Troubleshoot a connection that drops out
Brief dropouts are hard to diagnose after the connection recovers. A few observations made during the next dropout can save a second round of questions.
During the dropout
Note the time and what stopped. Did a call freeze while other websites still loaded, or did everything go offline? Try a second device and, if possible, a wired one. Turn mobile data off briefly when checking Wi-Fi on a phone. Restore it when you need a backup connection.
Look before restarting
Check whether the router rebooted, the Wi-Fi name vanished, or the ONT’s optical alarm appeared. Write down the labels rather than relying only on colours. Repeated restarts can hide the pattern and interrupt devices that are still working.
Send a short record
For example, “7:12 pm, both laptops lost internet for two minutes, Wi-Fi stayed connected, Ethernet also failed.” Include two or three times if it repeats. Tell Riley whether the router was recently moved or any cable changed. If an optical alarm stays on, contact Riley rather than waiting for more examples.