Why Is My Internet Not Working? Troubleshooting Guide & Fixes

Home & Business Internet Blog | MATE | 5 November 2021

Is your internet down? Slow speeds, Wi-Fi issues, or a total connection drop can be frustrating — especially when working from home or while streaming your favourite TV shows. If you’re in need of some internet troubleshooting tips, then you’re in the right place! We’ll walk you through the most common internet problems and step-by-step fixes to get you back online fast.

Scenario 1: Nothing works at all

If nothing’s working, not even a little bit, start with these steps.

Step 1: Restart your modem and/or router

It’s true: the first step really is, “Have you tried turning it off and on again?” 

Just like your computer can freeze up and need a reboot, your modem or router can do the same. If either device is no longer doing its job, restarting may be all that’s needed to get you up and running again. Sometimes, there has been a software update that is stuck in progress. By momentarily removing your router’s power, you can help push through software fixes and upgrades, which can help resolve your connection issues. 

Start by unplugging your modem and router and leave them disconnected from the power for at least 15 seconds. Then plug your modem in first before reconnecting your router if you have separate devices. If they don’t start powering up immediately, look for a power button. Most devices need about 2 minutes to fully power on and restore the wireless connection. If your devices aren’t working once this is complete, either via an ethernet cable or Wi-Fi, move on to Step 2.

Be sure you do not reset your modem! This will wipe your all-important Internet connection settings from the modem and will then require a reconfiguration.

Step 2: Check the lights on your modem/router

Your modem or router may have indicator lights that tell you whether they think they’re working. If so, review these — if you’re unsure, check the documentation or ask your internet provider. If they say they’re working, but your devices still don’t have internet, either via ethernet cable or via a Wi-Fi connection, move on to Step 3.

If the lights indicate that you don’t have service, move to Step 4.

Step 3: Forget and rejoin your wireless network

Your phone or tablet remembers information about your wireless network so they can quickly reconnect when you return home. But if something goes wrong with your network connections, your devices may be stuck in a loop, remembering some bad wireless network information, which can affect your internet bandwidth and internet speeds. Look for an option on your device to forget the Wi-Fi networks. 

You can action this through your device’s wireless settings, by rejoining the same network. If reconnecting to your Wi-Fi network or wireless network doesn’t fix your issue with your local connection and there’s no improvement to your connection status, move to Step 4.

Step 4: Contact your internet service provider (ISP)

If the above steps don’t resolve your problem (and especially if your modem and router display something’s not working), it may be time to reach out to your Internet Service Provider (ISP). Sometimes, it’s a simple fix on their end with network hardware or network equipment where they can reset your internet access. Other times there’s a more widespread internet outage that may be affecting multiple customers. 

Calling in or checking your providers’ outages page online is the best way to get an idea of when this will be fixed and if it’s something outside your control.

Some extra internet troubleshooting you can do before calling your ISP:

• Check Cables: Loose or unplugged cables cause frequent connection issues.
• Try a Different Device: If another device connects fine, the issue may be with your phone/laptop.

Test Using Ethernet: Plugging directly into the router can confirm whether your issue is with your Wi-Fi or the internet connection itself.

Scenario 2: Some things work, some don’t

Whether you have your Wi-Fi connected but no internet connection or your internet keeps dropping out, it can be equally frustrating when things only work halfway. If that’s the case, then stay tuned for some of our other troubleshooting tips you can explore.

Option 1: Restart your modem/router

Yes, again. This is usually the answer if existing devices (say, your streaming box) are working fine, but new devices or ones that have left and returned to the premises (say, your phone) aren’t.

Your router assigns IP addresses to devices that join your network. Sometimes, routers handle existing devices just fine but they may fail to assign new IP addresses correctly. Rebooting usually solves this.

Be sure you do not reset your modem! This will wipe your all-important Internet connection settings from the modem and require it to be reconfigured to your network.

Option 2: Restart Wi-Fi network devices that aren’t working

We’re kind of giving your modem and router a bad rap. Sometimes it’s not their fault, though! If your phone or tablet isn’t working and everything else is, try restarting the problem device. It may be failing to connect correctly or remembering an old IP address. It could be struggling in any number of ways. Usually, a restart will correct it. If device-specific issues persist, it may be time to look at a new modem/router – this could be the cause of your Wi-Fi or network issues.

Option 3: Check if the website is down

If everything is working fine except for your favourite website or streaming service, then the problem is probably with that website or service. If you aren’t sure, you can try checking a site such as DownDetector.com. Crowd-sourced websites like this one can tell you if others are having the same issues as you.

If the above options don’t yield results, or if you’re having consistent problems across all devices, it’s time to call your ISP. A reset from their end might solve your issues. Or they may be experiencing difficulties of some kind such as a partial outage. They can likely reassure you that you’ve done everything you can do.

Following these tips will help you solve many of the common internet connection problems people face. If your connection still isn’t working, please contact us for help with internet troubleshooting. We’re here to help!

Common ISP Outages & What to Do

Quick Fixes for ISP Issues

When your internet is not connecting or stops working, the issue may not always be with your modem or router — it could be an outage from your Internet Service Provider (ISP). Here are some quick ways to troubleshoot and stay connected while your ISP resolves the issue:

1. Check Your ISP’s Outage Page

Most ISPs provide a network status page that lists known service disruptions in your area. This is the quickest way to determine if the issue is on their end.

How to Check for ISP Outages:

• Visit your ISP’s website → Look for a “Service Status” or “Network Outages” page.
• Check their social media → ISPs often post live updates on Twitter or Facebook.
• Use third-party websites → tools like DownDetector can see if other users are reporting issues.
• Call customer support → if no outage is listed, but your internet is still down.

Pro Tip: If your ISP confirms an outage, ask them for an estimated resolution time so you can plan accordingly.

2. Use Mobile Data as a Backup

If your home internet is down, your smartphone’s 4G/5G data can serve as a temporary internet connection through hotspot tethering.

How to Set Up a Mobile Hotspot:

1. On iPhone: Go to Settings → Personal Hotspot → Enable “Allow Others to Join.”
2. On Android: Go to Settings → Network & Internet → Hotspot & Tethering → Enable “WiFi Hotspot.”
3. Connect your laptop, tablet, or other devices to your phone’s WiFi network.
4. Use data cautiously — some mobile plans have hotspot data limits.

Pro Tip: Tethering can be a lifesaver during extended outages if you’re on a mobile plan with unlimited data inclusions.

3. Consider a Secondary ISP for Backup Internet

If you frequently experience ISP outages, having a backup internet connection can prevent disruptions — especially if you work remotely or rely on the internet for business.

Backup Internet Options:

• 5G Home Broadband: Uses a mobile network instead of fixed-line cables. Faster speeds, no installation required.
• Secondary nbn Provider: Some users opt for a second, cheaper nbn plan from a different provider to switch during outages.
• Satellite Internet: For rural areas, services like Starlink offer non-traditional backup options.

Pro Tip: Some modern routers support dual connections, meaning they can automatically switch between nbn and 5G backup when your primary internet fails.

Final Thought: Stay Connected, Even During Outages

We have all had to endure that age-old, frustrating question before: “Why is the internet not working?”

But the good news is, there are solutions to every problem. Knowing how to quickly diagnose the issue and switch to a backup option can help keep you online when it matters most. Whether it’s checking for an outage, using your mobile hotspot, or investing in 5G backup internet options, these solutions ensure you’re never fully disconnected.

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