Your internet stops at one of four places, and you can narrow it down in minutes

When your internet goes down, something has broken in the chain between your device and the websites you're trying to reach. That chain has four main links: your device, your home network (the WiFi or cable running to your computer), your modem (the box that talks to your internet provider), and your internet provider's network itself. Most of the time, the problem is in the first two links and you can fix it. Sometimes it's the modem. Rarely, it's your provider's fault and you're waiting for them to fix it.

The fastest way to find out which link broke is to test each one in order, starting with the one you control. You'll know within five minutes whether you need to restart something, whether your modem needs attention, or whether you should call your provider.

Key Takeaways

  • Most internet outages happen on your device or in your home network, not at your provider, and restarting your device or modem fixes them.
  • Test your connection by opening a website on a different device connected to the same WiFi—if it works there, your main device is the problem.
  • If nothing connects to WiFi, restart your modem by unplugging it for 30 seconds, then plugging it back in and waiting two minutes for it to fully boot.
  • If your modem has no lights or the lights are red, your provider's network may be down—check their status page or call them.
  • A restart fixes about 70 percent of home network problems, so always try that before troubleshooting anything else.

Test your device first—use a different one to check

Before you do anything else, pick up a phone, tablet, or laptop and try to connect to the same WiFi network your main device uses. Open a web browser and go to a straightforward website like Google.com or Wikipedia.org. If that device loads the page, your internet connection is working—the problem is with your main device, not your network.

If the second device also cannot load anything, move to the next step. If only your main device is broken, restart it: turn it completely off, wait 10 seconds, and turn it back on. While it boots, move on to checking your modem. Most device problems clear up on their own once the device restarts.

Check your modem's lights and restart it

Your modem is the box that connects your home network to your internet provider. It usually sits near your router (the device that broadcasts WiFi) or is built into the same box. Look at the lights on the front. You should see at least one light that is solid green or solid blue—usually labeled "Internet," "Online," or "WAN." If you see no lights, all red lights, or blinking red lights, your modem has lost connection to your provider's network.

Restart your modem by unplugging the power cable from the back of the box. Wait 30 seconds—actually count them, because 10 seconds is not enough. Plug it back in and wait two full minutes while it boots up. During this time, you'll see lights blink and change color as the modem restarts. Once the lights settle and you see a solid green or blue light, your modem is ready. Try connecting to the internet again.

If the lights come back green and your internet works, you're done. If the lights stay red or don't appear, your modem may have a hardware problem or your provider's network may be down. Move to the next step.

Check your provider's status page or call them

If your modem's lights are red or off after a restart, your internet provider's network may be down in your area. Most providers have a status page you can check from your phone using cellular data. Search "[Your Provider Name] status page"—for example, "Comcast status page" or "Verizon Fios status page." The page will show whether there's a known outage in your zip code.

If the status page shows an outage, there's nothing you can do except wait. The provider is already working on it. If the status page shows no outage but your modem still has no lights or red lights, call your provider's customer service number. Have your account number and modem model number ready—the model is usually on a sticker on the back of the modem. They can tell you whether the problem is on their end or whether your modem needs to be replaced.

Restart your router if WiFi is the only problem

If your modem lights are green and solid, but WiFi devices can't connect or keep disconnecting, the problem is your router, not your internet connection. Restart it the same way you restarted the modem: unplug it for 30 seconds, plug it back in, and wait two minutes for it to fully boot.

If you have a combined modem-router box (one device that does both jobs), restart the whole box. If you have separate devices, you can restart just the router while leaving the modem plugged in. After the restart, try connecting a device to WiFi again. If devices still won't connect or keep dropping, check that WiFi is actually turned on—some routers have a physical button or switch on the back. If it's on and devices still won't connect after a restart, you may need to contact your provider about a router replacement.

Check for loose cables and power problems

Before you call anyone, look at the cables running to your modem and router. The cable coming from the wall (usually coaxial—thick and silver, or fiber-optic—thin and orange) should be hand-tight in the port labeled "In," "Internet," or "WAN." The power cable should be fully plugged into both the modem and the wall outlet. If either is loose, tighten it and wait two minutes for the modem to reconnect.

Check that the outlet itself is working by plugging in a lamp or phone charger. If the outlet is dead, try a different outlet in the same room. If every outlet in your home is dead, you have a power problem, not an internet problem—check your circuit breaker or call an electrician.

When to call your provider and what to tell them

Call your provider if you've restarted your modem and router, checked the cables, and your modem lights are still red or off. Have this information ready: your account number, the modem model number (on the back of the box), and what lights you see on the modem right now. Tell them you've already restarted the modem and waited two minutes.

If your modem lights are green but you still have no internet on any device, tell them that too. They can run a line test from their end to see whether the problem is the modem itself or something in their network. Most providers can replace a modem for free if it's defective, and they'll either mail you a new one or have you pick it up at a local store.

Frequently Asked Questions

How long should I wait after restarting my modem before I assume it didn't work?

Wait at least two full minutes. The modem needs time to connect to your provider's network, and that connection can take 90 to 120 seconds. If the lights are still red or off after two minutes, the restart didn't fix it.

My WiFi is working but only one device can't connect. What does that mean?

The problem is that one device, not your network. Restart the device that won't connect. If it still won't connect after restarting, forget the WiFi network on that device (go to WiFi settings, select your network, and choose "Forget"), then reconnect by entering your WiFi password again.

Can I restart my modem while I'm in the middle of something important?

No. Restarting your modem cuts off your internet for two to three minutes. Finish what you're doing, save your work, and close any programs that need the internet before you unplug it.

What if my modem keeps losing connection and I have to restart it every few days?

That usually means the modem is overheating or failing. Make sure it's in a well-ventilated spot, not in a closed cabinet or near a heat source. If restarting it every few days continues, call your provider—the modem may need to be replaced under warranty.

Is it safe to unplug my modem?

Yes. Unplugging it for 30 seconds is completely safe and is the standard way to restart it. You won't lose any settings or damage the modem.