Troubleshooting

If you are connected to the internet but still don’t have access, it could mean that your device is properly recognizing your router, but the router itself isn’t connected to the internet. Check the router connection. If properly connected, try restarting it by unplugging it for 20 seconds and plugging it back in. A connection with no access could also mean the issue is with the device. Check connection settings on the device.

If your computer won't connect to the internet, try restarting it. If that doesn't resolve the issue, check your computer for system updates. Be sure that WiFi is enabled on the device. To rule out WiFi issues, try a direct connection to the modem with an Ethernet cable.

If you're having sudden issues with your internet service, check to see if there is an internet outage in your area. See our Maintenance and Outage Map here. If the device is connected to WiFi, a reboot of your router often will successfully resolve the issue.

Start by determining whether the connection problem is affecting just one device or every device connected to your network. Check all your connection sources. Are all your Ethernet cables securely connected to the port and free of fraying or damage? Make sure your devices are also properly plugged into the power source. If all your devices are connected properly, check for internet service outages in your area.

If your wireless (WiFi) device is not connecting to the internet, reboot your router by unplugging it for 20 seconds and plugging it back in. If that does not resolve the problem, check the device's WiFi settings. Make sure you are trying to connect to your wireless network and not someone else's secured or locked network within range that your device may be detecting. Check your password and make sure the correct information is entered. If the problem is with a single device, run a virus scan on the device. Sometimes, internet connection problems can be affected by malicious code on your device.

If you've restarted your router and still can't connect to the internet, restart your device. Restarting the device will clear cached memory that may be preventing a connection.