Start with the maker of your device, not your internet provider
When something stops working on your computer, phone, or tablet, the first person to contact depends on what broke. If the device itself is the problem — the screen won't turn on, the keyboard doesn't respond, the battery won't charge — contact the manufacturer. That's Apple for iPhones and Macs, Samsung for many Android phones, Microsoft for Surface devices, Dell or Lenovo for most laptops. The manufacturer built the device and knows how to fix it.
If the problem is your internet connection — you can't load websites, email won't sync, video calls keep dropping — contact your internet service provider (ISP). That's the company you pay for internet each month: Comcast, Verizon, AT&T, or a local cable company. They own the lines and equipment that bring internet to your home. Your device itself is working fine; the connection to the outside world is broken.
The confusion happens because both can seem like they're the same problem. Your phone won't load Instagram. Is that Apple's fault or your ISP's fault? Test by opening a different app that needs internet — like email or weather. If that also fails, it's your internet. If only Instagram fails, it's probably Instagram's servers, not your device or connection.
Key Takeaways
- Contact the device manufacturer (Apple, Samsung, Microsoft, Dell) if the device itself won't turn on, charge, or respond to touch or keyboard input.
- Contact your internet service provider if you can connect to the device but have no internet — no websites load, email won't sync, or video calls drop.
- Test whether the problem is your internet by trying a different app that needs internet; if multiple apps fail, it's your connection, not the device.
- Have your device model number, serial number, and proof of purchase ready before you call, because support will ask for these to confirm warranty coverage.
- If you bought the device from a retailer like Best Buy or Costco, you can also contact them first — they often handle returns and exchanges faster than the manufacturer.
How to find your device manufacturer's support number
The fastest way is to search the web for "[your device] support" — for example, "iPhone support" or "Dell laptop support." This takes you to the official support page, where you can find a phone number, live chat, or a form to describe your problem. Bookmark this page because you may need it again.
You can also find the support number on the device itself. Look at the back or bottom for a website address or phone number printed there. Open the Settings app on your device (usually a gear icon) and look for "About" or "Device Information" — this page often lists the manufacturer and a support link.
Keep your device's serial number and model number handy before you call. The serial number is a unique code for your specific device; the model number identifies which version you own. Both are usually on the back of the device, in the Settings app under "About," or on your receipt. Support will ask for these to look up your warranty and what repairs are covered.
How to find your internet service provider's support number
Your ISP is the company listed on your monthly internet bill. Call the number on that bill — it's always the fastest route because the bill has the exact support line for your account. If you can't find the bill, search the web for "[your ISP name] customer support" — for example, "Comcast customer support" or "Verizon internet support."
Have your account number ready. It's on your bill and in your online account portal. Support will use it to pull up your service history and see what equipment you're renting from them (like a modem or router). If the problem is with that equipment, they can often send a replacement or walk you through a reset.
If you're calling about internet that's down completely, you may not be able to use the web to find the number. Write down your ISP's support number and keep it somewhere you can reach without internet — a notebook, a printed bill, or a contact card. Many people take a photo of their bill and store it in their phone's photo library for this reason.
When to contact the retailer instead of the manufacturer
If you bought your device from a store — Best Buy, Costco, Walmart, Target — you can contact that retailer's support team first. Retailers often handle returns and exchanges faster than manufacturers do, especially if the device is still within the return window (usually 14 to 30 days). They may replace it on the spot instead of sending it away for repair.
Have your receipt or order confirmation ready. The retailer will ask for the date you bought it and the price you paid. If the device is still under the manufacturer's warranty, the retailer can also process a warranty claim on your behalf, which sometimes moves faster than calling the manufacturer directly.
If the device is past the return window but still under warranty, you can use either the retailer or the manufacturer. The retailer may be more convenient if you're already a customer there, but the manufacturer's support team usually has more detailed technical knowledge.
What information to have ready before you call
Gather these details before you pick up the phone, because support will ask for them and having them ready cuts your call time in half:
- Device model and serial number: Found on the back of the device, in Settings under "About," or on your receipt.
- Proof of purchase: Your receipt, order confirmation email, or credit card statement showing the date and price.
- A description of what's broken: Not "it doesn't work," but "the screen won't turn on even after charging for two hours" or "it connects to WiFi but no websites load."
- What you've already tried: "I restarted it," "I unplugged the modem for 30 seconds," or "I deleted the app and reinstalled it." This saves support from suggesting steps you've done.
- For internet problems, your account number: Found on your bill or in your online account portal.
When the manufacturer or ISP can't help
Sometimes the problem is not with your device or internet connection — it's with a specific app or service. If Gmail won't load but other websites work fine, contact Google support, not your device maker or ISP. If your bank's app crashes, contact your bank. If a video call keeps dropping only on Zoom, contact Zoom support.
Search the web for "[app name] support" or "[service name] support." Most large companies have a help center with articles, live chat, or a form to report problems. Smaller apps may have support through email or social media.
The rule is straightforward: contact whoever built the thing that's broken. Device maker for the device. ISP for the internet. App maker for the app. This saves you from being transferred between departments and waiting on hold while they figure out who should actually help you.
Frequently Asked Questions
Should I contact Apple or my ISP if my iPhone won't connect to WiFi?
Start with your ISP. If other devices (a laptop, tablet, or another phone) can connect to the same WiFi network, your internet is fine and the problem is with your iPhone. Then contact Apple. If no devices can connect, it's your WiFi router or internet connection — contact your ISP.
What if I bought my device used or don't have a receipt?
You can still contact the manufacturer, but you may not be covered under warranty. Have the device's serial number ready — support can look up when it was originally sold and whether the warranty is still active. If it's not, they can still help with troubleshooting, though repairs may cost money.
Can I contact support through email or chat instead of calling?
Yes. Most manufacturers and ISPs offer live chat, email support, or a form on their website. Chat and email are often slower than a phone call, but they let you describe the problem in writing and keep a record of the conversation. Choose whichever works best for your schedule.
What if I'm not sure whether my problem is hardware or software?
Start by restarting the device — turn it completely off, wait 10 seconds, and turn it back on. If that fixes it, it was a software glitch. If the problem comes back, it's likely hardware. Describe what you see when you call support, and they'll ask questions to narrow it down. You don't have to diagnose it yourself.
Who do I contact if my device is overheating or the battery drains too fast?
Contact the device manufacturer. These are hardware problems — the battery or cooling system isn't working as designed. Have the serial number ready and describe when it started (after an update, after you dropped it, or out of nowhere). Support can walk you through checks or arrange a repair or replacement.