Internet Connectivity Troubleshooting

Quick steps to get you back online.

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Common Issues & Solutions

1 Check Your Connections

Ensure all cables are securely plugged in:

  • Modem power cable
  • Ethernet cable from modem to router (if separate)
  • Ethernet cable from router to your device (if applicable)
  • DSL/Coaxial cable to the modem
If you're using Wi-Fi, make sure your device's Wi-Fi is turned on and you are within range of your router.

2 Restart Your Equipment

This is the most common fix and resolves many temporary glitches.

  1. Unplug the power cord from your modem.
  2. Unplug the power cord from your router (if you have a separate router).
  3. Wait for at least 30 seconds.
  4. Plug the modem back in and wait for its lights to stabilize (usually 1-2 minutes).
  5. Plug the router back in and wait for its lights to stabilize.
  6. Restart your computer or device.

3 Check Indicator Lights

The lights on your modem and router provide valuable information:

  • Power: Should be solid.
  • Internet/WAN: Should be solid or blinking, indicating a connection to the internet.
  • Wi-Fi: Should be blinking or solid if wireless is active.
  • Ethernet: Should be lit if a device is connected via cable.
Refer to your modem and router's manual for specific light meanings. A lack of a solid Internet/WAN light often indicates an issue with your service provider.

4 Test on Multiple Devices

Try connecting to the internet with another device (e.g., a smartphone, tablet, or another computer). This helps determine if the issue is with your specific device or your network.

5 Check Your Device's Network Settings

Ensure your device is set to obtain an IP address automatically (DHCP).

  • Windows: Network & Internet Settings > Change adapter options > Right-click your network adapter > Properties > Internet Protocol Version 4 (TCP/IPv4) > Properties > Select "Obtain an IP address automatically" and "Obtain DNS server address automatically".
  • macOS: System Preferences > Network > Select your connection (Wi-Fi or Ethernet) > Advanced > TCP/IP tab > Configure IPv4: "Using DHCP".
  • Mobile Devices: Usually managed within Wi-Fi settings.

6 Ping Test (Advanced)

This checks if your device can communicate with other devices on the internet.

  1. Open Command Prompt (Windows) or Terminal (macOS/Linux).
  2. Type ping google.com and press Enter.

If you see replies, your connection is working. If you see "Request timed out" or "Destination host unreachable," there's a connectivity problem.

If pinging your router's IP address (often 192.168.1.1 or 192.168.0.1) fails, the issue is likely between your device and the router.

7 Contact Your Internet Service Provider (ISP)

If none of the above steps resolve your issue, it's time to contact your ISP. They can check for outages in your area, test your line, and diagnose problems with their equipment.

Be prepared to provide them with information about the troubleshooting steps you've already taken and the status of your modem/router lights.