What "the internet is down" really means

When you say "the internet is down," you usually mean one of three different things, and figuring out which one is happening will save you hours on hold. Your AT&T service could be completely offline across your whole neighborhood. Your home network could be working fine but your specific devices cannot reach it. Or AT&T's servers could be working, but the website or app you are trying to use is broken on their end.

The first step is always the same: check whether the problem is in your house or outside it. If it is outside — a neighborhood outage — AT&T already knows about it and you do not need to report it. If it is in your house, you can often fix it yourself in five minutes.

Key Takeaways

  • Check your AT&T modem and router lights before calling support — a solid red light on the modem means the outage is outside your house, while no lights or blinking lights usually mean a problem you can fix.
  • Restart your modem by unplugging it for 30 seconds, then your router, then wait three to five minutes for both to fully come back online before testing.
  • Visit downdetector.com or AT&T's outage map to see if other people in your area are reporting problems, which tells you whether this is a neighborhood outage or just your equipment.
  • If your modem shows a solid red light and the outage map shows problems in your area, AT&T is already working on it — check back in a few hours rather than calling.
  • If only one device cannot connect while others work fine, the problem is that device, not AT&T — try forgetting the network and reconnecting.

Check the lights on your modem and router first

Your AT&T modem is the box that connects to the cable or fiber line coming into your house. Your router is the separate device that broadcasts WiFi, or it might be built into the modem. Both have small lights on the front that tell you what is happening.

On an AT&T modem, look for the light labeled "Internet" or a globe symbol. A solid green light means your connection to AT&T is working. A solid red light means AT&T's network is down on your street — the problem is not in your house. A blinking or off light usually means your modem needs a restart, or the cable connection is loose.

On your router, a solid green or blue light means it is working. If the WiFi light is off, your devices cannot connect even if the modem is fine. Check that the WiFi button on the router itself has not been accidentally turned off — some routers have a physical switch.

Restart your modem and router in the right order

Unplugging and plugging back in fixes about 70 percent of connection problems. The order matters because your modem needs to connect to AT&T before your router can connect to the modem.

First, unplug the modem from power. Wait 30 seconds — this clears out the device's memory. Plug it back in and wait for the lights to stabilize. The Internet light should go from blinking to solid green, which takes about two to three minutes. Do not move to the next step until this light is solid.

Once the modem is solid green, unplug the router. Wait 30 seconds and plug it back in. Wait another two to three minutes for the router lights to stabilize. Then try connecting a device to the WiFi or ethernet and test whether you can reach a website.

Check whether the outage is in your neighborhood or just your house

Visit downdetector.com and search for "AT&T Internet." The map shows where people are reporting problems right now. If you see a cluster of reports in your city or neighborhood, AT&T has a real outage and you do not need to call — they already know.

AT&T also runs its own outage map at att.com/network/status. Enter your zip code and it will tell you whether AT&T is aware of an outage in your area. If it says there is an outage, check back in a few hours. If it says everything is normal but your modem still shows a red light, call AT&T support at 611 from an AT&T phone or 1-800-331-0500 from any phone.

Test whether the problem is one device or your whole connection

If some of your devices can reach the internet but others cannot, the problem is not AT&T. Try these steps on the device that is not working.

On a phone or laptop, go to your WiFi settings, find your AT&T network, and tap "Forget." Then reconnect by selecting the network again and entering your password. Wait 30 seconds after reconnecting before testing. If that does not work, restart the device itself — turn it completely off, wait 10 seconds, and turn it back on.

If one device still cannot connect but others work fine, the issue is with that device's WiFi chip or settings, not your internet service. You can use the other devices normally while you troubleshoot that one separately.

When to call AT&T support and what to tell them

Call AT&T if your modem light is solid red, the outage map shows problems in your area, and it has been more than a few hours. Have this information ready: your account number (on your bill), the color of the Internet light on your modem right now, and whether you have restarted the modem.

If the outage map shows no problems in your area but your modem is still red, call and tell them you have restarted the modem and the Internet light is still red. They will either send a technician or walk you through more detailed troubleshooting. If you are on hold for more than 20 minutes, hang up and try again later — AT&T's wait times spike during large outages.

What to do while you wait for service to come back

If AT&T is down in your neighborhood, you cannot fix it yourself. Use your phone's cellular data to do urgent tasks — most phones can share data with a laptop through a feature called tethering or hotspot. Go to your phone's settings, find "Hotspot" or "Personal Hotspot," turn it on, and connect your laptop to it like a WiFi network.

If you need to work from home and cannot wait, consider going to a coffee shop, library, or coworking space with WiFi. Many libraries offer free WiFi without requiring you to be inside the building. Check whether your phone plan includes unlimited data before using hotspot for hours — some plans throttle or charge extra after a certain amount.

Frequently Asked Questions

How long do AT&T outages usually last?

Most outages last between 30 minutes and four hours. Larger outages affecting whole neighborhoods can last longer. AT&T's outage map usually gives an estimated time to restore service, though that estimate often changes as technicians learn more about the problem.

Will AT&T credit my account if the internet is down?

AT&T may offer a credit for outages that last more than 24 hours, but you usually have to request it. Call support after service is restored and ask whether you are may be able to access for a credit based on how long the outage lasted.

What if my modem light is blinking green instead of solid green?

A blinking green light usually means the modem is still connecting to AT&T's network. Wait another minute or two. If it keeps blinking after five minutes, restart the modem again. If it still blinks after the restart, the cable connection might be loose — check that the coaxial cable screwed into the back of the modem is tight.

Can I check if AT&T is down without restarting my modem?

Yes. Visit downdetector.com or att.com/network/status to see if others in your area are reporting problems. You can also call AT&T's automated outage line at 611 from an AT&T phone, which will tell you whether there is a known outage in your area without requiring you to speak to a person.

What does it mean if my WiFi is working but I cannot reach any websites?

Your router is connected but your modem cannot reach AT&T's network. Check that the Internet light on the modem is solid green. If it is, restart the modem. If the light is red or blinking, AT&T's connection is down and you need to wait or call support.