If your broadband keeps disconnecting, there could be a number of reasons that could be causing this concern. It is crucial to complete testing to isolate the reason behind your disconnections.
What type of disconnections are occurring?
Before we can begin troubleshooting your internet disconnections, we must determine the exact kind of internet disruptions you are facing. This process will help determine the necessary steps required to fully restore your internet services to their maximum capabilities.
This test will help determine the kind of disconnections you are experiencing.
- Connect an ethernet cable to one of the LAN ports on the back of your modem and the other end to the ethernet plug on your computer. Test the performance again and see if your connection continues to disconnect.
- If you continue to experience disconnections over ethernet, refer to the Broadband Disconnections section of this article.
- If you only experience disconnections over Wi-Fi and not over ethernet, you are experiencing wireless interference. Please refer to the Wireless Support section of this page.
In this case, the primary cause of your disconnections appears to be a connection or equipment related. To troubleshoot and successfully resolve these sorts of disconnections, we recommend completing an isolation test. Instructions on completing this test have been provided below.
- If it's not already, plug your modem directly into the Fibre box inside (ONT)
- With an ethernet cable connect a computer/laptop directly into the Modem (LAN 1,2,3, or 4 on the back of the modem)
- Try and browse and see if you are experiencing the same issue.
- If you continue to experience disconnections, we recommend testing another modem, cables and devices (if possible). This will rule out your modem/cable/device as being behind the cause of your disconnections.
If you complete this test and the disconnections still do not improve, we recommend contacting our Support team.
If you notice that you only experience disconnections over Wi-Fi and not over an ethernet connection, you are most likely experiencing wireless interference. The tips below will help improve your wireless reception as well as steps on how to improve your modem Wi-Fi capabilities.
- Metal objects such as fridges, microwaves and washing machines can cause wireless interference. Household appliances operating on the same frequency as your modem can negatively impact your wireless experience. We recommend checking to see if your connection is stronger when devices such as microwaves, and security cameras are off.
- The physical location of the modem is absolutely critical to the delivery of the Wi-Fi service experience on your devices. Do not place the modem in cupboards, under beds, on top of fridges/microwaves and avoid it being hidden behind the TV or TV stands. The best location of the modem is up at a reasonable height and in a central location in the home.
- The number of users on your Wi-Fi network will also impact the experience of this service. A lower amount of devices connected will lead to a superior internet experience.
- The number of neighbouring Wi-Fi Networks around your house that are set to the same channel as your Wi-Fi
- Read about Maximizing your Wi-Fi Performance by adjusting your modem settings.
Maximizing your Wi-Fi Performance
This guide looks at implementing settings into your modem to maximize your wireless reception and quality. Please note that the concepts can be applied to any modem although the instructions are for a Netcomm modem (what Flip has available for purchase).
Changing the Wi-Fi channel of your modem and adjusting the frequency can help avoid interference from other devices and help boost your Wi-Fi signal quality.
1. Firstly, connect your modem to your computer using an ethernet cable as shown below.
2. Open your web browser (Internet Explorer, Google Chrome, Mozilla Firefox or Safari) and type in the address bar 192.168.20.1, then press "Enter" on your keyboard.
3. A box will appear requesting a Username and Password. Try the details below:
If admin does not work as the password, please try the last 6 characters of your MAC address. This information is located on the bottom of your modem.
4. Select 'Wireless' from the left hand side.
5. Choose 'WiFi 2.4 GHz' from the dropdown that appears
5. Choose 'Advanced' from the selection below.
6. in the options Select the 'Bandwidth' and set it to 20MHz. (this will provide a more stable connection over the 2.4GHz)
7. Change the 'Channel'. We recommend trying channels 1, 6 and 11 first. (this is to get your Wi-Fi on to a less congested channel to help improve your stability)
Monitor your Wi-Fi performance for at least 1 hour on each channel to determine the best channel for you.
The 5GHz is a much wider band for the channels it offers and doesn't fall into the same congestion issues that the 2.4GHz does so no changes should need to be made there.
If you are still experiencing a lot of disconnections give our team a call and we can look into it for you too.