Troubleshooting Guide

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No Internet Connection

Symptoms: Gateway LED is solid amber, devices can't access internet

1

Check Gateway Placement

• Move gateway closer to a window for better signal
• Ensure gateway is elevated (not on floor)
• Remove any metal objects blocking signal
• Verify you're in Waveie coverage area

2

Restart Your Gateway

1. Unplug the power adapter from the gateway
2. Wait 30 seconds
3. Plug power back in
4. Wait 3-4 minutes for full boot sequence
5. Check if LED turns off (indicating connection)

3

Verify Service Status

If above steps don't work, check network status:

• Check for service outages at status.waveie.com
• Contact Waveie support at 615-555-WAVE

⚡

Slow Internet Speeds

Symptoms: Downloads/uploads slower than expected, buffering video

📶 WiFi Optimization

• Move closer to gateway
• Remove obstacles (walls, metal objects)
• Place gateway near window for better tower signal
• Restart your device
• Check for WiFi interference from neighbors
• Try 5GHz band if on 2.4GHz

📡 Signal Strength

• Check gateway LED status
• Move gateway to higher location
• Position near window facing tower
• Verify coverage at waveie.com/coverage
• Contact support if persistent issues

🖥️ Device-Specific Issues

• Close bandwidth-heavy applications (streaming, downloads)
• Check for malware or background updates
• Clear browser cache and cookies
• Update device network drivers
• Test on multiple devices to isolate the issue
• Run speed test at fast.com

📡

Can't Connect to WiFi

Quick Fixes:

Wrong Password

Check label on front of gateway for correct WiFi key. Password is case-sensitive.

Network Not Visible

Make sure gateway LED is off (connected). Restart gateway if LED shows error state.

Device Can't See Network

Turn device WiFi off and back on. Forget network and reconnect. Restart device.

Connected But No Internet

Check gateway LED status. See LED Guide for troubleshooting.

🔌

Gateway Won't Power On

Check Power Source

• Verify outlet has power
• Try different outlet
• Check circuit breaker
• Test with another device

Check Connections

• Power adapter fully plugged in
• Cable not damaged
• Gateway port connection secure
• Try reseating all connections

Hardware Issue

If LED never lights up:

• Gateway may be defective
• Contact Waveie support
• We'll replace if needed

💡

Still Having Issues?

If you've tried the troubleshooting steps above and are still experiencing problems, our support team is here to help.

Contact Waveie Support:

📞 Phone

615-555-WAVE

Available 24/7

📧 Email

support@waveie.com

Response within 24 hours