Quick Check: Common Causes of Intermittent Connection

1. Poor WiFi Connection
2. Dying Router/Device
3. (Rarely) poor light levels on Modem
4. (Rarely) power loss to modem

First, determine if the intermittent issue is coming from their home network or from our equipment. In most cases it will be with their home network (Wi-Fi issues).

Check the uptime on the modem this can be done in the CRM after you click on the site ID. If the uptime is just a few minutes the customer most likely rebooted the modem prior to calling, if you see a low uptime ask the customer if they rebooted the device. Be sure to advise them not to reboot the modem until they have talked to us. Utopia can't pull good logs if they reboot the modem.

If the modem has a solid uptime for a few few days or weeks the issue is most likely going to be with the router or a device in their home network. And you will need to help them troubleshoot that issue to the best of your abilities. You can check out this page for tips to try. Intermittent Home Network Tips

On the system information page of the modem (in the Utopia CRM) there are 2 columns labeled “RX dBm” and “TX dBm”. These are measurements for the light levels of the fiber to the modem. Anything -10 and lower could be a factor and if you see the light levels this low, contact the Utopia NOC for confirmation.

Note: some modems don't have this listed and if you don't see a light level, skip this step.

Need to help them troubleshoot their home network? Click here Intermittent Home Network Tips

Need to go back to the previous page? Click here Utopia Fiber

Need to create a ticket? Click here Ticketing Procedure