How to know whether your internet is down or just your connection
The first thing to do is check whether the problem is your internet service itself or something between you and it. Open a web browser and go to downdetector.com or istheservicedown.com, then search for your internet provider by name. These sites show real-time reports from other customers in your area. If hundreds of people are reporting outages at the same time, your provider's service is down. If you see only a few reports or none, the problem is likely in your home network or with your own equipment.
If the outage tracker shows your provider is down, you can also call your provider's customer service line — most have a recorded message that tells you whether there is a known outage in your area. The phone number is usually on your bill or on the back of your modem. If you cannot reach anyone, that itself is a sign the outage is widespread.
Key Takeaways
- Check downdetector.com or istheservicedown.com to see whether other customers in your area are reporting outages at the same time.
- Restart your modem and router in order — unplug the modem, wait 30 seconds, plug it back in, then do the same for the router — before assuming the outage is on your provider's side.
- Your provider's outage map or customer service line will tell you whether service is down in your specific neighborhood and when they expect it to be restored.
- If your internet is down during a storm or after weather, contact your provider to report damage and ask about temporary service or credits while repairs are made.
Restart your modem and router the right way
Before you call your provider, do a full restart of your equipment. This fixes most connection problems that look like an outage but are not. Unplug your modem from the power outlet, wait 30 seconds, then plug it back in. Wait another two minutes for it to fully restart — you will see lights on the front change as it boots up. Then unplug your router, wait 30 seconds, and plug it back in. Wait another minute for the router to restart.
The order matters: modem first, then router. The modem connects to your provider's network, and the router distributes that connection to your devices. If you restart the router before the modem has fully come back online, the router may not reconnect properly.
After both devices have restarted, try loading a website in your browser. If the internet works now, the outage was temporary or caused by a glitch in your equipment. If it still does not work, move to the next step.
Check your modem and router lights
Look at the lights on the front of your modem. You should see a light labeled "internet," "online," "WAN," or something similar, and it should be solid green or blue. If that light is red, orange, or off, your modem is not connected to your provider's network. If it is blinking, the modem is trying to connect but has not succeeded yet — wait another minute or two, as this can take time after a restart.
On your router, look for a light labeled "internet," "WAN," or with a globe symbol. This should also be solid green or blue if your connection is working. If the modem light is green but the router light is off or red, the problem is between your modem and router — try unplugging the cable that connects them, waiting 10 seconds, and plugging it back in.
If the modem light itself is red or off after a full restart, your provider's service is likely down in your area, or there is a problem with the line coming into your home. This is the time to check the outage tracker or call your provider.
What to do if your provider confirms an outage
Once you have confirmed that your provider's service is down, contact them to report it if you have not already. You can usually do this through their website, their mobile app, or by phone. Provide your account number and service address so they can pull up your account and see the outage in your area.
Ask the provider three things: when they expect service to be restored, whether you will receive a credit on your bill for the downtime, and whether they can offer temporary service (like a mobile hotspot or credit toward a month of service). Some providers automatically credit accounts after outages lasting more than a few hours, while others require you to request it. The credit is usually a small amount — often one day's service cost — but it is worth asking about.
If the outage is caused by weather damage or a downed line, repairs can take anywhere from a few hours to several days. Ask whether a technician has been dispatched and whether you can get a time window for when they will arrive.
When the problem is in your home network
If the outage tracker shows no widespread outage and your modem light is green, the problem is in your home network or with one of your devices. Try connecting a computer directly to the modem with an ethernet cable — not through the router. If the internet works on that one device, the problem is your router, not your provider.
If the internet does not work even on a device plugged directly into the modem, the problem may be with your modem itself. Try restarting it one more time. If that does not work, contact your provider and tell them you have already restarted and that the modem light is green but you still have no connection — they may need to send a technician or replace the modem.
If the internet works on a device plugged into the modem but not on your other devices, your router needs to be restarted or replaced. Restart it again, and if that does not work, you may need to buy a new one or contact your provider if they own the router.
Internet down during storms or bad weather
Storms can knock out service for hours or days, depending on whether lines are damaged. If your area has had recent severe weather, check the outage tracker first — you will likely see a spike in reports. Your provider's website usually has a banner about weather-related outages and estimated restoration times.
If service is down because of weather damage, call your provider and ask about temporary solutions while repairs are underway. Some providers offer mobile hotspots for customers during extended outages, or they may credit your account for each day you are without service. Document the outage by taking a screenshot of the outage tracker or noting the date and time, in case you need to reference it later when requesting a credit.
Frequently Asked Questions
How long does it usually take for an internet outage to be fixed?
Most outages are resolved within a few hours. If the problem is a downed line or damaged equipment, repairs can take 24 to 48 hours or longer. Your provider's outage map will usually show an estimated restoration time, though this is not always accurate if the cause is still being investigated.
Will I get a refund or credit if my internet is down all day?
This depends on your provider and the length of the outage. Some providers automatically credit accounts after outages lasting more than a few hours, while others only credit if you request it. Call your provider and ask — they can tell you their policy and may explore a credit to your next bill.
Can I use my phone's hotspot while my home internet is down?
Yes, if you have a mobile phone plan with data. You can turn on your phone's hotspot feature and connect your other devices to it. Be aware that this will use your phone's data allowance, so if you have a limited plan, you may want to ask your provider about a temporary mobile hotspot instead.
What if my modem light is green but I still have no internet?
The modem is connected to your provider's network, but something between the modem and your devices is broken. Try connecting a computer directly to the modem with an ethernet cable. If that works, your router is the problem. If it does not work, your modem may be faulty and your provider may need to replace it.
Should I unplug my modem during a thunderstorm?
If lightning is striking nearby, unplugging your modem and router can protect them from power surges. A power surge can damage the equipment permanently. If you unplug them, wait until the storm has passed and power is stable before plugging them back in.