Before assuming the provider is at fault, it helps to separate three different things: the line coming into your home, the Wi-Fi signal inside it, and the device you are holding. These checks work for fibre, 4G and satellite connections alike.
The first five minutes
Work through these in order. Each one narrows down where the problem is.
- Restart the router and your device, then wait two full minutes.
- Check the router lights. A red or flashing WAN/line light usually points to the incoming connection, not your Wi-Fi.
- Move close to the router, or plug in with a cable, to see whether it is a Wi-Fi range problem.
- Try a second device. If only one is slow, the issue is probably that device.
- Check whether there is a known outage and whether your subscription is still active.
If it is still slow
Note down the time, what you were doing, the router's lights and which checks you already tried. That is exactly what a support team needs. If the line light is still abnormal after a restart, the cause is very likely outside your Wi-Fi and should go to the provider.
What E-link can and cannot do
The Ask E-Link assistant can walk you through these general steps, but it cannot see your line, your account or your equipment — and it will not guess at a cause. For anything beyond the basics, contact your provider's support team.
Common questions
Should I reset my router to factory settings?
Not as a first step. A factory reset wipes settings the provider may have configured. Restart it first, and ask support before resetting.
Is a slow connection always the provider's fault?
No. Wi-Fi range, old devices, too many people streaming at once and local network load can all be involved.