How to Tell if Your Router or Internet Provider Is the Problem

When the internet stops working, the fault may be with your internet provider, modem, router, one cable, or only one device. The fastest solution is not guessing—it is testing in the right order. A few simple checks can show whether the problem affects the whole connection or only part of your home network.

Start by checking more than one device

Try a phone, computer, and TV or streaming device. If one device cannot connect but the others can browse normally, the provider and modem are probably fine. Restart only the affected device, forget and rejoin Wi-Fi, and check whether airplane mode, a VPN, or a manual network setting is interfering.

If every device has no internet, move to the modem and router checks below. Do not factory-reset equipment at this stage; it can erase helpful settings and complicate a simple outage.

1. Read the modem and router lights

The modem is the device connected to the cable, phone, or fiber line from outside. The router creates your home Wi-Fi network. A combined gateway does both jobs in one box.

On a separate modem, a flashing or solid red/amber Internet, Online, WAN, or globe light often points to a provider signal or modem connection problem. If the online light is solid and normal but the router has no Internet/WAN light, the modem-to-router Ethernet connection or router may be the fault.

Check that every power cable and Ethernet cable is firmly seated. The Ethernet cable should run from the modem’s LAN port to the router’s Internet or WAN port—not to one of the router’s numbered LAN ports.

2. Test the provider connection separately

If you have a separate modem and router, unplug the router’s power and connect one computer directly to the modem with Ethernet. Restart the modem and wait until its Online light is normal. If the wired computer can browse, the provider connection and modem are working; the router or its setup is the likely problem.

If the direct wired test also has no internet, check your provider’s outage page or service app, then contact support. Tell them the modem’s exact light pattern and that a direct Ethernet test failed. That information helps them avoid asking you to repeat basic checks.

3. Identify a router problem

When the modem is online but no device can use the router, restart the router only: unplug it for 60 seconds, reconnect it, and allow several minutes to start. Check that its Internet/WAN indicator turns normal.

If the router broadcasts Wi-Fi but connected devices say “no internet,” open its settings page and look for a WAN/IP address. An empty address, red Internet status, or repeated reconnecting message suggests a modem-to-router or provider handoff issue. If your router is old or unreliable, compare current home Wi-Fi router options.

4. When the fault is only one device

Forget the Wi-Fi network and join it again with the correct password. Restart the device and move it near the router. Temporarily disable a VPN or private relay. For a computer, test with another browser. For a TV, verify the date and time are automatic, because incorrect time can prevent secure apps from connecting.

If one device works on mobile hotspot but not your home Wi-Fi, examine its Wi-Fi settings, band compatibility, and any blocked-device list in the router app. Many older smart devices use 2.4 GHz only.

For a stronger coverage issue rather than a complete outage, see our guide to improving weak Wi-Fi coverage.

5. Avoid unnecessary resets

Restarting is safe; factory resetting is different. A factory reset removes the Wi-Fi name, password, provider settings, device reservations, and custom security settings. Use it only when provider support or the manufacturer recommends it after other checks fail.

A simple Ethernet cable is useful for direct modem testing and can quickly separate a Wi-Fi issue from an internet-service issue.

FAQ

How can I tell if my provider is down?

If every device is offline, the modem’s Online light is abnormal, and a direct wired test through the modem fails, the provider or incoming signal is the most likely cause.

Can a router work while the internet is down?

Yes. It can still broadcast Wi-Fi and connect local devices, but it cannot reach websites or streaming services without an active internet connection.

Should I restart the modem and router together?

Power them off, then start the modem first. Wait for its Online light to stabilize before powering the router. This gives the router a clean internet connection to use.

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