Connection Keeps Dropping

If your internet connection keeps disconnecting or briefly stops working, this guide will help you identify the most common causes and what you can do before contacting us.

A “dropout” usually means your connection loses access for a short time and then reconnects.

1. Check Whether the Issue Is Wi-Fi or the Internet Connection

First, find out if the problem is Wi-Fi or the broadband line itself.

How to check:

• If possible, connect a device directly to your router using an Ethernet cable.
• Use the connection for a few minutes and see if it still drops.

Results:

• If the wired connection stays stable > the issue is likely Wi-Fi related.
• If the wired connection also drops > the issue may be with the broadband service or equipment.

2. Restart Your Equipment

A restart can clear temporary faults.

How to restart:

• Turn off your router (and ONT or radio power supply if you have one).
• Leave everything off for 30 seconds.
• Power it back on and wait 3–5 minutes.

Do not press the reset button unless we ask you to, as this can erase settings.

3. Check for Wi-Fi Interference (Most Common Cause)

Wi-Fi dropouts are often caused by poor signal or interference.

Check:

• Is the router in a cupboard, behind furniture, or near metal objects?
• Is it near microwaves, cordless phones, or baby monitors?
• Are many devices streaming or downloading at the same time?

Try:

• Move closer to the router and test again.
• Switch between 2.4 GHz and 5 GHz Wi-Fi (if available).
• Disconnect devices you are not using.

You can also run a local latency test to check Wi-Fi quality in different rooms:

See: Testing Wi-Fi Latency

4. Check That All Equipment Has Power and Normal Lights

Look at your equipment:

• Router lights should be on and stable.
• If you have fibre (ONT), it must be powered.
• If you have WiMAX, the PoE power unit must show lights.

If anything has no lights:

• Restore power.
• Wait 2–3 minutes and test again.

5. Check for High Usage or Background Activity

Heavy usage can make the connection appear unstable.

Check for:

• Game or system updates
• Cloud backups
• Smart cameras uploading footage
• Streaming on multiple devices at once

Pause large activity and test again.

6. Check Our Service Status Page

Occasionally, maintenance or network issues can cause brief interruptions.

Before reporting a fault:

• Check for updates on our Service Status Page.
• Restart your router after maintenance windows.

7. When to Contact the Service Desk

If dropouts continue after completing the steps above, please contact us with:

• Whether it happens on Wi-Fi, wired connection, or both
• When it started and how often it occurs
• Whether restarting helps
• Any unusual lights or error messages

This helps us diagnose the issue much faster.

Need More Help?

If problems continue after troubleshooting, our Service Desk can run deeper diagnostics and investigate line stability or equipment faults.