Key Takeaways
- A modem with no lights usually means a power problem, not a network outage — check the power cable and outlet first.
- Your devices may show "connected to WiFi" even when the internet is not working, so test by opening a website or using a messaging app.
- Your provider's outage map or customer service line can tell you in seconds whether the problem is on their side.
- Restarting your modem and router in the correct order fixes most connection problems that are not caused by an outage.
- If your internet works on mobile data but not on WiFi, the problem is your router, not your internet service.
Check Your Modem and Router Lights
Your modem is the device that connects to your internet service provider's network. It usually sits in a box with lights on the front. Look for lights labeled "Power," "Internet," "Online," or "Status" — the exact labels depend on your provider and equipment model.
A modem with no lights at all means it has no power. Check that the power cable is plugged into both the modem and the wall outlet, and that the outlet itself works by plugging in a lamp or phone charger. If the outlet is controlled by a switch, make sure the switch is on. If the modem still has no lights after you restore power, wait 2 to 3 minutes for it to fully start up.
If your modem has power but the "Internet" or "Online" light is off or red, your modem is not connecting to your provider's network. This can mean an outage on your provider's side, a problem with the cable or fiber line coming into your home, or a configuration issue with your account. Your router — the separate device that broadcasts WiFi — may have its own lights too. If your router has power but no lights are on, restart it by unplugging it for 30 seconds and plugging it back in.
Test Your Connection on Multiple Devices
A device can show "connected to WiFi" or "connected to network" even when the internet is not actually working. To know whether you have internet, you need to test it by trying to use it.
Open a web browser on your phone, tablet, or computer and try to visit a website like Google.com or BBC.com. If the page loads, your internet is working. If the page does not load and you see an error message like "No internet connection" or "Cannot reach server," your internet is out.
If you have a smartphone, turn off WiFi and use mobile data instead. Try the same website. If the website loads on mobile data but not on WiFi, your internet service is working — the problem is your router or WiFi signal. If the website does not load on mobile data either, your internet service is out, or your phone's mobile data is not working.
Restart Your Modem and Router in the Right Order
Restarting your equipment fixes most connection problems that are not caused by an outage. The order matters: you must restart the modem first, then the router.
Step 1: Unplug the power cable from the back of your modem. Wait 30 seconds. Plug it back in. Wait 2 to 3 minutes for the modem to fully restart — you will see the lights blink and then settle into a steady pattern.
Step 2: Once the modem is fully restarted, unplug the power cable from the back of your router. Wait 30 seconds. Plug it back in. Wait 1 to 2 minutes for the router to restart.
Step 3: Try to load a website again. If your internet is working now, you are done. If it is still not working after both devices have fully restarted, move to the next step.
Check Your Provider's Outage Map
Most internet providers have an outage map on their website or in their mobile app. This map shows whether your address is in an area with a known outage.
Visit your provider's website and look for a link that says "Outage Map," "Service Status," or "Check for Outages." Enter your address or zip code. The map will tell you whether there is an outage in your area and, usually, when service is expected to be restored.
If the outage map shows an outage at your address, your internet service is out on your provider's side. There is nothing you can do except wait for them to fix it. If the outage map shows no outage, the problem is likely with your equipment or account, not their network.
You can also call your provider's customer service line to ask whether there is an outage. The phone number is usually on your bill or on their website. Many providers have an automated system that tells you outage status without waiting to speak to a person.
Check Your Account Status and Billing
If your equipment is working and there is no outage, your account may be suspended or disconnected. This usually happens if your bill is overdue or if your provider detected suspicious activity.
Log into your account on your provider's website or app. Look for a section called "Account Status," "Billing," or "Services." If your account shows a past-due balance, you may need to pay it before service is restored. If your account shows "Suspended" or "Disconnected," call your provider's customer service line to find out why and what you need to do to restore service.
Some providers automatically suspend service if a bill is more than 30 days overdue. Others may disconnect you without warning if they believe your account has been compromised. Either way, your provider can tell you the reason and the steps to fix it.
Isolate Whether the Problem Is WiFi or Internet
If you have internet but no WiFi, or WiFi but no internet, you can narrow down which piece of equipment is broken.
Connect a device directly to your modem using an ethernet cable — a thick cable with a connector that looks like a phone jack. Most modems have at least one ethernet port on the back. Plug one end into the modem and the other end into your device's ethernet port, or use a USB adapter if your device does not have one.
Try to load a website using the ethernet connection. If the website loads, your modem and internet service are working — your router or WiFi is the problem. If the website does not load, your modem or internet service is the problem, not your router.
If your router is the problem, restart it again using the steps above. If restarting does not fix it, you may need to replace the router. If your modem is the problem and restarting did not fix it, contact your provider — they may need to send a technician or replace the modem.
When to Contact Your Provider
Contact your provider if you have restarted both your modem and router, tested your connection on multiple devices, and the internet is still not working. Have the following information ready before you call: your account number (on your bill), your service address, and the model number of your modem (usually printed on the device itself).
Tell them what you have already tried — restarting the equipment, checking the outage map, and testing on multiple devices. This saves time and helps them understand that the problem is not something simple. If they ask you to restart again, do it while you are on the phone with them so they can see what happens.
If your provider says they need to send a technician, ask how long the wait is and whether there is a service fee. Some providers waive the fee if the problem is on their side. If you are told the wait is very long, ask whether you can get a credit to your account for the days you were without service.
Frequently Asked Questions
What if my modem is blinking but I still have no internet?
A blinking light usually means the modem is starting up or trying to connect. Wait 3 to 5 minutes for it to finish. If the light is still blinking after that, or if it is blinking red instead of another color, restart the modem by unplugging it for 30 seconds. If the light does not stop blinking after a restart, contact your provider — the modem may be broken or your account may have a configuration problem.
Can I use my phone's hotspot while I wait for my internet to come back?
Yes. Turn on your phone's hotspot feature and connect your other devices to it. This uses your mobile data instead of your home internet, so it will work as long as you have mobile service and data in your plan. Be aware that using hotspot can use a lot of data quickly, especially if you are streaming video or downloading files.
Why does my internet work sometimes but not all the time?
Intermittent internet usually means a loose cable, a router that is overheating, or interference with your WiFi signal. Check that all cables are plugged in firmly on both ends. Make sure your router has space around it and is not in a closet or cabinet. If you have a lot of devices connected, try disconnecting some and see whether the connection improves. If the problem continues, restart your modem and router, and contact your provider if it does not help.
Is it normal for my modem to restart on its own?
Occasional restarts are normal, especially during updates. If your modem restarts multiple times a day, it may be overheating, have a loose cable, or be failing. Make sure it has space around it and is not in direct sunlight or next to a heat source. Check that the power cable is plugged in firmly. If restarts continue, contact your provider — they may need to replace the modem.
What should I do if my provider says there is no outage but I still have no internet?
If your provider confirms there is no outage and your modem lights show it is connected to their network, the problem is likely your router, your WiFi, or a device-specific issue. Try connecting directly to your modem with an ethernet cable to test whether the internet works without WiFi. If it does, restart your router. If it does not, ask your provider whether your account has any restrictions or whether they can see any errors on their end.