Start with the simplest test first
Before you call your internet provider, check whether the problem is your connection or your device. Open a web browser on any device connected to your network — a phone, tablet, or computer — and try to load a website you know well, like Google.com or Wikipedia.org. If that page loads, your internet is working. If nothing loads on any device, your connection is likely down.
If only one device cannot connect, the problem is almost certainly that device, not your internet. Restart it by turning it off completely, waiting 30 seconds, and turning it back on. Most connection problems on a single device clear up after a restart.
Key Takeaways
- Test your connection on multiple devices using a website you know — if any device loads a page, your internet is working.
- Restart your modem and router by unplugging them for 30 seconds, then plugging them back in, before calling your provider.
- Check your provider's outage map or status page online using your phone's cellular data to see if your neighborhood has a reported outage.
- Look for lights on your modem and router — a red light or no lights usually means a hardware problem, not an outage.
- If your internet works but is very slow, the problem is usually congestion or interference, not an outage.
Restart your modem and router the right way
A restart fixes most internet problems because it clears temporary errors and resets your connection to your provider's network. Unplug your modem — the box that connects to your wall outlet and your provider's network — and wait 30 seconds. Then plug it back in and wait two to three minutes for it to fully restart. You will see lights on the front change as it boots up.
After the modem is fully restarted, unplug your router — the separate box that broadcasts your wireless signal — wait 30 seconds, and plug it back in. Wait another two minutes for it to restart. Then test your connection again on any device. If you have a combined modem-router unit, unplug that single box instead.
Do not skip the waiting period. The 30 seconds allows the device to fully power down and clear its memory. Plugging it back in when ready does not fix the problem.
Check the lights on your modem and router
The lights on your modem and router tell you whether they are working. A solid green light means the connection is good. A blinking green light means the device is working but still connecting or transferring data — this is normal. A red light or no lights at all means something is wrong with the device itself.
If you see a red light or no lights after restarting, check that both devices are plugged in and that the power cables are firmly connected. If the lights still do not appear, the modem or router may have failed. Contact your provider — they can tell you whether the device is theirs to replace or whether you own it.
Different providers use different light colors and patterns, so check the label on your modem or router for what each light means. Most providers also have this information on their website.
Check your provider's outage map using your phone
If your internet is down on all devices and the lights on your modem look wrong, use your phone's cellular data to check whether your provider has reported an outage in your area. Go to your provider's website and look for a link called "Outage Map," "Service Status," or "Check for Outages." Enter your address or zip code.
Major providers like Comcast, Verizon, AT&T, and Charter all maintain outage maps that update in real time. If an outage is reported in your neighborhood, your internet should return once the provider fixes it — you do not need to call. The map usually shows an estimated time for service to return.
If no outage is reported but your internet is still down, restart your modem and router again, then wait 15 minutes. Sometimes outages take a few minutes to appear on the map. If your internet still does not work after 15 minutes and no outage is reported, contact your provider.
Slow internet is different from no internet
If your internet is working but very slow — pages load slowly, videos buffer, or video calls freeze — you do not have an outage. Slow internet usually comes from congestion (too many devices using the network at once), interference from other wireless devices, or distance from your router.
Move closer to your router and test again. If speed improves, interference or distance is the problem. If speed stays slow no matter where you are, restart your modem and router, then test again. If it is still slow after a restart, the problem may be your provider's network in your area during peak hours, not an outage.
You can test your actual speed using a free tool like Speedtest.net. Compare your result to the speed your provider promises in your contract. If you are getting much less than promised, contact your provider.
When to call your provider
Call your provider if your internet has been down for more than 15 minutes after a restart, or if the outage map shows an outage but your service has not returned within the estimated time window. Have ready: your account number (on your bill), your service address, and a description of what you have already tried.
Most providers have a phone number on your bill or on the back of your modem. Some also offer chat support on their website. If you cannot reach them by phone, try the website chat — wait times are often shorter.
If your provider says they cannot help and you believe the problem is on their end, ask to speak to a supervisor. Document the date, time, and what you were told. If outages happen repeatedly, you may have grounds to request a credit on your bill.
Hardware problems that look like outages
Sometimes a modem or router fails in a way that looks like an outage — your internet straightforward stops working and the lights behave strangely. If you have restarted both devices, checked the lights, and confirmed no outage is reported, the hardware itself may have failed.
If your modem is provided by your internet provider, call them and ask them to send a replacement. If you own your modem, you will need to buy a new one. Most providers can tell you which modems work with their network — check their website or ask when you call.
If your router failed but your modem is fine, you can buy a replacement router from any electronics retailer. Your modem will still work without a router, but you will only be able to connect devices with an ethernet cable.
Frequently Asked Questions
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 take longer. Your provider's outage map usually shows an estimated repair time. If that time passes and your internet is still down, contact your provider to confirm the outage is being worked on.
Can I get a credit if my internet was down?
Many providers offer credits for outages lasting more than a few hours, though you usually have to request it. Call your provider and ask what credit is available for the outage date. Keep records of when your service was down so you can reference it when you call.
Why does my internet go down at the same time every day?
Repeated outages at the same time usually mean a device on your network is failing or your provider has a recurring problem in your area. If it happens every evening, restart your modem and router at that time and see if it helps. If the problem continues, contact your provider — they can check whether the issue is on their network or your equipment.
What if I restart my modem and lose my saved passwords?
Restarting your modem does not erase passwords saved in your devices or browsers. Your devices will reconnect to your wireless network automatically after the restart. If a device asks for your Wi-Fi password again, you can find it on a sticker on your modem or router, or contact your provider.
Is it safe to unplug my modem while it is working?
Yes. Unplugging your modem for 30 seconds to restart it is safe and is the standard troubleshooting step. It does not damage the device or cause data loss. Your provider's network will straightforward reconnect when you plug it back in.