Updated: March 28, 2023
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by Gary Spenser
Tech Expert & Writer
772 resolved issues

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

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!

Customer Replay


Have you ever experienced this issue before?

Customer Replay


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Ok, is it dropping down on all your devices or only the TV?

Customer Replay


How many devices connect to it right now?

Customer Replay

4 TV'S and 3 phones
they've all worked fine until now

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 Replay



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Huawei, correct?

Customer Replay

Yes Huawei

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 Replay

ok but how would i get back to a wiring modern
working modern

You'll need to set it up as a new device.
What is your internet provider?

Customer Replay


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Then it'll be more automatic.

Customer Replay

OK let's do it then

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 Replay

yes we've got Spark-D6PJUN-5G

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 Replay

Wiring through this now.
Using my mobile plan to connect

Tell me please , have you finished with my steps above ?

Customer Replay

All lights are back on except internet one which is flashing

Check please question above.

Customer Replay

Yes finished above ster

Have you tried to connect to Wi-Fi and open any webpage ?

Customer Replay

Just tried FB on my phone and that works but TV not connecting to Netflix yet

Does it work with Youtube?

Customer Replay

Yep Youtube works on my phone

I mean on TV

Customer Replay

no not on the TV

Tell me please model and brand of your TV

Customer Replay

Just went to settings on TV and connected to D6PJUN-5G and Youtube now works

Is there anything else I can do for you today?

Customer Replay

Netflix now working
nope were good to go now.

Happy for you !
I am so pleased to see your issue got resolved!

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