Your internet is down because something between your device and your internet service provider is broken or misconfigured

When your internet stops working, the problem lives in one of four places: your device, your home network equipment (router and modem), your internet service provider's network, or the physical line running to your house. Most of the time it is your equipment, not the provider. The fastest way to know which is to restart your modem and router, then check whether you can reach a website. If that does not work, the next step depends on what you see on your screen.

Before you call your provider, you need to know whether the problem is on your side of the line or theirs. This saves you an hour on hold and tells the technician what to actually fix when you do call.

Key Takeaways

  • Restart your modem first (unplug it for 30 seconds), then your router, then try to reach a website to see if that fixes it.
  • If your device connects to the network but cannot reach websites, the problem is usually your modem or your provider's network, not your router.
  • If your device cannot find or stay connected to your network at all, the problem is usually your router or your device's wireless card.
  • Your provider's status page or a quick call to their support line tells you whether they have an outage in your area right now.
  • If restarting does not work and your provider has no outage, you likely need a technician visit or new equipment.

How to tell if the problem is your equipment or your provider

Unplug your modem (the box that connects to the cable or phone line coming into your house) and leave it unplugged for 30 seconds. Plug it back in and wait two minutes for the lights to stabilize. Then unplug your router (the separate box that broadcasts your wireless network, or sometimes built into the modem) and plug it back in. Wait another two minutes.

Now try to reach a website on any device. If it works, you are done — a restart fixed it. If it does not work, open your provider's website on your phone using mobile data (not your home network) and look for a service status page. Most large providers have one: Comcast has xfinity.com/support, Verizon has verizon.com/support, AT&T has att.com/support. Search for your zip code or address. If there is an outage listed, your provider knows about it and is working on it. You cannot fix this yourself.

If there is no outage listed, the problem is either your equipment or a line issue the provider has not detected yet. The next step is to figure out which.

When your device cannot find your network at all

If your phone or computer cannot see your wireless network in the list of available networks, or it connects and when ready disconnects, the problem is almost always your router. The modem is working (it passes data to the router), but the router is not broadcasting or maintaining the signal.

Try restarting the router again — unplug it, wait 30 seconds, plug it back in, and wait two minutes. If that does not work, check whether the router has a reset button (usually a small hole on the back). Pressing it with a paperclip will erase all your settings and return the router to factory defaults, which means you will have to set up your network name and password again, but it often fixes connection problems.

If the router still will not broadcast a network after a reset, it is likely broken and needs replacement. Call your provider to ask whether they own the router (many do, and will replace it for free) or whether you own it (in which case you bought it yourself and will need to replace it yourself).

When your device connects but websites do not load

Your phone or computer shows it is connected to your network, but when you try to open a website, nothing happens or you get an error message. This means your device can talk to your router, but your router cannot talk to the internet. The problem is your modem or your provider's network.

Check the lights on your modem. Most modems have a light labeled "Internet" or "Online" that should be solid green or blue when everything is working. If that light is red, orange, or off, your modem is not connected to your provider's network. Restart the modem again (unplug for 30 seconds, plug back in, wait two minutes). If the light does not turn green after two minutes, the problem is either a line issue or the modem itself.

Call your provider's support line and tell them: "My modem's internet light is not turning on after a restart." They can check whether the line is working on their end and, if it is, send a technician to look at the physical connection or replace the modem.

When only one device cannot connect

If your phone works fine but your laptop does not, or vice versa, the problem is not your network — it is that one device. Restart the device that is not working. If it still cannot connect, "forget" the network on that device and reconnect to it: on most phones and computers, you can do this in the wireless settings by finding your network name and selecting "forget" or "remove", then selecting it again and entering your password.

If the device still will not connect after that, the device's wireless card may be broken or the software may be corrupted. This is not something your internet provider can fix — you would need to take the device to a repair shop or replace it.

When your internet is slow instead of completely down

Slow internet is different from no internet, and the causes are different. If websites load but take a long time, or if video streaming keeps stopping to buffer, restart your modem and router first. If that does not help, the problem is usually either too many devices using the network at once, interference from other wireless networks or devices, or a problem on your provider's side.

Move your router to a central location in your house, away from walls and metal objects, and away from other wireless devices like cordless phones or microwave ovens. If you have many devices connected (more than 10), some of them may not get enough bandwidth. Disconnect devices you are not using. If the problem persists and your provider has no outage, call them and ask them to check your line speed — they can measure it from their end and tell you whether you are getting the speed you are paying for.

What to tell your provider when you call

Before you call, write down: whether your modem's internet light is on or off, what color it is, whether your router is broadcasting a network, whether your device can connect to the network, and whether you can reach any websites. This takes two minutes and saves 20 minutes of the technician asking you these questions one at a time.

Tell them: "I restarted my modem and router. The internet light on my modem is [color]. My device [can/cannot] connect to the network. [If it connects:] Websites [do/do not] load." If there is an outage, they will tell you when it is expected to be fixed. If there is not, they will either walk you through more steps or schedule a technician visit.

Frequently Asked Questions

How long should I wait after restarting before I know if it worked?

Wait two minutes after plugging the modem back in, and another two minutes after plugging the router back in. The lights should stop blinking and settle into a steady color. If you try to use the internet before the router is fully booted, it may not work even though it will work 30 seconds later.

Do I need to restart both the modem and the router, or just one?

Restart both, in order: modem first, then router. The modem connects to your provider's network, and the router connects to the modem. If you restart only the router, it will reconnect to a modem that may still be having problems.

What does it mean if my modem light is blinking instead of solid?

A blinking light usually means the modem is still starting up or is trying to connect to your provider's network. Wait two full minutes after plugging it in. If the light is still blinking after two minutes, restart it again. If it never turns solid, call your provider.

Can I fix this by restarting my computer or phone instead of the modem?

Restarting your device will not fix a modem or router problem. Restart your device only if it is the only device that cannot connect to the network. If multiple devices cannot connect, the problem is your network equipment, not your device.

What if I restart everything and it still does not work?

Check your provider's status page one more time. If there is no outage, call your provider's support line and tell them what you have already tried. They can check your line from their end and either walk you through more steps or send a technician. Do not wait more than a day — the longer you wait, the longer you are without internet.