Experiencing Internet Problems Today: What to Do When the Internet Goes Down

Now that the internet has become an essential part of our daily lives, it's crucial to keep an eye on its performance. Outages can occur and they can severely impact your day. However, there is good news: they’re becoming less common and experts are constantly working to keep downtime to a minimum.

Despite this, it's important to stay prepared in case your connection goes down. This guide will walk you through some simple steps to identify the culprit: Is it your equipment or your internet service provider (ISP)? Is it something that you can control or fix? We’ll provide all the answers we can so you can get online quickly.

Diagnosing the Problem

Is it a complete outage or slow speeds?

The first step is figuring out what kind of internet outage you're facing. There are two most common issues:

• Complete Outage: This means there's a complete blockage in the flow of information. You won't be able to connect to any websites, apps, or online services. Think of it like a broken cable on the internet highway – no data packets can get through at all. This will usually result in error messages like "no internet connection" or your device saying it's "offline."
• Slow Speeds: Slow speeds mean your internet connection is working, but the information is moving much slower than usual. Imagine a traffic jam – information is still getting through, but it's taking a long time. This can cause problems like:
• Websites and apps take a very long time to load.
• Videos constantly stop and start (buffering) as they wait for more data packets to arrive.
• Online games feel sluggish or unresponsive due to delays in receiving information. You might even get disconnected from servers.

Check Your Devices

By checking your devices, we can see if the problem is with just one device you're using or if it's affecting your entire home network. Here's what to do:

1. Test with a Different Device: If you're having trouble connecting on your laptop, try using your phone to connect to the internet using Wi-Fi (not mobile data). If the internet works on your phone, it suggests an issue with your laptop, not your overall internet connection. Repeat this process with any other devices you have at home, like tablets or smart TVs.
2. Look for Consistent Problems: If all your devices are experiencing the same problem (no connection or slow speeds), it points towards a problem with your home network or your internet service provider (ISP). This could be caused by a faulty router, a loose cable, or an outage in your area affecting your ISP's service.

Troubleshooting Steps

Restart Your Equipment

Your modem and router are the workhorses of your home network. Just like any electronic device, they can sometimes get bogged down and just need a refresh. Restarting your modem and router is a simple fix that can often resolve a surprising number of internet connection issues.

Here's how to restart your equipment effectively:

1. Unplug the Power Cords: Locate the power cords for both your modem and router. Carefully unplug them from the power outlet.
2. Wait 30 Seconds: This allows enough time for any residual power to drain from the devices.
3. Plug Them Back In (Specific Order): There's a specific order for restarting these devices. First, plug the power cord back into your modem and wait for it to fully boot up (usually indicated by lights turning on or stopping to blink). This can take 1-2 minutes. Once the modem is stable, plug the power cord back into your router. Allow another 2-3 minutes for it to completely reboot as well.
4. Test Your Connection: After waiting for both devices to fully restart, try connecting to the internet again with your devices. In many cases, this simple reboot will have resolved the problem.

Check for ISP Outages

An ISP, or Internet Service Provider is responsible for maintaining the network infrastructure that delivers internet service to your home. Sometimes, outages can occur due to issues on the ISP's end, affecting multiple customers in your area. To check for ISP outage:

• Check Your ISP's Website: Most ISPs have a dedicated page on their website or app where they will post information about service outages or scheduled maintenance that might affect your internet connection.
• Social Media Check: Stay in the loop with your internet service provider (ISP) by following them on social media platforms like Twitter or Facebook. They often use these channels to update customers about service disruptions. By checking their official social media accounts, you can quickly find out if there are any reported widespread outages in your area.
• Online Outage Trackers: There are online services like Downdetector.com that track internet outages reported by users across different providers and locations. By entering your zip code or city on Downdetector, you can see if there are any widespread outages affecting your ISP in your area.

If the Problem Persists

If you've tried restarting your equipment and checking for ISP outages, but you're still having internet problems, there are a few additional steps you can take.

Advanced Troubleshooting (Optional)

Check Cable Connections (for comfortable users): 

While this might not be for everyone, some users may be comfortable checking their cable connections for loose wires. Loose cables between your modem, router, and wall outlets can sometimes disrupt the internet signal. Visually inspect the cables for any damage or ensure they are securely plugged in at both ends.

