What you need
- Wi-Fi password
- Router and modem access
- Phone or computer
- Internet provider contact details
Every step
- 1
Check the scope
See whether one device or every device is affected. Check if the device is connected to Wi-Fi but has no internet access.
- 2
Check cables and power
Confirm the modem and router have power and their cables are firmly connected. Look at the status lights and compare them with the device manual.
- 3
Reconnect one device
Turn Wi-Fi off and back on on one device. Rejoin the correct network and enter the password carefully.
- 4
Restart equipment safely
Use the power controls or unplug the router and modem if their manuals allow it. Wait briefly, reconnect the modem first, then the router, and allow both to restart.
- 5
Test near the router
Try a device close to the router. If that works, the issue may be signal range, interference, or a weak spot in the home.
- 6
Check service status
Use your provider’s official app or website, or call the number on your bill, to check for an outage or account issue.
- 7
Review recent changes
Consider whether a new device, moved router, changed password, or recent settings update matches when the problem began.
- 8
Contact support with details
Share which devices are affected, router lights, restart steps, and any error messages. Avoid sharing your Wi-Fi password publicly.
Important warnings
- Do not factory reset equipment unless you have the setup details and your provider recommends it.
- Use your provider’s official contact channel.
Finished when
You know whether the problem is one device, Wi-Fi coverage, equipment, or provider service, and have a clear next support step.