text.skipToContent text.skipToNavigation

Troubleshooting wired Internet disconnections

There are several reasons why you are experiencing wired Internet disconnections.  This article will give you options on how to resolve them.​

Perform Ping Test

Ping is a commonly used tool when troubleshooting communication problems on a network.  It determines whether information can be sent from your router to another location and back again, and how long it takes to do so.  You can also specify the number of times the information is sent. 
 
Step 1:
Access the command prompt.  Follow the instructions below according to your Operating System (OS):

 
For Windows® 10 - Right-click on the Windows User-added image key then select Command Prompt.

For Windows® 8/8.1 - Press the Windows User-added image key then enter “cmd” and select Command Prompt to open the application.

For Windows® 7/Vista® - Click the Pearl User-added image button > enter “cmd” > press [Enter].

For Windows® XP - Click Start > Run > enter “cmd” then click OK.

For Mac OS X® - Click the Spotlight > enter “utilities” in the Spotlight User-added image field and select Utilities > double-click Network Utility.
 
Step 2:
Perform a ping test.  Enter “ping google.com" and press [Enter].  Take note of the results.

You will see the Ping Statistics in the command prompt window.  If your computer Received four (4) replies and zero (0) Lost, it means that your computer is connected to the Internet.  But, if you see zero (0) Received and four (4) Lost, it means your computer is NOT connected to the Internet. 
 
Cable connections on the router

The intermittent connection on the router might be caused by the cables not properly connected to it.  Check the indicator lights to signify its connectivity.  If the light is not lit, try using another Ethernet cable or check if the cable ends are connected securely.  ​

 
Modem to computer connection
 
Make sure you have an active Internet connection from the modem.  If your computer is unable to go online when directly connected to the modem, try powercycling the modem and computer.  If the computer is still unable to go online, contact your Internet Service Provider (ISP).

Router reset and reconfiguration

If all computers cannot go online and you have Internet connection when connected to the modem, you may need to reset and reconfigure your router.  Resetting the router will restore the device to its default factory settings and you will be able to reconfigure it again.  For instructions on how to manually set up a Belkin router, click here.  To set up a Belkin router using the Dashboard, click here

Outdated router firmware
 

A firmware update contains encoded instructions to help improve the performance of your Belkin router.  It could also resolve issues that the previous firmware version may have.  For instructions on how to update the router’s firmware, click on the links below:

Updating the router’s firmware through the Belkin Dashboard
Updating your Belkin router’s firmware


Related Articles:

Troubleshooting wireless Internet connection issues with your Belkin router
Troubleshooting wireless connectivity issues

Was this support article useful?

Thank you for your feedback.

Additional Support Questions?

Search Again

CONTACT SUPPORT

  • PHONE

    Have questions about your Belkin product? Contact our support team. CALL US
  • LIVE CHAT

    A customer advocate will answer your questions. START LIVE CHAT
  • TWITTER

    Post your issue to Twitter, and we will reply in minutes. Tweet @BelkinCares
  • CONNECTED EQUIPMENT WARRANTY

    Find out what to do if your product is not working as expected. Learn More