How to tell if your internet is actually down

The first thing to do is restart your router and modem — not your whole computer. Unplug the modem (the box that connects to your wall outlet or cable line) for 30 seconds, plug it back in, wait two minutes for the lights to stabilize, then do the same with your router (the wireless box). This fixes most connection problems that feel like an outage but aren't.

If that doesn't work, check whether the problem is your whole internet or just one device. Try connecting a different device — a phone, tablet, or another computer — to your wifi. If that device can browse the web, your internet is working; the problem is with the first device. If nothing connects, move to the next step.

Look at your modem's lights. Most modems have lights labeled "Power," "Internet" or "Online," and "Downstream" or "Link." The Power light should be solid. The Internet light should be solid or blinking green (not red or off). If the Internet light is red or off, your modem is not receiving a signal from your provider — this usually means an outage.

Key Takeaways

  • Restart your modem and router by unplugging each for 30 seconds before checking anything else.
  • Test whether the problem affects all your devices or just one; if one device works, the issue is with the other device, not your internet.
  • Check your modem's lights — a red or off Internet light usually means your provider has an outage.
  • Your provider's outage map or customer service line will tell you whether an outage is happening in your area right now.
  • If your internet works but is slow, the problem is usually your router placement, not an outage.

Check your provider's outage map

Every major internet provider maintains a real-time outage map you can check from your phone. Go to your provider's website and look for a link labeled "Outage Map," "Service Status," or "Check for Outages." You'll enter your address or zip code, and the map will show whether an outage is reported in your area.

The main providers and where to find their outage maps:

  • Comcast (Xfinity): xfinity.com/support/status
  • Charter (Spectrum): spectrum.com/support/status
  • Verizon Fios: verizon.com/support/outages
  • AT&T: att.com/support/outages
  • Cox: cox.com/support/outages
  • Smaller local providers: Search "[Your Provider Name] outage map" in Google

These maps update every few minutes. If an outage is shown, the map usually displays an estimated time for restoration. If no outage is shown but your modem's Internet light is red, call your provider's customer service line — they can see outages that haven't been mapped yet, or they can check whether your specific line has a problem.

Call your provider if the map shows nothing

If your modem's Internet light is red or off but the outage map shows no problem in your area, call your provider's customer service line. Have your account number and service address ready. Tell them your modem's Internet light is red and ask whether there's an outage affecting your line specifically or a problem with your connection.

Customer service can often see problems that the public outage map doesn't show yet — a downed line on your street, a problem at the neighborhood hub, or an issue with your account. They can also reset your connection from their end, which sometimes works when a local restart doesn't.

If you're calling during an outage, wait times will be long. Text-based support (if your provider offers it through their app or website) usually has shorter waits. Some providers also let you report an outage through their app, which automatically notifies them and puts you in a queue for a callback.

Understand what "down" actually means

An internet outage means you have no connection at all — your modem cannot reach your provider's network. This is different from slow internet, which means you're connected but pages load slowly or videos buffer. Slow internet is almost never an outage; it's usually caused by too many devices using wifi at once, your router being too far away, or congestion on your provider's network during peak hours (usually 7 p.m. to 11 p.m.).

If you can load a webpage, even slowly, your internet is not down. If you cannot load anything and your modem's Internet light is red, then it's down. This distinction matters because the fixes are completely different — restarting your router helps with slow internet, but only your provider can fix an actual outage.

What to do while you wait for service to return

If an outage is confirmed, your provider's map or customer service will give you an estimated restoration time. Most outages last between 30 minutes and 4 hours. If the estimate keeps getting pushed back or no estimate is given, call again — sometimes the problem is more complex than expected.

If you need internet urgently, use your phone's mobile hotspot to connect your computer or tablet. Go to your phone's Settings, find "Hotspot" or "Personal Hotspot," turn it on, and connect your other device to it like a wifi network. This uses your phone's data plan, so be aware of your data limits. If you have unlimited data, this is a practical short-term solution.

If the outage lasts more than 24 hours, contact your provider about a service credit. Many providers automatically credit your account for extended outages, but some require you to request it. Ask whether a credit will be applied and when.

Prevent false alarms in the future

Keep your modem and router in a central location, not in a closet or behind furniture. Wifi signal weakens through walls and metal, so placement matters more than you'd think. If your internet feels slow in one room but works fine in another, the problem is signal strength, not an outage.

Restart your modem and router once a month, even if everything is working fine. This clears out temporary glitches that can build up over time and prevents many problems before they start. Just unplug both for 30 seconds, plug them back in, and wait for the lights to stabilize.

If you experience frequent outages in your area, ask your provider whether they're aware of the pattern. Some neighborhoods have aging infrastructure that fails regularly, and your provider may be planning upgrades. Knowing this helps you decide whether to switch providers or plan around the outages.

Frequently Asked Questions

How do I know if my modem is broken versus the internet being down?

A broken modem usually shows no lights at all, or the Power light is off. If the Power light is on but the Internet light is red, your modem is working — your provider's connection is down. If the Power light is off, unplug the modem for 30 seconds and plug it back in. If the Power light still doesn't come on, the modem may be broken and you'll need to contact your provider for a replacement.

Can I check if the internet is down without restarting anything?

Yes. Check your modem's Internet light first — if it's red or off, something is wrong. Then check your provider's outage map from your phone using mobile data. These two steps tell you whether there's an outage without touching any equipment. Restarting only helps if the lights look normal but you still can't connect.

What if only some websites work but others don't?

This is not an outage — your internet is working. The websites that don't load are either down themselves, blocked by your network, or experiencing their own problems. Try a different website to confirm your connection is active. If you can reach some sites but not others consistently, the problem is with those specific sites or your provider's DNS settings, not an outage.

Do I have to pay my internet bill if there's an outage?

You still owe your regular bill. However, if an outage lasts 24 hours or longer, you can request a service credit for the days you were without service. Contact your provider and ask what their policy is — some apply credits automatically, others require you to request them.

Why does my internet go down at the same time every day?

This is usually not an outage — it's congestion. Your provider's network gets overloaded during peak hours, typically 7 p.m. to 11 p.m., and your connection slows or drops briefly. If it happens at the exact same time every day, it's almost certainly congestion, not an equipment failure. Call your provider if it's severe; they may be able to see whether your line is being affected more than others.