Category: Quick Guide / Technology

⚡ What to Do When Your Wi-Fi Isn’t Working

When Wi-Fi stops working, the problem may be with your device, router, internet service, or network password.

Use this guide to identify the problem and try the safest solutions first.

First: Check What Is Not Working

Ask:

• Is one website or app not working?
• Is one device unable to connect?
• Are all devices offline?
• Does the Wi-Fi symbol appear?
• Does the device say “Connected, no internet”?
• Did the problem begin after changing a password, moving equipment, or losing power?

This helps you determine where the problem may be.

Step 1: Try Another Website or App

Open a different website or an app that uses the internet.

• If the other website works, the original website may be temporarily unavailable.
• If nothing works, continue troubleshooting your connection.
• If an app does not work but websites do, close and reopen the app.

Do not repeatedly enter passwords or change settings until you know whether the problem affects the entire connection.

Step 2: Check the Wi-Fi Setting

On your phone, tablet, or computer:

1. Open Settings.
2. Select Wi-Fi, Network, or Connections.
3. Make sure Wi-Fi is turned on.
4. Make sure airplane mode is turned off.
5. Look for your usual network name.
6. Confirm that the device says Connected.

If the device is connected to an unfamiliar public network, disconnect and select your trusted home network.

Step 3: Turn Wi-Fi Off and Back On

1. Turn Wi-Fi off on the device.
2. Wait 10 seconds.
3. Turn Wi-Fi back on.
4. Select your usual network.
5. Wait for it to reconnect.
6. Try opening a website again.

This refreshes the device’s connection without changing your saved network information.

Step 4: Check Another Device

Try using Wi-Fi on another phone, tablet, computer, television, or other connected device.

• If the other device works, the problem is probably limited to the first device.
• If no devices work, the problem may be with the router or internet service.
• If some devices work and others do not, check the affected devices individually.

Step 5: Move Closer to the Router

Walls, floors, appliances, and distance can weaken a Wi-Fi signal.

1. Move closer to the router.
2. Check whether the signal becomes stronger.
3. Try the website or app again.
4. Move away from microwaves, thick walls, and large metal objects if possible.

If Wi-Fi works near the router but not in another room, the problem is likely the signal range rather than the internet service.

Step 6: Restart Your Device

1. Save any work.
2. Turn the device off normally.
3. Wait 30 seconds.
4. Turn it back on.
5. Reconnect to Wi-Fi.
6. Test the internet again.

Restarting can clear a temporary connection problem.

Step 7: Check the Router

Find the router or internet gateway. It is usually a small box with cables and indicator lights.

Check that:

• The power cable is connected.
• The internet cable is secure.
• The device has power.
• The lights are on or blinking normally.
• No cable appears damaged.
• The router is not unusually hot.

Do not disconnect cables unless you know where they belong.

Step 8: Restart the Router Safely

If all devices are offline:

1. Ask anyone using the connection before restarting it.
2. Unplug the router’s power cable.
3. If you have a separate modem, unplug that device too.
4. Wait at least 60 seconds.
5. Plug the modem back in first, if it is separate.
6. Wait for its lights to become steady.
7. Plug the router back in.
8. Wait several minutes for the connection to return.
9. Reconnect your device and test the internet.

Some homes have one combined modem-and-router unit. If you have only one box, unplug and restart that device.

Do not press the small Reset button. That button may erase the network name, password, and other settings.

Step 9: Check the Network Password

If the device says the password is incorrect:

1. Confirm that you selected the correct network.
2. Enter the password carefully.
3. Check uppercase and lowercase letters.
4. Distinguish similar characters, such as 0 and O.
5. Make sure there are no extra spaces.
6. Check the label on the router if the password has never been changed.
7. Ask the person who manages the network whether the password was updated.

Do not share your Wi-Fi password publicly or enter it into an unfamiliar website.

Step 10: Forget and Reconnect to the Network

Use this step only if you know the correct Wi-Fi password.

1. Open the device’s Wi-Fi settings.
2. Select your network.
3. Choose Forget This Network, Remove, or a similar option.
4. Select the network again.
5. Enter the password.
6. Test the connection.

Forgetting the network removes its saved password and settings from that device.

Step 11: Check for an Internet Outage

Your internet provider may be experiencing an outage.

Using cellular service or another working connection:

1. Open the provider’s official app or website.
2. Look for an outage or service-status page.
3. Check for a notice on your account.
4. Ask a nearby neighbor who uses the same provider.
5. Call the provider using a verified customer-service number.

Use the number on your bill, account page, or provider’s official website—not a number from an unexpected pop-up.

If Wi-Fi Works but Is Very Slow

Try:

1. Move closer to the router.
2. Close apps and browser tabs you are not using.
3. Pause large downloads or updates.
4. Ask others to pause high-quality video streaming temporarily.
5. Restart your device.
6. Restart the router.
7. Test the connection at a less busy time.

Several devices using the internet at once can slow the connection.

If Only One Device Will Not Connect

On that device:

1. Turn Wi-Fi off and back on.
2. Turn airplane mode on, wait 10 seconds, and turn it off.
3. Restart the device.
4. Confirm the correct network and password.
5. Forget the network and reconnect.
6. Check for a device update.
7. Test the device on another trusted network if one is available.

If it connects elsewhere, the issue may involve your home router’s settings or device limit.

If You Need Internet Immediately

You may be able to:

• Use cellular data on your phone.
• Use your phone’s personal hotspot if your plan allows it.
• Move to a trusted network at work, school, a library, or another familiar location.
• Call the person or organization you were trying to reach.
• Save offline work and upload it later.

Public Wi-Fi may not be secure. Avoid banking, medical portals, shopping, or sending sensitive information while using it.

Stop and Ask for Help If

• The router smells like it is burning.
• The router or power adapter is extremely hot.
• A power cable is damaged.
• You see sparks or exposed wires.
• You are unsure which cables to disconnect.
• Someone asks for remote access to your device.
• A pop-up demands payment to restore your connection.
• The internet provider asks you to make unfamiliar changes you do not understand.

Do not give anyone your passwords, verification codes, or payment information unless you independently contacted your verified internet provider.

Before Calling Your Internet Provider

Have this information ready:

• Account holder’s name
• Service address
• Account number, if available
• When the problem started
• Which devices are affected
• Messages shown on the screen
• Router light colors or patterns
• Steps you already tried

Never share your account password or one-time security code with an unexpected caller.

Quick Wi-Fi Checklist

Try these steps in order:

1. Open another website.
2. Confirm Wi-Fi is on and airplane mode is off.
3. Turn Wi-Fi off and back on.
4. Test another device.
5. Move closer to the router.
6. Restart your device.
7. Check the router’s power and cables.
8. Restart the router safely.
9. Confirm the network password.
10. Check for a provider outage.

If every device remains offline after these steps, contact your internet provider using a verified phone number.

Helpful Resources: Browse Wi-Fi & Connectivity for products, equipment, services, or supplies related to this section.