Where to learn about your internet is down

When your internet stops working, the first question is whether the problem is in your home or across your neighborhood. The fastest way to find out is to check your internet service provider's outage map — most major providers have one you can access from your phone even when your home internet is down, using mobile data or a neighbor's WiFi.

Go to your provider's website directly (not through a search engine, which may show outdated results). Look for a link labeled "outages," "service status," or "check for outages." Comcast Xfinity, Verizon Fios, AT&T, Charter Spectrum, and Cox all maintain live outage maps showing which neighborhoods are affected and estimated repair times. If you cannot find the link on the homepage, try searching the provider's website for "outage map."

If you cannot access the website, call your provider's customer service number — it is usually on your bill or on the back of your modem. A representative can tell you when ready whether an outage is affecting your address. Have your account number or phone number ready.

Key Takeaways

  • Your internet provider's outage map is the most reliable source and shows real-time status for your specific neighborhood.
  • You can access the outage map on mobile data or WiFi from another device even when your home internet is down.
  • If the outage map shows no problems in your area, the issue is likely in your home — usually the modem, router, or cables.
  • Calling your provider's customer service is faster than waiting for a technician if you need to know the outage status when ready.
  • Third-party outage tracking sites like Downdetector show reports from other users but are less precise than your provider's official map.

What to check before assuming it is an outage

Before you report an outage, verify that the problem is not in your home. Restart your modem first — unplug it from power, wait 30 seconds, and plug it back in. While it restarts (usually 2 to 3 minutes), restart your router the same way. This fixes the majority of connection problems that look like outages.

Check that all cables are plugged in firmly. The coaxial cable (thick, threaded cable) should be hand-tight at both the wall outlet and the modem. The ethernet cable from the modem to the router, if you use one, should click into place. Loose cables are the second most common cause of lost internet.

If you have a modem and router, check the lights on both devices. A solid green or blue light usually means the connection is working. A red light, blinking red, or no light at all suggests a problem. Look up your specific modem model online plus "light meanings" to understand what your lights are telling you — different manufacturers use different colors.

Using your provider's outage map

Open your provider's outage map and enter your address or ZIP code. The map will show whether an outage is reported in your area, how many customers are affected, and the estimated time service will be restored. Some maps are more detailed than others — Comcast's map shows street-by-street status, while others show only neighborhood-level information.

If the map shows an outage affecting your address, note the estimated restoration time. Most providers update this estimate every 30 minutes as technicians work. You do not need to call — the provider already knows about the outage and is working on it. Calling during a widespread outage can actually slow down customer service lines.

If the map shows no outage in your area, the problem is in your home. Go back and check your modem and router lights, cables, and restart both devices again. If the internet still does not work after that, the issue may be with your modem or router hardware, and you will need to contact your provider for a replacement or a technician visit.

Third-party outage tracking sites

Downdetector and IsItDownRightNow are websites where users report internet problems in real time. These sites can give you a sense of whether other people in your city are experiencing issues, but they are less precise than your provider's official map. A spike in reports on Downdetector might mean a widespread outage, or it might mean a few users in one neighborhood are having trouble.

Use these sites only as a secondary check. If Downdetector shows hundreds of reports in your city but your provider's outage map shows nothing, check your provider's map again — it is the authoritative source. If your provider's map shows an outage but Downdetector shows nothing, the outage may be small or very recent and not yet reported by users.

What to do while you wait for service to return

If an outage is confirmed in your area, there is nothing you can do to speed up the repair. Technicians are already working on it. Use mobile data to stay connected if you need internet for work or urgent tasks. If you have a mobile hotspot plan, you can connect your devices to your phone's hotspot temporarily.

If the outage lasts longer than the estimated restoration time, call your provider again. Occasionally estimates are wrong, and the representative can give you an updated time or escalate the issue. Keep your modem and router plugged in — do not unplug them to try to "reset" the outage, as this will not help and may delay your connection when service returns.

Outages caused by weather or accidents

Major storms, heavy snow, and vehicle accidents can damage cables and cause outages that affect entire neighborhoods. These outages usually take longer to repair because technicians have to locate and physically fix damaged lines. Your provider's outage map will note if the outage is weather-related, and the estimated restoration time will reflect the repair work needed.

If an outage is weather-related, service may be restored in stages — some streets may get power back before others as technicians work through the damage. Check the outage map periodically for updates. If your area is still without service 24 hours after the estimated restoration time, call your provider to confirm they are still working on your neighborhood.

Reporting an outage if none is listed

If your internet is down but your provider's outage map shows no problems in your area, you can report the issue directly through the map or by calling customer service. When you report it, have your address and account number ready. The representative will confirm whether an outage is affecting you and may schedule a technician visit if the problem is in your home.

If you report an outage and the map updates to show one in your area shortly after, you were among the first to report it — the provider is now aware and has dispatched technicians. If the map still shows nothing after you report it, the problem is likely inside your home, and you will need a technician visit to diagnose it.

Frequently Asked Questions

Can I get a refund or credit if there is an outage?

Most providers offer service credits for outages lasting more than a few hours, though the amount varies. Contact your provider's customer service after the outage is resolved and ask about a credit. Some providers explore it automatically; others require you to request it. Check your bill the following month to see if a credit was applied.

Why does the outage map show an outage but my internet is working?

Outage maps sometimes show larger areas than are actually affected, or the map may not have updated yet. If your internet is working, you are not affected by the outage. The map will update within a few minutes as the situation changes. You do not need to do anything.

What if I cannot access my provider's website to check the outage map?

Use mobile data on your phone or borrow a neighbor's WiFi to reach the website. If you still cannot access it, call your provider's customer service number from your phone. The number is usually on your bill, on your modem, or in your provider's app if you have it installed.

How long do outages usually last?

Most outages last between 30 minutes and 2 hours. Outages caused by weather, accidents, or damage to main cables can last 4 to 24 hours or longer. Your provider's outage map will give you an estimated restoration time based on what technicians have found.

Should I unplug my modem during an outage?

No. Leave your modem and router plugged in so they reconnect automatically when service returns. Unplugging them will not speed up the repair and may cause a delay when your connection comes back online.