Internet down? Quick checks before you call
Updated 9 November 2026 · How-to
How to tell whether the problem is your computer, your office network or your internet provider, and the right order to restart things.
When the internet stops working, the cause is usually in one of three places: a single computer, the equipment in your office, or your internet provider. A few minutes of checking tells you which, and often fixes it.
Is it just you?
Check whether colleagues can get online, and try a website on your phone with Wi-Fi turned on. If only your computer is affected, restart it, check that Wi-Fi is on and connected to the right network, and if you use a cable, make sure it is firmly plugged in at both ends. If everyone is affected, read on.
Check the provider
Look up your internet provider's outage page or social media using your phone's own data connection. Many providers also have an automated line that tells you about known outages in your area. If there is an outage, there is nothing to fix in the office; the provider has to restore it. Let us know if it is affecting the business badly, and we can help you work around it, for example with a phone hotspot.
Look at the lights
Find the modem (the box from your internet provider) and, if you have one, the firewall or router next to it. Red or orange lights, or lights that are off when they are usually on, point to where the problem is. Take a photo of the lights before you touch anything; it helps us and your provider.
Restart in the right order
If there is no outage, restart the equipment in order. Unplug the power from the modem first, then the firewall or router. Wait thirty seconds. Plug the modem back in and wait until its lights settle, which can take a few minutes. Then plug in the firewall or router and wait again. Only restart equipment you are confident about, and never press a reset button; that wipes the settings and can take your whole network offline until we rebuild it.
When to call us
If the internet is still down after a restart and the provider reports no outage, call us on 855-248-2637. A whole-site outage that stops the business from working counts as an emergency. Tell us what the lights look like and what you have already tried. With the photo, we can often tell straight away whether the problem is the provider's line or the equipment we look after, and we can talk to the provider on your behalf if you want us to.
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