My connection keeps dropping

If your internet keeps cutting out and coming back, a few checks can help find the cause.

#1. Is it the internet, or the Wi-Fi?

• Your device drops off the Wi-Fi (the Wi-Fi icon disappears): it's usually Wi-Fi. Are you far from the router? Try again closer to it. See Weak Wi-Fi in some rooms.
• Wi-Fi stays connected but nothing loads for a while: the internet connection is dropping. Keep going.

#2. Check power

• Do the lights on the small box near the socket (the PoE adapter) or the router go off when it drops?
• Short power cuts or a loose plug will drop your connection every time. Push both plugs in firmly. A UPS keeps you online through short outages. See Power cuts and UPS.

#3. Restart everything

1. Unplug the PoE adapter and the router from the socket.
2. Wait 30 seconds.
3. Plug both back in and wait 2–3 minutes.

#4. Keep a note

Before you contact us, note:

• When it drops (times of day) and how long each drop lasts
• Whether every device drops, or only one
• Anything that changed outside: strong wind or rain, a tree that has grown, or a new building nearby

The radio on your roof needs a clear view of our base station. Weather, trees and new buildings can weaken the link. Only our team should check or adjust the radio.

#5. Contact us

Message us on WhatsApp at +234 808 110 4449 with your notes. Our team can check your connection remotely and arrange the next step.

Still need help? Message us on WhatsApp: +234 808 110 4449.