How to know if your internet is actually out

Your internet is out if you cannot connect to any website, app, or online service from any device in your home — not just one computer or phone. The difference matters because a single device might have a problem while your internet connection itself is fine.

Start by testing from a different device. If your phone connects to WiFi and loads a website, but your laptop does not, the problem is with your laptop, not your internet service. If nothing connects — neither WiFi nor a device plugged directly into your modem with an ethernet cable — then your service is down.

Check your modem and router for lights. Most modems have a light labeled "Internet," "Online," or "WAN" that glows steady when connected. Most routers have a light for WiFi. If these lights are off or red, your connection is down. If they are on but you still cannot reach anything, restart both devices: unplug the modem for 30 seconds, plug it back in, wait two minutes, then do the same with the router.

Key Takeaways

  • Test from multiple devices to confirm the outage is with your internet service, not a single computer or phone.
  • Check the lights on your modem and router — a steady light on the Internet or Online port means your connection is active.
  • Restart your modem first, wait two minutes, then restart your router if the lights do not come back on.
  • Your internet provider's website or phone line can tell you whether an outage is happening in your area right now.
  • If no outage is reported and your modem lights are off after a restart, contact your provider to report the problem.

Check whether your provider has reported an outage

Before you call your internet provider, check their website or outage map. Most major providers — Comcast, Verizon, AT&T, Charter, Cox — have a page you can visit without logging in that shows whether service is down in your area. You can also text your provider's outage number or call their customer service line and listen for an automated message about known outages.

If an outage is listed for your address or neighborhood, you do not need to report it. Your provider already knows and is working on it. The outage map usually shows an estimated time when service will return. If no outage is listed but your service is down, that is when you contact them to report the problem.

What to do while you wait for service to return

If your provider has confirmed an outage in your area, service will return on their timeline, not yours. Most outages last between 30 minutes and a few hours, though some take longer. Check the provider's website again in 15 to 20 minutes to see if the estimated restoration time has changed.

If you need internet urgently — for work, school, or a medical appointment — use your phone's mobile data or find a nearby location with WiFi: a library, coffee shop, or a neighbor's house. If the outage lasts more than a few hours and you have a work-from-home job, contact your employer to let them know you are without service.

When to call your provider about a service problem

Call your internet provider if your service has been down for more than 30 minutes and no outage is listed in your area, or if the outage map shows service should be restored but it is not. Have your account number ready — you can find it on your bill or in your provider's app. Be prepared to describe what you have already tried: restarting the modem, checking the lights, testing from multiple devices.

The provider will likely ask you to restart your modem again while on the phone, or to check specific lights in a certain order. This is normal. If the modem still does not connect after these steps, they may send a technician to your home or replace your modem. Ask whether a technician visit will cost you — some providers charge a fee if the problem is with your equipment rather than their network.

Restart your modem the right way

Restarting your modem correctly matters because a quick power cycle can fix many connection problems. Unplug the modem from the power outlet — do not just flip a power switch if it has one. Wait 30 seconds. Plug it back in and wait for the lights to stabilize. This usually takes two to three minutes. The Internet or Online light should glow steady green or white.

If you have a separate router, restart it the same way after the modem is fully back online. Wait for the modem lights to stop blinking before you unplug the router. Some routers have a reset button, but do not press it unless your provider tells you to — pressing reset erases your WiFi password and network settings.

Distinguish between WiFi problems and internet outages

A WiFi problem is not the same as an internet outage. If your WiFi is not working but your modem lights show you are connected to the internet, the problem is with your router or your device's WiFi connection, not your service.

Test this by plugging a computer directly into your modem with an ethernet cable. If websites load through the cable but not through WiFi, your router needs attention. Restart it. If it still does not work, you may need to replace the router — your internet service is fine, but the device that broadcasts WiFi is broken. If websites do not load even through the ethernet cable, your internet service itself is down.

What an outage means for your bill

If your internet is down for an extended period — usually more than 24 hours — you may be may have access to to a credit on your bill. Contact your provider and ask about a service credit. Some providers offer it automatically; others require you to request it. The credit is usually a small amount, often $5 to $10 per day of outage, but it is worth asking for if the outage lasted long enough to affect your work or home life.

Keep a record of when the outage started and when service returned. If you had to work from somewhere else or incurred other costs because of the outage, mention that when you call. Providers are more likely to offer a larger credit if you can show the outage caused a real problem.

Frequently Asked Questions

Why do I have to restart my modem so many times?

A restart clears the modem's memory and forces it to reconnect to your provider's network. Most connection problems — slow speeds, dropped connections, inability to connect — are fixed by restarting. It is the first step providers recommend because it works about half the time and costs nothing.

Can I get a refund if my internet was down for a day?

Most providers offer a service credit rather than a refund. The credit is usually $5 to $10 per day and appears on your next bill. You typically have to request it by calling customer service. Some providers credit it automatically if the outage lasted 24 hours or longer, but this varies by company.

What if my modem lights are on but I still have no internet?

Restart both your modem and router, even though the lights are on. If that does not work, restart your device itself — your phone or computer may have a connection problem separate from your service. If multiple devices still cannot connect after restarting everything, contact your provider to report the issue.

Is it safe to unplug my modem while it is working?

Yes. Unplugging a modem is safe and does not damage it. This is the standard way to restart it. Just make sure you wait 30 seconds before plugging it back in so the device fully powers down.

How long do internet outages usually last?

Most outages last between 30 minutes and a few hours. Larger outages affecting many neighborhoods can last longer. Your provider's outage map usually shows an estimated restoration time. If service does not return by that time, check the map again — the estimate may have been updated.