Verifying Connectivity
Sometimes your computer shows you are connected to Wi-Fi or Ethernet, but pages won’t load. This is often a “DNS issue” or a “handshake” error. Follow these steps to find the root cause:
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Open Command Prompt: Press the Windows Key on your keyboard, type cmd, and press Enter.
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Test the Connection: Type the following command and press Enter:
ping google.ca -
Analyze the Results:
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If you get “Reply from…” (4 times): Your internet is working. If websites still won’t load, the issue is likely with your web browser (try clearing your cache or restarting the app).
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If you get “Ping request could not find host”: This usually means a DNS error. Your internet is likely “on,” but your computer can’t find the address. Proceed to Step 4.
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If you get “Request timed out”: Your computer is trying to connect but getting no response. Proceed to Step 4.
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Test the “Backbone” (IP Test): Type this command and press Enter:
ping 8.8.8.8(This tests a direct connection to Google’s global servers, bypassing website names.) -
Final Verdict:
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If 8.8.8.8 works but google.ca failed: Your internet connection is active, but your DNS settings are broken. Restarting your router usually fixes this.
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If both fail: You have a total connection break.
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How to Fix It
- Power Cycle: Unplug the power cable from the back of your modem/router. Wait 30 seconds. Plug it back in and wait about 5 minutes for the lights to turn solid.
- Check the “Loss”: In the ping statistics, look for % Loss. If you see anything above 0%, your connection is “unstable” (choppy), which is often caused by a bad cable or signal interference.
- Call Support: If the 8.8.8.8 test fails after a power cycle, contact technical support—the issue is likely with the line outside your home.
