Check your own connection first

Before you assume the internet is out across your neighborhood, confirm that the problem is not just your home. Restart your modem and router — unplug both for 30 seconds, plug the modem back in first, wait for all lights to stabilize (usually two to three minutes), then plug in the router. This fixes the majority of connection problems.

If you still have no internet after the restart, check whether other devices in your home can connect. Try a phone on WiFi, a tablet, or a computer. If one device connects and another does not, the problem is that specific device, not your service. If nothing connects, move to the next step.

Look at your modem's lights. Most modems have a light labeled "internet," "online," or "WAN" — if it is off or red, your modem is not receiving a signal from your provider. If that light is green or blue, your modem is connected but something else is wrong. Take a photo of the light pattern; you will need to describe it to your provider if you call.

Key Takeaways

  • Restart your modem and router before reporting an outage — unplug both for 30 seconds, then plug the modem in first and wait for lights to stabilize.
  • Your provider's website or app usually shows outage maps in real time, and you can enter your address to see whether service is down in your specific area.
  • Calling your provider's customer service line is the fastest way to confirm an outage and get an estimated time for restoration if you cannot access their website.
  • If your provider says service is working but you have no connection, the problem is likely your equipment or wiring, and they can walk you through troubleshooting or send a technician.

Check your provider's outage map

Every major internet provider maintains a real-time outage map on their website. Go to your provider's homepage and look for a link labeled "outages," "service status," or "check for outages" — it is usually in the footer or under a support section. Enter your address or ZIP code, and the map will show whether service is currently down in your area.

This is the fastest way to get an answer without calling. The map updates every few minutes and usually shows an estimated time when service will return. If the map shows an outage, you know the problem is not your equipment — it is the provider's network. If the map shows no outage but you have no internet, the problem is on your side of the line.

Some providers also offer outage information through their mobile app. If you have the app installed, you can check the outage status without needing a web browser. The app may also send you a notification when an outage is detected in your area, which is useful if you are away from home.

Call your provider's customer service line

If you cannot access the outage map online (because you have no internet), call your provider's customer service number. This number is on your bill, on the back of your modem, or on any equipment they provided. Have your account number or phone number ready so they can pull up your account quickly.

Tell the representative that you have no internet connection and ask whether there is an outage in your area. They can see the outage map on their end and will tell you when ready whether service is down. If there is an outage, ask for an estimated restoration time — they usually have this information, though it may change as technicians work on the problem.

If there is no outage, the representative can walk you through basic troubleshooting: checking modem lights, restarting equipment, and testing different devices. They may also be able to send a technician to your home if the problem cannot be solved over the phone. Ask whether a technician visit will cost you — some providers charge for visits when the problem is your equipment rather than their network.

Use third-party outage tracking sites

If your provider's website is also down or unreachable, third-party sites like Downdetector, IsItDownRightNow, and AllConnect track outages reported by users in real time. These sites do not have official data from providers, but they aggregate reports from people experiencing problems, so you can see whether others in your area are affected.

Search for your provider's name on any of these sites and look at the outage map. If you see a cluster of reports in your ZIP code or neighborhood, an outage is likely happening. These sites also show how long the outage has been going on and when it started, which gives you a sense of how long restoration might take.

Third-party sites are useful as a backup, but they are not official — a provider's own outage map is always more reliable. Use these sites to confirm what you are seeing or to check when you cannot reach your provider directly.

What to do while you wait for service to return

If an outage is confirmed, there is nothing you can do to speed up restoration — technicians are already working on it. The best approach is to stay informed and plan around the outage. Check your provider's website or app every 30 minutes for an updated restoration time, or sign up for outage notifications if your provider offers them.

If you need internet urgently, look for a nearby coffee shop, library, or business with public WiFi. Most libraries offer free WiFi without a password, and many stay open until evening. If you work from home, ask your employer whether you can work from a coffee shop or another location with internet, or take the day off if the outage is expected to last many hours.

If the outage lasts longer than your provider estimated, call customer service again. Some providers offer service credits or account adjustments for extended outages — it does not hurt to ask. Keep a record of when the outage started and when service returned so you have accurate information if you need to dispute a bill.

When the problem is your equipment, not the network

If your provider confirms there is no outage in your area, the problem is almost certainly your modem, router, or the cable connecting them. Start by checking all physical connections: make sure the cable from the wall outlet to your modem is plugged in firmly on both ends, and that the power cord to your modem is connected and the outlet has power.

If connections are find and you have already restarted both devices, try unplugging your router and using only the modem for a few minutes. Connect a device directly to the modem with an ethernet cable if you have one. If that device gets internet, your modem is working and the problem is your router. If you still have no internet, the modem itself may be failing.

At this point, contact your provider and describe what you have tried. They can run a diagnostic on your modem remotely or send a technician to replace it. If your modem is rented from the provider, replacement is usually free. If you own your modem, you may need to buy a new one — ask your provider which models are compatible with your service.

Frequently Asked Questions

How long do outages usually last?

Most outages last between 30 minutes and two hours. Longer outages are less common but do happen, especially after storms or accidents that damage cables. Your provider's outage map usually shows an estimated restoration time, though this can change as technicians assess the damage.

Will I get a refund or credit if the internet is out for hours?

Many providers offer service credits for outages that last more than a few hours, but you usually have to request it. Call customer service after service is restored and ask whether you are due a credit. Some providers automatically credit accounts for major outages, while others require you to ask.

What if my provider says there is no outage but my neighbors have no internet either?

If multiple neighbors are affected, there may be a localized problem that has not been flagged in the provider's system yet. Call again and mention that neighbors are also without service — this can help the provider identify a problem they missed. You can also ask neighbors to call and report the issue, which increases the chance the provider will investigate.

Can I switch providers if outages happen frequently in my area?

Yes, but outages are usually not a reason to break a contract without penalty. Check your service agreement for early termination fees. If outages are frequent, document them and ask your provider about service credits or contract modifications. If you are unhappy with the response, you can switch to a different provider when your contract ends, or explore whether other providers serve your address.

What should I do if my modem keeps losing connection even when there is no outage?

Frequent disconnections usually mean your modem is overheating, the cable from the wall is loose or damaged, or your modem is too old for your service speed. Try moving your modem to a location with better air circulation, check that all cables are tight, and restart it. If the problem continues, contact your provider — they may replace your modem or send a technician to check the line coming into your home.