Created: December 15, 2022

Our wifi keeps dropping out

I've powered the modem up and down,and we can get Netflix etc for a while then it drops out again
Last Edit: January 6, 2023
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Gary Spenser
Gary Spenser Tech Expert & Writer
Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Gary Spenser
Gary Spenser Tech Expert & Writer
Nice to meet you, *****!
Customer Reply
likewise
Gary Spenser
Gary Spenser Tech Expert & Writer
Have you ever experienced this issue before?
Customer Reply
no
Gary Spenser
Gary Spenser Tech Expert & Writer
Ok, is it dropping down on all your devices or only the TV?
Customer Reply
everything
Gary Spenser
Gary Spenser Tech Expert & Writer
How many devices connect to it right now?
Customer Reply
4 TV'S and 3 phones
they've all worked fine until now
Gary Spenser
Gary Spenser Tech Expert & Writer
Your internet may keep cutting out because you or your internet provider must resolve one or more issues. However, your modem also may be faulty, or you may have too many devices using too much data simultaneously.
What is your router model?
Customer Reply
HG659b
Gary Spenser
Gary Spenser Tech Expert & Writer
Huawei, correct?
Customer Reply
Yes Huawei
Gary Spenser
Gary Spenser Tech Expert & Writer
Then, let's try to do a factory reset first to see if the problem occurs after that.
However, I must warn you: A factory reset restores the modem to the default settings – all remembered Wi-Fi connections and any user customizations, such as your Wi-Fi name and password, are erased.
Are you ok with that?
Customer Reply
ok but how would i get back to a wiring modern
working modern
Gary Spenser
Gary Spenser Tech Expert & Writer
You'll need to set it up as a new device.
What is your internet provider?
Customer Reply
Spark
Gary Spenser
Gary Spenser Tech Expert & Writer
Then it'll be more automatic.
Customer Reply
OK let's do it then
Gary Spenser
Gary Spenser Tech Expert & Writer
However, before we start, please check the back of your modem. There should be a sticker with your default Wi-Fi network and password details.
Can you see it?
Customer Reply
yes we've got Spark-D6PJUN-5G
Gary Spenser
Gary Spenser Tech Expert & Writer
Great! To factory reset your modem, do the following:
1. While the modem is turned on, insert a paper clip into the reset hole on the side, press down for 8 to 10 seconds until all the modem lights turn off, then release.
2. The modem will reset and then restart. This process can take up to 5 mins for the connection to establish.
3. After a factory reset, you must manually reconnect each WiFi device using the default password on the back of your modem to connect to the Network.
When you're done. Power and WAN light should be GREEN and steady. Internet light and a LAN light should be GREEN and blinking. The WLAN light should be GREEN and blinking.
Customer Reply
Wiring through this now.
Using my mobile plan to connect
Gary Spenser
Gary Spenser Tech Expert & Writer
Tell me please , have you finished with my steps above ?
Customer Reply
All lights are back on except internet one which is flashing
Gary Spenser
Gary Spenser Tech Expert & Writer
Check please question above.
Customer Reply
Yes finished above ster
Gary Spenser
Gary Spenser Tech Expert & Writer
Good.
Have you tried to connect to Wi-Fi and open any webpage ?
Customer Reply
Just tried FB on my phone and that works but TV not connecting to Netflix yet
Gary Spenser
Gary Spenser Tech Expert & Writer
Does it work with Youtube?
Customer Reply
Yep Youtube works on my phone
Gary Spenser
Gary Spenser Tech Expert & Writer
I mean on TV
Customer Reply
no not on the TV
Gary Spenser
Gary Spenser Tech Expert & Writer
Tell me please model and brand of your TV
Customer Reply
Just went to settings on TV and connected to D6PJUN-5G and Youtube now works
Gary Spenser
Gary Spenser Tech Expert & Writer
Great!
Is there anything else I can do for you today?
Customer Reply
Netflix now working
nope were good to go now.
Gary Spenser
Gary Spenser Tech Expert & Writer
Happy for you !
I am so pleased to see your issue got resolved!

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