Troubleshooting Intermittent Internet Connection Issues

If your internet is cutting in and out, slowing down, or disconnecting at times, this guide will help you identify what’s happening and what steps to take.

Step 1: Understand Your Connection Type

Your community may use one of the following setups:

Wi-Fi Only Communities

• Your internet comes from shared access points (there is no modem inside your unit)

• Connection quality depends on signal strength and coverage throughout your home

Wired + Wi-Fi Communities

• Your unit may include a modem or router

• You may have the option to connect devices using an Ethernet cable

Step 2: Identify What’s Happening

Ask yourself:

• Does your internet fully disconnect, or just slow down?

• How often does this happen?

• How long does it last?

• Are all devices affected, or just one?

Step 3: Look for Patterns

Try to notice when the issue happens:

• Does it occur at certain times of day?

• Does it happen while streaming, gaming, or on video calls?

• Does it happen when multiple devices are connected?

• Do you see any error messages when the connection drops?

Step 4: Check Your Home Setup

• Are you using your own router or equipment?

• Where is your router located? 

• Have there been any recent changes? (new devices, moved equipment, power outage)

Step 5: If You’re in a Wi-Fi Only Community

Since there’s no modem in your unit, focus on Wi-Fi performance:

• Does the issue happen everywhere or only in certain rooms?

• Does your device stay connected to Wi-Fi but lose internet?

• Are neighbors experiencing similar issues?

Step 6: If You Have a Router or Modem

Try a quick restart:

1. Unplug your modem and router

2. Wait 60 seconds

3. Plug the modem back in and wait for it to fully reconnect

4. Plug the router back in

Then check if your connection improves.

Step 7: Still Having Issues?

If the problem continues, our support team may need to:

• Check network equipment serving your home

• Review for outages or signal issues

• Schedule a technician visit if needed

?When reaching out to support, please include:

• Your full name

• Property name

• Property address

• Unit number

• Email address

• Contact phone number

• When the issue occurs

• Which devices are affected

• Where in your home you experience the issue (for example: bedroom, living room, etc.)

• Any troubleshooting steps you’ve already tried