When the internet stops working, the fastest first question is whether the problem is inside your home or outside it. Check more than one device, the modem or fiber gateway status, and your provider’s outage information before changing WiFi settings. This quick split can prevent a factory reset when the line itself is down.
Start with three simple checks
- Try a website on two devices connected to the same home network.
- Turn off WiFi on your phone and test the same site over mobile data.
- Look at the modem, ONT, or gateway online light. Use the label in the device manual because light names and colors vary.
If several devices fail while mobile data works, the issue is probably the home connection or the provider. If only one device fails, focus on that device instead of reporting an area outage.
Check for an outage before resetting anything
Use the provider’s app or status page over mobile data. Some providers require you to sign in, confirm an address, or run a line test. Search the provider’s official support page rather than trusting a social post. You can also ask a nearby neighbor who uses the same provider, but a neighbor with a different network is not a useful comparison.
An outage page may show an area event, maintenance, or an account-specific problem. Save the incident number and estimated update time. Do not repeatedly reboot the gateway while the provider is testing the line unless support asks you to.
Read the lights and cable path
| What you see | What it suggests | Next step |
|---|---|---|
| WiFi light is on, online or internet light is off | The router is broadcasting, but the outside connection may be down | Check the provider status and the cable or fiber handoff |
| All devices fail, but gateway lights look normal | Possible DNS, account, or service problem | Test a second site and run the provider’s line check |
| Only one device fails | Likely a device setting, saved profile, or adapter issue | Test that device on a phone hotspot |
| Gateway restarted and lights never return to normal | Possible line, power, or equipment problem | Check cables and contact the provider |
Try safe home checks
Confirm the gateway power cable is firmly connected and check the coaxial, Ethernet, or fiber connection without bending a fiber cable. If you use a separate modem and router, check both devices. A normal WiFi name does not prove that the internet line is working.
Restart the modem or gateway only after you have checked the outage page. Unplug the power, wait for the time recommended by your provider, and reconnect it. Do not press the small reset button unless you have a backup of the setup. A factory reset erases the network name, password, and custom settings.
When it is a WiFi problem
If Ethernet works but WiFi does not, inspect the wireless band, placement, and router settings. If only one device fails, use our guide to WiFi working on every device except one. If the network name is missing from a phone, follow our WiFi network discovery checklist.
When to contact the provider
Contact support when the official status page shows an outage, the online light stays abnormal after the approved restart, the line test fails, or your account appears suspended. Tell support which devices failed, whether mobile data worked, what the lights showed, and when the problem began. Those details are more useful than saying only “the WiFi is down.”
For a broader symptom checklist, see TP-Link’s WiFi diagnosis guide. It also recommends checking the provider outage status before assuming the router is broken.
Bottom line
Separate a home WiFi fault from an internet outage by testing multiple devices, mobile data, gateway lights, and the provider status page. Make one safe change at a time, avoid a factory reset during an outage, and give support a clear timeline and light status when you call.
