What to do when your internet is not working

Step-by-step problem analysis

The search for the cause of the problem and for an overall solution should start with your computer. Before you dig deeper and try to fix your internet connection problems, first make sure that the physical connections are all as they should be:

Check your cables

A loose or disconnected cable is a common problem in home networks. Check that all the plugs fit properly into the corresponding sockets, make sure your router is plugged into the network, and check that none of the cables is damaged.

Check other websites

If you cannot load one particular website, try a few other websites to see whether they are working and can be loaded. If one website loads and another does not, the problem is most likely with that website, not with your network.

Try restarting your device

"Switch it off and on again" is a popular and tried-and-tested fix that often works. Before you apply this step to the router, first try restarting the device on which you are having trouble with the internet (tablet, smartphone, computer). Restarting the router is a slightly more complicated matter, which we will look at in more detail later in the article.

Check the SSID and network password

The SSID is the name of your home Wi-Fi, stored on any device that has repeatedly connected to it before. In some cases, your device may disconnect from the network for various reasons. Check that the device is trying to connect to the right network, and make sure you are entering the correct password.

Let the computer fix it

Operating systems have their own automatic procedures for solving network connection problems. In Windows, you start this process by right-clicking the network connection icon and choosing diagnose, repair, or a combination of both. Computers running macOS / OS X will offer to repair the connection themselves when they detect connectivity problems. 

Do not forget to update the network driver and operating system

An outdated driver or operating system is often the cause of a broken internet connection. Make sure the software on your computer is up to date: on Windows computers, use Windows Update to install updates; on macOS/OS X computers, open the App Store and click the "Updates" tab to check. You can also check whether drivers are up to date on the websites of the manufacturers of the relevant hardware.

Ping test, process and data report

Ping is the name for response speed, i.e. the time that passes between sending a small amount of data from your computer and receiving it back from the relevant server. The result is given in milliseconds (ms). On Windows computers, type cmd.exe into the search field in the Start menu and press Enter. On macOS/OS X computers, in Finder go to Applications -> Utilities -> Terminal, or press the keyboard shortcut Cmd + Space and type Terminal into the field. On Linux, you will find Terminal in the Accessories folder inside Applications; on Ubuntu, the keyboard shortcut Ctrl + Alt + T is enough. In the black terminal window, type, for example, "ping www.ujezd.net" (without the quotation marks), and within moments you should see data on the response of your connection's network. If the response is within the normal range (up to 50 ms), it is almost certain that the problem does not lie with the DNS service. When running the ping test, always try several websites. 

Problem with a website

In the first paragraphs of this article we mentioned the possibility that an apparent internet outage may be caused by a particular website not working. You can check whether a site is up using online tools such as downforeveryoneorjustme.com or uptrends.com. The fact that these online tools work without any problems suggests that you do not have a problem with the internet connection as such. 

If you have tried all the steps above and none of them was successful, you can carefully go a bit deeper into solving the problem. We recommend that you first read the following steps carefully. If you do not feel confident with any of them, do not hesitate to contact your internet provider or turn to an authorised service.

Restart, reboot, reset 

You can restore a device that shows connection problems in several ways. The first and simplest is a plain restart, which means switching the device off and then on again.

Another option is a hard reset. On mobile devices this is usually done by pressing the power button and the home button or the volume button at the same time. You can find out how to hard reset your device in the manual, or by searching for "hard reset *device name*" in a search engine. In the settings of mobile devices you may also find an option to reset the network connection. When resetting, bear in mind that your Wi-Fi login details may be deleted. So before performing a reset, always make sure you have your password written down. 

You can reset both the device and the router itself. There are several ways to restore the router. It is usually recommended to disconnect it from the power for a few minutes. On some routers, a restart is possible by briefly pressing the reset button, which is usually located on the back of the router. A long press of this button performs a full reset, after which all the necessary settings have to be entered again in the router's configuration. 

TIP: Also read our article How to look after the hard drive in your computer. Problems can occur because the disk is full (even an SSD).

When nothing works

If the steps above have not restored your internet connection, consider the possibility that the problem is on your provider's side. One option is simply to wait: the provider usually learns of an outage and immediately starts the steps needed to fix it. You can also contact the provider yourself. Be prepared for the operator on the customer line to ask you questions about your connection. Bear in mind that all connection problems, whatever their cause, are temporary and solvable; it is just a matter of finding the right solution. 

Do not despair, the problem may really be with your internet provider. Take a look at our plans on the home page, or read our other educational articles here. 

Updated 5 March 2024