What to do when the internet is down

Before waiting on hold, it is worth two minutes to find out whether the problem is your equipment or your provider. This guide walks through that check, explains common causes of internet outages, and how to stay connected while service is down. For user reports by provider and city, open the internet outages page.

Troubleshooting in five minutes

  1. Restart in the right order. Unplug the modem and router for 30 seconds. Plug in the modem, wait until its lights settle, then plug in the router.
  2. Test with a cable. Connect a laptop directly to the modem. If it works, your Wi-Fi router is the problem.
  3. Try another device. If only one device fails, check its network settings or drivers.
  4. Read the modem lights. A blinking or off “online” light after a restart points to a line or provider problem.
  5. Check your provider’s app over mobile data for an outage notice at your address.

Common causes of internet outages

  • Cable cuts during construction or roadwork.
  • Power outages at neighborhood equipment, even if your home still has power.
  • Weather: wind, lightning and water entering old cable connectors.
  • Provider network problems such as routing or DNS failures, where lines are fine but traffic does not flow.
  • Planned maintenance, usually overnight.

Connection types and outages

  • Fiber is the least affected by weather and electrical interference; outages are usually physical cuts.
  • Cable shares capacity in a neighborhood, so it can slow down at peak times, and a single node problem affects nearby streets.
  • 5G and fixed wireless depend on the tower and can be affected by weather and obstructions.
  • DSL runs over phone lines and gets slower with distance from the provider’s equipment.
  • Satellite can drop during heavy rain or snow.

Node outage vs. wider outage

A node outage affects a few streets served by the same neighborhood equipment and is usually fixed within hours. A backbone or headend problem can take down a whole city or region at once. If neighbors on the same provider are also offline, report it and check the provider’s status page for the scope.

Staying online during an outage

  • Use your phone as a hotspot, keeping an eye on data limits.
  • Libraries and many cafes offer free Wi-Fi.
  • A UPS battery for the modem and router keeps you online through short power cuts.
  • Download work files and maps ahead of planned maintenance.

Credits and reporting

Many providers credit your bill for longer outages on their side, but usually only if you ask. Note when the outage started and ended. Report through the provider’s app or text support; it is often faster than calling during a big outage.

Frequently asked questions

Why is my internet slow but not down?

Congestion at peak times, Wi-Fi interference, or a damaged line can all cause slow speeds. Test with a cable connection and restart your equipment; if it continues, ask your provider to run a line test.

How long do internet outages last?

Most are fixed within a few hours. Physical damage such as a cut fiber cable can take a day or more.

Can a power outage take down my internet if I still have power?

Yes. Neighborhood network equipment needs power too, and it may be on a different circuit from your home.

Other outage guides