How-To
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What to Do When the Internet Is Not Working

Determine whether the problem is the device, Wi-Fi connection, router/modem, or internet provider.

Quick Answer

Check whether other devices can get online, verify Wi-Fi/Ethernet, then restart network equipment if appropriate.

Step by Step

  1. Determine whether the problem affects one device or every device on the network.
  2. Check whether other devices can get online, verify Wi-Fi/Ethernet, then restart network equipment if appropriate.
  3. Change one setting or component at a time and test again.
  4. Record existing router/network settings before changing passwords, DNS, addressing, or advanced configuration.

If That Doesn't Work

  • Router menus, indicator lights, and terminology vary by manufacturer and internet provider.
  • Avoid factory-resetting a modem/router unless you know how it is provisioned and have the information needed to restore the connection.