How to Troubleshoot No Internet Connection Issues

Check Multiple Devices

• Try internet on phone, laptop, tablet
• If only one device affected: problem is device-specific
• If all devices affected: problem is router or ISP
• Test both Wi-Fi and wired connections

Check Router and Modem Lights

Normal modem lights:

• Power: Solid green/white
• Internet/Online: Solid green/white (connected)
• Flashing: Modem trying to connect
• Red/amber: Connection problem

Router lights:

• Power: Solid
• Internet/WAN: Solid (has connection from modem)
• Wi-Fi: Solid or flashing (active)

Verify Physical Connections

• Check all cables firmly connected
• Ethernet cable from wall to modem (Internet/WAN port)
• Ethernet cable from modem to router WAN/Internet port
• Power cables plugged in securely
• Look for damaged cables (kinks, cuts, chewed by pets)
• Unplug and replug all connections

Check for Service Outages

• Use mobile data to check ISP's status page
• Check Downdetector.com for reported outages
• Call ISP support number (have account number ready)
• Ask neighbours if their internet working
• If widespread outage, wait for ISP to restore service

Toggle Airplane Mode (Mobile Devices)

• On phone or tablet, enable Airplane mode
• Wait 10 seconds
• Disable Airplane mode
• Device reconnects to Wi-Fi
• Often fixes temporary connection glitches

Power Cycle Modem and Router (Correct Order)

• Unplug power cable from modem
• Unplug power cable from router
• Wait 30 seconds (clears memory)
• Plug modem back in first
• Wait until all lights stable (2-3 minutes)
• Then plug router back in
• Wait for router lights to stabilise
• Test internet connection

Factory Reset Router (Last Resort)

• Only if power cycling doesn't work
• Find reset button (usually recessed hole on back)
• Press and hold with paperclip for 10-30 seconds
• Router lights flash and restart
• Router resets to factory defaults
• You'll need to reconfigure Wi-Fi name and password

Test with Direct Modem Connection

• Disconnect router from modem
• Connect computer directly to modem with Ethernet cable
• Power cycle modem
• Test internet on computer
• If works: router is faulty
• If doesn't work: modem or ISP issue

Run Windows Network Troubleshooter

• Settings → Network & Internet → Status
• Click "Network troubleshooter"
• Follow on-screen instructions
• Windows detects and fixes common issues automatically
• May reset network adapter or renew IP

Flush DNS Cache

• Search for "Command Prompt" or "cmd"
• Right-click → Run as administrator
• Type: ipconfig /flushdns
• Press Enter
• Message: "Successfully flushed the DNS Resolver Cache"
• Clears corrupted DNS entries

Reset Network Stack

• Command Prompt (Administrator)
• Type these commands one by one, pressing Enter after each:
• netsh winsock reset
• netsh int ip reset
• ipconfig /release
• ipconfig /renew
• Restart computer

Update or Reinstall Network Adapter Driver

• Device Manager → Network adapters
• Right-click Wi-Fi or Ethernet adapter
• Select "Update driver"
• Choose "Search automatically for drivers"
• If no update: Right-click → Uninstall device
• Restart computer (Windows reinstalls driver automatically)

Disable and Re-enable Network Adapter

• Settings → Network & Internet
• Change adapter options
• Right-click network adapter → Disable
• Wait 10 seconds
• Right-click → Enable
• Wait for connection to re-establish

Change DNS Servers

• Settings → Network & Internet → Change adapter options
• Right-click adapter → Properties
• Select "Internet Protocol Version 4 (TCP/IPv4)"
• Click Properties
• Select "Use the following DNS server addresses"
• Preferred DNS: 8.8.8.8 (Google)
• Alternate DNS: 8.8.4.4
• Or use Cloudflare: 1.1.1.1 and 1.0.0.1
• Click OK and test connection

Check IP Address Assignment

• Command Prompt: ipconfig
• Look for IPv4 Address under your adapter
• Should start with 192.168.x.x or 10.x.x.x
• If shows 169.254.x.x: DHCP failed
• Run: ipconfig /release then ipconfig /renew
• If still 169 address, router DHCP may be disabled

Disable VPN or Proxy

• VPN software can block connections if misconfigured
• Disable VPN temporarily and test
• Settings → Network & Internet → Proxy
• Ensure "Automatically detect settings" is ON
• Ensure "Use a proxy server" is OFF

Check Firewall and Antivirus

• Temporarily disable antivirus and test
• If internet works: antivirus blocking connection
• Add exception or reinstall antivirus
• Windows Defender Firewall rarely causes issues
• Third-party firewalls sometimes block legitimate traffic

Test Different Wi-Fi Band

• If dual-band router, try both 2.4GHz and 5GHz
• 2.4GHz: Better range, more interference
• 5GHz: Shorter range, less interference
• Disconnect from current network
• Connect to other band and test

Contact ISP Support

Call ISP if:

• Modem lights show connection problem
• Direct modem connection doesn't work
• All troubleshooting steps failed
• Frequent disconnections persist

Have ready:

• Account number
• Description of problem
• Modem light status
• Steps already tried
• ISP may schedule technician visit or replace equipment

Consider Hardware Replacement

• Router older than 5 years may be failing
• Frequent disconnections despite troubleshooting
• Slow speeds not matching ISP plan
• Modern routers support newer Wi-Fi standards
• Cost: £50-£200 depending on features