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Internet keeps dropping — how do you find the cause?

With drops, what matters most is when they happen and who they affect: the whole home, one room or one device. Note a few drops before you change anything.

RFC editorial team · updated

Start here

At the next drop, note the time and check whether another device is affected too.

Show the full check
Not sure / unable to check

Call or write to us — help does not depend on completing the checks.

Start by comparing

Quick check

Three simple steps in order. Their result helps you pick your situation below.

  1. Note the time, duration and frequency of drops. Ask others at home whether they had a problem at the same moment.

  2. If you can, check a computer connected to the router by cable during a drop.

  3. Make sure the router stands in a well-ventilated place and uses its original power supply.

One connection. Several comparisons.

Each comparison narrows the problem down. The location of a symptom does not establish responsibility for a fault.

  1. 1. Incoming connection

  2. 2. Router and power

  3. 3. Home networkLAN, powerline, mesh, Wi-Fi

  4. 4. Your devicePhone, computer, TV

  5. 5. Website or app

What a comparison result tells you, and what next

  • Several devices are offlineIncoming connection, router or power

    Report it to us. We will help check the connection and equipment.

    Contact support

  • Works on a cable, not over Wi-FiThe home Wi-Fi network

    Check where the Wi-Fi point stands and how it is connected.

    Guide: Wi-Fi coverage

  • Only one device is affectedThat device or its settings

    Compare other services and the settings of that device.

    Guide: one device

  • One website or app failsThat website or app

    Try it on a second device and compare it with other services. Check its provider’s outage notices or report it to us — we will check the connection.

    Contact support
Your situation

What does the result mean?

Choose the description that matches your situation.

  1. The whole home loses connection

    Check
    During the drop no device works, not even on a cable.
    What it means
    The connection, the router or the power is affected, not a single device.
    What to do
    Report the times of the drops and the router lights to us. A few recorded drops help find the cause faster.

  2. It drops when moving between rooms

    Check
    Check whether a call breaks only while moving to another part of the home.
    What it means
    The device switches between Wi-Fi points. Two networks with the same name do not always work together.
    What to do
    Check whether the Wi-Fi points form one mesh system. If they are two separate routers, ask for help connecting them.

  3. It drops every day at a similar time

    Check
    Compare the time of drops with parental controls and the Wi-Fi schedule in the router.
    What it means
    A fixed time can mean a planned switch-off, not a fault.
    What to do
    Check the schedule in the router app or ask whoever set it up. If that is not it, note further drops and report them to us.

  4. The router restarts by itself

    Check
    Watch whether the router lights go off and on again, as when it starts.
    What it means
    Spontaneous restarts can point to a power problem or the router itself.
    What to do
    Keep the original power supply and report the repeated restarts to us. Do not perform a factory reset.

  5. A laptop loses the network after sleep

    Check
    Check whether other devices work and the problem affects only this laptop after sleep.
    What it means
    Power-saving settings or the laptop’s Wi-Fi driver can be the cause.
    What to do
    Update the system and drivers following the manufacturer’s instructions. Report a work laptop to your IT team.

Check again after a change

Watch the connection in the same conditions in which drops occurred. A few hours without a drop is not yet proof of a fix — keep noting occurrences.

Unable to check? We can help.

Report drops that affect the whole home and spontaneous router restarts to us, with times. You do not need to know the cause or have a cable to get help.

You do not need an account or complete results. Tell us what is happening and what you could not check.

Technical support

+48 52 55 11 444

Mon–Fri 9:00–19:00, Sat 9:00–17:00

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A reporting outline to copy

Select and copy the text into your message. Add what you know; “not checked” is a valid answer.

Since when / time: What fails / error: One or several devices: LAN / Wi-Fi / not checked: Where the cable goes: Equipment model (if known): Checks completed and results:

Never send Wi-Fi, router or account passwords.