Posted on November 15, 2023
How to Troubleshoot Your Internet Connection
Internet out? Before you call support, follow these simple troubleshooting steps to diagnose and potentially fix the problem yourself.
It's one of the most common tech frustrations: the internet is down. Before you spend time on the phone with your Internet Service Provider (ISP), there's a sequence of steps you can take to identify and often solve the issue on your own.
Look at your modem and router. Are the lights on? A solid green light for "Internet," "Online," or a globe symbol is usually a good sign. A flashing or red light often indicates a problem.
Unplug both your modem and your router from power. Wait for about 60 seconds. Plug the modem back in first and wait for its lights to stabilize. Then, plug the router back in. This "power cycle" fixes a surprising number of issues.
Is the internet down on your computer, but working on your phone? This suggests the problem is with the specific device, not your internet service itself. Try restarting the affected device.
If you're on Wi-Fi, try connecting your computer directly to the router with an Ethernet cable. If this works, the problem is with your Wi-Fi, not your internet service. If it doesn't work, the issue is with the service or router.
If all else fails, it's time to check with your provider. Use your phone's data plan to visit your ISP's website or a site like Downdetector to see if there's a known outage in your area. If so, all you can do is wait. If not, it's time to call support.