What can I do if Internet connection on my MERCUSYS DSL modem is unstable?

Before troubleshooting, please ensure the modem are using the latest firmware version (refer to here). If not, click here to update.

To figure out what causes the problem, please firstly refer to the picture below for locating the problem.

End-device means computer, laptop, phone, etc.

Note: If you can’t verify whether wired connection is fine or not, as you don’t have wired connection to test. At the same time, when the problem happens, all wireless end-devices drop internet connectivity but the wireless network are still connected. If the situation meets above, the problem actually is unstable internet connectivity, please refer to Case 1.

Case 1

Step 1

Step 2

Get screenshot of DSL Status page and save system log.

Note: Please save the system log after the internet connection stops working. System log isn’t necessary if you have to log in to the web interface by reset or restart the modem.

Step 3

Contact Mercusys support with the information above for further help and tell who your internet service provider is.

Case 2

Step 1

Check whether the connection will be automatically restored after a few minutes. Check the Wi-Fi LED on the router when it happens and see if the wireless network can be found via your end-devices.

Step 2

The unstable wireless connection is probably caused by wireless interference. Please try the following tips for your problem:

Change wireless channel and channel width (refer to here): channels 1, 6 and 11 are generally best, but any channel can be used, please try a few more channels. Additionally, please change channel width to 20 Mhz for less interference from other channels.
Get away from wireless interference source, such as microwave oven, cordless phone, USB3.0 hard drive, etc.

Step 3

If the issue persists, Contact Mercusys support with the information above for further help and tell us how many devices you have and corresponding operating systems.