The internet suddenly stops working for extended periods.
The internet suddenly stops working for extended periods.
Hi everyone, I’m facing an internet issue at home where the connection suddenly drops for hours or even entire days. We reached out to our customer support, who told us it’s due to overuse. I don’t think that’s the main cause because sometimes it disappears even when no one is using it. I’m unsure if a network device in the home is responsible or what might be causing this. I’ve tried turning things off and on multiple times, including overnight. On the equipment (modem/router) the lights usually show Power, WAN, and LAN; when it goes down, only Power and LAN stay lit. I also attempted a full reset by reinstalling my device and attached some photos of the setup. If anyone can help resolve this, I’d really appreciate it. Thanks for your time!
Do you have a data plan with a limit? If not, I'll report it to support because they seemed dishonest. It's not the main concern, but I'd remove the router casing just in case.
Hi, If your connection with the ISP is shared, it means everyone else can also use the bandwidth. How many people live on your street? How many ISPs are there nearby? This problem often occurs with ADSL connections (your setup looks like a phone line going into your modem). If over 100 users are online at once, the network might slow down temporarily. Currently, more people are using TVs online. Try turning off your TV during these times—maybe an HD stream is consuming all your bandwidth. Regards, Martin
Here are your clarifications rephrased:
1. The issue tends to appear more frequently toward the close of the billing period, though dates may vary (for instance, sometimes around the 14th).
2. Has customer support mentioned router overuse or problems with your internet speed?
3. Have you swapped out the entire router or are you linking a new one to the existing one? My guesses about possible causes are:
- If it occurs near the end of the billing cycle, it might indicate an internet limit is in place, which usually just reduces speed rather than stopping service entirely. You should confirm with your ISP.
- If support says overuse of your internet, review your package details—some plans have download limits (e.g., 25GB).
- If they claim router overload, request login info for your connection settings. Then consider replacing the router shown in the first image with the one from the second image. Alternatively, you could ask them to replace the faulty hardware, as this would be their responsibility. This process may differ by country, especially in the UK where they might need to physically replace the device.
Hope this assists and let me know your outcome.
This sounds like a weak link with the DSLAM or a faulty modem. The term "over use" seems unclear—either it’s an unclear justification or you were talking to someone unfamiliar with the issue. I’d keep track of when the connection fails and how long each time it happens. If you call your ISP during the day and mention the problem is frequent, they should have a technical team equipped to test the line and resolve the issue. They might even install a monitor for extended periods, which should be straightforward for them.
I’m familiar with the "over use" issue because I faced the same challenge with my poor ISP modem/router setup while downloading games or moving big files between devices. All ports were busy, and when the certified technician arrived, he removed three of the four LAN cables and told me only one computer could connect—clearly his plan was limited to a single device. I thought he was joking, but he was serious. Later I discovered the router was overheating during downloads or transfers, causing it to restart or drop the connection. Eventually, I had to replace the router. It’s unclear what ISP technicians actually do—they seem completely out of touch with networking basics. My connection often drops for hours or days in summer because power cuts from the utility company or extreme heat cause servers to overheat, which is frustrating and quite the situation.