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Intermittent WiFi

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An intermittent Wi-Fi connection may disconnect completely, reconnect by itself, display No internet, or stop working briefly while the Wi-Fi symbol remains visible. The cause may be the device, its settings, wireless coverage or a wider network issue.

This guide contains checks for computers, phones, tablets, Chromebooks, games consoles, TVs and streaming devices.

Before you begin, check the Service Status in the Glide app. If a known issue is affecting your site, you do not need to complete the steps below.

Important: Do not unplug, restart or reset any Glide or accommodation network equipment.

Complete each relevant check and test the connection again before moving to the next step.

Watch our guide

Troubleshooting steps

▼ Select each troubleshooting heading below to expand and view the instructions. 

 

Step 1: Check what is affected

These checks help determine whether the issue is with one device, the wireless coverage in one location or the wider service.

  • Check whether one device, several devices or everyone nearby is affected.
  • Note the time of each disconnection, how long it lasts and whether it reconnects by itself.
  • Check whether the Glide network disappears from the device’s list of available Wi-Fi networks, or remains visible but displays No internet.
  • Test the device in another part of the building, such as a communal area.
  • If possible, check whether a wired Ethernet connection disconnects at the same time.
  • Check whether the issue affects every website and app or only one particular service.

If several devices and the wired connection disconnect together, the problem is unlikely to be caused by a setting on one device. Record the details and contact the Service Desk.

Step 2: Confirm that you are using the correct Glide network
  • If your site has a network named Glide, connect to that network and complete the browser sign-in if prompted.
  • If your site has Glide_Signup and Glide_Resident, use Glide_Signup to register and obtain your unique passkey. Afterwards, forget Glide_Signup and connect to Glide_Resident using that passkey.
  • Turn off automatic connection for Glide_Signup so the device does not switch back to it.
  • If the device is linked to your Glide account using its MAC address, make sure it is using a stable Wi-Fi address. Find out how to check private or randomised Wi-Fi addresses.
  • Temporarily disconnect any active VPN and test the connection again.

Devices without a browser, including some games consoles, smart TVs and smart speakers, may need to be linked to your Glide account using their Wi-Fi MAC address.

Step 3: Restart the device and its Wi-Fi connection
  1. Turn Wi-Fi off on the affected device.
  2. Wait approximately 10 seconds, then turn Wi-Fi back on and test again.
  3. If the connection still drops, fully restart the device. Do not only place it into sleep or standby mode.

For a smart TV, games console, streaming device or smart speaker, use its restart option where available. If there is no restart option, switch the device off, disconnect its power for 10 seconds, then reconnect it.

Do not disconnect the power from any Glide or accommodation network equipment.

Step 4: Forget and reconnect to the Glide network

Forgetting the network removes its saved connection details. Make sure you know your Glide account details or unique passkey before continuing.

Windows 11 and Windows 10
  1. Go to Start > Settings > Network & internet > Wi-Fi > Manage known networks.
  2. Select the Glide network, then select Forget.
  3. Select the network icon on the taskbar, choose the correct Glide network and reconnect.
Apple Mac
  1. Go to Apple menu > System Settings > Wi-Fi.
  2. Select Details beside the Glide network.
  3. Select Forget This Network > Remove.
  4. Select the correct Glide network and reconnect.
iPhone and iPad
  1. Go to Settings > Wi-Fi.
  2. Select the information button ⓘ beside the Glide network.
  3. Select Forget This Network > Forget.
  4. Select the correct Glide network and reconnect.
Google Pixel and other Android devices
  1. Go to Settings > Network & internet > Internet.
  2. Select the settings button beside the Glide network.
  3. Select Forget.
  4. Select the correct Glide network and reconnect.

Menu names vary by manufacturer. If necessary, search the device Settings for Wi-Fi or Saved networks.

