You’re in the middle of something important – a video call, an online class, maybe just catching up on work – and the screen freezes. The Wi-Fi icon disappears. Your browser throws up the dreaded “No Internet” message.
Most TCOM internet outages are short-lived, and a good number can be fixed without calling our support team.
Here’s a practical guide on what to do when your TCOM internet goes down.
Check Whether the Problem Is on Your Side First
Start by figuring out where the problem actually is. Open several different websites on your browser. If one site won’t load but others do, the problem is with that specific site, not your connection.
Next, test other devices at home. If your laptop has no signal but your phone connects without a problem, the issue is likely with your laptop’s settings, not the internet.
But if nothing in the house connects, the problem runs deeper and needs more attention.
Restart Your Router the Right Way
This sounds too simple to matter, but most people rush it and miss the benefit. A proper restart takes longer than a quick button press, and it works much better.
Here’s what to do:
- Switch off your router and unplug it completely from the power socket.
- Wait a full 60 seconds. Don’t skip this.
- Plug it back in and give it about two minutes to fully boot up.
- Try connecting again.
This clears temporary errors stored in the router’s memory and refreshes its connection with your internet provider. In most cases, this single step resolves the large majority of connectivity problems at home.
Look for a Wider Outage in Your Area
If your router looks fine but nothing connects, the problem might not be inside your house at all. Bad weather, power surges, or nearby infrastructure work can affect whole neighborhoods at once.
Use your mobile data to check if people in your estate are reporting the same issue. A quick message on a WhatsApp group for your neighborhood can confirm this in minutes.
Physical cable damage from rain or construction is one of the most common reasons for area-wide outages. If that’s the case, wait it out and report the outage to our support team by calling us on 0110345166.
Run These Quick Checks Before Calling Support
Go through this list before picking up the phone. You might save yourself a long wait.
- Check all cables. Confirm that the cable going into your router is properly connected on both ends. A loose cable is a common cause of connection drops.
- Read the router lights. A steady green light usually means things are fine. Red or no lights usually point to a hardware or power problem.
- Forget and reconnect to Wi-Fi. On your phone or laptop, disconnect from the Wi-Fi network and reconnect fresh. This clears old session data that can block your connection.
- Try a wired connection. Plug an Ethernet cable directly from your router to your laptop. If internet works this way, your Wi-Fi signal is the problem, not your service.
- Check your subscription status. For TCOM customers, an expired plan can cut your connection automatically. Renew via M-Pesa to Paybill 4129711 using your phone number as the account number.
Spot the Problem Fast with This Quick Reference
| What You See | What It Likely Means |
| One device can’t connect, others can | Device-specific problem, not the internet |
| All devices can’t connect | Router or ISP issue |
| Router light is red or completely off | Hardware or power problem |
| Internet works with Ethernet but not Wi-Fi | Wi-Fi signal issue |
| Neighbors report the same problem | Area-wide outage from your ISP |
Use Your Phone as a Temporary Backup
While you wait for the issue to resolve, your smartphone can keep you going. Most Android and iPhone devices let you enable a mobile hotspot, which shares your phone’s data connection with other devices over Wi-Fi.
Go to your phone settings, search for “Hotspot” or “Personal Hotspot,” and switch it on. Other devices can then join it like a regular Wi-Fi network.
Keep in mind that hotspot usage drains your battery faster and can consume your mobile data quickly, especially during video calls. Use it for what matters most and switch it off when you don’t need it.
Know When to Call Your ISP
If restarting everything and running the quick checks above haven’t fixed the problem within 30 minutes, it’s time to call TCOM.
When you call, have this ready:
- How long the internet has been down
- What the router lights are showing
- Which devices you’ve tested
- Whether any fix helped briefly before failing again
This helps the support team get to the root of the problem faster. Call 0110345166 or email support@tonycommgroupltd.com any time. The support line is open 24/7, including weekends.
Prevent It from Happening as Often
Once your connection is back, a few small changes can reduce how often this happens.
- Place your router in an open central spot, away from thick walls, microwaves, and other electronics that create signal interference.
- Keep the firmware updated when new versions are available, since updates often fix bugs that cause connection drops.
If you work from home or run a business in Nakuru, having a data plan on your phone as a backup is a cheap safety net.
It’s also worth asking whether your current internet plan still fits your usage. If several people in your home are streaming or on calls at the same time, a lower-speed package will struggle.
Check what speeds work best for streaming and consider upgrading if needed.
