No Internet? Check Power and Provider Status Before Resetting
Find out whether no internet is caused by lost power, Wi-Fi trouble or a provider outage. Restart safely and use cellular service when available.
First, turn off Wi-Fi on your phone and test cellular data. If it works, use it to check your internet provider’s outage status and send essential messages. Don’t start with a factory reset.
A visible Wi-Fi network does not prove that internet service is working. Wi-Fi connects your device to your local network; the connection beyond your router can still be down. AT&T explains the distinction.
Identify what is down
| What you find | Next action |
|---|---|
| Modem or router has no power | Check its power connection and any existing backup supply. During a blackout, restarting cannot help equipment that has no power. |
| Wi-Fi connects, but websites fail on several devices | Check provider outage status, then restart equipment if no outage is reported. |
| Another device can browse on the same Wi-Fi | Troubleshoot the affected phone or computer first, rather than resetting the whole network. |
| Provider confirms an outage | Use an available alternative connection and watch for restoration updates. Backup power alone cannot repair the provider’s network. |
Testing a second device helps separate a device problem from a network problem. Make sure a test phone is actually using Wi-Fi, not cellular data. Microsoft recommends this comparison.
Use your provider’s app or official outage page. As of October 2026, Xfinity’s outage tools show repair status and an estimated restoration time when available; they also let you report trouble that is not already listed. Treat a restoration estimate as an estimate, not a deadline.
Power is back, but internet is not
Check accessible power cords and network cables for loose connections. If you have fiber service with a separate optical network terminal (ONT), check that it has power too. Powering the router alone is not enough if the separate ONT has lost power: AT&T says an external ONT needs its own backup power source.
If no provider outage is reported, perform one orderly restart. For a typical separate cable modem and router:
- Unplug power to both devices.
- Wait at least 30 seconds.
- Reconnect the modem first and wait for its startup sequence to finish.
- Reconnect the router and allow a few minutes for both devices to become ready.
- Test a website again.
These are Microsoft’s general restart steps. A combined modem/router is one device. Follow your provider’s instructions for fiber gateways, ONTs or equipment with internal batteries; do not open equipment to force a restart.
Avoid the Reset button unless support specifically directs you to use it. A factory reset can erase your custom Wi-Fi name, password and other settings. It is different from disconnecting power and restarting. AT&T’s gateway guidance distinguishes the two.
If several devices still have no internet after startup, contact the provider with your equipment model, status lights and outage start time.
Stay connected while waiting
A phone hotspot can give a laptop internet access only if cellular data is working and your mobile plan supports it. It is an alternative connection, not a repair to home broadband. Apple’s hotspot instructions explain the cellular requirement and possible additional fees. Turn the hotspot off when finished.
During a wider emergency, keep calls brief and try ordinary SMS texts for non-emergency check-ins. The FCC advises that texts may get through when calls do not; delivery is not guaranteed.
For the next outage, plan backup power for the modem, router and any separate ONT. Keeping home equipment powered and having an alternative internet connection solve different failures.