Key Takeaways
- A true internet outage means no device in your home can connect to the internet, even when plugged directly into the modem with an ethernet cable.
- Restart your modem first by unplugging it for 30 seconds, then your router the same way — this fixes most connection problems in under five minutes.
- Check your modem's lights: a solid green or blue light usually means the connection is working, while red or no lights means something is wrong.
- If your neighbors' internet is also down, your provider has an outage and you should check their website or call their support number rather than troubleshooting on your end.
- If only one device cannot connect while others work fine, the problem is that device or your Wi-Fi signal, not your internet service itself.
Check Your Modem and Router Lights First
Your modem and router have lights on the front that tell you what is happening. The modem is the box that connects to the cable or phone line coming into your home — it is usually smaller and sits near where the cable enters. The router is the separate box that broadcasts Wi-Fi, or it may be built into the modem as one unit.
Look at the lights on your modem. A solid green or blue light next to "Internet" or "Online" means your modem has a connection to your provider. A red light, blinking red light, or no light at all means the connection is broken. If the modem light is off completely, check that the power cable is plugged in at both ends — into the modem and into the wall outlet.
On your router, look for a light labeled "Internet," "WAN," or "Online." If it is solid green or blue, your router is connected. If it is red, blinking, or off, your router either has no connection from the modem or has lost power. A separate Wi-Fi light shows whether the wireless network is broadcasting — this can be off while the internet connection itself is working.
Restart Your Modem and Router
Restarting fixes most internet problems because it clears temporary errors and reconnects your devices to your provider's network. Do this before anything else.
Unplug the power cable from the back of your modem. Wait 30 seconds — count them out or watch the clock. Plug it back in and wait two to three minutes for all the lights to stabilize. You should see a solid green or blue light next to "Internet" or "Online."
Once the modem is stable, unplug your router the same way. Wait 30 seconds, then plug it back in. Wait another two to three minutes. If you have a combined modem-router unit, unplug that single device and wait the same way.
After the restart, try opening a website on any device. If it loads, your internet is working again. If the lights still show red or no connection after five minutes, move to the next step.
Test With a Wired Connection
Wi-Fi problems and internet outages feel the same to you — nothing loads — but they need different fixes. To tell them apart, plug one device directly into your modem with an ethernet cable.
An ethernet cable is a thin cable with a plastic connector on each end, usually included with your modem or router. Plug one end into the ethernet port on your modem (it looks like a phone jack but slightly wider) and the other end into the ethernet port on your computer or laptop. Do not plug it into a USB port by mistake.
Open a web browser and try to load a website like google.com. If the page loads, your internet connection is working — the problem is your Wi-Fi or the device you were using before. If the page does not load and you see an error message, your internet service itself is down.
Check Whether Your Neighbors Are Offline Too
If your wired connection test showed no internet, find out whether this is a widespread outage or a problem with just your service. The fastest way is to check your provider's website from your phone using mobile data.
Open your phone's web browser and go to your internet provider's website — for example, comcast.com, verizon.com, or your local provider's site. Look for a link that says "Service Status," "Outages," or "Check for Outages." Enter your address or zip code. The site will tell you whether there is a known outage in your area.
If the website shows an outage, your provider already knows about it and is working on it. You do not need to call — outages usually last under an hour, and calling will only add you to a long queue. Check back on the status page in 30 minutes.
If the website shows no outage but your internet is still down, or if you cannot reach the provider's website, call their support number. This number is usually on your bill or on the back of your modem. Tell them you have restarted your modem and tested with an ethernet cable, and ask whether there is an outage in your area.
Fix Wi-Fi Problems When Internet Is Working
If your wired connection test worked but Wi-Fi devices still cannot connect, the problem is your Wi-Fi signal or your device's Wi-Fi radio, not your internet service.
First, move the device closer to your router. Wi-Fi signal weakens through walls, floors, and distance. If the device connects when it is next to the router but not from another room, you have a signal problem — move your router to a more central location or buy a Wi-Fi extender.
If the device still will not connect even near the router, forget the Wi-Fi network and reconnect. On your device, go to Wi-Fi settings, find your network name in the list, and select "Forget." Then reconnect by selecting the network name again and entering your Wi-Fi password. Make sure you type the password exactly — Wi-Fi passwords are case-sensitive.
If one device cannot connect but others can, the problem is that device's Wi-Fi radio, not your router. Restart the device by turning it off completely and back on. If it still will not connect, the device may need a Wi-Fi driver update or repair.
What to Do While You Wait for Service to Return
If you have confirmed that your provider has an outage, there is nothing you can do on your end to fix it. Your provider's technicians are already working on restoring service.
Use your phone's mobile data to stay connected if you need to. Most phones have a hotspot feature that lets other devices use your phone's data connection — look in your phone's settings under "Hotspot" or "Personal Hotspot." This uses your phone's data plan, so be aware of any limits.
If you have important work or tasks that need internet, consider going to a coffee shop, library, or other public place with Wi-Fi. Libraries usually have free Wi-Fi and do not require a purchase.
If the outage lasts more than a few hours, contact your provider to report it. Many providers offer service credits for extended outages, though you usually have to ask.
When to Call Your Internet Provider
Call your provider's support number if you have restarted your modem, tested with an ethernet cable, and still have no internet after 15 minutes. Have the following information ready before you call: your account number (on your bill), the model number of your modem (on a sticker on the modem itself), and whether you have already restarted it.
Tell the support person exactly what you have already tried. Say "I restarted my modem and waited for the lights to stabilize" rather than "I tried to fix it." This keeps them from asking you to repeat steps you have done and gets you to a solution faster.
If the support person asks you to restart your modem again, you can say you have already done that and ask what the next step is. If they cannot help over the phone, they will schedule a technician visit. Most providers can send someone within 24 to 48 hours.
Frequently Asked Questions
Why does my internet work on my phone but not my computer?
Your phone is probably using mobile data, not your home Wi-Fi. Check your phone's settings to see whether Wi-Fi is turned on. If Wi-Fi is on and your phone is connected to your network but your computer is not, the problem is your computer's Wi-Fi or ethernet connection, not your internet service. Try restarting your computer and reconnecting to Wi-Fi.
What does it mean when my modem light is blinking?
A blinking light usually means the modem is trying to connect or is sending data. A solid light means the connection is stable. If the light blinks continuously for more than five minutes after a restart, the modem may not be able to reach your provider's network. Unplug it for 30 seconds and try again, or call your provider if it does not stabilize.
Can I damage my modem by unplugging it?
No. Unplugging your modem to restart it is safe and is the standard first step for any connection problem. Modems are designed to be powered off and on. Just make sure you wait 30 seconds before plugging it back in so it fully powers down.
Why is my internet slow instead of completely down?
Slow internet is different from no internet. If pages load but take a long time, restart your modem and router first. If that does not help, move closer to your router to rule out a weak Wi-Fi signal. If you are wired with ethernet and still slow, contact your provider — you may be getting less speed than you are paying for, or there may be a partial outage affecting your line.
How long do internet outages usually last?
Most outages last under an hour. Some last a few hours. Outages longer than a day are rare unless there is physical damage to cables or equipment. Check your provider's status page to see how long they estimate the outage will take to fix.