Start with the simplest cause first
Most Verizon internet outages are not actually outages. The modem has lost power, a cable came loose, or the router needs to restart. Before you assume the problem is on Verizon's side, spend two minutes checking the physical things: Is the modem plugged in? Are the cables connected at both ends — one from the wall to the modem, one from the modem to the router? Has the modem been running for more than a few hours without a restart?
If those are fine, unplug the modem for 30 seconds, then plug it back in. Wait three to five minutes for it to fully restart — you will see lights on the front change as it boots. This fixes roughly half of all "my internet is down" calls. If you have a separate router, restart that too by unplugging it for 30 seconds after the modem has fully restarted.
Key Takeaways
- Restart your modem by unplugging it for 30 seconds, then wait three to five minutes for it to fully boot before testing your connection.
- Check that the cable from the wall outlet connects firmly to the modem, and that the cable from the modem connects to your router.
- Verizon's outage map at verizon.com/network/status shows whether the problem is in your neighborhood or just your equipment.
- If the modem lights show no internet connection (usually a red or amber light where you expect green), the issue is between Verizon's network and your home.
- A factory reset of the modem erases your settings, so contact Verizon support before trying this unless you are certain you know your login credentials.
Check whether Verizon's network is actually down
Before you spend time troubleshooting your equipment, find out whether Verizon has an outage in your area. Go to verizon.com/network/status and enter your zip code or street address. The map will show you whether there is a known outage affecting your neighborhood. If there is, Verizon already knows and is working on it — you cannot fix this yourself, and calling support will only put you in a queue behind thousands of other people in the same outage.
If the outage map shows no problems in your area, the issue is either your equipment or the connection between your home and Verizon's network. This is what you can actually fix or diagnose.
Read the lights on your modem
The modem is the box that connects directly to the cable coming from the wall. It has lights on the front that tell you what is working and what is not. Different Verizon modem models use different light colors and labels, but the pattern is usually the same: one light for power, one for internet connection, one for the devices connected to it.
Look for a light labeled "Internet" or "Online" or sometimes just a globe symbol. If that light is green or blue, your modem has internet connection from Verizon. If it is red, amber, or off, the modem cannot reach Verizon's network. If the power light is off, the modem is not plugged in or the outlet is dead. Try plugging a lamp into the same outlet to confirm the outlet works.
If the internet light is not green after you have restarted the modem and waited five minutes, the problem is the connection between your home and Verizon's equipment outside. This usually requires a technician visit, but first try the next step.
Check the cables and connectors
The cable from the wall outlet should connect firmly to the port on the modem labeled "In" or "Cable In" or sometimes just a coaxial port (it looks like a thick threaded connector). Gently push this cable in to make sure it is seated all the way — it should not come out with light pressure. If the cable is loose, tighten it by hand until it stops; do not use pliers.
If you have a separate router, the cable from the modem should connect to the port labeled "Internet" or "WAN" on the router. Again, make sure this connection is firm. A loose cable here will not show up as a modem problem — your modem will have internet, but your devices will not be able to use it.
If a cable looks damaged, kinked, or has visible cracks in the outer sheath, that cable may need replacement. Verizon can send you a new one, or you can buy a coaxial cable from any electronics store for under ten dollars.
Restart your devices and forget the network
Sometimes the problem is not the modem but the device trying to connect to it. If one device cannot connect but others can, restart just that device. If all your devices cannot connect even though the modem lights show internet is working, restart your router by unplugging it for 30 seconds.
If devices still will not connect after the router restarts, try "forgetting" the network on one device and reconnecting to it. On a phone or tablet, go to Settings, find your Wi-Fi network name in the list, and choose "Forget This Network." Then reconnect by selecting the network again and entering the password. The password is usually printed on a sticker on the back of your router or modem.
When to contact Verizon support
Contact Verizon if the modem internet light is red or amber after a restart and a five-minute wait, or if the outage map shows no problems but you still have no connection after checking cables and restarting both the modem and router. Have the following information ready before you call: your account number (on your bill), the modem model (on the back of the modem), and the lights you see on the front of the modem right now.
Verizon support can see whether your modem is connecting to their network from their end, and they can restart it remotely if needed. They can also check whether there is a problem on the line between your home and the nearest network hub. If the problem is on their side, they will schedule a technician visit at no charge. If the problem is your equipment, they may offer to send a replacement modem.
Factory reset as a last resort
If you have restarted the modem, checked all cables, confirmed the internet light is green, and still cannot connect any devices, a factory reset may help. This erases all settings on the modem and returns it to the state it came in. You will need to set it up again, which usually means calling Verizon or using their app to set up it.
To factory reset, look for a small recessed button on the back of the modem labeled "Reset." Use a paperclip or pen to press and hold it for ten seconds while the modem is powered on. The lights will flash and the modem will restart. This takes several minutes. Do not unplug the modem during a reset.
Only do this if you are comfortable going through the setup process again, or if Verizon support has told you to. If you are not sure, contact support first — they can walk you through it or do it remotely.
Frequently Asked Questions
What does it mean if the modem lights are blinking instead of solid?
Blinking lights usually mean the modem is working but busy — downloading an update, connecting to the network, or syncing with Verizon's system. Wait five minutes and see if the lights become solid. If they stay blinking for more than ten minutes, restart the modem.
Why does my internet work sometimes and then stop?
This often means a loose cable that moves when you walk past it, or a modem that overheats and shuts down. Check that all cables are pushed in firmly. If the modem feels hot to the touch, make sure it has space around it for air to flow — do not put it in a closed cabinet or under a blanket.
Can I fix this without restarting the modem?
Sometimes. If only one device cannot connect, restart that device. If the modem lights show internet is working but devices cannot connect, restart the router instead. But if the modem internet light is not green, a restart is usually the only thing that will fix it without calling support.
What if I restart the modem and it still does not work?
Check the outage map again to confirm there is no neighborhood outage. Then verify the internet light is actually green after waiting the full five minutes. If it is green and you still have no connection, the problem is likely between your home and Verizon's network, and you will need to contact support to schedule a technician.
Do I need to restart the modem regularly to keep it working?
No. A modem should run continuously without needing restarts. If you find yourself restarting it more than once a month, contact Verizon — the modem may be failing or there may be a problem on the line.