Start with the simplest fixes first

Most internet outages are not your internet service provider's fault. Before you call them, restart your modem and router — the two devices that connect you to the internet. Unplug the modem (the box that connects to your wall outlet or cable line) for 30 seconds, plug it back in, and wait two minutes for the lights to stop blinking. Then do the same with your router (the device that broadcasts Wi-Fi). This fixes roughly half of all connection problems because these devices can get stuck in a bad state.

If you still have no internet, check whether the problem is your whole house or just one device. Try connecting a different device — a phone, tablet, or computer — to your Wi-Fi. If that device works, the problem is with the first device, not your internet. If nothing connects, move to the next step.

Key Takeaways

  • Restart your modem and router by unplugging each for 30 seconds, which fixes most outages.
  • Check whether the problem affects all your devices or just one — if one device works, the issue is with that device, not your internet.
  • Look at your modem's lights: no lights means no power, red lights usually mean no signal from your provider, and amber or orange lights mean it is still starting up.
  • If your modem has no signal and restarting did not help, your provider may have an outage in your area — check their website or call their support line.
  • If one device cannot connect but others can, forget the Wi-Fi network on that device and reconnect with your password.

What the lights on your modem tell you

Your modem has lights that show what is happening. No lights at all means the modem has no power — check that the power cable is plugged in at both the modem and the wall outlet, and that the outlet itself works (plug in a lamp to test). If the outlet works and the cable is connected, the modem may be broken.

A red light or no light on the signal indicator (usually labeled "Internet," "Online," or "Signal") means your modem cannot reach your provider's network. This happens during outages, when cables are damaged, or when the modem is not set up correctly. Restart the modem first. If the light stays red after two minutes, check your provider's website or call their support number to see if there is an outage in your area.

Amber or orange lights usually mean the modem is still starting up or is downloading a software update. Wait five minutes before doing anything else. If the light is still amber after five minutes, restart the modem again.

Check your cables and connections

Loose cables are a common cause of lost internet. Look at the cable that runs from the wall outlet to your modem — it should be hand-tight at both ends. If it is loose, tighten it. The same applies to the power cable on your modem and router. If you have a coaxial cable (the thick cable with a metal connector), make sure it is screwed in firmly at both the wall and the modem.

If you recently moved, had construction work done, or experienced bad weather, a cable outside your house may be damaged. You will not be able to fix this yourself — your provider will need to send a technician. Call their support line and describe what happened. They can tell you whether an outage is affecting your area or whether the problem is specific to your house.

Restart your device if only one is not connecting

If your Wi-Fi works on other devices but not on one phone, laptop, or tablet, the problem is with that device, not your internet. Restart it by turning it off completely and turning it back on. Wait 30 seconds after it shuts down before powering it back on.

If restarting does not work, forget the Wi-Fi network on that device and reconnect. On most phones and computers, go to Wi-Fi settings, find your network name, and select "Forget" or "Remove." Then reconnect by selecting the network again and entering your Wi-Fi password. Make sure you type the password correctly — passwords are case-sensitive, meaning capital letters and lowercase letters are different.

If you do not know your Wi-Fi password, you can find it on the sticker on the back or bottom of your router. It is usually labeled "Wi-Fi Password," "Network Key," or "PSK."

Check whether your provider has an outage

If your modem shows no signal and restarting did not help, your internet service provider may have an outage. Go to your provider's website on your phone using mobile data or a neighbor's Wi-Fi. Most providers have an outage map or status page you can check without logging in. Search for your address to see if an outage is reported in your area.

If the website shows an outage, there is nothing you can do except wait. Most outages last between 30 minutes and a few hours. If no outage is listed but your modem still has no signal, call your provider's support line. Have your account number and modem model number ready — the model number is usually on a sticker on the modem itself.

When to contact your internet provider

Call your provider if restarting your modem and router did not restore your internet, and the modem shows a red light or no signal light after waiting five minutes. Also call if you see an outage on their website — they may be able to tell you when service will return.

Have the following information ready before you call: your account number (on your bill), your modem model number (on a sticker on the modem), and a description of what you have already tried (restarting, checking cables, and so on). If you are calling about a device that cannot connect, have that device with you so you can try steps the support person suggests.

Most providers offer support through their website, phone, or a mobile app. Phone support usually has shorter wait times during off-peak hours — early morning or late evening — rather than during business hours.

Frequently Asked Questions

Why does my internet work on Wi-Fi but not when I plug in an ethernet cable?

The ethernet port on your device or router may be damaged, or the cable itself may be bad. Try a different ethernet cable if you have one. If Wi-Fi works fine, you do not need to fix the ethernet port — you can keep using Wi-Fi. If you need a wired connection, contact your provider or a technician to check the port.

My modem and router are restarted but I still have no internet. What else can I try?

Check that all cables are tight, including the power cable and the cable from the wall to the modem. Look at the modem's lights — if the signal light is red or off, your provider may have an outage. Check their website or call their support line. If the lights look normal but you still have no internet, try restarting your device or forgetting and reconnecting to the Wi-Fi network.

Is it safe to restart my modem and router?

Yes, restarting is completely safe. You will lose internet for a few minutes while they restart, but no data will be lost or damaged. Restarting clears the device's memory and often fixes connection problems.

How long should I wait after restarting my modem before assuming it is broken?

Wait at least five minutes. The modem needs time to connect to your provider's network and download any software updates. If the signal light is still red or off after five minutes, restart it one more time. If it stays red after the second restart, contact your provider.

What if my internet keeps dropping and reconnecting?

Restart your modem and router first. If the problem continues, check that all cables are tight and that nothing is blocking your router. If you are far from the router, move closer to see if the connection is more stable. If the problem persists, contact your provider — the issue may be on their end or with your modem.