Internet outages happen for different reasons, and knowing which one is affecting you changes what you can do about it
When your internet stops working, the problem is usually one of four things: your equipment at home has failed, your connection to your provider's network is broken, your provider's network itself is down, or your account has been suspended. The first two you can often fix yourself. The second two require your provider to act. Figuring out which one is happening takes about five minutes and a phone call or app check.
The speed of your fix depends on what broke. A loose cable takes seconds. A failed modem takes a day or two to replace. A fiber cut in your neighborhood can take a week. Your provider's billing system going down might resolve in hours. Knowing the difference keeps you from spending an hour restarting your router when the real problem is three blocks away.
Key Takeaways
- Check your modem and router lights first — if they show no connection to your provider, the problem is between your home and their network, not in your home equipment.
- Call your provider's outage line or check their app before you restart anything, because they already know if their network is down in your area.
- If your provider says the network is fine but you have no connection, the problem is your modem, cable, or account status — all things you can learn about in one call.
- Internet outages in your neighborhood usually last between two and eight hours, but fiber cuts or major equipment failures can take longer.
- Your provider's service level agreement (SLA) may offer credits for outages over a certain length, though most residential plans do not include them.
What the lights on your modem and router actually tell you
Your modem and router have lights that show whether they are working and whether they are connected to your provider. Learning to read these lights is the fastest way to know whether the problem is in your home or somewhere else.
The modem is the device that connects to the cable, fiber, or phone line coming into your home. It should have a light labeled "Online," "Internet," or "WAN" (wide area network). If that light is off or red, your modem is not connected to your provider's network. If it is green or solid, your modem sees the network. The router is the device that broadcasts WiFi to your devices. It should have a light labeled "WiFi" or "Wireless." If that light is off, WiFi is not broadcasting, but your internet connection might still be working through an ethernet cable.
If your modem's online light is off, unplug the modem for 30 seconds, then plug it back in. Wait two to three minutes for it to restart. If the light comes back on, your modem had a temporary failure and fixed itself. If the light stays off after three minutes, the problem is either the cable into your home, the modem itself, or your account status with your provider. Call your provider's support line and tell them the modem light is not coming on.
How to check if your provider's network is down
Before you do anything else, find out whether your provider is experiencing an outage in your area. Most providers have an outage map on their website or in their mobile app. You can also call their customer service line — they usually have an automated message that tells you about current outages before you reach a person.
To find the outage map, go to your provider's website and look for "outages," "service status," or "check for outages." Enter your address or zip code. The map will show whether an outage is affecting your area and how many customers are affected. It usually also shows an estimated time for service to return, though that estimate is often wrong by an hour or two.
If the map shows an outage in your area, there is nothing you can do except wait. Your provider is already working on it. If the map shows no outage but you have no internet, the problem is something specific to your home or account. Call your provider and tell them your modem light is off (or whatever you observed) and that the outage map shows no outage in your area.
What happens when the problem is your modem or cable
If your modem's online light will not come back on after a restart, and your provider says there is no outage in your area, the problem is either the modem itself or the cable connecting it to the wall. Your provider can usually tell which one by running a test from their end.
Call your provider's support line and tell them your modem light is not coming on and you have already restarted it. They will ask you to check a few things — usually whether the cable is plugged in firmly and whether you see any lights at all. Then they will run a test. If the test shows they can see your modem, the problem is likely inside your modem and it needs to be replaced. If the test shows they cannot see your modem at all, the problem might be the cable or a connection problem outside your home.
If your provider sends a replacement modem, it usually arrives in two to five business days. They will either ship it to you or have you pick it up at a local office. Some providers will send a technician to install it, but most send it with instructions and expect you to plug it in yourself. The old modem usually goes back in the box the new one came in, and you drop it off at a store or arrange a pickup.
When your account has been suspended or disconnected
If your modem lights look normal but you cannot connect to the internet, or if you can connect but all websites show an error page, your account might have been suspended. This usually happens because of a missed payment, but it can also happen if your provider suspects fraud or if you have violated their terms of service.
Call your provider's customer service line and ask whether your account is active. They will tell you when ready if it has been suspended. If it is a payment issue, you can usually restore service by paying the bill over the phone. If it is something else, they will explain what happened and what you need to do.
Some providers suspend accounts automatically if a payment is more than a few days late, and service returns within an hour of payment. Others require you to call to have the suspension lifted. Ask your provider how long it will take for your service to come back once the issue is resolved.
Internet outages in your neighborhood and how long they usually last
When your provider's network goes down in your area, the cause is usually a power failure at a local hub, a fiber cut, a failed piece of equipment, or a software problem. The time it takes to fix depends on what broke.
A power failure usually resolves in under an hour because backup power kicks in and then the main power comes back. A fiber cut — when construction or an accident damages the cable carrying data — can take four to eight hours because a technician has to physically repair or replace the cable. A failed piece of equipment might take two to four hours if a spare is available, or longer if the equipment has to be ordered. A software problem can sometimes be fixed in minutes once the provider's engineers identify it, or it can take hours if the fix is complex.
Your provider's outage map usually shows an estimated time for service to return, but that estimate is often inaccurate. If an outage has lasted longer than the estimate, call your provider to ask for an updated time. They can usually tell you whether the problem is taking longer than expected or whether the estimate was just wrong.
Service credits and what to expect after an outage
Some internet plans include a service level agreement (SLA) that offers a credit if an outage lasts longer than a certain amount of time — usually 24 hours for residential service. However, most residential plans do not include an SLA. Business plans are more likely to have one.
If your plan includes an SLA, your provider will usually explore the credit automatically after an outage. If it does not, you can ask your provider whether they offer any credit for the outage, but they are not required to give one. Some providers offer a one-time courtesy credit if you ask, especially if the outage lasted many hours or happened multiple times in a short period.
To find out whether your plan includes an SLA, check your bill or your provider's website. You can also call and ask. If you think you are owed a credit after an outage, call your provider within a few days and ask them to review the outage and your account.
Frequently Asked Questions
How do I know if the problem is my WiFi or my internet connection?
Plug a device directly into your router with an ethernet cable. If that device can reach the internet, your connection is working but your WiFi is not. If the wired device also cannot reach the internet, your connection itself is down. If you do not have an ethernet cable, restart your router by unplugging it for 30 seconds.
Why does my internet keep dropping and coming back?
Intermittent outages are usually caused by a loose cable, a failing modem, or interference with your WiFi signal. Check that all cables are plugged in firmly. If the problem continues, restart your modem and router. If it still happens, call your provider — the problem might be on their side of the connection.
Can I get a refund instead of a credit for an outage?
Residential internet plans almost never offer refunds for outages, only credits applied to your next bill. The credit amount is usually a small percentage of your monthly bill. Check your plan's terms or call your provider to ask what they offer.
What should I tell my provider when I call about an outage?
Tell them your address, what you observe (modem light is off, no connection, etc.), and whether the outage map shows an outage in your area. Have your account number ready. This information helps them route your call to the right team and speeds up the troubleshooting process.
How often do internet outages happen?
Most residential customers experience one or two outages per year lasting more than a few minutes, though this varies widely by provider and location. Areas with older infrastructure or frequent weather events tend to have more outages. You can ask your provider about outage history in your specific address.