What to Do If Your Home Internet Keeps Cutting Out in Kenya

A stable internet connection is important when working, studying or communicating online. However, home internet connections can sometimes disconnect repeatedly, making it difficult to complete everyday tasks.

The problem may be caused by your router, connected devices, cables or internet service provider.

Before contacting your provider, try the following checks to identify what could be causing the interruptions.

Start by checking whether the internet is disconnecting on every device in your home.

Connect another phone, laptop or tablet to your Wi-Fi network and see whether it can access the internet.

If the other devices work normally, the problem may be with the original device. However, if all your devices lose their connection at the same time, the issue could be with your router or internet service.

This check can help you narrow down where the problem is coming from.

The indicator lights on your router can help you identify a possible connection problem.

Depending on the router, you may see lights labelled Power, Internet, Wi-Fi, WAN or LOS.

Check whether the power light is on and look for any unusual changes in the internet connection lights.

For some fibre connections, a red LOS light indicates a problem with the optical signal. However, the meaning of each indicator depends on the router model.

Check the manufacturer’s guide or contact your internet provider if you are unsure what the lights mean.

Loose connections or power interruptions can cause your router to lose its internet connection.

Check that the power cable is firmly connected to the router and that the other cables are properly attached.

If you use fibre internet, check whether the fibre cable appears disconnected or damaged. Avoid pulling, bending or attempting to repair it yourself. Contact your provider if you suspect a problem with the fibre installation.

If the cables and power supply appear normal, restart the router according to the manufacturer’s instructions.

Where you place your router can affect the strength of your Wi-Fi signal.

A router placed inside a cupboard, behind large objects or in a corner may provide a weaker connection in some parts of your home.

Try placing it in an open, central position where the signal can reach your rooms more easily.

If your connection improves when you move closer to the router, the problem may be related to Wi-Fi coverage rather than the internet service itself.

Several devices using the same internet connection can affect its performance, particularly when they are carrying out activities that use a lot of data.

For example, multiple people may be streaming videos, downloading large files or attending online meetings at the same time.

Check how many devices are connected to your router. Temporarily disconnect devices that are not being used and see whether the connection becomes more stable.

You can also check the router’s connected-device list. If you notice an unfamiliar device, consult your router’s instructions or contact your provider for help securing your Wi-Fi network.

Sometimes the router and internet service are working properly, but one device keeps disconnecting.

If the problem only affects your phone or laptop, check that Wi-Fi is enabled and that the device is connected to the correct network.

You can also restart the device and reconnect to your home Wi-Fi.

If other devices continue working normally, the issue may be related to the affected device’s network settings, software or hardware. Contact the device manufacturer or a qualified technician if the problem continues.

If you have checked your router, cables and devices but the internet keeps disconnecting, contact your service provider.

Explain when the problem started, how frequently it happens and whether all connected devices are affected.

Also mention any unusual router indicator lights and the checks you have already completed.

Your provider may need to investigate a network interruption, an installation problem or a fault affecting your connection.

Ask for a complaint or support reference number and keep a record of any communication with the provider.

If your provider does not resolve the problem to your satisfaction, you can escalate your complaint to the Communications Authority of Kenya (CA).

The Authority handles complaints involving licensed communications providers. These may include service interruptions, poor network coverage, billing disputes and failure to provide services.

Before contacting the Authority, first raise the issue with your provider and keep records of your communication, including any complaint reference numbers.

You can submit a complaint through the Communications Authority Consumer Complaints portal.

Provide your contact details, the name of your service provider and a clear explanation of the problem. Include any relevant evidence of your previous attempts to resolve the issue.

The Authority advises consumers to seek assistance from their service providers before escalating unresolved complaints.

Repeated internet disconnections can be caused by problems with your router, Wi-Fi coverage, connected devices, or internet service provider.

Start by checking whether all your devices are affected, inspecting the router lights and confirming that the cables are properly connected.

If the problem continues, contact your provider and keep a record of your complaint. You can also approach the Communications Authority if the provider fails to resolve the issue to your satisfaction.

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