Narrow it down
- Internet stops workingYou
For home and small office users with no internet: find out if it's the device, Wi-Fi, router or provider, then fix it or call your ISP.
Work top to bottom and note what you try. Your provider will ask.
- Is it one device or every device?You
- Not sure: go to step 3, Try a second device on the same network
- One device: go to step 4, Check airplane mode and Wi-Fi, then restart the device
- Every device: go to step 17, Check your provider's outage page or app
- Try a second device on the same networkYou
Turn off mobile data on a phone so it can only use Wi-Fi, then open a website you don't usually visit.
Then go to step 2, Is it one device or every device?
- Check airplane mode and Wi-Fi, then restart the deviceYou
Windows: Settings > Network & internet > Airplane mode must be off. On a Mac, phone or tablet, check Control Center.
Make sure the device says Connected to your own network, not a guest or neighbor's network.
A restart gets a fresh network address from the router, which fixes many one-device problems.
- Working after the restart?You
- Yes: go to step 6, Device back online
- No: go to step 7, Which kind of device?
- Device back onlineYou
- Which kind of device?You
- Windows: go to step 8, Run the network troubleshooter
- Mac: go to step 11, Renew the DHCP lease
- Phone or tablet: go to step 13, Forget the Wi-Fi network and join it again
- Run the network troubleshooterYou
Run the Windows network troubleshooter. On Windows 10 it is under Settings > Network and Internet > Status > Network troubleshooter. On Windows 11, search Settings for the network troubleshooter or open the Get Help app.
Also try Settings > Network & internet > Wi-Fi > Manage known networks. Choose Forget on your network, then rejoin with the password.
- Reset the network settings from Command PromptYou
Open Command Prompt as administrator. Run in order: netsh winsock reset, netsh int ip reset, ipconfig /release, ipconfig /renew, ipconfig /flushdns. Then restart.
The last command clears saved DNS lookups, which fixes many "connected, no internet" cases.
- Use Network reset if it's still offlineYou
Windows 11: Settings > Network & internet > Advanced network settings > Network reset > Reset now. Windows 10: Settings > Network & internet > Status > Network reset.
This reinstalls network adapters with default settings. You may need to set up VPN software again afterwards.
Then go to step 14, Working after these fixes?
- Renew the DHCP leaseYou
Apple menu > System Settings > Network. Click the network service, then Details > TCP/IP > Renew DHCP Lease > OK.
- Check date, time and VPN, then run Wireless DiagnosticsYou
A wrong date and time can block secure sites. VPN or software that monitors network traffic can block access, so turn it off to test.
For diagnostics, hold Option, click Wi-Fi in the menu bar or Control Center, then choose Open Wireless Diagnostics.
Then go to step 14, Working after these fixes?
- Forget the Wi-Fi network and join it againYou
In Wi-Fi settings, tap the network, choose Forget, then rejoin with the password. Restart the device after.
- Working after these fixes?You
- No: go to step 15, Does it work on a different network?
- Yes: go to step 6, Device back online
- Does it work on a different network?You
Try a phone hotspot or another Wi-Fi network. If it works there, the problem is between this device and your network.
- Device fault. Contact the maker or your IT supportYou
Install system updates from another network if you can. A faulty network adapter or driver needs repair.
- Check your provider's outage page or appYou
Use mobile data on your phone to open the provider's status page, app or outage line. Many providers also text outage alerts.
- Is there a known outage in your area?You
- Yes: go to step 19, Wait for the provider to restore service
- No: go to step 20, No outage reported
- Wait for the provider to restore serviceYou
Note the estimated fix time. If devices still don't connect once service is back, power cycle the modem and router.
- No outage reportedYou
Check the equipment
- Do the modem and router have power lights?You
- Check the outlet, power strip and power adapterYou
Plug a lamp into the same outlet to test it. Try another outlet. Check the adapter is the one that came with the device.
- Lights on now?You
- Modem or router has no power. Ask the provider for a replacementYou
- Look at the modem and router lightsYou
Modem: look for power and an online, internet or WAN light. Router: power, Wi-Fi and internet lights. Your manual says what each color means.
An online light that is off, red, amber or always blinking usually means no signal from the provider. Some homes have one combined box (a gateway).
Check that every cable is firm: the line from the wall (coax, phone or fiber) into the modem, and the Ethernet cable from the modem to the router's internet or WAN port.
- Power cycle the modem and router in orderYou
Unplug the router, then the modem. Remove the modem's backup battery if it has one. Wait at least 30 seconds.
Plug the modem in first and wait until its lights stop blinking. Then plug the router in.
Wait a few minutes for both to start fully. Don't test until the internet light is steady.
- Working after the power cycle?You
- Network back onlineYou
- Plug a computer into the modem with an Ethernet cableYou
This skips Wi-Fi and the router. If you have one combined box, plug into one of its Ethernet ports.
On Windows, run ipconfig and ping the Default Gateway address. Replies with no lost packets mean the computer reaches the box.
- Does the wired connection reach the internet?You
- Yes: go to step 31, Wi-Fi or router problem
- No: go to step 34, Signal or modem problem. Call the provider
- Wi-Fi or router problemYou
Try the other band (2.4 GHz or 5 GHz) and install the latest router firmware from its app or admin page.
- Wi-Fi working after the router fixes?You
- Reset or replace the router, or ask the providerYou
A factory reset erases the Wi-Fi name and password. Have the default login from the router label ready.
- Signal or modem problem. Call the providerYou
Call your provider
- Gather details for your providerYou
Account number, service address, and a phone number that doesn't use the broken line.
Which lights are on, off or blinking, and what you tried: power cycle, cable test, other devices, outage check.
- Call the provider's support lineYou
Use mobile data or another phone. Ask them to test the line to your modem and check for local faults.
- Can they fix it remotely?ISP
- Provider resets or reprovisions the lineISP
They may restart the modem remotely or send it new settings. Restart your router afterwards, then test.
Then go to step 28, Network back online
- Book a technician visit or replacement modemISP
Ask for the appointment window and a reference number. Keep it for any credit for lost service.
- Technician visit booked. Service restored on repairISP