Internet down, provider says "reboot your modem"
Sometimes valid, sometimes a brush-off. Do it in the right order or you may not fix it or break something else.
Try this first
- 1First unplug power from your own router or firewall, then from the provider modem. Wait 1 minute.
- 2Power on the provider modem first. Wait until all lights are steady (can take 3-5 minutes).
- 3Only then power on your own router. Otherwise your router gets a bad answer from a not-ready modem.
- 4Test on a wired laptop. Works? Done. Does not work? Call the provider back; ask specifically about an outage in your postcode.
When to bring us in
If the provider keeps blaming your side while nothing changed: request a technician. We can be there at the same time to rule out the inside quickly.
See also
- Wi-Fi drops randomly across the officeFirst rule out whether it is the access points or the internet connection itself. Different fix.
- One room or corner has no or bad Wi-FiNot always "add another AP"; often one is poorly positioned, or there is a metal wall in the way.
- Internet is suddenly slow for everyoneThree suspects: your provider, a colleague soaking the line, or a backup or update kicking in unexpectedly.
None of the above fits?
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