Important Note: If you're not comfortable checking cables or suspect any damage, it's best to skip this step and move on to contacting your ISP's technical support.

Consult Device Manuals or Websites: 

For more advanced troubleshooting steps specific to your modem and router model, you can refer to the user manuals that came with your devices or visit the manufacturer's website. These resources may offer additional troubleshooting guides or FAQs that can help pinpoint the problem.

Contact your ISP

If you've exhausted all the previous troubleshooting steps and your internet remains unavailable, it's time to contact your internet service provider's (ISP) customer service department. They will have access to diagnostic tools and a wider view of their network to help identify the issue and potentially resolve it from their end.

Here are some tips to make contacting your ISP more efficient:

• Gather Account Information: Having your account number and any relevant service plan details readily available will help the customer service representative locate your account and address your issue quickly.
• Be Specific About the Problem: The more information you can provide about the problem you're experiencing, the better. Tell the representative if you have a complete outage, slow speeds, or if the issue is affecting all your devices. Also, mention any troubleshooting steps you've already tried.
• Be Patient: Unfortunately, wait times for contacting ISP customer service can vary depending on the time of day and day of the week. Be prepared to wait on hold and have some patience as the representative works to resolve your internet issue.

Alternative Solutions (if applicable)

Mobile Hotspot (if your data plan allows)

If your internet outage is causing a major disruption and you need a temporary solution, your smartphone might be able to help. Many phones have a built-in feature called a "mobile hotspot" that allows your phone to act like a mini Wi-Fi router. This lets you connect other devices, like your laptop or tablet, to the internet using your phone's cellular data connection.

Here's a quick rundown on how to use a mobile hotspot:

1. Check Your Data Plan: Using your phone as a hotspot will consume your mobile data allowance. Make sure you have enough data remaining on your plan to avoid exceeding your data limits and incurring extra charges.
2. Activate Your Hotspot: The exact steps to activate a mobile hotspot will vary depending on your phone model and operating system. You can usually find the hotspot settings in your phone's wireless or network settings menu. Look for options like "Mobile Hotspot," "Tethering," or "Portable Wi-Fi Hotspot." Activating the hotspot will create a Wi-Fi network name and password that you can use to connect your other devices.
3. Connect Your Devices: On your laptop, tablet, or other device, search for available Wi-Fi networks. You should see the name of your phone's hotspot listed. Select the network name and enter the password displayed on your phone to connect to the internet.

Important Notes:

It's important to remember that using your phone as a hotspot typically won't be as fast as a traditional Wi-Fi connection. Cellular data speeds can vary depending on your location and network signal strength. Expect web pages and downloads to take longer compared to your home internet.

Also, using your phone as a hotspot can drain your battery quickly. Keep your phone plugged in if possible while using it as a hotspot, or be prepared to recharge it frequently.

Seek Temporary Access (Optional)

If waiting for your home internet to be restored isn't ideal, you can look for public Wi-Fi hotspots as a temporary solution. Many places offer free Wi-Fi access, including:

• Libraries
• Coffee shops
• Restaurants
• Malls and airports (sometimes)

Important Notes:

While public Wi-Fi can be a helpful temporary solution, it's important to be cautious when using it. Public Wi-Fi networks are not always secure, and hackers could potentially steal your information if you're not careful. Here are some things to keep in mind:

• Avoid Sensitive Activities: Don't access online banking accounts, enter credit card information, or do anything else that involves sensitive data while using public Wi-Fi.
• Use a VPN (Optional): A virtual private network (VPN) can help encrypt your internet traffic and add an extra layer of security when using public Wi-Fi. However, using a VPN can also slow down your internet connection speed.
• Stick to Reputable Providers: If you're unsure about the security of a public Wi-Fi network, it's best to avoid using it. Look for networks offered by reputable establishments like libraries or well-known coffee shop chains.

To Wrap Up

Fixing your internet problems can often be much more simple than you think. Restarting your modem and router, checking for outages with your ISP, and making sure your connections are secure are all steps you can take to get back online. Most internet problems are caused by minor hiccups and can be resolved with a quick refresh. If you need more help, your device manufacturer's website or online tech support forums can offer valuable resources for troubleshooting specific models or software issues.