Sudden Internet Outage: What to Do

TL;DR

A sudden internet outage lasting several minutes usually points to a problem with your router, modem, or internet service provider (ISP). This guide helps you quickly diagnose and fix the issue. Start by restarting your equipment, then check connections and contact your ISP if needed.

Step-by-step Solution

1. Restart Your Equipment: This is the first thing to try!
• Modem: Unplug it from the power for 30 seconds, then plug it back in. Wait a few minutes for it to fully restart (lights will stabilise).
• Router: Do the same as with the modem – unplug, wait, replug.
• Computers/Devices: Restart any devices that lost internet access.
2. Check Physical Connections: Make sure all cables are securely plugged in.
• Coaxial Cable (Modem): Ensure it’s tightly connected to both the modem and the wall outlet.
• Ethernet Cables (Router/Devices): Check that these are firmly plugged into your router and devices.
• Power Cables: Confirm all power cables are secure.
3. Check Router Lights: The lights on your router provide clues about what’s happening. Consult your router’s manual for details, but generally:
   • Power Light: Should be solid.
   • Internet/WAN Light: Should be lit or blinking to indicate a connection. If it’s off, there’s likely an issue with the internet signal.
   • Wi-Fi Light: Should be on if Wi-Fi is enabled.
4. Check Your ISP Status: Sometimes the problem isn’t your equipment.
• ISP Website/App: Many ISPs have a status page or app to report outages in your area. Check these first.
• Social Media: Search for your ISP on social media (e.g., Twitter) – other users may be reporting issues.
5. Bypass the Router (Direct Connection): Connect a computer directly to the modem with an Ethernet cable. This helps determine if the router is the problem.
   • If you get internet access when connected directly, your router is likely faulty and needs resetting or replacing.
   • To reset your router, locate the small ‘reset’ button (usually on the back). Press and hold it for 10-15 seconds while the router is powered on. Warning: This will erase your router settings!
6. Check Device Network Settings: Ensure your devices are configured to obtain an IP address automatically.
   • Windows: Open Command Prompt and type

     ipconfig /release

     , then

     ipconfig /renew

     .

   • macOS: Go to System Preferences > Network, select your connection, and click ‘Renew DHCP Lease’.
7. Contact Your ISP: If none of the above steps work, contact your internet service provider for assistance. Be prepared to provide them with:
   • Your account number.
   • A description of the problem and what troubleshooting steps you’ve already taken.
   • The make and model numbers of your modem and router.

Preventative Measures

While brief outages are sometimes unavoidable, these tips can help reduce their frequency:

• Keep Router Firmware Updated: Check your router manufacturer’s website for firmware updates – these often include bug fixes and performance improvements.
• Protect Your Network with a Strong Password: Prevent unauthorized access to your Wi-Fi network.
• Consider a UPS (Uninterruptible Power Supply): A UPS can provide temporary power during brief outages, keeping your modem and router running.