Fix a dropping broadband connection

Have you recently changed your Wi-Fi setup, either by moving your router or connecting new equipment? Try reversing the changes one by one and keep an eye on your connection to see if it becomes more stable.

If this doesn’t help, check your router’s wires to make sure they haven't been knocked out of place or become loose. You should also check your main phone socket to make sure your router is set up correctly .

We send important software updates to your router throughout the day and night. Switching your router off when you go to bed or when you're out means it can't receive our updates which can cause issues with your broadband.

Restarting your router is a quick and easy fix for most common connection problems. However, restarting your router too often can trick our systems into thinking you have a problem with your line. To fix the perceived problem, our system slows your broadband down to try and stabilise your line. We recommend that you keep your router switched on at all times and avoid restarting it more than once within 24 hours.

If your Wi-Fi drops when you’re far away from your router, take a look at the next slide to find out how you can improve your Wi-Fi range.

If the issue continues no matter what the distance is between your device and router, check to see if you have the same problem on other devices. If your other devices are working normally, then the issue could be to do with your device rather than your router. In this case, you should get in touch with your device’s manufacturer.

Your Wi-Fi signal comes from the front of your router, so make sure it's facing into your home with its antenna pointing upwards.

Try putting your router in an elevated position on a table or shelf, and make sure it’s not blocked by any furniture or books. This way, your router will give out a clear, uninterrupted signal.

Electrical appliances like microwaves, cordless phones and even remote controlled toys can also disrupt your Wi-Fi signals, so it’s best to keep your router away from these where possible.

Try connecting your device to your router using an Ethernet cable. This can help determine if your wireless set up is causing your broadband connection to drop.

1. Connect one end of the yellow Ethernet cable to the Ethernet port on your computer
2. Connect the other end of the cable to one of the yellow LAN ports on the back of your router

If your broadband connection is stable using a wired connection, your wireless set up could be causing your connection to drop. You should check your setup to make sure it's correct.

If you’re still having issues, try resetting your router as a one-off. A software update may have gotten stuck and doing a quick reset will force it through. Simply turn your router off for 20 minutes if you’ve got Fibre, or 30 seconds for Non-Fibre. If you have an Openreach modem, this will also need to be turned off (along with your router) for 20 minutes .