Samsung Galaxy phones and tablets
  1. Go to Settings > Connections > Wi-Fi.
  2. Select the settings button beside the Glide network.
  3. Select Forget.
  4. Select the correct Glide network and reconnect.
Chromebook
  1. Select the time, then open Settings.
  2. Go to Network > Wi-Fi > Known networks.
  3. Find the Glide network, select the more button, then select Forget.
  4. Select the correct Glide network and reconnect.
Apple TV
  1. Go to Settings > Network > Wi-Fi.
  2. Select the current Glide network, then select Forget Network.
  3. Return to Network > Wi-Fi, select the correct Glide network and reconnect.
Amazon Fire TV
  1. Go to Settings > Network.
  2. Highlight the Glide network.
  3. Press the Menu button on the remote, then press Select/OK to forget the network.
  4. Select the correct Glide network and reconnect.
Step 5: Install device and network updates

Updates can correct connection faults and improve compatibility. Select your device below.

Windows 11 and Windows 10
  1. Right-click Start, then select Device Manager.
  2. Expand Network adapters.
  3. Right-click the Wi-Fi adapter, then select Update driver > Search automatically for drivers.
  4. Windows 11: Go to Settings > Windows Update > Check for updates.
  5. Windows 10: Go to Settings > Update & Security > Windows Update > Check for updates.
  6. Install any available updates.
  7. Restart the computer.

Please note: Microsoft support for Windows 10 ended on 14 October 2025. For security, use a supported operating system wherever possible.

Apple Mac
  1. Go to Apple menu > System Settings > General > Software Update.
  2. Install any available updates, then restart the Mac.
iPhone and iPad
  1. Go to Settings > General > Software Update.
  2. Install any available update, then restart the device.
Google Pixel and other Android devices
  1. Go to Settings > System > Software updates.
  2. Select System update and follow the on-screen instructions.
  3. Restart the device after installing an update.

Menu names vary by manufacturer. Search Settings for System update if necessary.

Samsung Galaxy phones and tablets
  1. Go to Settings > Software update.
  2. Select Download and install.
  3. Follow the on-screen instructions, then restart the device.
Chromebook
  1. Select the time, then open Settings.
  2. Select About ChromeOS.
  3. Select Check for updates, install any update and restart the Chromebook.
Games consoles

Xbox Series X|S and Xbox One

Go to Profile & system > Settings > System > Updates, then install any available console update.

PlayStation 5

Go to Settings > System > System Software > System Software Update and Settings > Update System Software.

PlayStation 4

Go to Settings > System Software Update, then follow the on-screen instructions.

Nintendo Switch 2 and Nintendo Switch

Go to System Settings > System > System Update.

TVs and streaming devices

Google TV

Go to Settings > System > About > System update > Check for update.

Amazon Fire TV

Go to Settings > My Fire TV > About, then select Check for Updates or Check for System Update. The wording varies between Fire TV models.

Roku

Go to Settings > System > Software update > Check now.

For other smart TVs and streaming devices, open the device settings and check for a system or software update. Menu names vary by manufacturer.

Step 6: Run the device’s connection checks

Built-in diagnostic tools can identify a device fault and provide useful results for the Service Desk.

Windows 11 and Windows 10

Run the troubleshooter

  • Windows 11: Open Get Help, search for network troubleshooter and follow the on-screen instructions.
  • Windows 10: Go to Start > Settings > Network & Internet > Status > Network troubleshooter.

Check Wi-Fi adapter power saving

  1. Open Device Manager > Network adapters.
  2. Right-click the Wi-Fi adapter and select Properties.
  3. If a Power Management tab is available, clear Allow the computer to turn off this device to save power.
  4. Select OK, restart the computer and test again.

Not every Wi-Fi adapter displays a Power Management tab.

Apple Mac
  1. Hold the Option key and select the Wi-Fi icon in the menu bar.
  2. Select Open Wireless Diagnostics.
  3. Follow the on-screen instructions and make a note of any recommendation or error.

To request a fresh network address, go to Apple menu > System Settings > Network > Wi-Fi > Details > TCP/IP > Renew DHCP Lease.

