Find the boundary of the connection problem
“The internet is down” can mean a provider outage, a building issue, a router problem, one device, one account, a captive portal or a particular service. Establishing the boundary prevents needless resets and gives a provider a better starting point.
Check whether the problem affects other devices, websites or people; confirm power and visible connection status; and use the provider’s official service-status route if available. Test one known-good device or connection only when safe. Do not change router security settings, share Wi-Fi credentials or rely on an unsolicited support caller.
Find out where the problem starts
One service
Check the service’s official status page and account notices. A connection can work while one provider has an outage.
One device
Compare with a known-good device on the same network. Record device, time, Wi-Fi name and any error without publishing passwords.
One location
Consider range, building layout, power, cabling and local equipment. Avoid opening equipment or handling damaged cables.
Everyone on the connection
Check the provider’s official status route, account status and equipment indicators before considering a controlled restart.
New network
A hotel, workplace or public network may need a sign-in page or have usage restrictions. Use only a trusted, expected connection.
Security concern
Unexpected network names, certificate warnings or requests to install a profile merit caution. Stop and use an official support route.
Make only safe, observable checks
- Record the date, time, device and whether the issue affects one site, app or all internet activity.
- Check the device has power, is not in flight mode and is attempting the expected connection. Do not reveal the password while sharing evidence.
- Check an official provider status page or app using a known route, not a search advert or a pop-up number.
- If all devices are affected and there is no danger or provider instruction against it, perform one documented normal restart of your own equipment and wait for it to settle.
- Contact the provider or network owner with the evidence if the service remains unavailable, equipment is damaged or an account issue is suspected.
Keep support requests scam-resistant
Unexpected callers and warnings can imitate internet providers or technology brands. Do not grant remote access, disclose your Wi-Fi password, pay by an unusual method or share bank details. The FTC advises contacting a company through a number or channel you independently know is genuine when you need help with a suspected tech-support scam.
Internet and Wi-Fi FAQs
Should I reset my router straight away?
No. First establish scope and check the provider’s official status information. A normal restart may be reasonable for your own equipment after recording the evidence, but a factory reset can remove important settings and should be a last resort.
Why does Wi-Fi work on one device but not another?
The issue may be local to the device, its settings, software, signal position, account or a particular app. Compare carefully rather than assuming the router is at fault.
Can public Wi-Fi cause a sign-in issue?
Yes. Some networks require an expected portal sign-in or limit services. Be cautious with sensitive work, avoid accepting unexpected security prompts and use a trusted connection for account recovery or payments.
Choose the next safe step
Use the guide that matches the evidence you have, the impact of the problem and the reversibility of the next action. Do not rush from uncertainty to an irreversible change.