When everyone drops at the same time, the problem is the internet line, the modem, or the router — not individual computers. Check whether the modem's online light goes out during a drop. If it does, it's the provider's line or modem; if not, it's the router.
Common causes
Signal problems on the provider's line
Damaged cable, loose connectors, or splitters cause the modem to lose sync and reconnect.
Failing or overheating modem
Old modems and modems in hot closets drop connections intermittently.
Router crashing or rebooting
An overloaded or failing router resets, taking the whole office offline briefly.
Provider outages
Short outages in the neighborhood show up as random drops.
How to fix it, step by step
- 1
Note when drops happen
Write down the time and what the modem and router lights were doing. Patterns help find the cause.
- 2
Check the modem's logs
Most modems have a status page (often 192.168.100.1) showing signal levels and disconnect events.
- 3
Inspect cables and splitters
Tighten coax connectors and remove unnecessary splitters between the wall and the modem.
- 4
Give equipment airflow
Move the modem and router out of enclosed, hot spaces.
- 5
Ask the provider to test the line
Share the times of the drops and ask them to check signal levels and send a technician.
When to call a technician
Providers often blame the customer's equipment. We document exactly where the drops happen so the provider fixes their line — or we fix the router or network if that's the cause. For offices that can't afford downtime, we can set up a backup internet connection that takes over automatically.
On-site support across Orange County · see our business networking and WiFi installation services.
Frequently asked questions
How do I know if it's my provider or my router?
If the modem's online light drops when the internet goes out, it's the line or modem. If the modem stays online but devices lose internet, look at the router.
Can a backup internet connection prevent downtime?
Yes. A second connection, such as 5G or another provider, can take over automatically when the main line drops.
Why does the internet drop at the same time every day?
Scheduled router reboots, backups, or provider maintenance are common causes. Check the router's scheduled tasks.