Step 1: Restart everything in the right order
Turn off your modem/router. If you have a separate NBN box (common with FTTP and HFC connections), turn that off too. Wait 30 seconds, turn the NBN box on first, wait until its lights settle, then turn the modem back on. Give it a few minutes before testing.
Step 2: Work out if it's the NBN or the WiFi
This is the most important step. Plug a laptop directly into the modem with a network (Ethernet) cable and use it for a while, or run a speed test.
- Cable is stable, WiFi isn't: your NBN is fine. The problem is WiFi coverage or interference. Keep reading.
- Cable drops out too: the problem is the NBN connection, the NBN box or the modem itself. Check your provider's outage page, then contact them with the details of when it drops.
Step 3: Move the modem
Most WiFi problems come down to where the modem lives. Modems are often installed wherever the NBN cable comes in: the garage, a cupboard, behind the TV or at one end of the house. WiFi struggles through brick, concrete, metal, mirrors and fish tanks.
- Put it as central and as high as you can, out in the open.
- Keep it away from microwaves, cordless phone bases and large metal objects.
- If the modem has to stay where it is, that's the job mesh WiFi is designed for (step 7).
Step 4: Use the right WiFi band
Most modems broadcast two bands. 5 GHz is faster but shorter-range. 2.4 GHz reaches further but is slower and more crowded. If your devices keep jumping between them and dropping out, try separating them into two network names temporarily to see which is unstable. Newer WiFi 6 and 6E equipment handles band steering far better than older modems.
Step 5: Update the modem, or replace an old one
Log in to the modem (the address is usually printed on its label) and check for a firmware update. Many modems supplied by providers are basic models, and units more than five or six years old often struggle with the number of devices in a modern home. Phones, TVs, cameras, speakers and smart plugs add up quickly.
Step 6: Fix the device, not just the network
If only one laptop drops out, the problem may be the laptop. On Windows 11:
- Forget the network and reconnect: Settings → Network & internet → WiFi → Manage known networks.
- Update the WiFi driver from the laptop manufacturer's support site.
- Stop Windows turning the adapter off to save power: Device Manager → Network adapters → your WiFi adapter → Properties → Power Management → untick "Allow the computer to turn off this device to save power".
- As a last resort, Settings → Network & internet → Advanced network settings → Network reset.
Step 7: Add mesh WiFi or a wired access point
Cheap range extenders often make things worse: they halve speeds and create a second network your devices cling to. In larger homes, double-brick or split-level houses, and offices, the reliable fix is:
- Mesh WiFi, where several units work together as one network so devices move between them seamlessly.
- Wired access points, connected by network cable, which give the most reliable result, especially in new homes that already have data points in the walls.
For businesses: why office WiFi needs more than a home modem
Offices need business-grade access points, a proper firewall, and guest WiFi kept separate from business systems and EFTPOS. If staff complain about dropouts during video calls, or the POS goes offline at busy times, it's worth having the network assessed rather than adding another extender.
When to get help
- The connection drops even on a cable and your provider can't find a fault.
- Some rooms, the shed or the backyard office never get decent WiFi.
- You've moved into a new build and nobody explained the data cabinet.
- Business systems, phones or POS keep dropping out.
We test speeds room by room, fix the cause rather than the symptom, and show you the before-and-after results.
Quick answers
Why does my WiFi keep disconnecting?
Common causes are poor modem placement, interference, an outdated or overloaded modem, devices switching between 2.4 GHz and 5 GHz, or a power-saving setting on the device. Testing with a network cable shows whether the problem is the WiFi or the NBN connection itself.
Do WiFi extenders work?
Basic extenders often reduce speed and cause devices to cling to a weak signal. Mesh WiFi systems or wired access points are a more reliable fix for larger homes and offices.
Is it my NBN or my WiFi?
Plug a computer straight into the modem with an Ethernet cable. If that connection is stable, the NBN is fine and the issue is WiFi. If the cable connection drops too, contact your internet provider.