Experiencing user disconnections before a package expires can be frustrating for both hotspot owners and customers. In this guide, we explore the most common causes of unexpected disconnections, how to identify them, and the steps you can take to prevent them.
Charles Wasswa
June 24, 2026
One of the most common concerns among hotspot operators is receiving complaints from users who claim they were disconnected before their package expired. While it may appear that the system has terminated the session prematurely, there are several factors that can cause a user to lose internet access even when their remaining time has not yet been fully utilized.
Understanding these causes is the first step toward resolving the issue, improving network stability, and delivering a better experience for your users.
Below are some of the most common causes of unexpected user disconnections and how to address them.
High CPU Usage
Some MikroTik routers have limited processing power and can only handle a specific number of active users efficiently.
When too many users connect, the CPU usage increases, and once it reaches a high level, the router may start dropping connections or automatically logging out users.
Additionally, some clients install extra systems such as Mikhmon or other third-party RADIUS managers alongside our billing system. These tools run multiple background scripts that consume CPU and memory resources, often overloading the router and causing instability.
We strongly recommend avoiding or disabling such tools when using our billing system.
Poor Configuration
Incorrect or incomplete router configurations can also cause users to disconnect unexpectedly.
In many cases, we’ve found misconfigured Hotspot, RADIUS, or Access Point settings. Our support team has always assisted clients in properly reconfiguring their routers to ensure stable and consistent performance.
Equipment Limitations
Some users use low-end routers as access points and expect enterprise-level performance.
For example, devices like TP-Link 840 and similar models are designed for small-scale usage and have limited hardware resources. These routers cannot handle many simultaneous connections, leading to dropped sessions.
We recommend using enterprise-grade access points to achieve better performance and stability.
Random MAC Addressing
For privacy reasons, many smartphones now use Randomized MAC Addresses.
When a user disconnects and reconnects, the device may present a new MAC address, which the router recognizes as a different device. This causes the system to log out the previous session and treat the connection as a new login attempt.
If the voucher is still active, the user can simply re-enter the same voucher code to reconnect.
To avoid this issue, users can set their device to use its original MAC address instead of a randomized one.
Slow or Unstable Internet Connection
During peak usage periods, limited bandwidth or unstable internet connectivity can affect communication between the router and authentication servers. When this happens, users may experience login failures, unexpected disconnections, or delayed authentication.
We recommend increasing your internet bandwidth, implementing load balancing where necessary, or requesting that we allocate your router to a nearby server to reduce latency and improve reliability.
Power Fluctuations or Router Reboots
Sudden power outages or router restarts can disconnect all active users.
If your setup doesn’t include a UPS (Uninterruptible Power Supply) or a voltage regulator, even brief power interruptions can cause users to lose their sessions.
In some cases, a router reboot may clear temporary session information stored on the MikroTik. As a result, certain users may not reconnect automatically and may need to log in again to continue using the service.
We recommend installing a reliable power backup solution to prevent such interruptions.
Weak Wi-Fi Signal or Interference
Users who are far from the access point or experience signal interference from nearby networks or devices may get disconnected frequently.
Ensure your access points are strategically positioned and that signal coverage is strong and consistent across your hotspot area.
Expired or Overused Vouchers
Sometimes, users attempt to reuse a voucher that’s already active. Each voucher is designed to work on only one device at a time. If the system shows “No more active sessions allowed,” it means the voucher is still active on the router. The user will need to wait until the session expires or contact the administrator to reset it.
Our support team continuously works with hotspot operators to identify and resolve these issues, helping ensure a stable and consistent experience for both operators and end users.
To further improve performance and reliability, XenFi continues to expand its global infrastructure, bringing authentication services closer to users and reducing latency across supported regions.
By understanding and addressing these common causes, hotspot operators can significantly reduce unexpected disconnections, improve network stability, and deliver a better experience for their users.
Smart billing, automation and management for hotspot providers and ISPs.
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