Wi-Fi keeps dropping: what to check first
For intermittent Wi-Fi, establish whether the failure is a disconnect, loss of internet while still connected, or a single-app pause. Compare timing, signal, saved network names, recent device changes, and reports from other devices. Keep this pass read-only: do not expose passwords, alter saved networks, or change shared equipment.
Updated November 11, 2026
- Ask what “dropping” looks like Find out whether the Wi-Fi icon disconnects, the network stays connected without internet, or one app stops responding. Record the time, location, and what the customer was doing.
- Check signal and connected band Read the operating system’s wireless status view for signal strength and band when shown. Note changes at the bench; do not assume that a strong icon means the network path is healthy.
- Review saved network names View the saved network list and compare names with the customer’s intended network. Do not remove saved networks or expose passwords in the ticket.
- Compare distance and location Ask how far the computer is from the router or access point and whether walls or floors intervene. If practical, observe the status at the customer’s usual location without changing router settings.
- Read update and driver history Use built-in update history or device information pages to note recent wireless driver or operating system changes. Record dates and displayed status, without rolling back or installing anything.
- Compare other devices Ask whether other devices on the same network lose connection at the same time. This comparison helps separate a single-device symptom from a shared network interruption.
What does “dropping” mean here?
Ask whether the Wi-Fi icon disconnects, internet access fails while connected, or only one application pauses. Record when and where it happens, how often, and whether it followed a move, network change, update, or new device. Do not assume the router or computer is at fault.
How should I check signal and band?
Read the network name, signal, and band in the built-in Wi-Fi status page when available. Check during the problem if possible. Compare the computer’s distance from the router or access point and note walls or floors. Do not reposition network equipment during a read-only check.
What should I review in saved networks and history?
Compare the saved network names with the one the customer expects. Similar names can be confusing. Do not remove entries or put a password in the ticket. Read built-in update history and device information for recent wireless driver or operating system changes. Record dates and status text; timing is a clue, not proof or a reason to roll back.
Are other devices on the same network affected?
Ask whether other devices lose access at the same time and place. Record whether one or several devices are affected. Do not change router settings without the network owner’s approval.
When should I stop?
Stop before forgetting a network, resetting settings, changing a driver, or restarting shared equipment; those actions can interrupt others or remove connection details. If several devices are affected, or the customer cannot identify the network owner, record the scope and hand the evidence to that owner. Make no network changes during this check.
CommandGate can gather device-side findings for review; shared network changes remain a separate decision for the network owner.