Why Is My Internet Not Working? Troubleshooting Guide - Bitdefender Consumer Support Center

If your internet suddenly stopped working or has become unusually slow, you’re not alone. Internet connection problems are very common and can happen for many reasons, from router glitches to temporary service outages. This guide explains the most common causes of internet problems and provides simple, step-by-step troubleshooting methods to help restore your connection quickly.

Internet Not Working? Most Common Causes

Your internet may not be working due to:

Router or modem issues
Weak or unstable Wi-Fi signals
ISP outages (your internet provider is temporarily down)
Incorrect network settings
Device-specific problems

In many cases, the issue can be resolved within a few minutes by following the steps below.

Step 1: Check If the Problem Is Widespread

Before troubleshooting your device, determine whether the issue affects only one device or your entire network. This helps narrow down whether the problem is caused by your device, your router, or your internet provider.

Try connecting with another phone, laptop, or tablet
You can also ask others in your home whether their devices are able to connect.
In addition, check your router or modem lights. If the internet indicator is red, orange, or completely off, it may signal a connection problem from your provider.

If all devices are offline and unable to connect, the issue is most likely related to your router, modem, or internet service provider.

Step 2: Restart Your Modem and Router

Restarting your networking equipment is one of the simplest and most effective fixes for internet problems. Routers and modems can occasionally experience temporary glitches that interrupt connectivity.

Unplug both your modem and router from the power outlet.
Wait around 30 to 60 seconds before plugging them back in.
Plug the modem back in first and allow it to fully power on and stabilize before turning the router back on.
Once all indicator lights appear normal, wait a few minutes and test your internet connection again.

In many cases, this step alone restores internet access.

Step 3: Check Wi‑Fi Connection on Your Device

Sometimes the issue is not with the internet itself, but with the Wi-Fi connection on your device. Devices can occasionally lose connection information or connect to the wrong network.

Start by turning Wi-Fi off and back on again.
If that does not help, forget the Wi-Fi network from your device settings and reconnect by entering the password again.
Make sure you are connecting to the correct Wi-Fi network name, especially if multiple nearby networks have similar names.
Also verify that Airplane Mode is disabled, as this setting disconnects all wireless communications.

Step 4: Move Closer to the Router

A weak Wi-Fi signal can cause slow internet speeds, buffering, or complete connection drops. The farther you are from the router, the weaker the signal may become.

Try moving closer to the router and check whether the connection improves. Thick walls, furniture, and large electronic devices can interfere with Wi-Fi signals. Household appliances such as microwaves and cordless phones may also cause wireless interference.

If your internet works better when closer to the router, the issue is likely related to Wi-Fi coverage rather than your internet service itself.

Step 5: Check for ISP Outages

Sometimes the problem is outside your home network and caused by your internet service provider (ISP). Temporary outages can happen because of maintenance work, damaged cables, or service disruptions in your area.

Visit your provider’s official website or mobile app to check for reported outages.
You can also search online for outage reports in your area or use outage monitoring services to see whether other users are experiencing similar issues.
If there is a confirmed outage, you may simply need to wait until your provider restores service.

Step 6: Test With a Different Device or Browser

If only one device is having trouble connecting, the issue may be specific to that device rather than your internet connection.

Restart the affected device.
Try accessing websites using a different browser or application.
If you use a VPN or proxy service, temporarily disable it to see whether it is interfering with the connection.
You should also check for operating system updates or network driver updates, especially on Windows computers, as outdated software can sometimes cause connectivity issues.

Step 7: Reset Network Settings

If basic troubleshooting does not solve the issue, resetting your network settings can help restore your device’s default internet configuration.

On Windows, use the built-in Network reset feature
On Mac, remove and re-add your Wi-Fi connection
On Android, use the Reset network settings option
On iPhone, reset network settings through system settings

Keep in mind that resetting network settings will remove saved Wi-Fi passwords and reconnect settings, so you will need to enter your Wi-Fi password again afterward.

Step 8: Check Router Lights and Cables

Physical hardware problems can also interrupt your internet connection. Inspect your router and modem carefully to ensure everything is functioning properly.

The power light should remain solid
The internet or WAN light is usually blinking or stable during normal operation.
Check that all Ethernet and power cables are properly connected and not damaged.

If you notice loose or damaged cables, replacing them may restore your connection immediately.

Step 9: Update Router Firmware

Routers rely on firmware software to operate correctly. Outdated firmware can lead to connection instability, slow speeds, or compatibility problems with devices.

Log into your router’s settings page using a browser.
Look for a firmware or software update section.
If an update is available, install it and restart the router afterward.

Keeping your router firmware updated improves both performance and security.

Step 10: Contact Your Internet Provider

If you have tried all the steps above and your internet still does not work, it may be time to contact your internet provider directly.

Explain the problem and mention the troubleshooting steps you have already completed. Your provider can check for outages, signal problems, damaged lines, or account-related issues that may not be visible from your side.

In some cases, they may schedule a technician visit to inspect your connection.

Most internet issues are caused by simple challenges such as temporary router glitches, weak Wi-Fi signals, or short ISP outages. Following the steps above will resolve the majority of connection issues without needing technical support.

If the Internet is still not working after completing all steps, your internet service provider can run deeper diagnostics on your connection to help identify more complex underlying causes.