The most common reason your internet stops is a loose cable or a router that needs to be restarted
When your internet goes down, the problem is usually one of three things: something between you and your modem is disconnected, your modem or router has frozen and needs a restart, or your internet service provider is having an outage in your area. Most of the time, you can fix it yourself in under five minutes. The rest of the time, you need to contact your provider or wait for them to fix their equipment.
Before you do anything else, restart your router. Unplug it from power, wait 30 seconds, and plug it back in. While it boots up (usually two to three minutes), check that the cable running from the wall into your modem is fully plugged in on both ends. If you have a separate modem and router, make sure the cable between them is also connected. These three steps fix the problem about 70 percent of the time.
Key Takeaways
- Restart your router by unplugging it for 30 seconds, then plugging it back in — this fixes most internet outages.
- Check that cables are fully inserted into both the wall outlet and your modem, and between your modem and router if they are separate devices.
- If restarting does not work, check whether your provider is reporting an outage by visiting their website or calling their customer service number.
- If there is no outage and your cables are connected, your modem may need to be replaced or your service may have been disconnected for non-payment.
How to tell if the problem is on your provider's side
Your internet service provider (ISP) — the company you pay for internet, like Comcast, Verizon, or a local cable company — sometimes has outages that affect whole neighborhoods or just your street. The fastest way to know is to check their website or call their customer service number. Most providers have an outage map you can check without logging in.
If there is an outage, there is nothing you can do except wait. Providers usually post an estimated time for when service will be restored. If you need internet urgently, you can use your phone's mobile data to tether to your computer, or go to a library or coffee shop with public WiFi.
What to check if there is no outage reported
If your provider says there is no outage, the problem is in your home. Start by looking at the lights on your modem and router. Most modems have lights that show whether they are connected to the internet — usually a light labeled "internet," "online," or "WAN." If that light is off or red, your modem is not connecting to your provider's network.
Check the cable that runs from the wall outlet into your modem. It should be hand-tight — you should not be able to turn it by hand, but you should be able to feel it is snug. If it is loose, tighten it and wait two minutes for the modem to reconnect. If the light still does not turn green, try a different cable if you have one. Cables can wear out or get damaged.
If the modem light is green but you still have no internet on your devices, restart your router again. Sometimes the router freezes even when the modem is working. If restarting does not fix it, check whether your devices are actually connected to the WiFi network. On your phone or computer, look for your WiFi network name in the list of available networks. If it is not there, your router may not be broadcasting — try restarting it again and waiting the full three minutes for it to boot up.
When your modem or router needs to be replaced
If you have restarted both devices, checked all the cables, and there is no outage, your modem or router may have failed. Modems and routers are electronics that can break, especially if they are more than five or six years old. If the lights on your modem do not turn on at all when it is plugged in, the device is dead.
Contact your internet provider. If you rent the modem from them (many people do), they will send you a replacement at no charge. If you own your modem, you will need to buy a new one. Your provider can tell you which models work with their network. Modems usually cost between $50 and $150, depending on the speed of your internet service.
Other reasons your internet might not be working
If your modem is working and your router is working, but you still cannot connect, the problem might be that your service has been disconnected. This happens if you have not paid your bill. Check your email for a notice from your provider, or log into your account on their website to see whether there is a past-due balance. If there is, you will need to pay it before service is restored.
Another possibility is that your WiFi password is wrong. If you recently changed your password or reset your router, your devices may still be trying to connect with the old password. Go into your device's WiFi settings, forget the network, and reconnect using the correct password. The password is usually on a sticker on the back of your router, or you can find it in your router's settings by opening a web browser and going to 192.168.1.1 or 192.168.0.1 (the exact address depends on your router brand).
What to do if nothing works
If you have restarted everything, checked all the cables, confirmed there is no outage, and your modem lights are on, call your internet provider's customer service. Have the following information ready: your account number (on your bill), the model number of your modem (on the back of the device), and a description of what you have already tried. Customer service can run a line test to see whether the problem is with the cable coming into your home or with your equipment.
If the problem is on their side, they will send a technician. If the problem is your equipment, they will walk you through more troubleshooting steps or send you a replacement modem. Most providers offer phone support 24 hours a day, and many also offer chat support through their website.
Frequently Asked Questions
How long does it take for internet to come back after a restart?
Most modems and routers take two to three minutes to fully boot up and reconnect. During this time, the lights will flash as the device starts. Wait the full three minutes before assuming the restart did not work. If you still have no internet after five minutes, try the restart again.
Can I damage my modem by restarting it?
No. Restarting a modem is safe and is the standard first step that technicians recommend. Unplugging it for 30 seconds clears its memory and forces it to reconnect to your provider's network. You can restart a modem as many times as you need to.
What does it mean if my modem light is blinking instead of solid?
A blinking light usually means the modem is trying to connect or is in the middle of starting up. If it has been blinking for more than five minutes, the modem may not be able to connect to your provider's network. Try restarting it, or check whether your provider has an outage.
Is it normal for my internet to go out once a month?
No. If your internet drops regularly, even for a few seconds, contact your provider. The problem could be a bad cable, a modem that is failing, or an issue with the line coming into your home. Providers can run diagnostics to find the cause and fix it.
Do I need to restart my modem if I restart my router?
Usually not. Restart your router first. If that does not work, then restart your modem. Restarting the modem takes longer because it has to reconnect to your provider's network, so try the router alone first.