What you’re seeing
- A video call freezes or drops for a few seconds whenever someone walks from one room or floor to another.
- Phones and laptops stay connected to a distant access point with a weak signal instead of the one nearby.
- Wi-Fi calling or VoIP handsets cut out at the same spot in the hallway every time.
- Laptops show a brief 'Disconnected' or 'Identifying network' state while moving around the office.
Common causes
Every environment is different, but these are the causes our engineers find most often:
- Access points broadcast the same network name but are not configured to cooperate, so each move is a full reconnect.
- Fast roaming standards such as 802.11r, 802.11k and 802.11v are turned off or unsupported by some devices.
- Access points are set to maximum transmit power, which makes devices cling to a far-away unit too long.
- WPA2-Enterprise or RADIUS authentication adds delay because devices must re-authenticate on every hop.
- Mixed brands or models of access points cannot hand clients off between each other smoothly.
- Gaps in coverage between access points leave dead zones that devices must cross.
Why it matters
In offices, clinics, warehouses and retail spaces, people rarely sit still. If the network drops every time someone moves, mobile staff cannot rely on Wi-Fi calling, handheld scanners, tablets or video meetings while walking. Dropped customer calls look unprofessional, and devices that disconnect mid-transaction can corrupt data entry or force rescans. Over time staff stop trusting the Wi-Fi and fall back on cellular data, which costs money and takes their traffic outside your security controls.
How AskTechGurus fixes it
Skip the trial and error. A certified engineer works on your actual system, finds the root cause, and fixes it properly.
Tell us what’s happening
Submit a ticket in about two minutes. Paste the error, describe what changed, and pick your tier. No charge to submit.
A certified engineer diagnoses it
A vetted, US-based systems engineer claims your ticket, usually within minutes during business hours, and investigates over a secure remote session you can watch and end at any time.
Fixed and verified with you
The engineer resolves the root cause and confirms with you that it’s working. You don’t just get a workaround, and you get a plain-English summary of what was wrong.
Pay only when it’s resolved
Fixed price from $99, invoiced only after you approve the fix. If it isn’t resolved, you don’t pay.
Frequently asked questions
Why doesn't my phone just switch to the closer access point?
The device, not the access point, decides when to roam, and many devices wait until the signal is very poor. Without the right coordination between access points, the switch is slow and noticeable.
Will turning on fast roaming break older devices?
It can. Some older laptops, printers and scanners struggle with fast-roaming features, so the change needs to be tested against the equipment you actually use.
Can AskTechGurus tune our access points?
Yes. A certified US engineer can review your wireless controller and access point settings through a remote secure session, starting at $99, and you pay only when roaming is working smoothly.