How to check if your internet is actually down

Before you call your provider, run three quick tests to confirm the problem is not your device or router. First, restart your router by unplugging it for 30 seconds, then plugging it back in and waiting two minutes for it to fully boot. If that does not work, try connecting a different device — a phone, tablet, or computer — to the same network. If that device also has no internet, the problem is your router or connection, not one device.

Third, check whether you can reach any website at all. Open a web browser and type a simple address like google.com or example.com. If the page loads, your internet is working — the problem may be with a specific website or service instead. If nothing loads and you see an error message like "no internet connection" or "DNS server not responding", your internet is down.

If your router shows no lights, is not powering on, or shows a red light instead of green, the router itself may have failed. Check that the power cable is firmly plugged in at both ends. If the lights still do not appear, the router may need replacement.

Key Takeaways

  • Restart your router first — unplug it for 30 seconds, then plug it back in and wait two minutes before testing again.
  • Test with a different device to rule out a single computer or phone problem.
  • Visit a simple website like google.com to confirm whether any internet connection exists.
  • Check your provider's website or outage map using your phone's cellular data to see if an outage is happening in your area.
  • Contact your provider's support line only after confirming the outage is not on your end and is not already being fixed.

Check your provider's outage map or status page

Most internet providers maintain a real-time outage map you can view on your phone using cellular data. Comcast Xfinity has an outage map at xfinity.comcast.com/support/status. Verizon Fios users can check verizon.com/support/status. AT&T, Charter Spectrum, and other providers have similar pages — search "[your provider name] outage map" on your phone to find it quickly.

These maps show whether an outage is affecting your neighborhood right now and often estimate when service will return. If the map shows no outage but your internet is still down, the problem is likely your equipment or account, not a widespread issue. If the map shows an active outage, you do not need to contact support — the provider is already working on it, and calling will only add to their queue.

What to do if your internet is down but no outage is reported

If your router restarts did not work and no outage map shows a problem, check your account status. Log into your provider's website or app using your phone's cellular data and look for account alerts, payment issues, or service suspension notices. Some providers suspend service automatically if a payment fails or is overdue.

If your account looks normal, check the cables. Make sure the cable from the wall outlet to your modem is hand-tight at both ends. If you have a separate modem and router, verify the cable between them is also secure. A loose cable is the single most common reason for sudden internet loss.

If cables are tight and your account is current, unplug your modem (the device connected to the wall cable) for 30 seconds, then plug it back in. Wait three to five minutes for it to fully restart — you will see lights change as it boots. This is different from restarting the router and often fixes connection problems that a router restart alone does not solve.

When to contact your provider's support

Call or chat with your provider only after you have confirmed the problem is not your device, not a known outage, and not a loose cable. Have ready: your account number (on your bill), the modem model number (usually on a sticker on the device), and a description of what you see — for example, "modem lights are on but no internet on any device" or "internet drops every few minutes".

Most providers offer phone support 24 hours a day, but chat support may have limited hours. If you are calling during peak times (early morning or evening), wait times can be long. Check whether your provider offers a callback option so you do not have to hold.

If your provider cannot fix the problem over the phone, they will schedule a technician visit. This usually takes one to three business days. Ask whether you can get a credit for the outage time — many providers offer one if you ask.

Temporary workarounds while you wait for service

If your home internet is down and you need to work or study, use your phone's hotspot feature to share its cellular data with your computer or tablet. On iPhone, go to Settings > Personal Hotspot and turn it on. On Android, go to Settings > Network & Internet > Hotspot and turn it on. Connect your other devices to the hotspot the same way you would connect to any Wi-Fi network.

Be aware that hotspot data counts against your phone's monthly data limit. If you have an unlimited plan, you may still have a threshold above which your speed slows. Check your plan details before relying on hotspot for heavy use like video calls or streaming.

If you need internet for something urgent and cannot use your phone, visit a library, coffee shop, or other public place with Wi-Fi. Many libraries offer free Wi-Fi without requiring a library card.

How to prevent future outages

You cannot prevent outages caused by your provider, but you can reduce the chance of equipment failure. Keep your modem and router in a cool, dry place — heat and humidity shorten their lifespan. Do not stack other devices on top of them or block their ventilation. Unplug them during severe thunderstorms to protect against power surges, or use a surge protector.

Most modems and routers last three to five years before they start failing. If yours is older than that and you are having frequent problems, replacement may be cheaper than repeated support calls. Some providers will replace an aging modem for free or a small fee.

Frequently Asked Questions

How long does an internet outage usually last?

Most outages last between 30 minutes and two hours. Larger outages affecting many neighborhoods can last longer — sometimes four to eight hours. Your provider's outage map usually shows an estimated restoration time, though this estimate often changes as technicians assess the problem.

Why does my internet drop at the same time every day?

Regular drops at specific times often point to a device on your network using a lot of bandwidth — someone streaming video, downloading files, or running backups. Check what devices are connected and what they are doing. If the drops happen when nobody is home, a malware infection or misconfigured device may be the cause. Restart your router and modem, then monitor whether the pattern continues.

Can I get a refund or credit if my internet is down?

Most providers offer a credit if an outage lasts more than a few hours, but you usually have to ask for it. Contact support after service is restored and explain how long you were without internet. Some providers credit your account automatically for major outages, but this varies by provider and situation.

What is the difference between a modem and a router?

A modem connects your home to your provider's network and converts their signal into internet you can use. A router takes that internet and broadcasts it as Wi-Fi to your devices. Many providers now offer a combined device that does both jobs. If one fails, the other usually stops working too, even if it is not actually broken.

Why does my internet work on Wi-Fi but not on ethernet cable?

The ethernet cable may be loose or damaged. Unplug it from both ends, inspect it for visible damage, and plug it back in firmly. If that does not work, try a different ethernet cable — they are inexpensive and fail more often than people realize. If Wi-Fi works fine, the problem is almost certainly the cable, not your modem or connection.