Check your own equipment first

Before you assume the internet is down across your neighborhood, rule out problems with your own setup. Restart your modem and router — unplug both for 30 seconds, plug the modem back in first, wait for all lights to stabilize (usually two to three minutes), then plug in the router. This fixes the majority of connection problems that feel like an outage.

While the devices restart, check the cables. Make sure the coaxial cable (the thick one with a threaded connector) is hand-tight at both the wall outlet and the modem. If you use fiber or DSL, the connection type differs, but the principle is the same: a loose cable at either end will kill your connection. Also verify that you are connected to your own WiFi network, not a neighbor's or a public network.

If you have a modem with status lights, look for a solid green or blue light labeled "Internet," "Online," or "WAN." A red light, blinking light, or no light in that position means the modem is not connecting to your provider's network. If the light is solid and you still cannot reach websites, the problem is likely with your router or your device, not the provider's network.

Key Takeaways

  • Restart your modem and router before reporting an outage, because loose cables and temporary glitches account for most connection losses.
  • Your provider's outage map or customer service line can tell you in seconds whether the problem is on their network or on your side.
  • Third-party outage trackers like Downdetector show reports from other users in your area but are not official and can lag behind reality.
  • If your provider confirms an outage, they usually post an estimated repair time and send updates by text or email if you have signed up for notifications.
  • When service is restored, restart your modem again to may support it reconnects properly to the provider's network.

Check your provider's outage map

Every major internet provider — Comcast, Verizon, AT&T, Charter, Cox, and others — maintains an outage map on their website. This is the fastest way to confirm whether the problem is actually on their network. Go to your provider's website, look for a link labeled "Outages," "Service Status," or "Check for Outages," and enter your address or ZIP code.

The map will show you whether an outage is reported in your area and, if one exists, how many customers are affected and when the provider expects service to return. Some providers also let you report an outage yourself through this same tool, which adds your location to their data. If no outage appears on the map but your internet is still down, call your provider's customer service line — the number is on your bill or on the back of your modem.

When you call, have your account number and service address ready. Tell the representative that you have restarted your modem and that the outage map shows no reported outage in your area. They can run a line test from their end to see whether your connection is reaching their equipment. If the test fails, they will either schedule a technician visit or walk you through additional troubleshooting steps.

Use third-party outage trackers as a second opinion

Websites like Downdetector, IsItDown, and similar services collect reports from users across the country and display them on a map. These sites are useful for spotting patterns — if dozens of people in your city report outages at the same time, something is probably wrong — but they are not official sources and often lag behind reality by 15 to 30 minutes.

Downdetector, the most widely used tracker, shows a graph of outage reports over time and lets you filter by provider and location. A sharp spike in reports suggests a real outage. However, the absence of reports does not mean there is no outage; it means nobody has reported it yet, or the outage is affecting only a small area. Always cross-check with your provider's official outage map before drawing conclusions.

These trackers are most useful when your provider's outage map is not loading — which can happen during a major outage — or when you want to see whether other customers in nearby areas are experiencing the same problem. They should never be your only source of information.

What to do while waiting for service to return

Once you have confirmed that an outage exists on your provider's network, there is little you can do except wait. Most providers estimate repair times based on the cause: a downed line might take two to four hours, while a damaged fiber cable could take 24 hours or longer. The estimate on the outage map is usually the provider's best guess, not a may provide.

If you need internet urgently, consider moving to a location with service. Many coffee shops, libraries, and fast-food restaurants offer free WiFi. Some providers offer a credit to your account for extended outages — usually a day's worth of service for every 24 hours without connection — but you typically have to request it after service is restored.

Sign up for outage notifications if your provider offers them. Most providers let you choose email, text, or both, and they will alert you when an outage is detected in your area and again when service is restored. This saves you from repeatedly checking the outage map.

Restart your modem after service returns

When the outage map shows that service has been restored, do not assume your connection will come back automatically. Restart your modem one more time by unplugging it for 30 seconds. This forces it to reconnect to the provider's network and often prevents lingering connection problems that can occur after an outage.

After you plug the modem back in, wait three to five minutes for all lights to stabilize. If the "Internet" or "Online" light is solid green or blue, your connection is restored. If it is red or blinking, wait another minute or two — sometimes the reconnection takes longer than usual after an outage. If the light does not stabilize after five minutes, call your provider again.

When the outage map shows nothing but you still have no internet

If your provider's outage map shows no outage in your area and your modem's internet light is solid, the problem is on your side of the connection. This could be a failing modem, a problem with your router, interference with your WiFi signal, or an issue with the specific device you are using.

Try connecting a computer directly to the modem with an ethernet cable, bypassing the router and WiFi entirely. If the wired connection works, the problem is your router or WiFi. If the wired connection does not work, the problem is your modem or the line coming into your house. In either case, call your provider's customer service line and describe what you have already tried — they can run diagnostics and determine whether the modem needs to be replaced.

If your provider confirms that the modem is faulty, they will usually send a replacement at no charge. If you own your modem rather than renting it from the provider, you may need to replace it yourself. This is one reason many people choose to rent: the provider handles replacements without extra cost.

Frequently Asked Questions

How long do outages usually last?

Most outages last between two and six hours. Outages caused by weather, vehicle accidents, or power failures tend to be shorter because the provider can restore service once the external problem is fixed. Outages caused by equipment failure or fiber cuts can last 24 hours or longer, especially if the damage is extensive or occurs at night when fewer technicians are available.

Will my provider automatically credit my account for an outage?

No. Most providers require you to request a credit after service is restored. The credit is usually one day of service charges for every 24 hours without connection. Contact customer service with the date and time of the outage, and they will review your account and explore the credit if the outage lasted long enough to may have access to.

Can I get a refund instead of a credit?

Refunds are rare. Providers typically offer service credits that reduce your next bill rather than cash refunds. If you believe you are may have access to to more than a credit — for example, if you lost income because you could not work from home — you can file a complaint with your state's public utilities commission, though the outcome is uncertain.

What if the outage map says service is restored but I still have no internet?

Restart your modem when ready. After an outage, modems sometimes fail to reconnect automatically. If restarting does not work, call your provider and tell them the outage map shows service restored but you are still disconnected. They can check whether your specific line is actually back online and run a line test to diagnose the problem.

Is it normal to lose internet during storms?

Yes. Heavy rain, lightning, and high winds can damage lines, knock out power to network equipment, or cause temporary signal loss. If you live in an area with frequent storms, consider a backup plan like a mobile hotspot from your phone's provider, which uses a different network and may stay online when your home internet does not.