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[ REPAIR GUIDE ] WI-FI AND INTERNET

Why is my internet not working?

UPDATED NOVEMBER 20263 MIN READ8 FIXES

QUICK FIX

Check whether other devices are also offline. If they are, restart your modem and router and check your provider for an outage; if only one device is offline, turn its Wi-Fi off and on, forget and rejoin the network, and restart the device.

What it means

When the internet stops working, the problem is usually in one of three places: your provider's service, your modem or router, or the single device you are using. Checking whether other devices are also offline quickly tells you where to look.

Common causes

  • An outage or service problem with your internet provider
  • The modem or router has frozen and needs a restart
  • Loose or unplugged cables, or a power problem with the equipment
  • Airplane mode is on or Wi-Fi is turned off on the device
  • The device has a bad saved network, VPN or network setting
  • An unpaid bill or account problem with the provider

How to fix it

Work down the list. Each fix is safe to try before moving on to the next.

FIX 01Check if it's every device or just oneEASY

  1. Try a website on another phone, tablet or computer on the same Wi-Fi.
  2. If everything is offline, the problem is your modem, router or internet service.
  3. If only one device is offline, focus on that device's settings.
  4. On a phone, turn off Wi-Fi and try mobile data; if mobile data works, the phone itself is fine.

Why it helps: This one check tells you whether to fix the network or the device.

FIX 02Check for an outageEASY

  1. Use mobile data to open your provider's app or website and check for outages in your area.
  2. Look at the modem's lights. A red, orange or blinking internet or online light often means it cannot reach the provider (check the manual for your model's colors).
  3. Make sure your account is active and the bill is paid.

Why it helps: If the provider is down, nothing at home will fix it until service returns.

FIX 03Restart the modem and routerEASY

  1. Unplug the router's power, then the modem's power.
  2. If the modem has a backup battery and its lights stay on, remove the battery.
  3. Wait about 30 seconds.
  4. Plug the modem back in and wait until its lights stop blinking.
  5. Plug the router back in and wait a few minutes, then try again.

Why it helps: Restarting clears temporary faults and makes the modem reconnect to your provider.

FIX 04Check cables and powerEASY

  1. Make sure the modem and router power cables are firmly plugged in and the outlet works.
  2. Check that the cable from the wall (coax, phone or fiber) is tight in the modem.
  3. Check the Ethernet cable between modem and router; on the router it goes in the port marked Internet or WAN.
  4. Try a different Ethernet cable if you have one.

Why it helps: A loose or damaged cable will cut the connection for every device.

FIX 05Turn Wi-Fi off and on and check airplane modeEASY

  1. Windows 11: open Settings > Network & internet and make sure Airplane mode is off and Wi-Fi is on.
  2. iPhone: open Settings and make sure Airplane Mode is off, then tap Wi-Fi and make sure it is on with a check mark next to your network.
  3. Android: open Settings > Network & internet (or Connections on Samsung), turn Airplane mode on for 10 seconds, then off.
  4. Mac: click the Wi-Fi icon in the menu bar and make sure Wi-Fi is on and your network is selected.

Why it helps: Airplane mode or a switched-off Wi-Fi radio is an easy thing to miss.

FIX 06Forget and rejoin the Wi-Fi networkEASY

  1. Windows 11: Settings > Network & internet > Wi-Fi > Manage known networks, select your network and choose Forget.
  2. iPhone: Settings > Wi-Fi, tap the info button next to your network, then Forget This Network.
  3. Android (Pixel): Settings > Network & internet > Internet > Saved networks, tap the network and choose Forget.
  4. Mac: System Settings > Wi-Fi, click Details next to your network, then Forget This Network.
  5. Reconnect and type the Wi-Fi password carefully.

Why it helps: Removing the saved network clears a bad saved password or setting.

FIX 07Run the built-in troubleshooterEASY

  1. Windows 11: open the Get Help app and run the Network and Internet troubleshooter.
  2. Mac: hold the Option key, click the Wi-Fi icon in the menu bar, and choose Open Wireless Diagnostics.
  3. Follow the on-screen suggestions.

Why it helps: These tools check common problems and can fix some automatically.

FIX 08Reset network settings on the deviceADVANCED

  1. Warning: this removes saved Wi-Fi networks and passwords, and VPN settings. Have your Wi-Fi password ready.
  2. Windows 11: Settings > Network & internet > Advanced network settings > Network reset, then Reset now and Yes. Your PC restarts.
  3. iPhone: Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.
  4. Android (Pixel): Settings > System > Reset options > Reset Bluetooth & Wi-Fi. Samsung: Settings > General management > Reset > Reset Wi-Fi and Bluetooth settings (called Reset network settings on older Galaxy phones).
  5. Reconnect to your Wi-Fi afterward.

Why it helps: A network reset clears deeper settings problems on a single device.

Check it's fixed

  • Websites load on more than one device.
  • The modem's internet or online light is steady and normal for your model.
  • Your device shows your Wi-Fi as connected with no warning about internet access.

When to get help

If the modem cannot get online after a restart and cable check, or your provider shows no outage but nothing works, contact your provider. If only one computer can't connect to any network, a repair shop or the device maker can check its network hardware.

Questions

Why does my Wi-Fi say connected but nothing loads?

Your device is reaching the router, but the router is not reaching the internet, or there is a DNS problem. Restart the modem and router and check for an outage.

How do I know if my internet provider is down?

Check the provider's app or website using mobile data, or call them. A red or blinking online light on the modem is another hint.

Why is the internet working on my phone but not my laptop?

The problem is on the laptop. Forget and rejoin the network, turn off any VPN, run the troubleshooter and restart it.

Related fixes

Wi-Fi connected but no internet: how to fix itCheck whether other devices also have no internet. If they do, restart the modem and router and check for a provider outage; if only one devHow to reset your router (restart or factory reset)Unplug the router and the modem from power, wait about 30 seconds, plug the modem back in first and wait for its lights to settle, then plugHow to fix "DNS server not responding"Restart your modem and router, then flush your device's DNS cache (on Windows, run ipconfig /flushdns in Command Prompt). If it still fHow to fix "Ethernet doesn't have a valid IP configuration"Restart the modem and router, check that the Ethernet cable is firmly plugged into one of the router's LAN ports, then renew your IP adWhy is my internet so slow?Restart your modem and router, then run a speed test close to the router. If it is fast there but slow elsewhere, it is a Wi-Fi coverage pro

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