Your internet is down because something broke between your device and your internet service provider's network
The chain from your wall to the internet has several links, and when one fails, everything stops. Your modem might have lost power. Your router might have crashed. The cable running into your house might be damaged. Your ISP's equipment might be offline. Or the line itself — the physical wire or radio signal carrying data — might be cut or jammed. The fastest way forward is to test each link in order, starting with the one closest to you, because you can fix some of them yourself in minutes.
Most outages last less than an hour and fix themselves. Some last days and require your ISP to send a technician. A few are your responsibility to fix. The difference matters because it changes what you do next — and whether you should wait or call someone.
Key Takeaways
- Internet outages happen at one of four points: your device, your home equipment (modem and router), the line coming into your house, or your ISP's network — and you can test each one in order.
- Restarting your modem and router fixes roughly half of all outages and takes five minutes, so do this before calling your ISP.
- Your ISP's status page or a quick phone call tells you whether the problem is on their side, which changes whether you need a technician.
- If your modem has no lights on, or your router won't turn on, the problem is power — check cables and outlets before assuming equipment is broken.
- Some outages are caused by things outside your home, like damaged cables or weather, and only your ISP can fix them.
Check whether the problem is your device or your home network
Start by testing whether your internet works on more than one device. Open a web browser on your phone, tablet, or laptop — whichever you have nearby. If one device connects and others do not, the problem is not your internet; it is the device that cannot connect. Restart that device and try again. If it still will not connect but other devices work fine, the issue is with that one device's network settings or hardware, not your internet service.
If no devices connect to the internet, move to the next step. But if only one device is broken, you can stop here — your internet is working.
Restart your modem and router in the right order
Your modem is the box that connects to the cable or phone line coming into your house. Your router is the box that broadcasts the wireless signal your devices use. Many homes have both as separate devices; some have them combined into one unit. Restarting both in the correct order fixes roughly half of all outages.
Unplug your modem first and wait 30 seconds. Then plug it back in. Wait for all the lights on the front to stop blinking and settle into a steady pattern — this usually takes two to three minutes. Then unplug your router, wait 30 seconds, and plug it back in. Wait another two to three minutes for the lights to settle. Now test whether your internet works on any device.
If restarting worked, you are done. If it did not, the problem is something else. Do not restart again — it will not help a second time.
Check whether your modem and router have power
If your modem or router will not turn on, or if they have no lights on the front, the problem is almost always power, not the equipment itself. Check the power cable at both ends — the wall outlet and the back of the device. Make sure the cable is fully plugged in. If the outlet has an on/off switch, make sure it is switched on. Try plugging a lamp or phone charger into the same outlet to confirm the outlet itself works.
If the outlet works but the modem or router still has no lights, try a different outlet in a different room. Sometimes a circuit breaker trips or an outlet fails. If the device powers on at a different outlet, you have found the problem — use that outlet going forward, or have an electrician check the first one.
If the device still will not power on at a working outlet, the equipment itself may be broken and will need to be replaced. Call your ISP — they usually own the modem and can send a replacement.
Look for visible damage to cables and connections
Check the cable that runs from the wall into your modem. It should be firmly plugged in at both ends. If it is loose, push it in until you hear or feel a click. Look along the entire length of the cable for cuts, pinches, or damage. If you see damage, the cable needs to be replaced — call your ISP and describe what you see.
Check the power cables to both your modem and router. Make sure they are not pinched under furniture or wrapped too tightly around something. Damaged power cables can cause fires, so if you see cuts or exposed wires, stop using that cable when ready and get a replacement.
If all cables look intact and are firmly connected, move to the next step.
Check your ISP's status page or call to see if the outage is on their side
Most internet service providers have a status page you can check from your phone using mobile data. Search the name of your ISP plus "status page" — for example, "Comcast status page" or "Verizon status page." The page will show whether there is a known outage in your area. If there is, your ISP already knows about it and is working on it. You do not need to call.
If the status page shows no outage, or if you cannot reach the status page, call your ISP's customer service number. It is on your bill or on their website. Tell them your internet is down and ask whether there is an outage in your area. They can see this when ready. If they confirm an outage, ask how long it is expected to last. If they say there is no outage on their side, the problem is in your home — go back to the previous steps and check more carefully.
If your ISP confirms an outage, there is nothing you can do except wait. Outages caused by damage to cables, weather, or problems at the ISP's facility require a technician, and your ISP is already dispatching one. You can ask for an estimated time, but it may change.
Understand what happens if the problem is inside your home but you cannot fix it
If your modem or router is broken and will not power on even at a working outlet, or if you have tried restarting and checked all cables but still have no internet, your equipment needs to be replaced or repaired. Call your ISP and describe what you have already tried. Tell them the modem or router will not turn on, or that restarting did not work. They may be able to troubleshoot further over the phone, or they may send a technician to replace the equipment.
If your ISP owns the modem — which is true for most people — they will replace it at no cost. If you own your own modem or router, you will need to buy a replacement or hire a technician to repair it. Ask your ISP which equipment they own and which you own before you buy anything.
Frequently Asked Questions
How long does an internet outage usually last?
Most outages last less than an hour and fix themselves. Outages caused by weather, cable damage, or problems at your ISP's facility can last several hours or even days. If your ISP confirms an outage, ask them for an estimated time — they can usually tell you whether it is expected to be fixed in minutes or hours.
What do the lights on my modem and router mean?
A solid light usually means the connection is working. A blinking light usually means data is moving. No light at all means no power. If your modem has a light labeled "internet" or "online" and it is off or red, the modem cannot reach your ISP's network. If it is green or solid, the connection is working. Check your modem's manual or your ISP's website for what each light means on your specific model.
Can I fix an internet outage by restarting my device instead of my modem?
Restarting your device might help if only that device cannot connect, but it will not fix an outage that affects all your devices. Restarting your modem and router is what fixes most outages because it clears temporary errors in those devices. Always restart the modem first, then the router, and wait for the lights to settle before testing.
What should I do if my ISP says there is no outage but my internet still does not work?
Go back and check your modem and router power cables again — make sure they are plugged in firmly at both ends. Restart both devices in order and wait for the lights to settle completely. If that does not work, call your ISP again and tell them you have restarted and checked cables. Ask them to run a remote test on your modem. If they still find no problem on their side, a technician may need to visit your home.
Do I need to call my ISP if I see an outage on their status page?
No. If the status page shows an outage in your area, your ISP already knows about it and is working on it. Calling will not speed up the repair. You can call if you want an estimated time, but the page usually has that information. Call only if the status page shows no outage but you still have no internet.