If you can no longer go online with your Mac computer, there are a few things you can try on your own to fix the Internet connection before getting on the phone with tech support.
This guide will help you with that and take you through the basic steps to get your wired or wireless connection fixed. These steps are listed in order, so start with the first one, see if that helps, and then continue with the next one if it doesn't.
What You'll Need:
No extra tools or supplies are needed.
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Before You Begin:
Extra instructions.
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2. Restart the Mac
From the menu bar across the top of the screen, select the Apple menu (1), then select Restart... (2).
Any unsaved work will be lost.
3. Determine the Connection Type
Devices can be connected to a network in two ways: wired or wireless. In order to continue, we need to determine the type of connection your device has.
A wired connection is provided by an Ethernet cable. Most commonly, these are used by desktop computers and other equipment you don't move around often.
If your device is not connected to the router with a cable, then you are using a wireless connection.
4. Fix a Wired Connection
To fix a wired connection, it's important to make sure the cable connecting the two devices is plugged in properly, and, if necessary, to create a new connection within the network settings of the Mac.
Check the Ethernet Cable
Make sure the Ethernet cable is connected securely to the side or rear of your Mac.
Make sure the other end of the Ethernet cable is connected securely to your Router, Modem or Wireless Gateway.
Create a New Connection
Select Apple menu > System Preferences.
Select Network.
At the top, select the drop-down for Location.
Select Edit Locations...
Select the + sign to add a location.
Give your location a name, such as Home, then select Done.
Make sure you new Location is selected at the top, then select Apply.Your new location will start off Disconnected; this is normal.
Your new location will automatically connect, and the fields will fill in.
5. Fix a WiFi Connection
To fix a WiFi connection, it's important to make sure the Mac is within good range of the wireless access point, and, if necessary, to delete the WiFi connection to that access point from within the network settings of the Mac then reconnect the Mac to the same WiFi network. A wireless access point can be anything between a wireless gateway, router, range extender (also called repeater or booster) or even mesh WiFi node.
Make Sure the Mac is in Range
The Mac needs to be within a reasonable range of the wireless access point in order to connect and have the best connection speeds.
In general, in most homes, you can be up to 30 feet from the access point for a decent connection.
From 30' to 50' away, the speeds will be slower, and may drop occasionally, but it should be usable.
Greater than 50' away, and the signal will most likely be too weak to overcome interference. The speeds will be slow, and the connection may be sporadic.
The above numbers are approximates only. Optimal range may vary based on access point type, make and model.
Delete the WiFi Network
Click the WiFi icon in the menu bar. By default it will be in the upper right corner near the time and date.
If Wi-Fi is off, choose Turn WiFi on.
Select Open Network Preferences.
Select Advanced within the Network window.
In the Preferred Networks list, select the network you wish to forget. Tap the minus icon (-) to forget the network.
Your device will no longer join this WiFi network unless you reconnect once again.
Reconnect the Mac to the WiFi Network
Click the Wi-Fi icon in the menu bar. By default, it will be in the upper right corner near the time and date.
If Wi-Fi is off, choose Turn Wi-Fi on.
The strength of each nearby network is shown next to its name. More darkened bars indicate a stronger network connection.
Select the Wireless Network Name (SSID) of the network you want to connect to.
Networks that have a lock icon next to their name require a password. After you select your network, enter the network password when you're prompted. If you don't know the network password, check with the owner of the Wi-Fi network you're trying to join.
6. Check the Cables to the Modem and Router
Whether you have a wired or wireless connection, your Internet equipment such as your router, modem or wireless gateway requires to be wired to the Internet signal source and a power source.
Check the Connections to the Modem
Make sure the power cable is connected firmly to the back of the modem and the electrical outlet, and the power light is on. The power light usually has the symbol below next to it.
Make sure the connection to your service provider is proper. This could be a cable line if you have cable Internet, a phone line if you have DSL, or a Fiber cable for fiber Internet.
Check the Connections to the Router
If you have a "Wireless Gateway", or combination modem and router, you can skip these checks.
Make sure the power cable is connected firmly to the back of the device and the wall, and the power light is on. The power light usually has the symbol below next to it.
Make sure the Ethernet cable going to your modem is connected securely, and into the "Uplink" or "Internet" port.
Make sure the other end of the Ethernet cable is connected securely to your Modem.
7. Restart the Modem and Router
Many times a connection issue can be resolved quickly and easily by restarting the Internet equipment:
Disconnect the power cable from the back of your modem. The power cable is usually near the bottom, and tends to be a thin black cord. It usually does not have any clips on it.
Some modems may have a battery backup to keep the telephone service working in case of a power outage. If the lights on your modem do not turn off when you disconnect the power cable, make sure you also remove the battery as well, then put it back in place before you reconnect the power cable.
Disconnect the power cable from the back of your router, or if your router has one, push the power button to turn it off. Some Internet Service Providers now provide "Wireless Gateways", which contain both a modem and router in one simple device. Some users prefer separate devices. Both are perfectly acceptable. If you are using an all-in-one Wireless Gateway, you can safely continue without this step.
Wait 30 seconds.
Reconnect the power cables back into your modem and router.
Make sure the power light comes on for each device. This is usually labeled by the symbol below.
Please allow 3 to 6 minutes for the modem and router to start up fully.
8. Check the Internet Light on Modem and Router
There's a light representing the Internet connection. It will usually be labeled "Internet", or have one of the common symbols below.
Make sure the light next to this symbol is on and solid (or flickering very briefly) on both your modem and router. This means you should have a good connection to the Internet and your devices should be able to go online.
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