Support

My Connection keeps dropping

There are many reasons why your internet connection may be dropping.  If you are having this problem, we will likely need to work with you on our technical support line in order to get to the root of the issue.  However, there are a few steps you can take to troubleshoot the issue on your own if you wish.

• Verify that the issue is not isolated to only one device.  Sometimes the device you are using may be having issues.  There are many possible causes for this, ranging from software to hardware issues and everything in between.  However, it is also possible that the wireless signal to that specific device is weak.  If you have determined that the issue is device specific, try rebooting your device and bringing it closer to the router.  If that does not make a difference, and other devices continue to work, you may need to have said device serviced by a professional.

• Test for if the issue is specifically occurring to devices connected wirelessly.  To do this, connect a PC or other device to ETH 1 of the Comtrend router and test for internet.  If the connection continues to drop on wireless devices but remains consistent when hard wired, you have proven a general Wifi issue.  The technical support representatives available on our support line will be best suited to assist further. 

• If possible, inspect the router when the connection drops.  If using one of Bruce Telecoms wireless modem/routers, check to see if the Internet light remains active and green.  If the internet light is not activated, check if the DSL light is solid (if using a DSL connection) or that your ETH WAN light is active (if a fiber optic customer). 

Issues with connection drops are absolutely not normal, and do not represent the level of service we aim to provide.  In most cases persistent problems with your connection will require troubleshooting by our technical support team.  Please do not hesitate to call our technical support line for assistance towards a speedy resolution.