Your internet is out because of a problem between your device and your internet service provider — and you can narrow down which one in about five minutes

Internet outages fall into three categories: a problem with your own equipment, a problem with your ISP's network, or a problem with the connection between them. Most of the time, restarting your modem and router fixes it. If that does not work, the next step is to figure out whether your ISP knows about the outage yet — because if they do not, reporting it moves you toward a fix faster than waiting.

The difference between these three problems matters because what you do next is completely different. A dead modem means you restart it. A downed ISP line means you wait or call your provider. A problem with your router means you might be able to use your phone's hotspot while you troubleshoot. Knowing which one you are dealing with saves you from an hour on hold with tech support.

Key Takeaways

  • Restart your modem first — unplug it for 30 seconds, plug it back in, and wait three minutes for it to fully boot before testing your connection.
  • If the modem lights are off or red, the problem is your equipment; if they are green or blue, the problem is likely your ISP's network.
  • Check your ISP's outage map or status page on your phone before calling — most providers update these every 15 to 30 minutes during an outage.
  • If your modem is working but your Wi-Fi is not, restart your router separately; if your modem is dead, restarting the router will not help.
  • Document what you see — which lights are on, what time the outage started, whether it affects one device or all devices — before you contact your ISP.

The modem restart: what it does and why it usually works

Your modem is the device that connects your home to your ISP's network. It is usually a box about the size of a paperback book, often placed near where the cable or fiber line enters your home. When you restart it, you are clearing its memory and forcing it to re-establish its connection to your ISP's equipment.

To restart your modem: unplug the power cable from the back of the modem, wait 30 seconds, then plug it back in. Do not just turn it off and on with a power button — you need the full power-down. Wait three minutes for the modem to boot completely. During this time, the lights on the front will flash and change color. When they settle into a steady green or blue, the modem is ready.

This works for about 70 percent of outages because modems occasionally lose sync with the ISP's network or get stuck in a bad state. A full restart clears that. If your modem lights come back green and your internet works, you are done. If the lights stay off, stay red, or blink red continuously after three minutes, your modem has a hardware problem or is not receiving a signal from your ISP.

What the modem lights actually tell you

The lights on your modem are a diagnostic tool. Different ISPs use different colors and patterns, but the basic meaning is consistent: green or blue means the modem is connected and working; red or no lights means something is wrong.

Look for these specific lights: Power (should be solid green or blue), Internet or Online (should be solid green or blue), and Signal or Downstream (should be solid or blinking green). If the Internet light is off or red after you have waited three minutes, your modem is not connecting to your ISP's network. That usually means either your ISP has an outage, or the line coming into your home is damaged.

If the Power light is off, your modem is not getting electricity. Check that the power cable is plugged into both the modem and the wall outlet, and that the outlet itself works — plug a lamp into it to test. If the outlet works and the cable is seated firmly, the modem's power supply may have failed.

Checking whether your ISP has an outage

Before you call your ISP, check their outage map. Most major providers — Comcast, Charter, Verizon, AT&T, Cox, and others — maintain a status page or outage map on their website and in their mobile app. These update every 15 to 30 minutes during an outage and show you whether the problem is affecting your neighborhood or just your home.

To find it: go to your ISP's website on your phone (using mobile data or a neighbor's Wi-Fi), look for a link that says "Service Status," "Outage Map," or "Check for Outages," and enter your address or zip code. If the map shows an outage in your area with an estimated restoration time, your ISP already knows about it. If it shows no outage, the problem is likely your equipment or your specific line.

If there is an outage, you can usually report it through the same page or app, even if it is already listed. Reporting it adds your account to the queue and can sometimes move your repair up the priority list. Write down the outage reference number if one is provided — you will need it if you call later.

Separating a modem problem from a router problem

Your modem connects to your ISP. Your router connects to your modem and broadcasts Wi-Fi to your devices. If your modem is working but your Wi-Fi is not, the problem is your router, not your internet connection.

