The simplest test: can you reach a website right now?

Open a web browser and type example.com into the address bar. If a page loads, your internet works. If you see an error message or the page never loads, your connection has a problem — but that problem could be in several different places, and where it is matters for how you fix it.

This test works because example.com is a real website owned by the Internet Assigned Numbers Authority (IANA) specifically so people can test whether their connection reaches the broader internet. It has no ads, no tracking, and no reason to be down. If it loads, your device can talk to the internet. If it does not, something between your device and the internet is broken.

Key Takeaways

  • A working internet connection means your device can reach websites and services outside your home network, which you can test by visiting example.com.
  • Your modem (the box that connects to your internet service provider) and your router (the box that broadcasts Wi-Fi) are separate devices, and either one can fail independently.
  • If your Wi-Fi shows as connected but websites do not load, the problem is usually between your router and your internet service provider, not your device.
  • Restarting your modem and router in the correct order — modem first, then router — fixes most connection problems because it clears temporary errors.
  • If one device cannot reach the internet but others can, the problem is with that device, not your connection.

Check whether the problem is your device or your connection

Before you assume your internet is broken, test whether the problem is specific to one device or affects everything in your home. Try opening a website on your phone, a tablet, a laptop, or any other device you have. If some devices work and others do not, the broken device is the problem — not your internet connection.

If nothing works, or if everything works, move to the next step. But if only one device fails while others load websites normally, that device has a software problem, a network setting problem, or a hardware problem. It is not your internet service provider's fault, and restarting your modem will not help.

Understand what your modem and router actually do

Most homes have two separate boxes: a modem and a router. The modem is the device that connects to your internet service provider's network — it is the bridge between your home and the outside internet. The router is the device that broadcasts Wi-Fi and lets your devices talk to each other and to the modem. Some internet service providers combine these into a single device, but the two functions are still separate inside it.

When you cannot reach the internet, the break could be at three points: between your device and your router, between your router and your modem, or between your modem and your internet service provider. Testing which one helps you know what to fix.

Test your connection to your router versus your connection to the internet

If your Wi-Fi shows as connected but websites do not load, your device is talking to your router, but your router is not talking to the internet. This is different from a Wi-Fi connection problem.

To confirm this, look at your router itself. Most routers have lights on the front. A light labeled "Internet," "WAN," or "Online" should be solid green or blue. If that light is off, red, or blinking, your router is not connected to your modem or your modem is not connected to your internet service provider. If the light is green but websites still do not load, the problem is usually between your modem and your internet service provider.

If your Wi-Fi does not show as connected at all, or if you cannot see your network's name in the list of available networks, the problem is between your device and your router. This is a different problem from an internet outage.

Restart your modem and router in the right order

Most connection problems clear themselves when you restart both devices. The order matters: restart your modem first, wait for it to fully boot, then restart your router.

To restart your modem, unplug the power cable from the back of the modem. Wait 30 seconds. Plug it back in. Wait two to three minutes for all the lights to stabilize — you should see lights for power, internet connection, and activity. Only after the modem is fully booted should you restart your router the same way: unplug it, wait 30 seconds, plug it back in, and wait for the lights to stabilize.

Restarting in this order matters because your router needs your modem to be working before it can connect to the internet. If you restart them at the same time or restart your router first, your router may boot before your modem is ready, and it may not reconnect properly.

Check for service outages in your area

If restarting both devices does not work, your internet service provider may have an outage. Visit your provider's website on your phone using mobile data, or call their customer service number (usually on your bill or on the back of your modem). They can tell you whether service is down in your area and when it is expected to return.

You can also check third-party outage tracking sites like Downdetector, which shows whether other customers of your provider are reporting problems. This does not tell you whether your specific address has an outage, but it tells you whether the problem is widespread or local to you.

Know what to tell your internet service provider if you need to call

If you have restarted both devices, tested multiple devices in your home, and confirmed that the internet light on your router is off or red, you have a real problem that your internet service provider needs to fix. When you call, have this information ready: the model number of your modem (usually on a sticker on the back), whether the internet light on your modem is on or off, and whether you have restarted the modem.

Your internet service provider may ask you to restart the modem again while you are on the phone, or they may send a technician to your home. Some providers can restart your modem remotely, which is faster than doing it yourself. Be clear about what you have already tried so they do not ask you to repeat steps.

Frequently Asked Questions

What does it mean if my Wi-Fi is connected but I cannot load websites?

Your device is talking to your router, but your router is not talking to the internet. Check the internet light on your router — if it is off or red, restart your modem first, then your router. If the light is green and websites still do not load, call your internet service provider.

Why do I need to restart the modem before the router?

Your router depends on your modem to reach the internet. If you restart them at the same time or restart the router first, the router may boot before the modem is ready, and it may not reconnect properly. Restarting the modem first ensures it is fully working before the router tries to use it.

If one device cannot reach the internet but others can, is my internet broken?

No. The problem is with that specific device, not your connection. That device may have a software problem, incorrect network settings, or a hardware issue. Restarting your modem will not help. Try restarting the device itself, or check its network settings.

How long should I wait after restarting my modem before I restart my router?

Wait two to three minutes for your modem to fully boot. You will know it is ready when the lights stop changing and stabilize — usually one light for power, one for internet connection, and one for activity. Only then should you restart your router.

Can I check if there is an outage without calling my internet service provider?

Yes. Visit your provider's website on mobile data or check Downdetector to see if other customers are reporting problems. This tells you if the outage is widespread, but only your provider can confirm whether your specific address is affected.