Ethernet loss of service
Ethernet is the fastest, most stable, and secure way to connect to the internet, but sometimes the connection can drop. This may be due to temporary issues with your device or, occasionally, a problem with the port in your room. In this article, we outline some troubleshooting steps you can follow to fix the issue and provide details on how to contact us if the problem persists. If your Wi-Fi connection is also down, open the Glide app and check the Service Status to see if any known issues are affecting your area.
Follow the steps below to restore your connection.
1. Start by checking your Ethernet cable. Does the connection drop when the cable or device is moved? Is the cable old or damaged? If so, the issue may lie with the cable. If you're unsure, it's worth trying a different cable, preferably a new one, to eliminate this as a possible cause.
2. Check if the port has any physical damage. If you notice any damage, please contact our support team for assistance.
Troubleshooting Steps (Click to expand)
Troubleshooter can help with Ethernet problems by automatically diagnosing and fixing common connectivity issues. It checks for problems like incorrect network settings, driver conflicts, or hardware malfunctions and attempts to resolve them. To run the Windows Troubleshooter, press To troubleshoot Wi-Fi issues on a Mac, hold the Option key and click the Wi-Fi icon in the menu bar. From the dropdown, select Open Wireless Diagnostics. The tool will guide you through prompts, analyze your network, and suggest solutions for any identified problems. If you're experiencing network issues, performing a network reset can help resolve common connectivity problems. Always ensure you have your Wi-Fi network passwords and VPN details noted down before proceeding. To reset your network settings on Windows, click the Start menu and search for Network Reset. Select the option from the results to open the Network Reset page, which explains the process (removing and reinstalling network adapters, restoring default settings, etc.). Click Reset now, confirm by clicking Yes when prompted, and then restart your computer to complete the process. To reset your Wi-Fi network on a Mac, open System Settings from the Apple menu (or System Preferences on older versions). Go to Network and select Wi-Fi on the left-hand side. Remove the current network by clicking the minus (–) sign. Add it back using the plus (+) sign, choose Wi-Fi, and click Create. Finally, restart your computer to ensure the reset is fully applied. After restarting, reconnect to your Wi-Fi and re-enter any necessary passwords. Updating network drivers can improve your connection by ensuring compatibility with the latest technologies and resolving bugs or inefficiencies in older versions. Right-click the Start button and select Device Manager. Expand Network adapters. Right-click your network adapter (it will typically include the manufacturer's name, such as Intel or Realtek, and connection type like Wi-Fi or Ethernet). Select Update driver from the options. Click the Apple menu and select System Settings or System Preferences. Click Software Update. If an update is available, click Update Now. A Winsock reset can help resolve Ethernet connection issues by resetting the Windows Sockets API, which manages network requests between software and hardware. If the network configuration becomes corrupted or encounters errors, resetting Winsock restores it to its default settings, potentially fixing issues like inability to connect or unstable connections. Open the Start menu and type 3. Troubleshooter – Windows/Apple mac
For Windows 10/11
Windows + I to open the Settings app. On Windows 10, navigate to Update & Security > Troubleshoot > Additional troubleshooters. On Windows 11, go to System > Troubleshoot > Other troubleshooters. Under the Network & Internet section, select Internet Connections and click Run the troubleshooter to begin diagnosing Ethernet issues.Apple mac
4. Network reset - Windows/Apple mac
Windows
Apple Mac
5. Update network drivers
For Windows
For Apple Mac
6. Winsock reset/Release/Renew IP
For Windows
cmd in the search box. Right-click "Command Prompt" and choose Run as Administrator. Once open, type ipconfig /release and press Enter, followed by ipconfig /renew. Then, type netsh winsock reset and press Enter. Finally, restart your computer to apply the changes and resolve potential connectivity issues
Contact the ServiceDesk
If the issue persists, we’ll need to speak with you to identify the best way to help with your connection. You can either call us on 0333 123 0115, or alternatively, email us with some details, and we’ll get back to you.
When sending an email, please include answers to the following questions to help us assist you more efficiently.
- Is more than one device affected?
- Have you tried a different cable?
- Does the connection work outside your room? Does the device work anywhere else in the building?
- Is the WiFi connection working?
- Are you able to access some sites but not others e.g. google.co.uk does but bbc.co.uk doesn’t?
- Are you being shown any warnings or messages from your operating system or within your internet browser?
We will endeavour to get in touch as soon as we can.