected to WiFi

If you’re connected to Wi-Fi but still can’t access the internet, there may be underlying issues affecting your connectivity. Here are some solutions to get you back online:

  • Restart Your Router: Sometimes, a simple restart can resolve connectivity issues. Unplug your router, wait for 30 seconds, and plug it back in.
  • Check Your Internet Plan: Ensure your internet plan is active and you haven’t exceeded your data limit.
  • DNS Settings: Incorrect DNS settings can cause connectivity issues. Try switching to a public DNS like Google’s (8.8.8.8 and 8.8.4.4).
  • Contact Your ISP: If the problem persists, contact your Internet Service Provider (ISP) for further assistance.

Can Surf Some Websites but Have Issues with Specific Ones?

Sometimes, you can access most websites, but specific ones refuse to load. This can be caused by various factors, including browser settings and website status. Try these steps:

  • Clear Browser Cache: Sometimes, cached data can cause issues. Clear your browser’s cache and cookies.
  • Check Website Status: The website you’re trying to access might be down. Use online tools like DownDetector to check the status.
  • Disable VPN/Proxy: If you’re using a VPN or proxy, try disabling it to see if the issue resolves.
  • Update Browser: Ensure your web browser is up to date. Outdated browsers can have compatibility issues with certain websites.

Unable to Connect on Certain Devices, Like Smart TV or etc.

If certain devices, such as your Smart TV or gaming console, can’t connect to the internet while others work fine, the issue might lie with the device’s settings or compatibility. Consider these solutions:

  • Check Device Settings: Ensure the network settings on your TV or PS5 are correctly configured.
  • Firmware Update: Make sure your device’s firmware is up to date. Manufacturers often release updates to fix connectivity issues.
  • Network Band: Some devices may have trouble connecting to certain WiFi bands (2.4GHz vs. 5GHz). Try switching bands on your router.
  • Wired Connection: If possible, use an Ethernet cable for a more stable connection.

Frequent WiFi disconnections can be frustrating, but following these steps can help you identify and resolve the issue. If the problem persists, contact CelcomDigi support for further assistance.

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