How to troubleshoot and fix a router that keeps dropping the internet connection or needs frequent restarts

Summary

This guide helps you troubleshoot and resolve: How to troubleshoot and fix a router that keeps dropping the internet connection or needs frequent restarts. Follow the steps below to fix the issue.

Common Causes

A router that frequently drops the internet connection or requires regular restarts is one of the most common issues faced by small business and home office users. In most cases, the cause is straightforward and can be resolved without replacing the hardware. This guide walks you through diagnosing the problem and applying fixes to restore a stable, reliable connection.

Quick Fix Steps

If your internet has just dropped or your router seems unresponsive, work through these steps in order before diving into deeper troubleshooting:

1. Restart the router and modem. Power both devices off, wait 30 seconds, then power on the modem first. Wait two minutes for it to fully sync, then power on the router.
2. Check all cables. Ensure the Ethernet, power, and (if applicable) fibre or NBN cables are firmly seated and undamaged.
3. Confirm the outage is local. Check whether the issue affects a single device or every device on the network. If only one device is affected, the router is likely fine.
4. Look for service outages. Log into your service provider's portal or check their status page to rule out a planned or unplanned outage in your area.

Detailed Troubleshooting

Identify the Pattern

Before changing any settings, take a few minutes to identify how and when the drops occur. This information will save you time and help our support team if you need to contact us for further assistance.

• Timing: Do drops happen at specific times of day, during heavy use, or seemingly at random?
• Duration: Are drops brief flickers or full outages lasting minutes?
• Affected devices: Does the issue affect wired devices, Wi-Fi devices, or both?
• Recent changes: Have you added new devices, moved the router, or updated firmware recently?

Rule Out Overheating

Routers generate heat, and Australian summers can push them past their operating limits. Overheating is a leading cause of dropped connections and unexpected reboots.

1. Feel the router. If it is hot to the touch, it may be overheating.
2. Move the router to a well-ventilated location away from direct sunlight, enclosed cabinets, and other heat-producing electronics.
3. Ensure vents are clear of dust. Use compressed air to clean the vents every few months.
4. Consider elevating the router or placing it on a hard, flat surface rather than carpet.

Reduce Wi-Fi Interference

Wi-Fi signals can be disrupted by neighbouring networks, microwaves, baby monitors, and Bluetooth devices. Interference causes drops that look like router failures but are actually signal problems.

1. Place the router in a central location, ideally elevated and away from thick walls, metal objects, and large appliances.
2. Switch to the 5 GHz band for closer devices, or 6 GHz if your router supports Wi-Fi 6E.
3. Change the Wi-Fi channel in the router admin panel. Channels 1, 6, and 11 on the 2.4 GHz band are typically the least congested.
4. Keep the router away from microwaves, cordless phones, and other 2.4 GHz devices.

If you are unsure how to connect devices to a different Wi-Fi band, see our guide on how to connect to Wi-Fi.

Check for Firmware Updates

Outdated firmware can cause stability issues, security vulnerabilities, and compatibility problems. Manufacturers regularly release updates to address these.

1. Open a browser and navigate to your router's admin page. The address is usually 192.168.0.1, 192.168.1.1, or 10.0.0.1. Check the label on the bottom of the router if unsure.
2. Log in with your admin credentials.
3. Navigate to Administration, System, or Firmware Update.
4. Install any available updates and allow the router to reboot.

Reduce the Number of Connected Devices

Older or budget routers have a limit on how many devices they can handle simultaneously. When that limit is reached, the router may drop connections or reboot to recover.

1. Log into the router admin page and review the list of connected devices.
2. Disconnect any devices that are not in use, particularly older IoT devices, smart TVs, and guest devices.
3. If your network regularly exceeds 20 to 30 devices, consider upgrading to a business-grade router designed for higher loads.

Inspect the WAN and ISP Connection

If the router itself appears stable but the internet keeps dropping, the issue may lie between the router and your service provider.

1. Check the WAN or Internet indicator light on the router. If it is off or flashing irregularly, the issue is likely upstream.
2. Power cycle the NBN connection box (if applicable) by turning it off for two minutes, then back on.
3. Try connecting a computer directly to the modem or NBN box with an Ethernet cable. If the connection remains stable, the router is the likely culprit.
4. Check for line issues by plugging a telephone into the wall socket (FTTN or FTTC services). Line noise or crackling indicates a faulty line that your provider needs to investigate.

Reset the Router to Factory Defaults

If all other steps have failed, a factory reset can resolve deep configuration issues, corrupted settings, and lingering problems from previous changes.

1. Back up your current settings if your router supports it. Look for an option labelled Backup Settings or Export Configuration.
2. Locate the Reset button on the back or bottom of the router. It is usually a small recessed button.
3. Press and hold the button for 10 to 15 seconds using a paperclip or pin until the lights flash.
4. Wait for the router to reboot and apply its default settings.
5. Reconfigure your Wi-Fi name, password, and any custom settings you previously had.

Consider Hardware Age and Replacement

Routers have a typical service life of three to five years. After that, components degrade, firmware support ends, and performance becomes unreliable.

• If your router is more than four years old and continues to drop connections after a factory reset, replacement is usually the most cost-effective solution.
• Business users with critical uptime requirements should consider a router with dual-WAN failover or a mesh system for larger premises.
• When purchasing a new router, look for current Wi-Fi standards (Wi-Fi 6 or Wi-Fi 6E), gigabit Ethernet ports, and ongoing firmware support from the manufacturer.

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