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Home > FAQ's > Internet > I’m experiencing dropouts with my connection

I’m experiencing dropouts with my connection

Dropouts can occur intermittently throughout the day. It happens usually for a short period of time when your internet connection losses connectivity.

Firstly, check the cables of your modem are plugged in securely and restart your modem by powering your device off and back on again. (Please wait for 1 minute before powering your device back on.)

We also recommend reducing the number of other connected devices in your home, to rule out high level data congestion.

Monitor your connection for 24 hours and if dropouts still continue, please refer to the steps below.

If you have an nbn connection box installed in your home

Using an Ethernet cable, connect your computer directly to the active UNI-D port on your connection box. (This will be the same port used to connect your modem to the connection box).

If you are still experiencing drop outs after 24 hours, take note of when these drop outs are occurring.

When connected directly to the connection box, should your drop outs cease, it may indicate there is a problem with your modem.  If this is the case, please contact Sumo so we can provide further assistance.

If you don’t have an nbn connection box installed in your home

To rule out the possibility of any wireless network issues, using an Ethernet cable, connect your computer directly to your modem.

If you are still experiencing drop outs after 24 hours, take note of when these drop outs are occurring.

If there are no drop outs, it may be a case of Wi-Fi connectivity issues being the cause of your recent service disruptions, rather than your connection dropping out on the network.