Internet Troubleshooting Guide

Common Internet Issues and How to Fix Them

Slow Internet Speeds

Slow internet is the most frequently reported broadband issue, and the good news is that most cases can be resolved without a technician visit. Start by determining whether the slowness is happening on WiFi or on a wired connection. Connect your laptop or desktop directly to the router using an ethernet cable and run a speed test at speedtest.net. If your wired speed matches your plan but WiFi is sluggish, the issue lies with your wireless setup rather than the broadband line itself.

Check whether other devices on your network are consuming bandwidth. Video streaming, large file downloads, cloud backups, and software updates can saturate your connection. On Windows, open Task Manager and check the Network column to see which applications are using bandwidth. On your router admin panel, look for a connected devices section that shows bandwidth usage per device. If a single device is hogging the connection, pause its downloads or configure Quality of Service (QoS) settings to prioritize important traffic.

WiFi interference is another common culprit. Microwave ovens, Bluetooth speakers, baby monitors, and neighboring WiFi networks can all degrade your signal. Try switching your router from the crowded 2.4GHz band to the less congested 5GHz band if your devices support it. You can also use a free WiFi analyzer app on your phone to see which channels are most crowded and manually set your router to a less occupied channel.

No Internet Connection

When your internet stops working completely, start with the physical layer. Check that all cables are firmly connected at both ends. Verify that the ethernet cable from your ONT (the small box where the fiber enters your home) to your router is securely plugged in. Inspect the cable for visible damage such as kinks, cuts, or crushed sections.

Next, check the indicator lights on your router. The power light should be solid green. The internet or WAN light should also be solid. If the internet light is off or red, the router is not receiving a signal from the ONT. In that case, check the ONT lights as well. If the ONT shows a red LOS (Loss of Signal) light, the fiber line may be down and you should contact Eyebroadband support.

If all lights appear normal, try restarting both the ONT and the router. Power off the router first, then the ONT. Wait 30 seconds, then power on the ONT and wait until its lights stabilize (about 2 minutes). Then power on the router and wait another 2 minutes. This sequence ensures a clean re-authentication with the network. If the problem persists, open a command prompt on your computer and typeipconfig /flushdns followed by netsh winsock reset and restart your computer. These commands clear stale DNS entries and reset your network stack.

Intermittent Disconnections

Connections that drop and reconnect randomly are often caused by loose cable connections, overheating equipment, or WiFi channel congestion. Begin by checking every cable connection between your wall socket, ONT, and router. Even a slightly loose ethernet connector can cause intermittent drops. Push each connector firmly until you hear a click.

Router overheating is a frequently overlooked cause of disconnections. Feel the top and sides of your router. If it is hot to the touch, move it to a well-ventilated area away from direct sunlight, other electronic devices, and enclosed cabinets. Make sure the ventilation holes are not blocked. If your router is more than 3 years old, consider upgrading to a newer model with better thermal management.

Outdated router firmware can also cause stability issues. Log into your router admin panel (typically at 192.168.1.1) and check for firmware updates. Most modern routers have an automatic update option that you should enable. Reducing the number of simultaneously connected devices can also help, as consumer routers typically handle 15 to 25 devices comfortably but struggle beyond that.

WiFi Dead Zones

Dead zones are areas in your home where the WiFi signal is too weak to maintain a connection. The most effective fix is to reposition your router to a central location in your home, elevated off the floor and away from walls and metal objects. WiFi signals radiate outward in all directions, so placing the router in a corner means half your signal goes outside the house.

For larger homes or spaces with thick walls, consider using a mesh WiFi system or WiFi extenders. Mesh systems like those from TP-Link Deco or Google Nest WiFi create a seamless network with multiple access points. Position mesh nodes halfway between your router and the dead zone. If you choose a simpler WiFi extender, place it where it still receives a strong signal from the main router, not in the dead zone itself. Switching to the 5GHz band provides faster speeds over shorter distances, while 2.4GHz travels further through walls.

When to Call Eyebroadband Support

If you have followed all the steps above and the issue persists, it is time to contact our technical support team. Here are specific situations where professional assistance is needed: your ONT shows a red LOS light (fiber break), your wired speed test consistently shows less than 50 percent of your plan speed, you experience disconnections more than 3 times per day, your router shows a normal internet light but no websites load, or you suspect a hardware fault with your router or ONT. When you call, have your account number ready along with the results of the diagnostic commands listed above. This information helps our technicians diagnose the problem faster and may eliminate the need for a home visit.