Check the basics
Make sure the modem and router have power, inspect the connection cable and see whether an outage has been reported. If only one device is affected, test that device first.
PRACTICAL GUIDE
Internet Not Working? Troubleshooting Steps and Help
Internet not working? Follow practical modem, router and Wi-Fi troubleshooting steps, check outages, and learn when to call your provider.
Availability and terms vary by provider and service address.
01 / THE PROBLEM
What could be causing the problem?
Make sure the modem and router have power, inspect the connection cable and see whether an outage has been reported. If only one device is affected, test that device first.
02 / WHY IT MATTERS
Why this issue matters.
Unplug the modem and router. Wait about 60 seconds, then reconnect the modem first. Allow it to establish a connection before restarting the router. Follow your provider’s device instructions if they differ.
Before spending money on a new plan or equipment, confirm what is actually causing the issue.
03 / WHAT TO DO
What to check, step by step.
Work through the relevant checks before deciding whether another service is necessary.
Restart in the right order
Unplug the modem and router. Wait about 60 seconds, then reconnect the modem first. Allow it to establish a connection before restarting the router. Follow your provider’s device instructions if they differ.
Separate Wi-Fi from internet service
If your device connects to Wi-Fi but websites will not load, the wireless network may be working while the internet connection is not. Test a second device and, if possible, a wired connection.
Know when to escalate
If the modem shows an error or the outage persists after basic checks, contact your current provider for diagnostics. Ask whether there is an area outage or a line problem.
04 / THE SOLUTION
Choose the next step that actually helps.
Frequent outages may justify reviewing the equipment, home wiring or other available providers. Ask about service at your exact address before making a change.
Discuss service options05 / THE OUTCOME
What a better outcome looks like.
You can make a clearer decision with the information that matters to your household.
Before you order, confirm:
- Availability at the exact address
- Complete monthly price and promotional period
- Equipment and installation costs
- Contracts, fees and cancellation rules
FREQUENT QUESTIONS
Answers before you decide.
Why is my Wi-Fi connected but the internet not working?
Your device may be connected to the router even if the provider connection is down. Check for an outage, test another device and inspect your modem status lights.
Should I replace my router?
Not immediately. First rule out an outage, loose cables, placement issues and outdated firmware.
How can I check what services are available at my address?
Provider availability is determined by the complete service address. Call to discuss eligible options and verify the offer before ordering.
What should I check before committing to a plan?
Review the full monthly price, promotional period, equipment, installation, taxes, fees and cancellation terms.
NEXT STEP
Call (888) 383-4504Still have questions about your options?
Speak with a representative about eligible services and the important terms.