The three places where internet breaks, and how to tell them apart
When your internet stops working, the problem is almost always in one of three places: your device, your home network, or your internet service provider's network. Most people jump straight to calling their provider, but you can narrow it down in about two minutes and save yourself an hour on hold.
Start by checking whether the problem is just your device or everything in your house. Open a web browser on your phone or laptop — whichever you were not using when you noticed the problem. If that device works fine, your internet is on; the first device has a problem with its connection settings or software. If nothing connects, move to the next step.
Next, look at your router — the box that broadcasts wifi in your home. Most routers have lights on the front. A light labeled "internet" or "WAN" should be solid green or blue. If it is off, blinking red, or not lit at all, your router is not receiving a signal from your provider. If the light is green but your devices still cannot connect, your router itself may have failed.
Key Takeaways
- Test whether the problem is your device, your home network, or your provider by trying to connect a different device to your wifi.
- Check your router's lights — the internet or WAN light tells you whether your provider's signal is reaching your home.
- Restart your modem first (the device your provider installed), then your router, and wait three minutes between each restart.
- If your modem light stays red or off after a restart, contact your provider with the modem model number and the light color you see.
- If your modem light is green but wifi still does not work, your router may have failed and may need replacement.
When the problem is your device
If one device cannot connect but others in your house work fine, the issue is on that device, not your internet. The fastest fix is to "forget" the wifi network and reconnect. On most phones and laptops, this takes 30 seconds and clears out corrupted connection settings that sometimes build up over months.
On an iPhone, go to Settings > Wifi, tap the network name, and choose "Forget This Network". Then go back to Wifi and select the network again, entering your password. On Android, long-press the network name in your Wifi settings and choose "Forget". On Windows, go to Settings > Network & Internet > Wifi > Manage Known Networks, find your network, and click "Forget".
If forgetting and reconnecting does not work, restart the device itself. Power it completely off, wait 10 seconds, and turn it back on. This clears the device's memory and often fixes connection problems that software glitches caused. If the device still cannot connect after a restart, the problem may be a hardware failure in that device's wifi chip, and you may need to use a wired connection or replace the device.
When the problem is your home network
If multiple devices in your house cannot connect, or if one device can connect but gets no internet, the problem is your router or modem. These are two different boxes. Your modem is the device your internet provider installed — it usually has a cable coming in from outside your house. Your router is the separate box that creates your wifi signal. Some providers combine them into one box, but most homes have two.
Restart your modem first. Unplug it from power, wait 30 seconds, and plug it back in. Wait three full minutes for it to boot up — the lights will blink and then settle. While you wait, do not restart your router yet. Once the modem's lights are stable, check whether the internet or WAN light is green or blue. If it is, your modem is working and your provider's signal is reaching your home.
Now restart your router. Unplug it, wait 30 seconds, and plug it back in. Wait another three minutes. Once the router's lights are stable, try connecting a device to wifi. If this works, you are done — the restart cleared a software problem. If devices still cannot connect, your router may have failed and may need to be replaced or repaired.
If your modem's internet light stays red, off, or blinking after the restart, your provider's signal is not reaching your home. This is a provider problem, not something you can fix at home. Write down the color of the light and the modem model number (printed on the box), then contact your provider.
When the problem is your internet provider
If your modem's internet light is red or off after a restart, or if it keeps going out and coming back, the problem is on your provider's side. This could be a line cut in your neighborhood, a problem at the provider's equipment, or an issue with the line running to your house.
Before you call, check your provider's website or app to see whether they have posted an outage in your area. Most providers have an outage map you can check without logging in. If there is an active outage, you do not need to call — your provider already knows and is working on it. The map usually shows an estimated time when service will return.
If there is no outage posted, call your provider's customer service line. Have ready: your account number, the modem model number, and the color of the internet light you see. Tell them you have restarted the modem and waited three minutes, and the light is still not green. They may be able to send a signal to your modem or schedule a technician visit. Some providers can fix line problems remotely; others need someone to come to your house.
When your internet works but is very slow
Slow internet is different from no internet, and the fixes are different. If you can load web pages but they take a long time, or if video streaming keeps stopping to buffer, restart your modem and router the same way — unplug, wait 30 seconds, plug in, wait three minutes. A restart often clears out temporary slowdowns.
If speed does not improve after a restart, the problem could be that too many devices are using wifi at once, or that your device is far from the router. Move closer to the router and try again. If speed improves, your device was just getting a weak signal. If speed stays slow even near the router, contact your provider — they can check whether you are getting the speed you are paying for.
What to do if restarting does not fix it
If you have restarted both your modem and router, waited three minutes after each, and your internet still does not work, you have a problem that needs your provider's help. Call their customer service number — it is usually on your bill or on their website. Have your account number ready.
Tell them: "I have restarted my modem and router and waited three minutes. My modem's internet light is [color], and I cannot connect to the internet." If they ask you to restart again, you can tell them you already did. If they ask you to unplug things or change settings, follow their instructions — they may be able to see something on their end that you cannot see at home.
If they cannot fix it over the phone, they will schedule a technician visit. Most providers can send someone within a few days. If you need internet urgently, ask whether they offer a mobile hotspot or loaner equipment while you wait.
When you think you have internet but you do not
Sometimes a device shows it is connected to wifi, but web pages do not load. This usually means your device is connected to your router, but your router is not connected to the internet. Check your modem's internet light — if it is not green, follow the steps above for a provider problem.
If your modem's internet light is green but pages still do not load, try restarting your router again. If that does not work, try connecting a device with a wired ethernet cable directly to your modem, if you have one. If a wired connection works, your modem is fine and your router has failed. If even the wired connection does not work, your modem has failed and you need to contact your provider.
Frequently Asked Questions
What do the different colored lights on my modem mean?
Green or blue usually means working. Red or orange usually means a problem. Off means no power. Blinking means the modem is starting up or sending data. Check your modem's manual or the provider's website for what each light means on your specific model — they vary.
Do I need to restart my modem and router at the same time?
No. Always restart the modem first and wait for it to fully boot up before restarting the router. The router depends on the modem, so if you restart them together, the router may not reconnect properly.
My internet works sometimes and cuts out other times. What does that mean?
This usually means a loose cable, a failing modem, or an intermittent problem on your provider's line. Check that all cables going into your modem are pushed in firmly. If the problem continues, contact your provider — they can test the line.
Can I fix my internet problem without calling my provider?
Yes, if the problem is your device or router. Restarting both usually fixes it. If your modem's internet light is not green after a restart, you need your provider's help — that means the problem is on their network.
How long should I wait after restarting before I know if it worked?
Wait three full minutes. The modem and router need time to boot up and reconnect to each other and to your provider's network. If you restart and check after 30 seconds, you will think it did not work when it is still starting up.