Troubleshooting Wi-Fi drop outs

If your Wi-Fi connection is having dropouts, it means that your Wi-Fi will lose connection intermittently while devices connected to your modem by Ethernet cable will stay connected. These steps will help you identify the issue.

1. Power cycle your Router
   
   
   1. Disconnect your router from the power for at least 2 minutes, then reconnect it to the power. Allow at least 1-2 minutes for it to fully restart.
      
      
2. Power cycle your Wi-Fi devices
    
   1. Turn off any devices connecting to your Wi-Fi for at leas 2 minutes, then reconnect them
      
      
3. Check the Wi-Fi LEDs on your router
    
   1. Your router should have LEDs showing the status of your Wi-Fi networks
      
      
   2. Check the status of these LEDs when you experience a drop out:
      1. If they're still on, the issue is likely not with your router
      2. If they turn off, this could mean that your Wi-Fi router may be faulty
         
         
4. Check your device is still connected to the Wi-Fi Network
    
   1. When your Wi-Fi drops out, check to ensure your device is still connected to your Wi-Fi Network
   2. You may need to move closer to your router as your device will automatically disconnect if your router is out of range
      
      
5. Check other areas of your home
   
   
   1. If your Wi-Fi only drops out in certain areas of your home, check out our guide on improving Wi-Fi signal.
      
      
6. Check other devices
    
   1. Are all your Wi-Fi connected devices dropping out? If other devices remain connected, this may indicate the wireless adapter in your device may be faulty. We recommend reaching out to your device manufacturer for support.
      
      
7. Contact Support
   
   
   1. If none of the above steps work, contact our Technical Support team on 1300 857 501, submit a ticket via our Website, or email support@pineapple.net.au