Start with the simplest causes first

Most internet outages are not your internet service provider's fault. Before you call them, check whether your modem and router are powered on and whether the cables connecting them are plugged in firmly. A cable that looks connected may have come loose just enough to break the signal. Push each cable in until you hear or feel a click.

If your devices can see your Wi-Fi network but cannot connect to it, restart your router by unplugging it for 30 seconds, then plugging it back in. Wait two to three minutes for it to fully restart — the lights on the front should stop blinking and settle into a steady pattern. This fixes roughly half of all connection problems because it clears out temporary errors in the router's memory.

Check whether the problem is everywhere in your home or only in one room. If Wi-Fi works fine in your kitchen but not in your bedroom, the issue is signal strength, not your internet service. Move closer to the router, or move the router to a more central location. Walls, metal objects, and other Wi-Fi networks interfere with the signal, so a router in a closet or behind a filing cabinet will not reach far.

Key Takeaways

  • Restart your router by unplugging it for 30 seconds before calling your provider, since this fixes most connection problems.
  • If one device cannot connect but others can, the problem is with that device, not your internet service.
  • If your modem has no lights on, or only a red light, your service may be down in your area — check your provider's website or call them.
  • A cable that looks plugged in may still be loose enough to break the connection, so push each cable in firmly until it clicks.
  • If your internet works on your phone's cellular data but not on Wi-Fi, restart your router and move closer to it before contacting support.

Tell whether the problem is your device or your internet

Open a web browser on a different device — a phone, tablet, or another computer — and try to load a website. If it works on the second device, the problem is with the first device, not your internet service. Restart the device that is not working by powering it off completely, waiting 10 seconds, and powering it back on.

If the second device also cannot connect, try connecting it to your Wi-Fi network again. Go to your Wi-Fi settings, forget the network, and then reconnect by entering your password. Sometimes a device stores an old or corrupted version of your network settings and cannot connect until you clear it out.

If multiple devices cannot connect to Wi-Fi but you can see the network name in your list of available networks, your router is broadcasting but not letting devices join. Restart the router again. If that does not work, look for a small reset button on the back of the router, press and hold it for 10 seconds, then set up your Wi-Fi network again from scratch using the instructions that came with the router.

Check whether your internet service is actually down

Look at the lights on the front of your modem — the box that connects directly to the cable or phone line coming into your home. Most modems have a light labeled "Internet" or "Online" that should be solid green or blue when the service is working. If that light is off, red, or blinking red, your service is down.

Go to your internet provider's website using your phone's cellular data and look for a service status page. Most providers list current outages by address or by neighborhood. If an outage is listed for your area, your service will return when the provider finishes repairs — this usually takes a few hours, but can take longer for major damage.

If no outage is listed but your modem light is still red or off, call your provider's customer service number. Have your account number and the modem's serial number ready — you can find the serial number on a sticker on the back of the modem. The provider can tell you whether your service is active and whether they see a signal coming from the line into your home.

Understand what your modem and router actually do

Your modem is the device that connects to the cable or phone line coming into your home. It converts the signal from your provider into data your devices can use. Your router is the device that takes that data and broadcasts it as Wi-Fi so your phone, laptop, and other devices can connect wirelessly.

Some providers give you a single box that does both jobs — this is called a gateway or combo unit. If you have a gateway, restarting it will restart both the modem and router at the same time. If you have two separate boxes, restart the modem first, wait for its lights to settle, then restart the router.

The modem needs a direct connection to the cable or phone line. The router can sit anywhere in your home, but it works better when it is not enclosed in a cabinet or closet. If your modem is in a basement or garage and your router is upstairs, move the router to the same room as the modem, or ask your provider about moving the modem to a more central location.

Fix slow internet without calling your provider

If your internet is working but very slow, restart your router first. Then check how many devices are connected to your Wi-Fi. Each device using the network shares the total speed, so if 10 devices are streaming video at once, each one gets only a fraction of the total. Disconnect devices you are not using, or ask other people in your home to pause their streaming.

Move closer to the router. Wi-Fi speed drops sharply as you move away from it, especially through walls. If you are far from the router, you may be getting only a quarter of the speed you are paying for. Moving to the same room as the router will show you whether distance is the problem.

Check whether other Wi-Fi networks are interfering with yours. In apartments or dense neighborhoods, dozens of networks may be broadcasting on the same channel. Log into your router's settings — usually by typing 192.168.1.1 into a web browser — and change the Wi-Fi channel to one that is less crowded. Your router's manual or the provider's website will explain how to do this.

Know when to contact your provider

Contact your provider if your modem's Internet light is red or off and stays that way after you restart it. Also contact them if you have restarted both your modem and router, checked multiple devices, and none of them can connect to the internet — this usually means the problem is on their side of the line.

Have the following information ready before you call: your account number, the modem's serial number and model number, what lights are on or off on the modem, and what you have already tried to fix it. This information helps the provider's technician narrow down the problem quickly.

If the provider says they need to send a technician to your home, ask whether there is a charge. Some providers charge for technician visits if the problem is with your equipment rather than their service. If the problem turns out to be a loose cable or a restarted router, you may be charged even though you could have fixed it yourself — so confirm the charge policy before you schedule the visit.

Frequently Asked Questions

Why does my internet work fine sometimes and then stop working for no reason?

This usually means your router is overheating or running out of memory. Routers that run continuously for weeks without restarting can develop temporary errors that cause random disconnections. Restart your router once a week by unplugging it for 30 seconds, even if it seems to be working fine. This prevents most intermittent problems.

My modem and router are both on and have good lights, but I still cannot connect. What is wrong?

Restart both devices, starting with the modem. Wait for the modem's lights to settle completely before restarting the router. If that does not work, check whether you are entering your Wi-Fi password correctly — passwords are case-sensitive, so "MyPassword" is different from "mypassword". If you have forgotten the password, look for it on a sticker on the back of the router or gateway.

Is it bad to restart my router all the time?

No. Restarting a router is safe and does not damage it. In fact, restarting it regularly — once a week — prevents many problems. Just unplug it, wait 30 seconds, and plug it back in. You do not need to do anything else.

My internet works on my phone but not on my computer. Do I need to call my provider?

No. If your phone can connect, your internet service is working. The problem is with your computer. Restart your computer completely, then try connecting to Wi-Fi again. If it still does not work, forget the Wi-Fi network in your settings and reconnect by entering your password again.

How do I know if the problem is my provider's fault or my equipment's fault?

If multiple devices cannot connect and your modem's Internet light is red or off, the problem is likely your provider's fault. If only one device cannot connect, or if your modem light is green but your router is not broadcasting Wi-Fi, the problem is your equipment. Restart both devices and test again before calling your provider.