Step 1
01Check your own gear
Most 'outages' are a stuck modem or router. Start at home before you call anyone.
- Check modem lights
- Reseat cables
- Power-cycle properly
- Try a wired device
Section 02 · Outage Help
Internet down? Work out why - then get it fixed.
A practical walk-through for telling a home-gear problem from a real provider outage, and what to do in each case.
(833) 821-1859
Internet in loop
Step 2
02Confirm an outage
If your gear looks healthy, see whether the problem is bigger than your house.
- Provider status page
- Provider app alerts
- Ask a neighbor
- Check phone on mobile data
Step 3
03Report it properly
A clear report gets a faster fix. Note what you've tried and ask for a ticket number.
- Note start time
- List what you tried
- Get a ticket number
- Ask for an ETA
Step 4
04Stay connected meanwhile
Don't lose the workday. Use your phone as a hotspot or a 5G backup until service returns.
- Phone hotspot
- 5G backup device
- Offline-ready files
- Ask about bill credits
The Ledger
Your side or theirs? Read the signs.
Sign
Likely your gear
Likely an outage
Modem lights
Normal, but no connection
Blinking or red 'online' light
Which devices
Only some are affected
Every device is offline
Wired vs Wi-Fi
Wired works, Wi-Fi doesn't
Neither works
Neighbors
They're online
They're offline too
Provider status
No issues reported
Outage listed for your area
After a restart
Fixes it
No change
Good to know
Outages are fixed by your provider.
Internet in loop is independent and doesn't operate any network, so we can't repair a provider-side outage. What we can do is help you rule out your own equipment, report the problem clearly, and ask for the right credit or follow-up. If you'd like a person to walk you through it, call us.