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Why does my device keep disconnecting?

Updated

If your device randomly disconnects from the WiFi, struggles to stay online, or drops out after a few minutes, there may be a problem with how it’s registered or how it's connecting. This article walks you through common causes and how to fix them.

1 - Check you’re connected to the right network

We offer two WiFi networks:

  • ASK4 Wireless (for initial connection or devices that don't support 802.1x)

  • ASK4 Wireless (802.1x)

If your device supports 802.1x, it's recommended to use that network for a more stable connection.

Devices like Windows laptops, macOS, Android phones and iPhones usually support this. Smart TVs and consoles typically don’t.

2 - Disable Private MAC / Randomised MAC Address

Our preferred solution for devices using randomised MAC addresses is to connect with ASK4 Wireless 802.1x where supported. Some devices (including Apple and Android) use a feature called Private MAC or Randomised MAC. 

While this is designed for general WiFi use, it can cause compatibility issues on the ASK4 network and you will be asked to enable your device every couple of weeks.

If your device doesn’t support 802.1x, you can improve compatibility by disabling this feature:
 
  • Open your device’s WiFi settings
  • Select ASK4 Wireless
  • Turn off Private MAC / Randomised MAC
  • Forget the network and reconnect
  • Re-register if prompted

    Note: This fix only applies to the re-registration loop caused by random MAC rotation (around every 14 days). If you’re experiencing genuine disconnections, the cause is likely different.

3 - Check if you’ve hit your device limit

Every account has a limit on how many devices can be registered at once. If you’ve reached the limit:

  • Go to https://myaccount.ask4.com 

  • Log in (Usernames are case-sensitive)

  • Go to Manage My Devices and review what’s currently registered

  • Remove any old devices or visit the Buy Add-ons section of My Account, to see if 4Connect is available, to allow you to connect unlimited devices

  • Try connecting again

4 - Other causes to consider

  • Interference – Microwaves, Bluetooth speakers, and thick walls can disrupt signal

  • Outdated drivers – Especially on Windows and Android devices. Check for updates

  • Low-quality WiFi adapter – Some older devices struggle with modern WiFi networks

  • Power-saving mode – Can turn off WiFi when the device is idle. Disable any aggressive battery settings

5 - Use ASK4 Diagnostics

If the issue continues:

  • Use the ASK4 Diagnostics app to test the connection

  • Share the results with support for quicker troubleshooting

  • You can also try connecting the device to your mobile hotspot to see if the problem is local to ASK4

  • Contact Support

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