Wi-Fi answers
Zen Internet — wi-fi keeps dropping
Zen Internet: why does my Wi-Fi keep dropping?
The short answer
A connection that drops and comes back within a minute or two is almost always an in-home Wi-Fi problem, not a broadband fault. In the cases we see, the give-away is that a device plugged in with a cable stays online while the Wi-Fi ones do not. A true broadband fault takes everything down at once, wired included.
We ask a few questions and tell you whether this looks like the broadband line or the Wi-Fi in your home.
| Item | What we have on record |
|---|---|
| Wi-Fi support tier | Supported Wi-Fi |
| WiFiXpert Experience Score | 67/100 |
| Their own Wi-Fi app | Yes |
| Official help page | https://www.zen.co.uk/support |
| Service status page | https://www.zen.co.uk/support/service-status |
The short answer
- A connection that drops and comes back within a minute or two is almost always an in-home Wi-Fi problem, not a broadband fault. In the cases we see, the give-away is that a device plugged in with a cable stays online while the Wi-Fi ones do not. A true broadband fault takes everything down at once, wired included.
Is it the line or the Wi-Fi?
- Test wired next to the router
- Test in the room that struggles
- Write both numbers down with the time
Free things to try first
- Test with a cable first — Plug a laptop straight into the router. If the cable stays up while Wi-Fi drops, the broadband line is fine.
- Use one Wi-Fi name for both bands — Two separate names make devices cling to the wrong one instead of moving.
- Move the router out of the cupboard — Shelf height, out in the open, away from the TV and the microwave.
Where Zen Internet fits in
- Zen Internet is a "Supported Wi-Fi" provider in our comparison, scoring 67/100 for the Wi-Fi support they actually give you.
- Own GigaSpire app and helpful support, though it only applies to one hardware platform.
- Take dated evidence with you — it changes how the call goes.
If it is not fixed
- Ask for a formal complaint reference
- Six weeks unresolved, or a deadlock letter, opens the free independent route
People also ask
- Is this a Zen Internet fault or my Wi-Fi?
- How do I report this to Zen Internet?
- Will a Zen Internet engineer visit help?
- Can I use my own router with Zen Internet?
If you do end up spending money
Only after the free fixes. Nobody pays to appear here, and no shop link changes anything we say.
- Mesh or a wired second point — only after the free fixes
- Managed Wi-Fi, where the provider owns the fix instead of you