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info Overview

Find out why your internet is down with yes/no steps that check the outside line, modem, router, Wi-Fi and device in order, plus a 60-second restart timer.

📘 How to Use

  1. Choose what isn't connecting
  2. Follow each step, check the lights or cables it shows, and pick your answer
  3. Read the likely cause and what to do next at the end

Internet Connection Troubleshooter

route Where we're checking

public
Outside line
settings_ethernet
Modem
router
Router
wifi
Wi-Fi / cable
devices
This device
Checking now Working Likely cause

What isn't connecting?

Pick the option that matches your problem. The order of checks depends on it.

※ Wait times follow ISP and device maker restart guides (unplug for 20 seconds to 1 minute; the modem's lights take about 1-2 minutes to settle).

※ Light names, colors and blink patterns differ by device. Check the manual if you are not sure.

※ Your answers are saved in this browser on this device, so you can close the page and pick up later.

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Article

Internet Connection Troubleshooter｜Find Where Your Connection Breaks, From the Street to Your Device

A yes/no checklist that narrows down why your internet is down by checking the outside line, the modem, the router, Wi-Fi and your device in that order. It is built to be followed on a phone, with animated pictures of what to look at and timers for the restart steps.

💡 About this tool

Most people restart the router when the internet drops. When that works, great. When it doesn't, it's hard to know what to check next. ISP support guides take a different route: they split the problem into your device, your home equipment and the line itself, and check each piece until they find where the signal stops. This tool turns that approach into a step-by-step path that starts outside your home and works inward.

The first question is whether every device is offline or just one. That single answer rules out half the places to look. If nothing in the house can get online, the fault is in the modem, the router or outside your home. If only one device is affected, the problem sits between that device and your Wi-Fi. Not sure? Turn off mobile data on your phone so it only uses home Wi-Fi, then try a website.

The restart order matters too. When the modem powers up, it has to sync with your ISP and get an IP address before anything behind it can connect. If the router boots first, it comes up with nothing to talk to. So you unplug the router first and plug the modem back in first, then wait for its lights to settle before powering the router.

ISP guides disagree slightly on how long to leave everything unplugged: AT&T says 20 seconds, CenturyLink says at least 30 seconds so the modem's memory can fully clear, and other guides say a full minute. The tool uses the longest, 60 seconds, with a countdown timer. For the modem's lights to settle it shows elapsed time instead, since that takes about one to two minutes and you should go by the lights. While a timer runs, the screen stays awake on browsers that support it.

The map at the top shows where you are in the chain: cyan for the spot being checked, green for parts that work, red for the likely cause. Your answers are saved on this device, so you can put the phone down while you deal with cables and pick up where you left off.

🧐 Frequently Asked Questions

My Wi-Fi says "Connected, no internet". What does that mean?

Usually your device reaches the router, but the router can't reach the internet. Check another device first. If it has the same problem, look at the router and modem. If the other device works, the issue is with the first device's settings.

Should I unplug the modem or the router first?

Unplug the router first, then the modem. When powering back on, do the reverse: modem first, wait until its lights are steady, then the router. The tool walks you through this order with a timer for each wait.

How do I check for an outage when I have no internet?

Use your phone on mobile data. Look at your provider's service status or outage page and its official social media accounts. Sites like Downdetector also show whether other people nearby are reporting the same problem.

Which modem light should I look at?

The one that shows the connection to the outside line. Its label varies by model: "Online", "Internet", "DSL", "PON" or "LINK" are common. A steady light usually means it is fine. Off, red or blinking nonstop usually signals a problem, but check your manual if you are unsure, because colors and patterns differ between devices.

Only my laptop won't connect. What now?

Your home Wi-Fi works, so the tool checks the laptop side in this order:

  • Airplane mode and the Wi-Fi switch
  • Which network it joined
  • A full restart
  • Testing right next to the router
  • Connecting to your phone's hotspot

That tells you whether it is the laptop's settings, weak signal, or something between the laptop and your router.

What should I tell my ISP when I call?

When you reach the end, "Notes for support" lists every step you tried and what happened. Copy it and read it out or paste it into a chat, so the agent doesn't have to repeat the same checks. Have your account number ready as well.

What if it starts working halfway through?

Steps where you try something, such as reseating a cable or restarting, have an "It works now" option. Choosing it records what you did right before the fix, which is useful if the problem comes back.

📚 Why "Turn It Off and On Again" Works on a Modem

A modem holds temporary information while it runs, including the connection it set up with your ISP. CenturyLink's guide asks you to leave it unplugged for at least 30 seconds so that memory can fully clear, rather than switching it off and straight back on.

Plugging it back in makes the modem connect to your ISP from scratch and pick up an IP address again. Computer Hope's guide suggests giving the modem that time before you plug in the router, so the router connects to a modem that is already online. That is the order this tool follows, with a timer for each wait.