Connection, speeds and technical support.

Connection troubleshooting.

How can I check my connection status?

Using the Nokia App, Tap Check on the Network health check card in the home screen. The app checks the network health and displays the health status. One of the following messages are displayed:

  • Network is healthy: WiFi points and devices are stable and home coverage is good. No action is needed.
  • Extend network coverage: Some devices are not receiving a good WiFi connection. To extend the network coverage, tap Tip details and follow the suggested tips to improve the network coverage.
  • Improve Wi-Fi point stability: The connection of the WiFi point is unstable. Try to place the extender WiFi point closer to the route device. Tap Test location to test the location of your WiFi point and follow the steps.
  • Improve the connection of a device: The device has an unstable connection. You can resolve this issue by; changing the position of your WiFi point, or moving the device closer to a WiFi point
  • Improve the network topology: The WiFi points in your network may not be connected to each other in a way that works well with Nokia WiFi. For more information on supported topologies, tap More Info and check the help centre page for the supported network topology.
My internet is down – troubleshooting help

Having problems with your WiFi? Follow these simple steps to check your connection.

Step 1: Check Your Equipment

Look for the plain white box and the yellow cable with green ends that connect your Nokia router to the box. Make sure that all cables are plugged in firmly and securely.

Step 2: Unplug and Replug

Try unplugging the yellow cable from both the plain white box and the Nokia router, and then plugging it back in. This will ensure that the cable is securely connected.

If the "Power" light is off, do the same with the power cable and make sure the socket it is connected to is working.

Step 3: Check the Lights on the Nokia Router

Look at the labels and lights on your Nokia router.

  • Power

This light should be on and solid.

If the power light is off, ensure the cable is plugged in correctly, and that the socket is working. Press the power button on the Nokia router around the back to ensure it hasn't been switched off.


This light should be on and solid.

Ensure that the yellow cable is connected securely and firmly on both the Nokia router and the plain white box on the other end of it. Unplug and reconnect it if having issues to ensure it is connected securely.

  • LAN1 - LAN4

These lights should be on if you have a device connected to the corresponding ports on the back of the router. 

Investigate the connected device and the cable itself if the lights are not on.

  • WLAN 2.4G - WAN 5G

These lights should be on and flashing.

If not, confirm they haven't been turned off when logging into the router, and press the "WLAN" switch near the power button, as this button can turn the WiFi on and off.

  • Internet

This light should be on and flashing.

If not, ensure the yellow cable is connected securely and firmly on both the Nokia router and the plain white box on the other end of it. Unplug and reconnect it if having issues to ensure it is connected securely.

Step 4: Restart your router

Try rebooting the router itself. 

To do this you should turn the router off, either by turning power off at the plug socket, or by pressing the power button on the back of the router, then turn it back on by either method after around 30 seconds have passed.

Step 5: Try Other Devices

If you're still having trouble after performing the above steps, try connecting to the WiFi with other devices as sometimes the issue will be related to one specific device.

If all devices are failing to connect, and you've performed the above steps you can give our expert team a call, we're always happy to help!

What tech support do you offer?

Our technical support team is available from your first moment as a G.Network customer. They’ll plug in and configure your router, and then if you need a hand, you can always get in touch.

Email Technical Support

WiFi Speed and performance.

What can I do on a full fibre connection that I can’t on my copper one?

A full fibre connection is essential for providing faster download and upload speeds that we will all rely on and can go to speeds copper simply cannot reach. We are using more data than ever before on data-hungry applications like HD video conferences, streaming and gaming, which often reaches the maximum data capacity of traditional copper connections. With full fibre, you will very rarely experience capacity issues from today’s standard usage requirements.

What is the difference between upload and download?

Downloading is when data is sent to your device from the internet. Uploading is when your device sends data to the internet. So when you video conference, for example, you are downloading others’ voices and pictures, and uploading your own so they can see and hear you. Upload speeds are therefore very important for home workers and content creators.

Will WiFi cover my whole house/premises?

