How to know whether the problem is your connection, your device, or your service provider

When your internet stops working, the cause is usually one of three things: your device, your home network, or your service provider's network. You can figure out which one in about five minutes by testing in a specific order. Start with the simplest fixes first — they solve the problem roughly 70 percent of the time — then move to your router, then contact your provider only if those steps don't work.

The fastest way to know if your service provider is actually down is to check a status page or call their support line. But before you do that, you need to rule out problems on your end, because support staff will ask you the same questions anyway. Following the steps below will either fix the problem or give you concrete information to tell them.

Key Takeaways

  • Restart your device first, then restart your router by unplugging it for 30 seconds — these two steps fix most internet problems.
  • Test your connection on a different device to know whether the problem is one device or your whole network.
  • Check your service provider's status page or call their support number to learn about they have an outage in your area.
  • If your router has lights, a red or orange light usually means it cannot reach your provider's network.
  • Write down the time the problem started and what you were doing when it happened, because your provider will ask.

Restart your device and your router in the right order

Restart your device first — the computer, phone, or tablet you were using when the internet stopped. Close all programs, shut it down completely, wait 10 seconds, and turn it back on. This clears temporary files and resets your device's connection to your network. It solves the problem roughly 40 percent of the time.

If that does not work, restart your router. Unplug the power cable from the back of the router, wait 30 seconds, and plug it back in. The lights on the front will go dark, then come back on one by one. Wait two to three minutes for all the lights to stabilize. This resets your router's connection to your service provider's network and fixes another 30 percent of problems.

Do not restart your modem separately unless your service provider tells you to. Many home setups combine the modem and router into one device, and restarting it is the same as restarting your router. If you have two separate boxes, restart the modem first (the one connected to the cable or phone line coming into your house), wait two minutes, then restart the router.

Test your connection on a different device

If restarting did not work, test whether the problem is one device or your whole network. Pick a different device — a phone, tablet, or another computer — and try to connect to the internet on it. If that device works, the problem is with your first device, not your service. If the second device also cannot connect, the problem is your home network or your service provider.

When you test, use a task that clearly shows whether you have internet. Open a web browser and go to a website you know, like Google.com or your bank's website. Do not rely on email or messaging apps, because they sometimes appear to work even when you do not have internet. If the website loads, you have internet. If the page says "cannot reach this website" or "no internet connection," you do not.

Check your router's lights and cables

Look at the lights on the front of your router. Most routers have a power light, an internet light, and lights for each device connected to it. The power light should be solid green or white. The internet light — often labeled "internet," "WAN," or "online" — should also be solid green or white. If the internet light is red, orange, off, or blinking, your router cannot reach your service provider's network.

Check the cables. The cable coming from the wall (or from your modem, if you have a separate one) should be firmly plugged into the port labeled "internet," "WAN," or "modem." The power cable should be plugged in and the outlet should have power — test the outlet by plugging in a lamp or phone charger to make sure it works. If a cable is loose, push it in firmly and wait two minutes for the light to change.

If the internet light is still red or off after checking cables, your service provider likely has an outage or your account has an issue. Move to the next step.

Check your service provider's status page or call support

Every major service provider has a status page that shows whether they have an outage in your area. You can reach it by searching "[your provider name] status page" in a web browser on your phone or a device that still has internet. Comcast, Verizon, AT&T, Charter, Cox, and most regional providers all maintain one. The page will show whether there is a known outage near your address and when they expect to fix it.

If you cannot access a status page because you have no internet on any device, call your service provider's support number from a phone. The number is on your bill, on your router, or on your service provider's website if you can access it from your phone's data plan. Tell them your address and ask whether they have an outage in your area. If they do, they will tell you when service should be restored. If they do not, they will walk you through additional troubleshooting steps.

Have the following information ready before you call: your account number (on your bill), the time the problem started, what you were doing when it happened, and what you have already tried. This information helps support staff narrow down the cause faster.

What to do if your service provider says there is no outage

If your service provider confirms there is no outage but you still have no internet, they will likely ask you to try a few more steps over the phone. These usually include restarting your modem and router again in a specific order, checking that all cables are connected, and testing on multiple devices — all things you may have already done. Be patient and follow their instructions, because they can see information about your account and connection that you cannot.

If the support agent cannot fix the problem over the phone, they may schedule a technician to visit your home. This usually takes one to three business days. Ask whether there is a service fee — some providers charge for a technician visit if the problem is with your equipment rather than their network, though this varies by provider and situation.

Prevent future outages by protecting your equipment

Most internet problems are temporary and fix themselves or are solved by restarting. But you can reduce how often they happen by protecting your router and modem from power surges. Plug both devices into a surge protector rather than directly into the wall. If there is a power outage or lightning strike, the surge protector absorbs the damage instead of your equipment.

Keep your router in a cool, dry place with good air circulation. Routers generate heat, and if they overheat they can fail. Do not put your router in a closet, cabinet, or directly against a wall. Place it on a shelf or table where air can flow around it. If your router feels hot to the touch, move it to a cooler location.

Frequently Asked Questions

How long does it usually take for an internet outage to be fixed?

Most outages last between 30 minutes and two hours. Your service provider's status page will show an estimated time if they know how long the repair will take. If an outage lasts more than four hours, call support to ask whether they have updated their estimate.

Can I get a credit on my bill if the internet is down for a long time?

Many providers offer credits for outages that last more than a certain length — often 12 or 24 hours — but you usually have to request it. Call support after service is restored and ask whether you are may have access to to a credit. Have your account number ready.

What should I do if my internet keeps dropping even though it is not completely down?

Restart your router first. If the problem continues, move closer to the router to see if distance is the issue. If it is, you may need a stronger router or a mesh network system. If moving closer does not help, call your service provider, because the problem may be on their network.

Is it safe to restart my router during a thunderstorm?

Yes, unplugging and replugging your router is safe during a storm. However, if lightning is actively striking nearby, stay away from all electrical outlets and devices. Wait until the storm passes before restarting anything.

Why does my internet work on WiFi but not when plugged in with an ethernet cable?

The ethernet cable may be damaged or not fully inserted. Check that it is pushed firmly into the port on your device and the port on your router. If it is loose, push it in and try again. If the problem continues, try a different ethernet cable.