To test this: plug a computer directly into your modem using an ethernet cable. If the internet works on that computer, your modem is fine and your router is the problem. If the internet does not work even with the ethernet cable, your modem is the problem.

If your router is the problem, restart it the same way you restarted your modem: unplug it for 30 seconds, plug it back in, and wait three minutes. If that does not fix it, you can use your phone's hotspot to get online while you troubleshoot further or order a replacement. If your modem is the problem, restarting your router will not help — you need to focus on the modem.

When to call your ISP and what to tell them

Call your ISP if: the modem lights are red or off after a full restart, the outage map shows an outage in your area with no estimated restoration time, or you have already restarted both the modem and router and still have no internet.

Before you call, write down: the time the outage started, which lights are on and what color they are, whether the problem affects all your devices or just one, and whether you have already restarted the modem. Have your account number ready — it is usually on your bill or in your ISP's app. If there is an outage reference number from the outage map, have that too.

When you call, tell the representative what you have already tried. Say something like: "I restarted my modem and waited three minutes. The Internet light is still red. Your outage map shows an outage in my area." This tells them you have done the basic troubleshooting and saves them from walking you through it again. They can then move directly to checking your line or scheduling a technician visit.

Problems that need a technician visit

Some outages require a technician because the problem is outside your home. If your modem lights stay red after a restart, and the outage map shows an outage in your area, a technician will need to check the line coming into your home or the equipment at your ISP's local hub.

If there is no outage showing on the map but your modem still will not connect, the problem might be a damaged line, a loose connection at the pole, or a problem with the equipment at your ISP's end that is not yet widespread enough to trigger an outage alert. Call your ISP and ask them to send a technician. They may charge a service call fee if the problem is determined to be your equipment, but not if it is their line or network.

Technician visits usually happen within 24 to 48 hours for outages, though some ISPs offer same-day service in certain areas. Ask when they can come and whether you need to be home — most modern technicians can access your modem remotely to diagnose problems before they arrive.

What to do while you wait for your internet to come back

If your ISP has an outage with an estimated restoration time, you do not need to do anything except wait. Restarting your modem again will not speed up the repair. Your modem will automatically reconnect once your ISP's network is back online.

If you need internet while you wait, use your phone's mobile hotspot to connect your laptop or other devices. Most phone plans include hotspot data, though it may be slower than your home internet. If you have a neighbor with a different ISP, their internet might still be working — outages are usually localized to one provider's network, not all providers in an area.

Frequently Asked Questions

Should I restart my modem during a thunderstorm?

No. If lightning is actively striking nearby, unplug your modem and leave it unplugged until the storm passes. A power surge during a storm can destroy your modem. If your internet goes out during a storm, wait until the weather clears before restarting anything. Your ISP will know about weather-related outages and will have crews working on repairs.

Why does my internet keep dropping even though the modem lights are green?

Green lights mean the modem is connected, but they do not tell you about the quality of that connection. Intermittent outages are usually caused by a weak signal from your ISP's line, interference with your Wi-Fi, or an overheating modem. Try moving your router away from other electronics, restart both devices, and make sure your modem has air space around it. If the problem continues, call your ISP and ask them to check your signal strength.

Can I fix my internet by restarting my computer instead of my modem?

No. Restarting your computer will not fix an internet outage because the problem is not with your computer — it is with the connection between your modem and your ISP. Restart your modem, not your computer.

What if my modem is working but only some websites load?

This is usually a DNS problem, not an outage. Your modem is connected, but your device cannot find the address of certain websites. Restart your modem and router. If that does not work, try changing your DNS settings to 8.8.8.8 (Google's public DNS) or 1.1.1.1 (Cloudflare's public DNS). Your ISP's support page has instructions for your specific modem model.

Do I need to unplug my router when I restart my modem?

No. You only need to unplug the modem. Your router can stay plugged in. However, after the modem finishes restarting, you can also restart your router if your Wi-Fi is not working — just do it after the modem is fully back online, not at the same time.