How to know whether your connection is broken or just slow
Your internet is down if you cannot reach any website or service at all — not if one site is slow or one video buffers. A real outage means your modem has no connection to your internet service provider, or your provider's network is broken in your area. A slow connection or a single website that will not load is usually something else: a problem with that one website, too many devices using your bandwidth at once, or interference with your WiFi signal.
The fastest way to tell the difference is to try a second device on the same network. If your phone cannot load anything on WiFi but your laptop can, the problem is your phone. If both devices fail on WiFi but work fine on cellular data, your WiFi router is the problem. If both devices fail on both WiFi and cellular, your internet service is actually down.
Key Takeaways
- A real internet outage means no websites load on any device, not that one site is slow or one app is frozen.
- Test with a second device on the same network to separate WiFi problems from internet service problems.
- Restart your modem and router by unplugging them for 30 seconds before you call your provider.
- Your provider's website or customer service line can tell you whether an outage is happening in your area right now.
- A single slow website usually means that website's server is overloaded, not that your internet is down.
Check your modem and router lights
Your modem is the box that connects to your internet service provider's network. Your router is the box that broadcasts WiFi to your devices. Most modems have a light labeled "Internet" or "Online" — if that light is off or red, your modem has no connection to your provider. Most routers have a light labeled "WiFi" or a WiFi symbol — if that light is off, your router is not broadcasting, even if the modem is connected.
If the Internet light on your modem 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 and stays on, the outage is over. If it stays off or blinks red, your service is still down.
If the Internet light is on but your WiFi light is off, restart your router the same way: unplug it for 30 seconds and plug it back in. If the WiFi light comes back on, your router was the problem, not your internet service.
Test with a wired connection
WiFi can fail even when your internet service is working. The fastest way to know for sure is to plug one device directly into your router with an ethernet cable. If that device can load websites, your internet service is fine — the problem is your WiFi signal or a device that cannot connect to it.
Most laptops have an ethernet port. Phones and tablets do not, so you may need a USB adapter. If you do not have a cable or adapter, use a second device on WiFi instead. If two different devices both fail on WiFi, restart your router. If they both fail on WiFi but work on cellular data, your router needs to be replaced or repaired.
Check whether the outage is in your area
Your internet service provider's website usually has an outage map or status page. Go to your provider's main website and look for a link that says "Service Status", "Outage Map", "Check for Outages", or "Network Status". Enter your address or zip code. If an outage is happening in your area, the map will show it and usually say how many customers are affected and when service is expected to return.
If the status page says no outage is happening, the problem is on your side: your modem, router, or a device. If it says an outage is happening, there is nothing you can do except wait. Your provider is already working on it.
You can also call your provider's customer service line. They can tell you in 30 seconds whether an outage is happening in your area. The number is usually on your bill or on the back of your modem.
Restart your modem and router in the right order
If your modem and router are both on but nothing is loading, restart them both. Always restart the modem first, then the router. Unplug your modem, wait 30 seconds, and plug it back in. Wait two to three minutes for it to fully restart — the Internet light should stop blinking and stay solid. Then unplug your router, wait 30 seconds, and plug it back in. Wait another minute for it to restart.
This fixes most connection problems that are not caused by an outage. If websites still will not load after both devices have restarted, check the outage map or call your provider.
Understand the difference between slow and down
Slow internet and no internet are not the same thing. If websites load but take a long time, or if videos buffer, your internet is slow, not down. Slow internet usually means too many devices are using your network at once, someone is downloading a large file, or your WiFi signal is weak.
If one website loads slowly but others load fine, that website's server is overloaded, not your internet. If Netflix buffers but Google loads when ready, your internet is working — Netflix is just slow right now. You can check a website's status on a site called DownDetector, which shows whether other people are reporting problems with that site.
To speed up a slow connection, restart your router, move closer to it, close apps and browser tabs you are not using, or ask other people in your home to stop streaming or downloading. If your internet is slow all the time, not just sometimes, contact your provider — you may be paying for faster service than you are actually getting.
What to do if your provider says there is no outage
If the outage map shows no outage and your modem and router are both restarted, the problem is either your equipment or your account. Restart your modem one more time and wait the full three minutes. If that does not work, try the wired connection test again — plug a device directly into your router with an ethernet cable.
If the wired connection works but WiFi does not, your router needs to be replaced. If neither works, your modem may need to be replaced. If you rent your modem from your provider, call them and ask for a replacement. If you own it, you can buy a new one or call your provider to troubleshoot further.
If your provider's support line cannot fix it over the phone, they may send a technician to your home. This usually costs money if the problem is your equipment, but is free if the problem is on their side.
Frequently Asked Questions
Why does my internet work on my phone but not my laptop?
Your phone and laptop are probably connecting differently. If your phone works on cellular data but your laptop does not, your laptop's WiFi is broken. If both work on cellular but only your phone works on WiFi, your laptop cannot connect to your router. Restart your router and try again, or move your laptop closer to it.
Does restarting my modem delete anything?
No. Restarting your modem does not delete files, passwords, or settings. It just turns it off and back on. Your internet service will be down for two to three minutes while it restarts, but nothing on your devices will be affected.
What if my internet keeps dropping and coming back?
Intermittent outages usually mean your modem is overheating, your router is too far away, or there is interference with your WiFi signal. Restart both devices and make sure your modem has space around it for air to flow. If it keeps happening, call your provider — your modem may be failing.
Can I check if my internet is down without restarting anything?
Yes. Check your modem's Internet light and your provider's outage map. If the light is on and the map shows no outage, your internet is working — something else is the problem. If the light is off or red, restart your modem.
How long does an internet outage usually last?
Most outages last less than an hour. Your provider's outage map usually shows an estimated time for service to return. If an outage lasts more than a few hours, call your provider to ask whether they are still working on it.