Start with the thing closest to you

When your internet stops working, most people jump straight to calling their provider. But the problem is usually in your own home — in your router, your modem, or the cable connecting them. Before you spend an hour on hold, restart the devices you control. This fixes about 70% of connection problems because it clears out temporary errors that build up over time.

The order matters. Restart your modem first (the box that connects to your wall), wait 30 seconds, then restart your router (the box that broadcasts your Wi-Fi). Wait another 30 seconds before trying to connect. If you have a combined modem-router unit, restart that one device and wait a full minute. This is not a guess — modems need time to re-establish the connection to your provider's network.

Key Takeaways

  • Restart your modem and router in that order, waiting 30 seconds between each, because temporary errors in their memory are the most common cause of outages.
  • Check the cables connecting your modem to the wall and to your router, because loose connections cause intermittent problems that restart does not fix.
  • Your provider's status page or a call to their support line will tell you whether the problem is on their side, which changes what you can do about it.
  • If your internet works on some devices but not others, the problem is in your Wi-Fi or that device, not in your connection to the provider.
  • Modems and routers have a lifespan of 5 to 7 years; if yours is older and problems keep happening, replacement is usually cheaper than repeated service calls.

Check the cables and connections

A loose cable is the second most common reason internet stops working. Look at the cable running from your wall to your modem — it should be hand-tight, not finger-tight. The same goes for the cable from your modem to your router, and the power cables for both devices. If any cable is loose, push it in firmly until you feel it seat.

If tightening cables does not restore your connection, look for damage. Cables get pinched under furniture, chewed by pets, or kinked in ways that break the wire inside without breaking the outer sheath. If you see any damage, the cable needs to be replaced. Your provider will usually send a replacement for free if it is the cable they installed; if you bought your own, you can get a new one for $10 to $20 at any electronics store.

After you have checked the cables, restart the modem and router again. A loose connection can cause the same temporary errors as a power cycle, so restarting after fixing it clears those errors out.

Determine whether the problem is on your side or your provider's

Once you have restarted and checked cables, you need to know whether the outage is happening in your home or in your provider's network. This matters because it tells you whether calling support will help.

First, check your provider's status page. Most major providers (Comcast, Verizon, AT&T, Charter, Cox) have a website or app where you can enter your address and see whether there is a known outage in your area. If there is, the page will usually say when service is expected to be restored. You do not need to call — the outage is on their side and will be fixed without your involvement.

If there is no outage listed, test whether your internet is working at all. Open a web browser and try to load a website. If the page does not load, your connection to the provider is down. If the page loads, your internet is working — the problem is something else (usually Wi-Fi or a single device).

If your connection is truly down and there is no outage listed, call your provider's support line. Have your account number and the modem's serial number ready (it is on a sticker on the modem). The support team can see whether your modem is connecting to their network, which tells them whether the problem is in your home or in the line running to your house.

Fix Wi-Fi problems when the internet works but Wi-Fi does not

If you can load a website when your computer is plugged directly into the modem with an ethernet cable, but Wi-Fi does not work, the problem is in your router or your device's Wi-Fi card, not in your internet connection.

Restart the router first. Unplug it, wait 30 seconds, and plug it back in. If Wi-Fi still does not appear, check whether the Wi-Fi is turned on — some routers have a physical button or switch on the back. If the button is off, turn it on. If it is already on, look for a light on the front of the router labeled "Wi-Fi" or "Wireless" — if that light is off or red, the Wi-Fi is disabled and needs to be turned back on through the router's settings.

To access the router's settings, open a web browser on a device that is plugged into the modem with ethernet, and type the router's IP address into the address bar. The IP address is usually printed on a sticker on the router (often something like 192.168.1.1 or 192.168.0.1). Log in with the username and password on that same sticker, find the Wi-Fi settings, and turn Wi-Fi back on if it is off.

If Wi-Fi is already on and restarting did not help, try moving closer to the router. If you can connect when you are 5 feet away but not 30 feet away, the router is working but its signal is weak. This usually means the router is old, too far from where you need it, or blocked by walls or metal. Moving it to a central location, raising it off the ground, or replacing it with a newer model will help.

Understand when to replace your modem or router instead of fixing it

Modems and routers are not designed to last forever. Most have a lifespan of 5 to 7 years before they start failing regularly. If your modem or router is older than that and you are having frequent outages, replacement is usually the right choice.

Check the age by looking at the sticker on the device — it usually shows the manufacture date. If the device is more than 7 years old, or if you have had to restart it more than once a month for the past few months, it is probably failing. A new modem costs $60 to $150 depending on the model your provider supports. A new router costs $50 to $200 depending on how large your home is and how many devices you have.

Before you buy, check your provider's list of approved modems — some providers only support certain models, and using an unsupported modem can cause connection problems. Your provider's website has this list, or you can call and ask which modems work with your service. If you rent your modem from your provider instead of owning it, you can swap it for a newer model by calling support.

Know what you can and cannot fix yourself

Some internet problems are in your home and you can fix them. Others are in the line running to your house or in your provider's network, and you cannot. Knowing the difference saves you time and frustration.

You can fix: loose cables, restarting devices, Wi-Fi problems, and problems with a single device not connecting. You cannot fix: outages in your provider's network, damage to the line running to your house, or problems with the provider's equipment outside your home. If you have done all the steps above and your internet still does not work, and there is no outage listed on your provider's status page, the problem is likely outside your home and you need to call support.

When you call, tell them what you have already tried. Say "I restarted the modem and router, checked the cables, and confirmed there is no outage listed." This tells the support team that the problem is not something straightforward, and they will move faster to checking their side of the connection.

Frequently Asked Questions

How long should I wait after restarting before I know if it worked?

Wait at least two minutes after the modem and router are powered back on. The modem needs time to connect to your provider's network, and the router needs time to start broadcasting Wi-Fi. If you try to connect before that, you might think it did not work when it is just still starting up.

What if restarting works but the internet keeps dropping throughout the day?

Frequent drops usually mean either a loose cable, an overheating modem or router, or a device that is failing. Check all cables again, make sure the modem and router have space around them for air to flow, and consider whether the device is old. If the problem keeps happening after checking cables, the device probably needs to be replaced.

Can I fix my internet if my modem is rented from my provider?

Yes — you can restart it, check cables, and test Wi-Fi the same way. If the modem itself is broken, you cannot fix it, but you can call your provider and ask for a replacement. They will usually send a new one within a few days at no charge.

Why does my internet work on my phone but not my laptop?

The problem is in your laptop or its Wi-Fi card, not in your internet connection. Try restarting the laptop, forgetting the Wi-Fi network and reconnecting to it, or moving closer to the router. If it still does not work on the laptop but works on your phone, the laptop's Wi-Fi hardware may be broken and needs repair.

Is it safe to restart my modem while I am working or gaming?

No — restarting disconnects you from the internet for a few minutes. If you are in the middle of something that needs an active connection, you will lose your progress or get disconnected. Restart when you are not using the internet, or at a time when a brief outage will not cause problems.