How to learn about your internet is actually down
When your internet stops working, the first thing to know is whether the problem is in your home or in your neighborhood. An internet outage means the service provider's equipment or lines are broken somewhere between their office and your house — not your router or your device. You can check this in about two minutes using free tools that don't require you to call anyone.
The fastest way is to visit a website that tracks outages in real time. Downdetector and IsItDownRightNow are the two most common. Type your city name or zip code, and the site shows you whether other people in your area are reporting problems right now. If dozens of people report outages in the last hour and you're in that same neighborhood, your internet provider almost certainly has an outage.
Your internet provider's own website or app is the second place to check. Comcast, Verizon, AT&T, Charter, and most regional providers have an outage map you can access from any device with a data connection — use your phone's cellular data, not your home wifi. The map shows you whether there's a known outage near your address and usually tells you when service is expected to return.
Key Takeaways
- Downdetector and IsItDownRightNow show you whether other people nearby are reporting internet problems right now, which takes about two minutes.
- Your internet provider's own outage map is usually more accurate than third-party sites because they know exactly where their equipment is broken.
- If you see an outage reported but your internet works fine, the problem may be affecting only certain streets or buildings, not your whole area.
- A modem restart can fix problems that look like outages but are actually just your equipment getting stuck — unplug it for 30 seconds and plug it back in.
The difference between an outage and a problem with your equipment
Not every internet failure is an outage. Your modem, router, or the cables connecting them can fail without any problem at the provider's end. The way to tell the difference is to check whether other people around you are also without internet.
If the outage map shows nothing in your area but your internet is down, restart your modem first. Unplug it from power, wait 30 seconds, and plug it back in. While it's restarting, check that all cables going into the modem are pushed in firmly — the coaxial cable (thick and threaded), the power cable, and any ethernet cables. A loose connection can look exactly like an outage from inside your home.
If restarting doesn't work and no outage is reported nearby, the problem is likely in your home equipment or your account. That's when you need to contact your provider's support line. But if an outage is confirmed, calling support usually just puts you in a queue — the provider already knows about it and is working on it.
What to do while you're waiting for service to come back
During an outage, your internet provider is usually already aware and has a crew working on it. Calling to report it adds you to a queue but doesn't speed up the repair. The outage map will tell you the estimated time service will return, though that estimate often changes as the crew learns more about what's broken.
If you need internet urgently, use your phone's cellular data to create a hotspot. Most phone plans include this feature — go into your phone's settings, find "Personal Hotspot" or "Mobile Hotspot," and turn it on. You can then connect your laptop or other devices to your phone's data connection. This uses your phone's data allowance, so be aware of any limits on your plan.
If the outage lasts more than a few hours, some providers offer service credits or refunds for the downtime. Check your provider's website or ask about this when service returns. You usually have to request it — they don't automatically credit your account.
Understanding what causes outages in the first place
Internet outages happen for different reasons, and knowing which one is affecting you can help you understand how long it might last. Weather is the most common cause — heavy rain, snow, ice, or wind can damage cables or knock down poles that carry internet lines. These outages are usually fixed within hours once the weather clears and crews can safely access the equipment.
Construction or accidents are the second most common cause. A contractor digging in the street might hit a fiber optic cable, or a car accident might knock down a pole. These outages can last anywhere from a few hours to a full day depending on how much damage there is and how quickly crews can reroute service.
Equipment failure at the provider's facility is less common but can affect a larger area. A transformer might fail, or a router at the local hub might stop working. These usually take longer to fix because the provider has to order replacement parts or reroute traffic through other equipment.
Outage maps and why they're not always perfectly accurate
The outage maps you find online are helpful but not perfect. Downdetector and similar sites rely on people reporting problems, so if your neighborhood is older or less densely populated, there might be fewer reports even if an outage is real. Your provider's own map is usually more accurate because they monitor their own equipment directly.
Sometimes an outage affects only part of a neighborhood — maybe one street or one apartment building — while the rest of the area has service. The maps show outages at a city or zip code level, so they might show "no outage" even though your specific block is down. If you see conflicting information, check with neighbors to see if their internet is working.
Provider maps also sometimes lag behind reality. They might show an outage as resolved when crews are still working, or show an outage starting a few minutes after it actually began. If the map says service should be back but it isn't, wait another 15 to 30 minutes and refresh the page.
When to contact your provider and what to tell them
If an outage is confirmed on the map, you don't need to call unless you have a specific question like whether you'll get a credit. If no outage is reported but your internet is down, contact your provider's support line. Have your account number ready and be prepared to describe what you've already tried — restarting the modem, checking cables, and confirming no outage is reported in your area.
Some providers let you report an outage or check status through their app or website without calling. This is faster than the phone line and creates a ticket in their system. If you do call, the support person will likely ask you to restart your modem again (even if you already did) and may run a remote test on your equipment.
If you're told there's no outage but service still isn't working after troubleshooting, ask to be escalated to a technician or to schedule a technician visit. Sometimes the problem is in the line between the street and your house, which only a technician can diagnose.
Frequently Asked Questions
Can I get a refund or credit if there's an outage?
Most providers offer credits for outages lasting more than a certain length — usually four to eight hours, depending on the company. You typically have to request it by calling support or through your online account. Some providers automatically credit your account after a major outage, but this varies by provider and by how widespread the outage was.
Why does my internet keep dropping even though there's no outage reported?
Intermittent problems are usually caused by a weak signal, a failing modem, or interference from other devices. Restart your modem and move your router away from microwaves, cordless phones, and metal objects. If drops continue, contact your provider — they can run a line test to see if the signal strength to your home is too low.
What's the difference between Downdetector and my provider's outage map?
Downdetector crowdsources reports from users, so it shows where people are complaining. Your provider's map shows where they've detected actual equipment failures. The provider map is usually more accurate, but Downdetector can sometimes catch problems faster because it relies on real-time user reports rather than automated monitoring.
If my internet is down, how do I check the outage map on my phone?
Use your phone's cellular data, not your home wifi. Turn off wifi on your phone, then open a web browser and go to Downdetector.com or your provider's website. Your phone will use 4G or 5G data instead of your home internet, so you can see whether an outage is reported in your area.
How long do outages usually last?
Weather-related outages typically last a few hours. Equipment failures can last anywhere from a few hours to a full day. Major accidents or construction damage might take longer. Your provider's outage map usually shows an estimated restoration time, though this can change as crews assess the damage.