What "internet down" really means
When you say your internet is down, you usually mean you cannot reach websites, send email, or stream video — but the actual problem could be in three different places, and where it breaks changes what you can do about it.
Your modem is the box that connects your home to your internet service provider's network. Your router is the device that spreads that connection to your devices wirelessly or through cables. Your service provider's network is the infrastructure they own that carries data to and from the internet backbone. When any one of these fails, you lose internet access, but the fix is different for each one.
Most of the time when you lose internet, the problem is in your home — either the modem or router has crashed or lost its connection. Sometimes it is your provider's equipment or network. Knowing which one is broken saves you an hour of troubleshooting and tells you whether you need to call for help or restart a device yourself.
Key Takeaways
- Your modem connects your home to your provider; your router spreads that connection to your devices — they are separate pieces of equipment and fail independently.
- Restart your modem first (unplug for 30 seconds), then your router, because the modem has to reconnect to your provider before the router can work.
- If restarting both devices does not restore internet within five minutes, the problem is likely at your provider's network or equipment, not in your home.
- Your provider's website or app usually shows whether they have a known outage in your area — check there before calling support.
- A blinking or red light on your modem means it has not connected to your provider's network; a solid light means it has.
How to tell if the problem is in your home or at your provider
Look at the lights on your modem. A solid light (usually green or white) means your modem has connected to your provider's network. A blinking light or a red light means it has not. If the light is solid, your modem is working — the problem is either your router or your provider's network beyond your modem.
If the light is blinking or red, unplug your modem for 30 seconds, then plug it back in. Wait three to five minutes for it to reconnect. This fixes the problem about 70 percent of the time because modems sometimes lose their connection and need to restart the handshake with your provider's equipment.
If the light is still blinking or red after five minutes, your provider's network is likely down, or your account has an issue. Call your provider's support line or check their website for outage reports in your area. Do not restart the modem again — it will not help, and you want the support person to see the same broken state you are seeing.
What to do if your modem is connected but you still have no internet
If your modem's light is solid but you cannot reach any websites, the problem is usually your router. Unplug your router, wait 30 seconds, and plug it back in. Most routers take one to three minutes to restart and reconnect to your modem.
While the router restarts, you can test whether your modem is actually working by plugging a computer directly into the modem with an ethernet cable (the thick cable with plastic clips on the ends). If you can reach websites through that cable, your modem is fine and your router is the problem. If you still cannot reach websites even with the direct cable, your modem is connected to your provider but something is blocking data flow — this usually means calling your provider.
If you do not have an ethernet cable or a computer with an ethernet port, restart your router and wait five minutes. If you still have no internet after that, the problem is likely at your provider's side, not your router.
Why your provider's network might be down
Internet outages at your provider happen for several reasons: damage to cables (from construction, weather, or accidents), equipment failure at a hub or switching station, software updates that go wrong, or routing problems that send your data the wrong direction. These are not things you can fix at home.
Your provider knows about most outages within minutes because their monitoring systems alert them automatically. Check your provider's website, their mobile app, or their social media accounts for outage reports. Many providers also send text messages or emails to customers in the affected area, though this can take 15 to 30 minutes after the outage starts.
If you cannot find an outage report and your modem light is solid, call your provider's support line. Have your account number ready and tell them your modem is connected but you have no internet access. They can see on their end whether your connection is reaching their network and whether data is flowing back to you.
The difference between a restart and a reset
A restart means unplugging the device for 30 seconds and plugging it back in. The device keeps all its settings and reconnects to your provider using the same account information. This is what you should do when your internet stops working.
A reset means holding down a small button on the back of the modem or router for 10 to 15 seconds, which erases all settings and returns the device to factory defaults. You should only reset if your provider tells you to, because afterward you will have to set up your wifi network name and password again, and your provider may need to reconfigure your account on their end.
Most people never need to reset. A restart fixes the problem in the vast majority of cases where the device itself is the issue.
When to call your provider and what to tell them
Call your provider if: your modem light is blinking or red after restarting, you have restarted both modem and router and still have no internet after five minutes, or you see an outage report in your area and want to know when service will return.
Tell them: your account number, whether your modem light is solid or blinking, whether you can plug a computer directly into the modem and reach websites, and what you have already tried (restarting the modem, restarting the router). This information lets them skip the basic troubleshooting steps and focus on what is actually broken.
If they ask you to restart your modem or router again, you can tell them you have already done that. If they ask you to reset your modem, ask them to walk you through reconfiguring it afterward, because you will need to set up your wifi network again and they may need to set up your account on their end.
Why internet goes down at specific times
If your internet drops at the same time every day or every week, the problem is usually scheduled maintenance by your provider, a device in your home that turns on at that time (like a security system or smart home hub that uses a lot of bandwidth), or interference from a neighbor's wifi network.
Scheduled maintenance usually lasts 30 minutes to two hours and happens late at night or early morning. Your provider should have sent you an email or notice about it, though not all providers do. If you see a pattern, check your provider's website or call them to ask whether they have maintenance scheduled at that time.
If the outage happens at a specific time but is not maintenance, restart your modem and router. If it keeps happening at the same time, note the exact time and call your provider with that information — it helps them narrow down whether the problem is in your home or their network.
Frequently Asked Questions
How long should I wait before restarting my modem?
Unplug it for 30 seconds, then plug it back in. Wait three to five minutes for the lights to stabilize before deciding whether it worked. If you restart it too quickly, you might not give it enough time to reconnect to your provider's network.
Does restarting my modem erase my files or passwords?
No. Restarting only powers the device off and back on. It does not erase any settings, passwords, or files on your computer or phone. Your wifi network name and password stay the same.
What does it mean if my modem light is blinking orange?
Orange or amber usually means your modem is starting up or trying to connect to your provider's network. Wait five minutes — if it turns solid green or white, the connection succeeded. If it stays orange or turns red, your modem has not connected and you should call your provider.
Can I unplug my modem and router at the same time?
You can, but restart your modem first and wait for it to fully reconnect (solid light) before restarting your router. Your router needs your modem to be connected to your provider before it can work, so restarting them in order is faster.
Why does my internet work fine sometimes and drop other times?
Intermittent internet usually means your modem or router is overheating, your router is too far from your devices, or your provider's network is unstable in your area. Try moving your router to a central location, making sure it has air space around it, and restarting both devices. If it keeps happening, call your provider — they can check whether your connection is dropping on their end.