Internet dropping intermittently — causes and fixes

Common causes of connection drops

• A loose or damaged ethernet cable between the ONT and router
• The router overheating (especially in enclosed spaces)
• Wi-Fi interference from neighbouring networks or appliances
• A firmware update in progress on the router (normal, brief)
• A line-level issue in your building or on your street

Step 1 — Check all physical cables

Unplug and firmly re-seat every cable connected to your ONT and router. Even a slightly loose ethernet cable can cause repeated drops.

Step 2 — Check the router temperature

Your router should be in an open, ventilated area. If it is in a cupboard or behind books, move it to an open shelf. An overheating router will throttle itself and drop connections.

Step 3 — Change your Wi-Fi channel

Log into your router at 192.168.1.1, go to Wireless → Channel, and switch from Auto to channel 1, 6, or 11 on 2.4 GHz. This avoids overlap with neighbours networks.

Step 4 — Report a line issue

If drops persist after the above, call us on 1800-123-4567. Our engineers can monitor your ONT signal levels remotely in real time and identify line-level faults without a visit.