Start with the simplest fixes first
Most internet outages are not a problem with your provider — they are a problem with your equipment or connection. Before you call anyone, restart your modem and router. Unplug the modem (the box that connects to your wall outlet or cable line) for 30 seconds, then plug it back in. Wait two minutes for it to fully restart. Then unplug your router (the wireless box) for 30 seconds and plug it back in. Wait another two minutes.
This fixes roughly half of all connection problems because it clears temporary errors that build up over time. If your internet comes back after this step, you are done. If not, move to the next section.
While you wait for the equipment to restart, check that all cables are plugged in firmly. The cable from the wall to your modem should be tight. The power cable to both devices should be secure. Loose cables are the second most common cause of outages.
Key Takeaways
- Restart your modem and router by unplugging each for 30 seconds, then waiting two minutes after plugging back in.
- Check whether your provider has an outage in your area using their website or app, or by calling their customer service number on your bill.
- If only one device cannot connect, the problem is with that device, not your internet — try forgetting the network and reconnecting.
- If your internet works on some devices but not others, restart the device that is not working and check its network settings.
- If everything is restarted and no outage is reported, contact your provider with the modem's model number and serial number ready.
Check whether your provider has an outage
Your internet provider maintains a status page or outage map that shows whether service is down in your area. Log into your provider's website or open their mobile app. Look for a link that says "Service Status", "Outage Map", "Check for Outages", or "System Status". Enter your address or zip code.
If an outage is listed, your provider already knows about it and is working to fix it. The page will usually tell you when service is expected to return. There is nothing you can do except wait. If no outage is shown, the problem is on your end.
If you cannot reach the provider's website because your internet is down, use your phone's cellular data to check. You can also call the customer service number on your bill. A representative can tell you in seconds whether an outage is affecting your address.
Determine whether the problem is your whole network or just one device
Try connecting to the internet on a different device. Use a phone, tablet, or laptop — something other than the device that first stopped working. If the second device connects without problems, the issue is with the first device, not your internet connection.
If the second device also cannot connect, the problem is your modem, router, or the connection between them and your provider. If only one device is affected, skip ahead to the section about fixing a single device.
When testing, make sure you are testing the same type of connection. If your first device uses Wi-Fi, test another device on Wi-Fi. If your first device is plugged in with an ethernet cable, test another device on ethernet if you can. This tells you whether the problem is with wireless or wired connections.
Fix a single device that cannot connect
"Forgetting" the network and reconnecting is the fastest way to fix one device. On a phone or tablet, go to Settings, then Wi-Fi. Find your network name in the list. Tap it and select "Forget" or "Remove". Wait 10 seconds, then look for your network name again, tap it, and enter your Wi-Fi password.
On a Windows computer, go to Settings, then Network & Internet, then Wi-Fi. Click "Manage Known Networks" and find your network. Click it and select "Forget". Then click "Show Available Networks", find your network, and reconnect with your password.
On a Mac, hold down the Option key and click the Wi-Fi icon in the top right corner. Click "Manage Networks". Find your network and click the minus sign to remove it. Then click the Wi-Fi icon again, find your network, and reconnect.
After reconnecting, restart the device completely by turning it off and back on. This clears any stuck connection settings that might still be causing problems.
Restart the device that is not working
A full restart of the device itself — not just the network connection — fixes most single-device problems. Turn the device completely off, wait 30 seconds, and turn it back on. Do not just put it to sleep; actually shut it down.
While the device is restarting, check that you are using the correct Wi-Fi network name. Some routers broadcast two networks at once: one for older devices (usually ending in "2.4G") and one for newer devices (usually ending in "5G"). If you are on the wrong one, your device may connect but run very slowly or drop the connection.
If the device still cannot connect after a full restart and you have tried forgetting and reconnecting to the network, the device itself may have a hardware or software problem. At this point, contact the device manufacturer's support line or visit a repair shop.
Contact your provider if the whole network is down
If you have restarted both your modem and router, confirmed no outage is listed, and tested multiple devices that all cannot connect, the problem is between your modem and your provider's network. Call the customer service number on your bill.
Have ready the model number and serial number of your modem. You can find these on a sticker on the back or bottom of the modem. The representative will ask you to describe what you have already tried, then may ask you to restart the modem again while they listen. They may also send a signal to your modem to test the connection.
If the representative cannot fix it over the phone, they will schedule a technician visit. Most providers offer same-day or next-day appointments. The technician will check the cable from the street to your house, test the modem, and replace it if it is faulty.
Prevent future outages
Most home internet problems come back because the underlying cause was never fixed. If your modem restarts itself frequently, or if you lose internet several times a month, the modem itself is likely failing and should be replaced.
Keep your router in an open space, away from walls and metal objects. Microwaves and cordless phones can interfere with Wi-Fi signals. If your router is in a closet or cabinet, move it to a shelf in a central room.
Restart your modem and router once a month, even if everything is working fine. Unplug both for 30 seconds on the same day each month. This prevents the buildup of temporary errors that eventually cause outages.
Frequently Asked Questions
Why does my internet work on my phone but not my computer?
The problem is with your computer's network settings or Wi-Fi hardware, not your internet connection. Restart your computer completely, then forget and reconnect to your Wi-Fi network. If that does not work, your computer's Wi-Fi card may be failing and needs replacement.
My modem keeps restarting by itself. What does that mean?
A modem that restarts repeatedly is usually overheating or failing. Make sure it has space around it and is not in a hot closet. If it continues, contact your provider — they will replace it at no cost because the modem is their equipment.
How long does it usually take for an outage to be fixed?
Most outages last between 30 minutes and two hours. Larger outages affecting many neighborhoods can last longer. Your provider's outage map will show an estimated time. If service is not restored by that time, call to report it again.
Should I unplug my modem and router every night?
No. Unplugging them every night wears out the power supplies faster. Restart them once a month instead. The only reason to unplug them is if they are overheating or if you are troubleshooting a connection problem.
What if I have restarted everything and still have no internet?
Contact your provider's customer service. Have your account number and the modem's serial number ready. They can check whether a technician visit is needed or whether the problem is on their network.