What "internet out" really means
When you say your internet is out, you usually mean one of three things: your device cannot reach the internet at all, your connection is so slow it feels broken, or you can reach some websites but not others. The cause matters because the fix is different each time.
Most people assume the problem is with their internet service provider — the company that sends the signal into their home. Often it is not. A loose cable, a router that needs restarting, or a problem with a single website can all feel like "the internet is down" when you are sitting at your device.
Key Takeaways
- Before you call your provider, restart your router by unplugging it for 30 seconds, then plugging it back in and waiting two minutes for it to fully restart.
- Test your connection on a different device — a phone on WiFi, a tablet, a laptop — to tell whether the problem is your device or your network.
- Check whether you can reach any website at all, or only some websites, because that tells you whether the outage is on your end or your provider's.
- Your provider's website or app usually shows outage maps and current service status, and you can check it on your phone's cellular data if your home internet is down.
- If multiple devices cannot reach the internet and your router has restarted, the problem is likely with your provider, and you should contact them with your account number ready.
The first thing to try: restart your router
A router is the box that broadcasts WiFi and connects your devices to the internet. Most home internet problems go away after restarting it, because routers can get stuck in a confused state after running for weeks or months without a break.
Unplug the power cable from the back of your router. Wait 30 seconds — actually wait, do not just count to five. Set a timer. Then plug it back in. The lights on the front will flash and change color as it restarts. Wait two full minutes before testing your internet, because the router needs time to reconnect to your provider's network.
If your internet comes back after the restart, you are done. If it does not, move to the next step.
Test on a different device to narrow down the problem
Pick a different device — a phone, a tablet, a laptop, anything that can connect to the internet. If you have a phone, turn off cellular data first so it has to use WiFi. Try to open a website or load a social media app.
If the second device works fine, the problem is with your first device, not your internet. That device may have a broken WiFi chip, outdated software, or a setting that is blocking the connection. The internet itself is working.
If the second device also cannot reach the internet, the problem is your network or your provider. Move to the next step.
Check whether some websites work or none do
Try to reach a few different websites. Open Google in one browser tab, Facebook in another, your bank's website in a third. Do all of them fail to load, or do some work while others do not?
If none of them load, your internet connection itself is down — either your router has lost its connection to your provider, or your provider's service is out in your area. If some websites load but others do not, your internet is working, but those specific websites or services are having problems on their end.
You can also try opening a website you have never visited before, like example.com, to rule out the possibility that your device has cached an old version of a page.
Check your provider's outage map
Your internet provider maintains a map or status page showing where service is down. You can reach it on your phone using cellular data if your home internet is not working.
Search for "[your provider name] outage map" or "[your provider name] service status." Common providers include Comcast Xfinity, Verizon Fios, AT&T, Charter Spectrum, and Cox. The page will show your address or your area and tell you whether an outage is reported.
If an outage is listed, your provider already knows about it and is working on it. You do not need to call. If no outage is listed but your internet is still down, the problem is likely on your side — a cable connection, your router, or a setting on your device.
Check the cables and connections
Look at the back of your router and the modem (the box that connects to the wall outlet or cable). You should see cables plugged in. One cable comes from the wall — that is the one bringing the signal from your provider. Other cables connect the modem to the router and the router to your devices.
Unplug each cable and plug it back in firmly. Sometimes a cable works loose and looks plugged in when it is not. Pay special attention to the cable coming from the wall, because that is the one that brings your internet into the house.
If you have a modem and a router as separate boxes, make sure the cable between them is plugged in on both ends. After you reseat the cables, wait two minutes for the devices to reconnect, then test your internet again.
When to contact your provider
Call your internet provider if you have restarted your router, tested on multiple devices, checked the cables, and still cannot reach any websites. Have your account number ready — you can find it on your bill or in your provider's app.
Tell them what you have already tried. Say something like: "I restarted my router, tested on two different devices, and neither can reach any websites. The outage map does not show an outage in my area." This tells them you have ruled out the obvious causes and saves time.
If an outage is listed on the provider's map, you can usually skip the call. Outages are fixed automatically once the provider's equipment is repaired, and calling will not speed it up. You can check the map again in an hour or two to see if service has been restored.
Frequently Asked Questions
Why does restarting the router actually fix things?
Routers are small computers that manage connections between your devices and the internet. After running for weeks, they can get stuck in a state where they are not communicating properly with your provider's network. Unplugging and replugging forces the router to start fresh and reconnect cleanly.
What if my WiFi shows as connected but websites will not load?
Your device is connected to the router, but the router has lost its connection to the internet. Restart the router first. If that does not work, check that the cable from the wall is plugged firmly into the modem or router. If you have both a modem and a router, the cable between them must also be plugged in on both ends.
Can I use my phone's hotspot if my home internet is down?
Yes. Turn on your phone's hotspot feature and connect your other devices to it. You will use your phone's cellular data instead of your home internet, so be aware that this may count against your phone's data limit if you have one. It works for checking email or browsing, but not for large downloads or streaming video.
How long do outages usually last?
It varies widely. A router restart might take two minutes. A cable that came loose might take five minutes to reseat. A provider outage in your area could last anywhere from 30 minutes to several hours, depending on what broke and how quickly the provider can fix it. Check the outage map for an estimate.
What if the outage map says there is no outage but my internet is still down?
The outage map shows widespread problems, not problems affecting a single address. Your issue could be a problem with the line running to your house specifically, a bad modem, or a setting on your device. After restarting the router and checking cables, contact your provider and describe what you have tried. They can run a test on your line from their end.