Check your devices before you assume the internet is out
When you can't reach a website or your email won't load, the problem is usually not the internet itself — it's your device, your router, or the connection between them. Before you call your internet provider, spend two minutes checking whether your device can see the network at all. This saves you a frustrating phone call and often fixes the problem in seconds.
Start by looking at your device. On a computer, check the network icon in the bottom right corner (Windows) or top right corner (Mac). On a phone or tablet, look at the signal bars at the top. If you see a wifi symbol with an X through it, or no bars at all, your device is not connected to your router. If you see bars or a wifi symbol, your device thinks it has a connection — but that does not mean the internet is actually working.
Key Takeaways
- Most internet problems start with your router, not your internet provider, so restart it before calling for help.
- You can tell if your internet is actually down by opening a website on multiple devices or checking your router's lights.
- Your router's lights tell you what is happening: steady lights mean it is working, blinking lights mean it is trying to connect, and no lights mean it has no power.
- If only one device cannot reach the internet, the problem is that device or your wifi, not your internet service.
- Your internet provider's status page or a quick phone call can tell you if there is an outage in your area.
Restart your router to fix most connection problems
A restart fixes roughly half of all internet problems because it clears out temporary errors that build up over time. Your router is a small box that usually sits near your modem — it may be a separate device or built into your modem. Unplug the power cable from the back, wait ten seconds, and plug it back in. This takes about two minutes total and works far more often than you would expect.
While the router restarts, watch its lights. Most routers have a power light, an internet light, and wifi lights. The power light should turn on immediately. The internet light (often labeled "Internet" or "WAN") should turn on within thirty seconds. The wifi lights should turn on within a minute. If the internet light never turns on, or if it blinks continuously after two minutes, your router is not connecting to your internet service — this usually means a problem with your modem or your service itself.
Once the router has restarted, try opening a website on your phone or computer. If it loads, the problem is solved. If it still does not work, move to the next step.
Test your connection on multiple devices
If one device cannot reach the internet but others can, the problem is that single device or your wifi signal, not your internet service. Try opening a website on your phone, a tablet, a laptop, or any other device you have. If at least one device can load a website, your internet is working.
If only one device is failing, try these steps on that device: forget the wifi network and reconnect to it, restart the device, or move closer to the router. If the device still cannot connect after restarting, the problem is likely that device's wifi hardware or software, not your internet.
If no devices can reach the internet, or if all devices can connect to wifi but none can load websites, then your internet service itself may be down. Move to the next section.
Check your router's lights and cables
Your router's lights tell you whether it is receiving a signal from your internet provider. Look at the back of your router or modem and make sure all cables are plugged in firmly — the cable from the wall outlet, the cable from your modem to your router (if they are separate), and any other cables. A loose cable is one of the most common reasons the internet stops working.
If all cables are plugged in and the internet light on your router is off or blinking continuously, your modem is not receiving a signal from your provider. This usually means either your service is down in your area, or there is a problem with your modem. Restart your modem the same way you restarted your router: unplug it, wait ten seconds, and plug it back in. If the internet light does not turn on within two minutes, your service is likely down.
If your router's lights look normal but you still cannot reach websites, the problem may be with your device's settings or your wifi password. Try forgetting the wifi network on your device and reconnecting with your password. If you do not remember your password, you can usually find it on a sticker on the back of your router.
learn about your internet provider has an outage
If your router's lights show it is connected but you still cannot reach any websites, or if multiple devices cannot connect at all, check whether your internet provider is experiencing an outage. Most providers have a status page on their website where you can see if service is down in your area. Search for "[your provider name] status" to find it quickly.
If the status page shows an outage, your internet service is down and there is nothing you can do except wait. The provider's page usually shows how many customers are affected and an estimated time for repair. If the status page shows no outage, or if you cannot find one, call your provider's customer service number. Have your account number ready and tell them you cannot reach the internet. They can check whether there is a local outage and whether your modem is receiving a signal.
When you call, mention what you have already tried: restarting your router, checking cables, and testing multiple devices. This helps the representative understand the problem faster and saves time.
What to do if your modem needs a restart too
If restarting your router did not work, your modem may also need a restart. Your modem is the device that connects to the cable or phone line coming from outside your house — it is usually separate from your router, though some providers combine them into one box. Unplug the modem's power cable, wait ten seconds, and plug it back in.
The modem takes longer to restart than the router — usually two to three minutes. Wait for all its lights to stabilize before testing your connection. If you have both a modem and a router, always restart the modem first, then the router. Restarting them in the wrong order can cause connection problems.
If the modem's lights still show it is not connecting to your provider's network after three minutes, your service is likely down or there is a hardware problem with the modem itself. Call your provider to report the problem.
When to call your internet provider
Call your provider if you have restarted both your router and modem, checked all cables, tested multiple devices, and still cannot reach the internet. Also call if your modem's lights show it is not receiving a signal from your provider, or if the status page shows an outage in your area.
When you call, have this information ready: your account number, the model of your modem and router (usually on a sticker on the back), and a description of what you have already tried. Tell them whether one device or all devices cannot reach the internet, and whether your router's lights show it is connected. This information helps them diagnose the problem without having to ask you to repeat steps you have already done.
If your provider cannot fix the problem over the phone, they will schedule a technician visit. Most providers offer a window of a few hours rather than an exact time. Ask whether you need to be home for the visit and whether there is a fee if the problem is on your side of the connection rather than theirs.
Frequently Asked Questions
How do I know if my internet is down or if it is just slow?
Slow internet and no internet are different problems. If websites load but take a long time, your internet is working. If websites do not load at all or time out after waiting, your internet is down or your connection is broken. You can test your speed on speedtest.net if you want to know how fast your connection actually is.
What if my wifi is working but I still cannot reach websites?
Your device can be connected to wifi but still unable to reach the internet if your router is not connected to your modem. Check that the cable between your modem and router is plugged in firmly on both ends. If they are the same box, restart it and wait three minutes for it to fully restart. If websites still do not load, your internet service itself may be down.
Can a power outage damage my router or modem?
A power outage itself does not usually damage them, but a sudden loss of power can cause connection problems. After power returns, restart both your modem and router to clear any errors. If they do not work after restarting, they may have been damaged by the outage, and you will need to contact your provider for a replacement.
Why does my internet keep dropping and coming back?
Intermittent connection problems are usually caused by a loose cable, a router that is overheating, or interference from other devices. Check all cables first. If cables are tight, move your router away from walls, metal objects, and other electronics like microwaves. If the problem continues, restart your router and modem. If it still happens, contact your provider — the problem may be on their side.
Do I need to unplug my router every time I restart it?
Yes, unplugging it is the most reliable way to restart. Some routers have a restart button, but unplugging the power cable ensures a complete restart. Wait at least ten seconds before plugging it back in so the device fully powers down.