Do not enter a manual IP address unless Glide Support has provided one.

Chromebook
  1. Select the time, then open Settings.
  2. Select About ChromeOS > Diagnostics.
  3. Review the Connectivity results.
  4. If you need to contact us, select Save test details and attach the results.
Games consoles

Xbox Series X|S and Xbox One

Go to Profile & system > Settings > General > Network settings > Test network connection. Make a note of any error message.

PlayStation 5

Go to Settings > Network > Connection Status > Test Internet Connection.

PlayStation 4

Go to Settings > Network > Test Internet Connection.

Nintendo Switch 2 and Nintendo Switch

Go to System Settings > Internet > Test Connection. Record any error code and the NAT type shown.

TVs and streaming devices

Amazon Fire TV

Go to Settings > Network, highlight the Glide network, then press Play/Pause on the remote to open the Network Status tool.

Roku

Go to Settings > Network > Check connection.

Google TV

Go to Settings > Network & Internet and confirm that the device is connected to the correct network. Restart it from Settings > System > Restart.

Step 7: Compare Wi-Fi with a wired connection

If your device supports Ethernet, connect it to an available room socket using a known-working Ethernet cable and test it for long enough to cover the usual disconnection period.

  • If Ethernet remains stable while Wi-Fi disconnects, the issue is more likely to involve wireless coverage, interference or the device’s Wi-Fi connection.
  • If Ethernet and Wi-Fi disconnect at the same time, record the exact time and contact the Service Desk.
Step 8: Reset the device’s network settings

A network reset removes saved Wi-Fi networks and may also reset Bluetooth, mobile data, VPN or virtual network settings. Make sure you have any passwords and VPN details before continuing.

Windows 11
  1. Go to Start > Settings > Network & internet > Advanced network settings > Network reset.
  2. Select Reset now > Yes.
  3. Wait for the computer to restart, then reconnect to the correct Glide network.
Windows 10
  1. Go to Start > Settings > Network & Internet > Status > Network reset.
  2. Select Reset now > Yes.
  3. Wait for the computer to restart, then reconnect to the correct Glide network.
iPhone and iPad
  1. Go to Settings > General > Transfer or Reset iPhone/iPad > Reset.
  2. Select Reset Network Settings.
  3. Enter the device passcode and confirm.
  4. After the device restarts, reconnect to the correct Glide network.

This removes saved Wi-Fi networks and passwords and also resets mobile, VPN and APN settings.

Google Pixel and other standard Android devices
  1. Go to Settings > System > Reset options.
  2. Select Reset Bluetooth & Wi-Fi or Reset Wi-Fi, mobile & Bluetooth.
  3. Select Reset settings and enter the device PIN if prompted.
  4. Reconnect to the correct Glide network.

The wording varies between Android versions and manufacturers.

Samsung Galaxy phones and tablets
  1. Go to Settings > General management > Reset.
  2. Select Reset Wi-Fi and Bluetooth settings. On some versions, this is called Reset network settings.
  3. Review the information, then select Reset settings.
  4. Reconnect to the correct Glide network.

 

Contact the Service Desk

If the connection continues to drop, call us on 0333 123 0115 or email studentsupport@glide.co.uk.

Please include the following information so we can investigate more quickly:

  • Your accommodation name, block, flat and room number.
  • Your Glide username or account ID.
  • When the problem started.
  • The dates and exact times of at least two recent disconnections.
  • How long each disconnection lasts and whether the device reconnects automatically.
  • Whether one device, several devices or other residents are affected.
  • The make, model and operating system of an affected device.
  • The device’s Wi-Fi MAC address and IP address.
  • Whether the Glide network disappears or remains visible with a warning such as No internet.
  • Whether the issue occurs elsewhere in the building.
  • Whether a wired Ethernet connection is affected.
  • Any error messages, connection-test results, screenshots or Chromebook diagnostic results.

We’ll get in touch as soon as we can.

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