Intermittent Ethernet

These observations help us narrow down the cause:

• Does your device report that the cable is unplugged? Check the cable, wall socket and any USB adapter or dock using the steps below.
• Does Ethernet remain connected, but websites stop loading? Note the connection status and any errors. Capture your network details before reconnecting.
• Does only one game, app or website stop working? Try another website or app at the same time. Check the affected service's official status page for an outage.
• Do other devices lose their connection at the same time? Check both Ethernet and Wi-Fi devices, if available, and let us know which are affected.
• Does it happen after sleep or when the device is moved? Note this, as it can help identify a device, adapter or cable issue.

If your Ethernet port has indicator lights, note whether they go out when the fault occurs. Some ports do not have lights, and lights alone do not confirm that internet access is working.

1. Unplug and reconnect the Ethernet cable at both ends. The connector should fit securely, with its plastic clip clicking into place.
2. Check the cable for damage, sharp bends or a broken retaining clip.
3. Try a different, known-working Ethernet cable. A cable can be faulty even if it looks undamaged.
4. Look for visible damage or loose parts on the wall socket and your device's Ethernet port. Do not force a shutter open, insert tools, touch the contacts or remove the faceplate.

Need a cable to test? Your reception team may be able to lend you one.

If the wall socket is damaged or loose, contact us at studentsupport@glide.co.uk. Include a photo if possible.

If there is more than one Ethernet socket in your room, try the other sockets intended for resident internet access. Not every socket will be active.

• If possible, test another device using the same socket and a known-working cable. Make sure that device is signed in or linked to its own appropriate Glide account.
• If you have permission and access to another resident internet socket, test your original device and cable there.
• Record which socket you used and whether the disconnections continued.

These comparisons help us identify whether the fault follows your device or cable, or only happens at one socket. A single successful connection does not rule out an intermittent fault.

If you use a USB-to-Ethernet adapter or docking station, check the connection between it and your device as well as the Ethernet cable.

• Reconnect the adapter or dock securely. If it needs its own power supply, make sure that is connected.
• Try another suitable USB port on your device.
• If possible, connect a compatible Ethernet adapter directly to the device instead of through a USB hub or dock.
• If your device has a built-in Ethernet port, test that instead. Alternatively, try another compatible adapter.
• Check the adapter or dock manufacturer's support page for updates intended for your exact model.
• If you use your own switch, powerline adapter or other extra networking equipment, test a direct connection to the resident Ethernet socket where possible.

If Glide has supplied a router as part of your service, connect to its LAN port as instructed for your accommodation. Keep that router in place.

A different Ethernet adapter can have a different MAC address. If your connection requires device registration, you may need to link the replacement adapter's wired MAC address to your account.

Where your Ethernet service requires a Glide sign-in, open a browser while connected by Ethernet and complete the sign-in process. If you see the Glide welcome page again when the connection drops, let us know.

For a device that cannot complete the sign-in process, such as a games console or smart TV, you may need to add its wired or Ethernet MAC address to your Glide account. Its Wi-Fi MAC address is usually different.

Find out how to add a device to your account.

Save your work and restart the affected device. Then select your device below. Updates can address software or driver faults, but will not repair a damaged cable or socket.

Drops after sleep: Test while your computer remains awake, with a laptop connected to power. Note whether the connection fails during active use or only after waking. If the fault only happens after sleep, check your computer, Ethernet adapter or dock manufacturer's guidance for your model.

Drops while using a VPN: If permitted, disconnect the VPN and test ordinary browsing. Some VPNs have a kill switch that blocks internet access when the VPN connection drops; follow your VPN provider's instructions for testing this.

Keep your firewall and security protection enabled. If a work or university device is managed by an IT team, ask them before changing its settings.

These steps may help with device network configuration problems. They will not fix a loose cable, damaged socket or an Ethernet adapter that disconnects from the device. Capture the fault information first.

1. Open Start, search for Command Prompt and open it.
2. Enter ipconfig /all and press Enter. This displays information without changing your settings.
3. Find the section for the Ethernet adapter you are using. Take screenshots showing its Description, Physical Address, IPv4 Address, Default Gateway and DNS Servers, where listed.
4. If it says Media disconnected or an address is missing, capture that too.

Also capture any message shown in Windows network settings when the fault occurs.

1. Open Apple menu > System Settings > Network.
2. Capture the status of your Ethernet connection or adapter.
3. Select the connection, then Details > TCP/IP. Capture the IP address and router information shown.
4. Select DNS and capture the DNS server addresses.

For help finding your wired MAC address, see our device details guide.

1. With Wi-Fi turned off and Ethernet connected, open Settings > About ChromeOS > Diagnostics.
2. Review the Connectivity results for your Ethernet connection.
3. Expand IP configuration to view the address information.
4. Select Save test details and send the saved file to us.

Photograph your device's network status, connection test results and any error codes while the problem is happening. Include the device make and model, and its wired MAC address if available.

If possible, also test a laptop or desktop on the same cable and socket. Capture its details if the same fault happens there.