Check Verizon's status page first, then your own equipment
When your Verizon internet stops working, the problem is usually one of three things: Verizon's network is down in your area, your equipment needs a restart, or something in your setup is misconfigured. The fastest way to know which one is to check Verizon's official status page at verizon.com/about/status, which shows real-time outages by ZIP code. If it says your area is down, the problem is not on your end — you are waiting for Verizon to fix it.
If the status page shows no outage, restart your modem and router in the correct order. Unplug the modem first, wait 30 seconds, then plug it back in. Once all the lights on the modem are stable (usually a solid green light), unplug the router, wait 30 seconds, and plug it back in. This clears temporary errors that block your connection even when the network itself is working. Most internet problems disappear after this step.
Key Takeaways
- Check Verizon's status page at verizon.com/about/status by ZIP code to see whether an outage is actually happening in your area.
- Restart your modem first, then your router, waiting 30 seconds between each step — this fixes most connection problems that are not caused by an outage.
- If you see no lights on your modem or router, check that the power cable is plugged in and the outlet itself works by testing it with another device.
- When you call Verizon support, have your account number and the modem's model number ready, which you can find on a sticker on the device itself.
What the lights on your modem actually mean
Your modem has lights that tell you whether it is connected to Verizon's network. A solid green light usually means everything is working. A blinking green light means the modem is trying to connect but has not finished yet — wait a few minutes before assuming something is wrong. A red light or no light at all means the modem is not connecting to the network, which could mean an outage, a bad cable, or a problem inside the modem itself.
The router has its own lights separate from the modem. The modem connects to Verizon's network; the router broadcasts that connection to your devices. If your modem light is green but your router light is red or off, the problem is between the modem and router. Check that the cable running from the modem to the router is plugged in firmly on both ends. If it is, restart the router again.
How to know if it is a problem with one device or your whole connection
Before you assume the internet is down, test whether the problem affects everything or just one device. Try opening a website on a different phone, tablet, or computer. If that device connects fine, your internet is working — the problem is with the first device, not Verizon. This saves you time calling support for something they cannot fix.
If nothing connects, try plugging a device directly into the modem with an ethernet cable instead of using Wi-Fi. If that device connects, your modem is fine but your router is not working. If even the wired device does not connect, the problem is between your modem and Verizon's network, which means either an outage or a problem with your modem itself.
When to call Verizon and what to tell them
Call Verizon support at 611 from a Verizon phone, or 1-908-559-4899 from any phone. Before you call, write down your account number (on your bill), the modem's model number (on a sticker on the device), and what you have already tried — restarting the modem, checking the status page, testing other devices. This information helps the support person narrow down the problem faster.
Tell them specifically what you see: "The modem light is red" or "The status page shows no outage but I cannot connect" or "One device connects but the others do not." Avoid saying "the internet is down" because that could mean different things. The more specific you are about what is actually happening, the faster they can figure out whether they need to send a technician or whether the problem is something you can fix yourself.
What happens during an outage
During a Verizon outage, the modem light will usually be red or blinking red, and the status page will show an outage in your ZIP code with an estimated repair time. Verizon automatically notifies customers through text or email when an outage starts and when it is fixed. You do not need to call — they already know about it and are working on it.
If the status page shows an outage but you want to know more details, you can call 611 and ask for an update on the repair time. Some outages last minutes; others last hours. If you have a business that depends on internet, this is a good time to know whether Verizon offers a service level agreement (SLA) that credits your account for downtime — most residential customers do not have this, but it is worth asking about if you are a business customer.
Problems that look like outages but are not
Sometimes your internet feels down when it is actually just very slow. Open a speed test at speedtest.net and run it. If your speeds are much slower than what you pay for, the problem might be too many devices using the network at once, interference with your Wi-Fi, or a problem with your specific connection that does not affect the whole area. Restarting the modem and router often fixes slow speeds even when the connection itself is working.
Another common false alarm is when your Wi-Fi disconnects but your wired devices still work. This is a router problem, not an internet outage. Restart the router, move closer to it to rule out range issues, or check whether too many devices are connected at once. If restarting does not fix it, the router may be failing and need replacement.
How to stay informed about outages
Verizon sends outage notifications by text and email to the phone number and address on your account. Make sure those are current so you get alerts. You can also check the status page anytime without calling — it updates in real time and shows repair progress.
If you want to know about outages before they affect you, some third-party sites like DownDetector track outage reports from users across the country. These are not official Verizon pages, but they can give you a sense of whether other people in your area are reporting problems. The official Verizon status page is always more reliable, though.
Frequently Asked Questions
How long does a Verizon outage usually last?
Most outages last between 30 minutes and a few hours. The status page shows an estimated repair time when the outage starts. Some outages are resolved faster than the estimate; others take longer. If the repair time passes and you are still down, call 611 for an updated estimate.
Will Verizon credit my account if there is an outage?
Residential customers typically do not receive automatic credits for outages. Business customers with a service level agreement (SLA) may be may have access to to credits depending on how long the outage lasts. Call Verizon to ask whether your account qualifies.
What if the status page says no outage but my internet is still down?
The status page shows area-wide outages, not problems with individual connections. If your area is not listed as down, restart your modem and router, check your cables, and test with a different device. If nothing works, call 611 and tell them the status page shows no outage but you cannot connect — they can check your specific line.
Can I use my phone's hotspot while waiting for an outage to be fixed?
Yes, if you have a cellular plan with data. Your phone uses a different network than your home internet, so an outage on Verizon's home internet does not affect your cellular service. Be aware that using hotspot can use up your monthly data allowance quickly if you have a limit.
Why does my internet keep dropping even though there is no outage?
Frequent disconnections usually mean your modem or router is overheating, too many devices are connected at once, or there is interference with your Wi-Fi signal. Restart both devices, make sure they have space around them for air to circulate, and move your router away from microwaves and cordless phones. If it keeps happening, call Verizon to check whether your modem is failing.