Our engineers will position routers in your property to give you the maximum possible coverage. For the most part, in a standard residential property your router should give you good coverage throughout. But if you’ve got thick walls, or a very large property there may be spots where the signal is weaker. If it turns out your signal needs boosting, our technical support team can help you with our Full-On WiFi options.

What speeds should I expect over Wi-Fi?

When using Wi-Fi, it's important to understand that you may not achieve your full internet bandwidth. Even under ideal conditions with no interference and close proximity to the router, Wi-Fi speeds will be lower compared to a wired Ethernet connection. This is normal and expected. Several factors affect Wi-Fi speeds, including:

  • Wi-Fi protocol: Most devices use Wi-Fi 5, but newer devices may support Wi-Fi 6, which offers faster speeds (although it may come at a higher cost).
  • Frequency: Wi-Fi over 5GHz can reach speeds of around 600Mbps (Wi-Fi 6 or otherwise), while Wi-Fi over 2.4GHz has a maximum speed of 150Mbps (but is often lower). However, these speeds can vary depending on factors specific to your property.
  • Wired connection: For the maximum speed of your fiber connection to a single device, it is highly recommended to connect directly to the router using an Ethernet (RJ45) cable capable of 1Gbps speeds.

You can test your speed using the Nokia app or using the Speedtest by Ookla.

How can I improve my WiFi speeds?

Here are some tips to improve your Wi-Fi speed:

  • Change your wireless channel: If your Wi-Fi channel is crowded with other devices, it can slow down your connection. Many devices which don’t even use Wi-Fi still emit radio signals in the same bands (2.4 GHz or 5 GHz) as your Wi-Fi router and could be interfering with your Internet experience, slowing or disrupting your connection. You can change the channel by turning off your router for a few seconds, then turning it back on. Wait for a few minutes for the router to fully restart and try connecting again.
  • Optimize router placement: The location of your router plays a significant role in Wi-Fi signal strength. Keep it out in the open, elevated with at least 30cm of space around it. Avoid placing it in cabinets, on the floor, or behind objects that can obstruct the signal. Additionally, keep it away from other wireless devices and electrical appliances whenever possible. 
  • Connect directly into the Ethernet ports: Connect to the ports labeled LAN 1 – 4 on the back of the router, and running a speedtest that way as this can rule out if it’s the fibre line or the WiFi signal that is the culprit causing your experienced slow speeds.
  • Test another device: Test another device to see if the issue is not device specific. 
  • Extend your Wi-Fi signal: If you have areas with weak or no Wi-Fi coverage, consider using a Wi-Fi Mesh system to extend the signal range and improve coverage throughout your home.

WiFi networks and channels.

What is the difference between 2.4Ghz and 5ghz?

Your router also will have 2 Wifi networks that perform differently. For these examples, the WiFi name is “ALHN-1234” but this will relate to your Nokia WiFi network as well.

ALHN-1234: This is a 2.4Ghz WiFi signal. It has more range and is better against physical obstacles, but it’s slower and worse against wireless interference.

ALHN-1234-5: This is a 5ghz WiFi signal. It has less range and is worse against physical obstacles, but it’s faster and better against wireless interference. It is also newer, so older devices may not see this network.

How can I change the Wi-Fi channel or bandwidth on my router?

Follow these steps to change the Wi-Fi channel or bandwidth on your router:

  1. Open your web browser and type the IP address displayed on the back of your router into the address bar. Press enter to access the router portal.
  2. Enter the username and password shown on the back of the router to log in.
  3. Once logged in, you will see the router portal interface.

Steps to change the Wi-Fi channel:

On the left side of the interface, select the "Network" tab.

  • Choose the wireless network that your devices are connected to. For example:
  • For the 2.4GHz network, it might be named something like "ALHN-BF36".
  • For the 5GHz network, it might be named something like "ALHN-BF36-5".

Look for the "Channel" option, which is likely set to "Auto". Change it to one of the following options:

For 2.4GHz

We recommend selecting channels 1, 6, or 11 as they do not overlap and provide the best performance.

For 5GHz

Keep the bandwidth set to 80MHz for optimal speed. Choose a channel within the range of 36-48.

