Customer supportThe internet connection keeps dropping.
Follow Wifi.se’s step-by-step guide and start with the simplest checks. Check the status of the service, the data and the correct settings before moving on to more advanced troubleshooting.
Check this first
- Check that the SIM/eSIM is active and that the data package still has data left.
- Restart the router or device and wait a few minutes for it to register on the network again.
- If you are abroad: check that data roaming is switched on.
- With a physical SIM card: if needed, test it in a phone with Wi-Fi off and mobile data on.
- If the SIM card works in the phone but not in the router, check the router settings, the SIM slot and, if needed, the APN.
Test before you change settings
- Place the router somewhere more open, preferably higher up and near a window.
- Run several speed tests at different times of day.
- Compare 4G/5G Auto with another network mode if your router supports it.
- Check whether the problem affects all devices or only, for example, the TV.
If the problem mainly occurs in the evening, heavy load on the mobile network may play an important role.
Why this helps
When troubleshooting, it is important to first work out whether the problem lies with the SIM/eSIM, the mobile network, the router or the Wi-Fi connection itself. Change only one thing at a time and test again after each step. That makes it much easier to see which step actually solves the problem.
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