Your internet goes down when the connection between your device and your internet service provider breaks somewhere in that chain

The internet is not one thing — it is a path from your device through your home network, through your modem and router, through your internet service provider's lines, and out to the wider internet. When you cannot browse or stream, the break is somewhere in that path. Most of the time it is in your home or at your provider's equipment, not somewhere far away on the internet itself.

The first step is always to figure out which part of the chain is broken. Your device might have lost connection to your router. Your router might have lost connection to your modem. Your modem might have lost connection to your provider's network. Or your provider's network itself might be down. Each one has a different fix, and testing them takes about five minutes.

Key Takeaways

  • Most internet outages happen in your home — either your device lost connection to your router, or your router lost connection to your modem.
  • Restart your modem first (unplug it for 30 seconds), then restart your router, then restart your device, in that order.
  • If your modem has no lights on or shows red lights instead of green, the problem is between your modem and your provider's network.
  • If your modem lights are normal but your router lights are off or red, the problem is your router or the cable between them.
  • If both modem and router lights are normal but you still cannot connect, the problem is your device or your provider's network.

How to tell if the problem is in your home or at your provider

Look at the lights on your modem — the box your provider installed or that came with your service. Most modems have a power light, an internet light, and lights for each device connected to it. The internet light is usually labeled "Internet," "Online," "WAN," or "Link." If this light is green or solid, your modem is connected to your provider's network. If it is off, blinking red, or solid red, the connection between your modem and your provider is broken.

If the internet light on your modem is green, the problem is in your home — either your router, your device, or the cables between them. If the internet light is off or red, the problem is between your modem and your provider, and restarting your modem is the first thing to try. Unplug the modem's power cable, wait 30 seconds, and plug it back in. Wait two minutes for it to fully restart, then check the internet light again.

If the internet light stays red or off after restart, your provider's network is down in your area, or the line from your home to their equipment is broken. Call your provider's customer service number — it is usually on your bill or on their website — and tell them your modem's internet light is not green. They can check whether service is down in your area or send a technician.

Testing your router and the cable between modem and router

If your modem's internet light is green but you still cannot connect, look at your router's lights next. Your router is the separate device that broadcasts your home network — it might be a box on a shelf, or it might be built into your modem. If your router is separate, check the lights on it. Look for a power light and an internet or "WAN" light. If the internet light is off or red, the cable between your modem and router is loose or broken, or your router has lost power.

First, check that the cable running from your modem to your router is plugged in firmly on both ends. The cable should be labeled "Internet," "WAN," or "Uplink" on the modem side. Unplug it and plug it back in. Then restart your router by unplugging its power cable for 30 seconds and plugging it back in. Wait two minutes for it to fully restart.

If the router's internet light is still off or red after restart, try a different cable if you have one — the cable itself might be broken. If you do not have a spare cable, or if a new cable does not fix it, your router may have failed. You can call your provider to ask whether they can send a replacement, or you can buy a new router and connect it to your modem yourself.

Testing your device's connection to your router

If your modem's internet light is green and your router's internet light is green, but your device still cannot connect, the problem is between your device and your router. On a computer, open your network settings and look for your router's name in the list of available networks. If you do not see it, your router is not broadcasting. If you see it but cannot connect, your device has forgotten the password or the router is blocking it.

Try restarting your device — shut it down completely, wait 30 seconds, and turn it back on. Then try connecting to your router again. If you still cannot connect, forget the network on your device and reconnect to it. On Windows, go to Settings > Network & Internet > WiFi > Manage Known Networks, find your router's name, and click "Forget." On Mac, go to System Settings > WiFi, click the Details button next to your network, and click "Forget." Then reconnect and enter your WiFi password again.

If you have a wired connection — a cable running directly from your router to your device — check that the cable is plugged in firmly on both ends. Try a different cable if you have one. If none of this works, your device's network hardware may have failed, or your router may be blocking that specific device. Restart your router one more time and try again.

When your provider's network is down

If your modem's internet light is red or off and does not turn green after restart, or if your modem and router lights are both normal but you cannot reach any websites or services, your provider's network may be down. Check your provider's website or social media accounts — they usually post outage notices there. You can also search "[your provider name] outage" to see whether other people in your area are reporting problems.

Call your provider's customer service number and tell them your modem is not connecting or you cannot reach the internet. They can tell you whether service is down in your area and when they expect to restore it. If service is down, there is nothing you can do except wait. If service is up but your modem still is not connecting, they will likely send a technician to check the line from the street to your home.

Restarting in the right order matters

If you have restarted individual devices and nothing worked, try restarting everything in order: modem first, then router, then your device. Unplug your modem and wait 30 seconds. Plug it back in and wait two minutes. Then unplug your router and wait 30 seconds. Plug it back in and wait two minutes. Then restart your device. This clears out temporary problems that sometimes build up when devices stay on for weeks or months.

After everything has restarted, wait another minute before trying to connect. Sometimes devices take longer than expected to fully come back online. If you still cannot connect after this full restart, the problem is either a broken cable, failed hardware, or an outage at your provider.

What to check before calling your provider

Before you call your provider's customer service, write down what you have already tried and what you observed. Tell them: whether your modem's internet light is green, red, or off; whether you restarted your modem and what happened; whether you can see your router's network name on your device; and whether the problem started suddenly or has been getting worse. This information helps them figure out the problem faster and decide whether to send a technician or troubleshoot over the phone.

Have your account number ready — it is usually on your bill. If you do not have it, the provider can look it up by phone number or address. If you are calling about an outage, ask when service is expected to be restored. If you are calling because your modem is not connecting, ask whether they can see your modem on their network — if they cannot, the problem is the line from your home to their equipment.

Frequently Asked Questions

What does it mean if my modem lights are blinking instead of solid?

Blinking lights usually mean the modem is working but data is moving through it — this is normal when you are using the internet. If the internet light blinks but never turns solid green, the connection is unstable. Try restarting your modem. If it still blinks constantly, call your provider.

Can I fix my internet by restarting my device alone?

Sometimes, but not usually. Restarting your device fixes problems with your device's network hardware or software. It does not fix problems with your router, modem, or provider's network. Always restart your modem first, then your router, then your device.

Why does my internet work on my phone but not my computer?

Your phone and computer are separate devices connecting to the same router. If one works and one does not, the problem is with the device that does not work — either its network hardware, its settings, or the cable connecting it. Try forgetting and reconnecting to your network, or restart that device.

How long does it usually take for internet to come back after an outage?

This depends on what caused the outage. A problem at your provider's main equipment might be fixed in minutes. A broken line to your home might take hours or days to repair. Call your provider and ask for an estimated restoration time.

Should I unplug my modem and router every night?

No. Leaving them on does not hurt them, and restarting them every night can actually cause more problems. Only restart them when you have connection problems, or once every few months if you want to clear out temporary issues.