How to know if your internet is actually down

Your internet is down when you cannot reach any website or online service, even though your device is connected to your router. The fastest way to check is to open a web browser and type a straightforward address like google.com or bbc.com. If the page does not load after waiting 10 seconds, your connection is likely down.

Do not assume the problem is your internet provider yet. Many people think their internet is down when the real problem is their router, their device, or the specific website they are trying to reach. A website can be offline while your internet connection works fine. Your router can stop working while your modem still has power. Testing multiple websites from multiple devices tells you which layer has the problem.

If you can load some websites but not others, your internet is working — the websites you cannot reach are either down or blocking your connection for another reason. If you cannot load any website from any device on your network, then you have a real connection problem.

Key Takeaways

  • Test your connection by trying to load google.com or bbc.com from a web browser, not by checking email or social media, which may load from cached data.
  • A website being down is not the same as your internet being down — test multiple websites to know which one has the problem.
  • Restart your router by unplugging it for 30 seconds, then plugging it back in and waiting two minutes for it to fully restart.
  • Your internet provider's status page or customer service line can tell you whether there is an outage in your area right now.
  • If your modem has no lights on, or only a red light, the problem is between you and your provider and usually requires a technician visit.

Restart your router and modem in the right order

Most connection problems go away after restarting your router. Unplug the power cable from the back of your router — the device that broadcasts your Wi-Fi signal — and wait 30 seconds. Then plug it back in. Wait two full minutes for the lights to stop blinking and settle into a steady pattern before testing your connection again.

If restarting the router does not work, restart your modem too. The modem is the device that connects to the cable or fiber line coming into your house. It is usually a separate box, though some providers combine the router and modem into one unit. Unplug the modem, wait 30 seconds, and plug it back in. Wait another two minutes, then restart the router again. Always restart the modem first, then the router — this order matters because the router needs the modem to be ready before it can connect.

While you wait for the devices to restart, do not unplug anything else or move the devices. Let them sit in place and complete their startup sequence. You will see lights blink during startup. Once the lights settle into a steady pattern — usually a solid green or white light — the devices are ready. This process fixes the problem about 70 percent of the time.

Check whether your internet provider has an outage

If restarting does not work, check whether your provider is experiencing an outage in your area. Most major providers have a status page you can reach from a phone or another internet connection. Search for "[your provider name] outage status" or "[your provider name] service status" to find the official page.

You can also call your provider's customer service line. The phone number is on your bill or on the back of your modem. When you call, the automated system usually tells you right away whether there is a known outage affecting your address. If there is an outage, you will see an estimated time when service should return. If there is no outage, the problem is specific to your connection.

Some providers also offer a text or app notification system that alerts you when outages start and end. Check your provider's website to see whether you can sign up for these alerts. Knowing about outages ahead of time helps you plan around them, especially if you work from home.

Check the lights on your modem and router

The lights on your modem and router tell you whether they are working correctly. Every modem is different, but most have at least three lights: power, internet, and Wi-Fi. A solid green or white light usually means that part is working. A blinking light usually means data is moving. A red light or no light at all means that part has a problem.

If your modem has no lights at all, the power cable may be loose or the outlet may be dead. Check that the power cable is firmly plugged into both the modem and the wall outlet. Try plugging a lamp into the same outlet to make sure the outlet itself has power. If the outlet works but the modem still has no lights, the modem may have failed and will need to be replaced.

If your modem has a solid power light but no internet light, or only a red internet light, the problem is between your modem and your provider's network. This usually means a line problem outside your house or a problem with your account. Call your provider and describe what you see. They can run a test from their end and tell you whether the line is working.

Move closer to your router to rule out Wi-Fi problems

If your modem lights look normal but you still cannot connect, the problem might be Wi-Fi range rather than your internet connection. Move your device closer to the router — within 10 feet if possible — and try loading a website again. If the page loads when you are close but not when you are far away, your Wi-Fi signal is weak, not your internet.

Weak Wi-Fi can happen because your router is in a bad location, too far from where you are, or blocked by walls and metal objects. It can also happen if your device is old or has a damaged antenna. Moving the router to a more central location in your home, away from metal filing cabinets and away from the floor, usually improves the signal. If you cannot move the router, you may need a Wi-Fi extender or a new router with a stronger signal.

If the page loads when you are close to the router, your internet is working. The problem is just Wi-Fi range. This is not an outage and does not require calling your provider.

What to do if the problem persists after these steps

If you have restarted both devices, checked for outages, verified the modem lights, and ruled out Wi-Fi range, and you still cannot connect, contact your provider's customer service. Have the following information ready: your account number (on your bill), the modem model number (on the back of the modem), and what lights you see on the modem right now.

The provider will likely run a remote test on your modem and line. If the test shows a problem on their end, they will either fix it remotely or schedule a technician visit. If the test shows no problem, the issue is usually your router or your device, not your internet connection. In that case, try connecting a different device to your Wi-Fi, or connect your device directly to the modem with an ethernet cable to see whether that works.

A technician visit usually takes a few days to schedule. If you need internet urgently, ask whether your provider offers a temporary hotspot or whether you can use internet at a library or coffee shop while you wait.

Frequently Asked Questions

How long does an internet outage usually last?

Most outages last between 30 minutes and a few hours. Your provider's status page shows an estimated time for restoration. If an outage lasts longer than the estimate, call customer service to ask for an update. Extended outages sometimes may have access to you for a credit on your bill — ask whether yours does.

Can I use my phone's hotspot while my home internet is down?

Yes, if your phone has cellular service. Go to your phone's settings, find the hotspot or tethering option, and turn it on. Then connect your other devices to your phone's Wi-Fi network the same way you would connect to your home router. Be aware that using your phone as a hotspot uses your phone's data plan, which may have limits.

Why does my internet keep dropping even though it is not completely down?

Intermittent drops usually mean your modem is losing connection to your provider's network. Restart both your modem and router. If drops continue, call your provider — the problem is usually a line issue or a modem that is failing and needs replacement.

Do I need to restart my modem and router every time there is an outage?

No. When power returns after an outage, your devices restart automatically. You only need to manually restart them if your connection does not come back within a few minutes of the outage ending.

What should I tell my provider if I cannot describe the problem clearly?

Tell them exactly what you see: "I cannot load any websites," "I can load some websites but not others," or "my Wi-Fi keeps disconnecting." Avoid saying "my internet is slow" unless you have actually tested your speed — perceived slowness is often a Wi-Fi range problem, not a provider problem.