How to know whether your internet problem is widespread or just your connection
When your internet stops working, the first question is whether the problem is on your end or your provider's end — because the answer changes what you can actually fix. A widespread outage affecting your whole neighborhood looks the same as a router that needs to be unplugged: both leave you without internet. But one requires a phone call to your provider and the other requires you to wait 30 seconds.
The fastest way to find out is to check a status page or a crowdsourced outage map. Your internet provider maintains a status page (usually at status.[providername].com) that shows active outages by region. Sites like Downdetector and IsItDownRightNow let you search your provider by name and see whether other people in your area are reporting problems right now. If hundreds of people in your zip code reported an outage in the last hour, your provider knows about it and is working on it. If you are the only one, the problem is almost certainly on your side.
Key Takeaways
- Check your provider's status page or Downdetector first — if other people nearby are offline too, it is a widespread outage and you should wait rather than troubleshoot.
- If no one else is reporting problems, restart your router by unplugging it for 30 seconds, then plug it back in and wait two minutes for it to fully boot.
- If restarting the router does not work, check whether your modem has lights on — no lights usually means a power issue or a dead device.
- Your provider's customer service number is on your bill or on their website; most outages are resolved within a few hours, but you can ask for an estimated time.
What a status page actually tells you
Your internet provider's status page is a real-time map of where they know about problems. Comcast, Verizon, AT&T, Charter, and most other major providers have one. The page usually shows which cities or regions are affected, when the outage started, and sometimes an estimated time to repair. If your address is in a region marked as "investigating" or "major outage," you are not going to fix this yourself — the provider's engineers are already working on it.
The status page is not perfect. It can lag by 15 to 30 minutes behind the actual outage, and some providers are slower than others at updating it. But if it says there is an outage in your area and you have no internet, you have your answer. If it says everything is normal and you have no internet, the problem is your equipment or your connection to the provider's network.
Restarting your router: the one fix that actually works most of the time
Before you call anyone, unplug your router (the device that broadcasts your Wi-Fi, usually a box with antennas or a flat rectangle) from the power outlet. Wait 30 seconds. Plug it back in. Wait two full minutes for it to boot up — you will see lights come on, and they may blink for a while. This is normal.
Restarting clears the router's memory and forces it to reconnect to your provider's network. It fixes a surprising number of internet problems because routers can get stuck in a bad state after a power blip, a software glitch, or just running for too long without a restart. If you have been without internet for more than a few minutes, this is worth doing before you call your provider.
If the lights on your router do not come back on after you plug it in, check that the power cable is actually plugged into the wall outlet and that the outlet has power. Plug a lamp into the same outlet to test it. If the outlet works but the router still has no lights, the router itself may be dead and will need to be replaced.
Checking your modem and cables
Your modem is the device that connects to your provider's network — it is usually separate from your router, though some providers combine them into one box. The modem typically has lights on the front. A light labeled "internet" or "online" should be solid green or blue when everything is working. If that light is red, orange, or off, your modem is not connected to the provider's network.
Check that the cable running from the wall (the coaxial cable, which looks like a thick TV cable) is screwed firmly into the back of the modem. If it is loose, screw it in by hand. Check that the power cable is plugged in. If the modem still has no lights after you restart it, try unplugging it for 30 seconds just like the router.
If the modem has lights but the "internet" light is still not green, and your provider's status page shows no outage, call your provider's customer service line. They can run a test from their end to see whether the modem is connecting properly. The number is on your bill or on their website.
When to call your provider
Call your provider if restarting both your router and modem does not restore internet within five minutes, or if your provider's status page shows an outage in your area. Have your account number ready — it is on your bill. Be ready to tell them what lights you see (or do not see) on your modem and router.
Most providers have a phone tree that lets you check outage status before you talk to a person. If you reach a representative, they can tell you whether there is a known outage, when it started, and when they expect to have it fixed. If there is no outage on their end, they may walk you through additional troubleshooting steps or schedule a technician visit.
Technician visits usually happen within 24 to 48 hours, though some providers offer same-day service for an extra fee. If you need internet urgently, ask whether your provider offers a mobile hotspot or temporary service while they work on the problem.
Using your phone as a backup while you wait
If your home internet is down and you need to get online, you can use your phone's mobile hotspot to connect a laptop or tablet. Go to your phone's settings, find the hotspot or tethering option, and turn it on. Your other devices will see it as a Wi-Fi network. This uses your phone's cellular data, so if you have a limited data plan, be careful about what you read.
Mobile hotspot is slower than home internet and uses battery quickly, so it is a temporary solution. But it works for email, messaging, video calls, and light browsing while you wait for your home internet to come back.
Frequently Asked Questions
How long do internet outages usually last?
Most outages are fixed within two to four hours. Larger outages affecting whole regions can take longer — sometimes six to eight hours or more. Your provider's status page usually gives an estimated repair time, though that estimate can change as they learn more about the problem.
Can I get a refund or credit if my internet is down?
Many providers offer service credits for outages that last longer than a certain amount of time — often four to six hours. You usually have to request the credit by calling customer service or submitting a claim through your account. Check your provider's policy on their website or ask when you call about the outage.
What if my internet keeps dropping even though it is not completely out?
Intermittent drops are often caused by a weak Wi-Fi signal, interference from other devices, or a modem that is overheating. Try moving closer to your router, restarting both devices, or checking whether your modem feels hot to the touch. If the problem continues, call your provider — it could be a line issue on their end.
Is it safe to restart my router during a storm?
Yes, unplugging and replugging your router is safe. If you are worried about lightning, you can use a surge protector. However, if there is active lightning very close by, it is safer to leave electronics unplugged until the storm passes. Most internet problems from storms are on the provider's side anyway, so restarting will not help until power is stable.
What does it mean if my router keeps restarting on its own?
A router that restarts repeatedly is usually overheating, has a failing power supply, or has a software problem. Make sure it has space around it for air to circulate and is not in a hot closet or cabinet. If it keeps restarting after that, it may need to be replaced. Call your provider to ask whether they can send you a replacement or whether you need to buy a new one.