Why is my internet not working?

Step 1: Restart your modem and/or router

It’s true: the first step really is “have you tried turning it off and turning it back on?” Just like your computer can freeze up and need a reboot, your modem or router can do the same. If either device is no longer doing its job, restarting may be all that’s needed to get you up and running again.

Unplug your modem and router and leave them disconnected from the power for at least 15 seconds. Then plug them back in, modem first, then your router if you have one. If they don’t start powering up immediately, look for a Power button. Most devices need about 2 minutes to fully power on and restore the wireless connection. If your devices aren’t working once this is complete, either via an ethernet cable or Wi Fi, move on to Step 2.

Be sure you do not reset your modem! This will wipe your all-important Internet connection settings from the modem and will then require a reconfiguration.

Step 2: Check the lights on your modem/router

Your modem or router may have indicator lights that tell you whether they think they’re working. If so, review these – if you’re unsure, check the documentation or ask your internet provider. If they say they’re working, but your devices still don’t have internet, either via ethernet cable or via a Wi Fi connection, move to Step 3.

If the lights indicate that you don’t have service, move to Step 4.

Step 3: Forget and re-join your wireless network

Your phone or tablet remembers information about your wireless network so that it can quickly reconnect when you get home. But if something goes wrong with your network connections, your devices may be remembering some bad wireless networks information on the internet connections, affecting your internet bandwidth and internet speeds. Look for an option on your device to forget the Wi Fi networks. Do this, then in your wireless settings, re-join to the same network. If reconnecting to your Wi Fi network or wireless network doesn’t fix your issue with your local connection and there’s no improvement to your connection status, move to Step 4.

Step 4: Contact your internet service provider (ISP)

If the above steps don’t resolve your problem (and especially if your modem and router display that something’s not working), it may be time to reach out to your Internet Service Provider (ISP). Sometimes it’s a simple fix on their end with network hardware or network equipment where they can reset your internet access. Other times there’s a more widespread internet outage that may be affecting multiple customers. Calling in or checking your providers’ outages page online is the best way to get an idea of when this will be fixed, and if it’s something outside of your control.

Option 3: Check if the website is down

If everything is working fine except your favourite website or streaming service, then the problem is probably with that website or service.

Please create a ticket if the above has not proven helpful, or did not resolve your issue, and our team will respond shortly.

See other articles in Helpdesk 101, Troubleshooting