Symptoms

• WiFi disconnects randomly throughout the day

• Devices show "Connected, no internet" intermittently

• Customer has to restart modem frequently to restore connection

• Video calls drop, online games lag out

Important: Distinguish the Problem

Ask: "Does the WiFi network disappear from your device, or does it stay connected but stop working?"

• WiFi disappears = Modem is rebooting or WiFi radio is failing

• WiFi stays but no internet = Internet connection is dropping, not WiFi

This changes the troubleshooting approach entirely.

Check the WiFi icon on the device — connected but with exclamation mark means internet is dropping:

Scenario 1: WiFi Network Disappears

1. Check Modem Placement (Overheating)

• Is it in an enclosed cabinet or shelf? → Move it to an open, ventilated area

• Is it stacked on top of another device? → Give it its own space

• Is it near a heat source (radiator, direct sunlight)? → Relocate it

• Feel the modem — if it's very hot to the touch, overheating is likely

Good placement: open area, not enclosed, away from heat sources:

2. Check the Power Supply

• Is it on a power strip with many devices? → Try plugging directly into wall outlet

• Is the power adapter warm or damaged? → Failing adapter causes random reboots

• Try a different power outlet entirely

3. Check Modem Logs

In the modem admin panel (192.168.1.1):

• Look for repeated reboot entries in the event log

• Frequent reboots (multiple per day) → hardware issue → replace modem

• If reboots correlate with specific activities (e.g. microwave) → electrical interference

Scenario 2: WiFi Connected but Internet Drops

1. Check if All Devices Are Affected

• Only one device drops → device issue. Update WiFi drivers or "forget" and reconnect.

• All devices drop at same time → modem or line issue

2. WiFi Channel Congestion

In apartment buildings, too many networks on the same channel cause drops:

1. Log into modem admin panel

2. Go to WiFi settings → Channel

3. For 2.4 GHz: try channels 1, 6, or 11 (non-overlapping)

4. For 5 GHz: try channels 36, 40, 44, or 48

5. Save and wait 2 minutes

WiFi channel selection in a typical modem admin panel:

3. Too Many Connected Devices

• Most modems handle up to 32 devices comfortably — beyond that, performance degrades

• Check for unknown devices — neighbors might be using the WiFi

• If unauthorized devices found → change the WiFi password

4. Firmware Update

1. In admin panel, check firmware version

2. Compare with latest version (check internal knowledge base)

3. If outdated, trigger update — warn customer internet will be down 5–10 min

When to Escalate

• Modem logs show daily reboots with no clear cause

• WiFi drops persist after channel change and firmware update

• Modem has been replaced once already and issue continues → line issue

• Customer mentions sparking or burning smell → immediate escalation, advise unplugging