Internet Health Check guide
Internet keeps disconnecting? How to tell Wi-Fi from your ISP
Intermittent drops are hard to explain to support because they rarely happen while you are on the phone. The goal is to collect enough observations to make a pattern visible, and to rule out the easy local causes first.
1. Confirm it is your connection, not one website
Check several unrelated sites. If only one fails, the problem is probably that service. If none respond, your connection is down. Internet Health Check's free “Is it just me?” check does this in one click and lists what it measured.
2. Compare Wi-Fi with a wired connection
If drops disappear on Ethernet or next to the router, Wi-Fi signal or interference is a likely factor. If they continue on a cable, look at the router, modem or the line.
3. Restart the router and modem once
Power them off for about two minutes, then on. If the drops stop for good, equipment was probably involved. If they return, note when.
4. Keep a timestamped log for a few days
Record when each drop started and ended and how long it lasted. A browser monitor can do this while the browser is open; periods when the browser was closed are unmonitored and should not be counted as outages.
5. Be honest about what the evidence shows
Browser-based measurements show what one device could reach. They support a conversation with your ISP, but they do not prove who is responsible. Say what you observed, when, and what you already ruled out.
Frequently asked questions
Why does my internet keep disconnecting?
Common causes include weak Wi-Fi signal, router or modem faults, local interference, and line or network problems on the ISP side. A single check cannot tell them apart; comparing wired and wireless results and keeping a timestamped log narrows it down.
Can a browser extension tell me whether it is Wi-Fi or my ISP?
Not reliably. An extension can show whether your device reached several independent services, how often checks failed and when. That is useful evidence, but it does not prove where the fault is.
How long should I monitor before contacting my ISP?
A few days is usually more convincing than one afternoon, because it shows whether drops repeat and at what times.
Free covers live monitoring, speed tests, outage logging, and CSV export. Pro adds the polished Evidence Report, scheduled tests, and long history. Related: ISP evidence · remote work · help center