How do I enable WPS on for devices like printers or scanners?

Follow these easy steps to enable WPS on your Nokia G-2426G-A or XS-2426G-A Wi-Fi 6 router:

  1. Open a web browser and enter the Admin IP address. You can find this address on the sticker located on the back of the router. Press enter. A login prompt will appear.
  2. Enter the username as "userAdmin" and the password from the sticker on the back of the router.
  3. Once logged in, locate the Network section and click on the plus sign next to it. Then, click on "Wireless (2.4GHz)".
  4. Scroll down the page until you find the "Encryption Mode" option. From the drop-down menu, select "WPA/WPA2 Personal".
  5. Look for the "Enable WPS" option and choose "Enable" from the dropdown menu. Make sure the "WPS Mode" is set to "PBC" (push button control). Click "Save" to save your changes.
  6. With the settings saved, you can now connect your device using WPS. You have two options:
  7. a. Click the "WPS Connect" button in the router's web interface.
    b. Press the physical WPS button located on the back of the router.
How do I connect my Full on WiFi beacons?

We’ve put together a super useful guide on how to set up and configure your Full on WiFi beacons. 

See our guide on Full-On-WiFi set up
How to update your WiFi settings using the Nokia App (Apple devices)

You can edit a WiFi network with your Nokia WiFi mobile app. 

  1. Tap the WiFi network you would like to edit on the home screen of the Nokia WiFi mobile app and tap the Edit icon (pencil) to edit the WiFi network.  
  2. Or Tap Settings in the home screen of the Nokia WiFi mobile app and select the WiFi network that you want to edit. 
  3. On the Home Network screen, tap the Edit icon (pencil) to change the name and password. 
  4. The network will go down for two minutes, tap Continue in the warning message. 
  5. On the Edit Name & Password screen, make changes and tap the check mark to save. If you change the name or password, you will need to reconnect your devices.   
  6. Tap OK, got it to continue to save the changes and update the network. 
  7. After the network is successfully updated, tap Done. 

For further information on updating your settings on Apple devices please visit Apple support.

How to update your WiFi settings Using web portal (Apple devices)

In order to access the Network configuration page to amend your SSID Settings: 

  1. Open a web browser and enter the IP address of the ONT in the address bar. 
  2. The login page displays. 
  3. The default gateway IP address must be same as the one printed on the device label. You can connect to this IP address using your web browser after connecting your PC to one of Ethernet ports of the ONT. The static IP address of your PC must be in the same default gateway subnet as the ONT. 

Further details of how to access your router can be found on page.97 in the Nokia ONT XS-2426G-A Product Guide under the following sections: 

Network configuration 

  • 8.16 Overview 

Depending on your router model, you may require a specific guide. A link to the Nokia User guides can be found here: Setting up your broadband FAQs | G.Network 

Look out for:  

Configuring your broadband 

  • Router guides 

For further information on updating your settings on Apple devices please visit Apple support.

How to change your Encryption Mode (Apple devices)

Once you have logged into the Web GUI: 

  1. Click Network→Wireless (5GHz) from the left pane in the 10G PON Home Gateway page. The Wireless (5GHz) page displays 
  2. Configure Encryption Mode to : WPA2+WPA3-AES 
  3. Click Save 

You can click Refresh to update displayed information. 

Further details of how to set router to WPA2+WPA3-AES can be found on page.104-109 in the Nokia ONT XS-2426G-A Product Guide under the following sections: 

Network configuration 

  • 8.21 Configuring Wireless 2.4GHz 
  • 8.22 Configuring Wireless 5GHz 

If you continue to experience issues with coverage and speeds, this could be due to the specifications of the device that is being used. We therefore recommend setting the 2.4GHz network on WPA2 and 5GHz on WPA3 (as usually newer kit will only connect to this, whereas 2.4GHz is an older protocol more widely supported). 

For further information on updating your settings on Apple devices please visit Apple support.

Can't find the answer you are looking for?

If you couldn't find the information you were looking for you can give one of our advisors a call, they'll be happy to help.