01Internet not working? Start with these quick checks
When your internet stops working, the cause may be a provider outage, modem issue, Wi-Fi problem or device setting. Use the steps below to narrow down the cause before making changes to your plan. Try connecting a phone and a computer. If only one device fails, restart that device and reconnect to Wi-Fi. If every device fails, check your modem and router. Confirm that power and connection lights match your equipment manual. A red or blinking connection light can indicate an upstream issue. Do not factory-reset equipment unless your provider instructs you to do so. Unplug the modem and router power. Wait approximately 30 seconds, reconnect the modem, and allow it to finish starting. Then reconnect the router. If you have fiber equipment or a combined gateway, follow the provider instructions. Use your internet provider’s official status page or app on a mobile connection. A neighborhood outage generally needs to be resolved by the provider. Inspect visible cables for loose connections, check airplane mode, and try moving closer to the router. Do not open or repair provider-owned equipment.
02Wi-Fi connected but no internet?
A Wi-Fi connection only means your device is connected to the router. The router may still be disconnected from the internet. Test multiple devices and check the modem’s connection status.
03When should you contact your internet provider?
Contact your provider if service is still unavailable after basic checks, if equipment reports an error, or if you suspect an outage. Ask whether a technician visit or equipment replacement is needed.
04Thinking about switching internet service?
If outages happen repeatedly, compare address availability, advertised speeds, typical speeds, total monthly costs, installation timing and service terms before switching. Call The Prime Carrier at (888) 383-4504 to discuss potential internet options.
05Frequently asked questions
Your device may be connected to the router even if the router has no working connection to the internet. Check the modem status and provider outage information. Restarting equipment may resolve a local issue but cannot fix a provider network outage. A factory reset may erase settings and should be avoided without guidance. We cannot directly repair another provider’s network. We can help you explore alternative internet service options where available.
06Internet not working? Start with these checks
First confirm whether the issue affects one device or every device in your home. If only one device fails, check its Wi-Fi settings and restart it. If all devices fail, check the modem, router and provider outage information.
07Wi-Fi connected but no internet
A connected Wi-Fi icon means your device can reach your local router; it does not guarantee that the router can reach the internet. Inspect modem status lights, cables and your provider outage alerts before changing settings.
08When to contact your current provider
If your provider reports an outage or the modem cannot establish service, contact the provider’s technical support. The Prime Carrier can help you explore other service options, but is not your existing provider’s repair department.
