Internet downtime can interrupt work, online meetings, streaming, gaming, and everyday tasks. Whether the problem affects a single device or your entire network, the steps below will help you identify the cause, restore your connection, and gather useful information before contacting Swazzy Support if additional assistance is needed.
1. Determine Whether the Outage Affects One Device or Multiple Devices
Before troubleshooting, identify whether the issue affects only one device or your entire network.
- Check whether other devices, such as smartphones, laptops, tablets, or smart TVs, can access the internet.
- If only one device is affected, troubleshoot that device first.
- If all devices have lost internet access, continue with the following steps.
This helps determine whether the issue is device-specific or network-wide.
2. Inspect Your Modem and Router
Verify that your networking equipment is operating normally.
- Ensure the modem and router are powered on.
- Confirm that all power and Ethernet cables are securely connected.
- Check the status lights.
Typical indicators include:
- Power – Solid
- Internet/Online – Solid or blinking normally
- Red, amber, or flashing fault light – May indicate a connection problem
If your modem displays a fault indicator, continue with the remaining troubleshooting steps.
3. Restart Your Modem and Router
A restart often resolves temporary network issues.
- Turn off or unplug both the modem and router.
- Wait at least 30 seconds.
- Turn the modem back on first.
- Wait until all modem status lights stabilize.
- Turn on the router.
- Wait for the router to reconnect.
- Test your internet connection.
If your connection is restored, no further troubleshooting is required.
4. Verify Your Device's Network Connection
Ensure your device is connected correctly.
Wi-Fi
- Confirm that Wi-Fi is enabled.
- Connect to your usual wireless network.
- Disconnect and reconnect if necessary.
Ethernet
- Ensure the Ethernet cable is securely connected.
- Check for damaged or loose cables.
- Try another Ethernet cable or another router port if available.
Test your connection again after making any changes.
5. Check for Internet Service Outages
The outage may be outside your home or office network.
- Visit your Internet Service Provider's (ISP) outage or network status page.
- Check for planned maintenance or reported service interruptions.
- If an outage has been confirmed, wait until service is restored before continuing troubleshooting.
6. Restart Your Device
Temporary software issues can prevent your device from connecting.
- Restart your computer, smartphone, or tablet.
- Reconnect to your Wi-Fi or Ethernet network.
- Test internet access again.
7. Run an Internet Speed Test
If your connection has returned but feels slow or unstable:
- Use a trusted online speed test.
- Record your download speed, upload speed, and latency.
- Compare the results with your subscribed internet plan.
- Repeat the test at different times of the day if performance varies.
Slow speeds may indicate network congestion or ISP-related issues.
Use built-in networking tools to verify your connection.
Windows
- Open Command Prompt.
- Display your network configuration:
ipconfig /all
- Verify that your computer has a valid IP address.
- Test internet connectivity:
ping 8.8.8.8
- Test DNS resolution:
ping google.com
macOS
- Open Terminal.
- Display your network configuration:
ifconfig
- Test internet connectivity:
ping 8.8.8.8
- Press Control + C to stop the Ping test.
If Ping to the IP address succeeds but Ping to the website fails, the issue is likely related to DNS.
9. Renew Your Network Connection
If your device has lost its IP address or network configuration, renew it.
Windows
Open Command Prompt as Administrator and run:
ipconfig /release
ipconfig /renew
ipconfig /flushdns
Restart your web browser and test your internet connection again.
If your internet connection is still unavailable after completing the previous steps, contact Swazzy Support.
Before contacting support, collect:
- Modem or router status lights
- Error messages displayed on your device
- Results of Ping or network tests
- Date and time the issue began
- Whether one device or multiple devices are affected
- The troubleshooting steps already completed
Providing these details helps the support team identify the cause more quickly and resolve the issue faster.
Why is my internet still not working after restarting my modem and router?
The issue may be caused by a service outage, incorrect network settings, faulty equipment, ISP issues, or a device-specific problem. Continue with the remaining troubleshooting steps or contact Swazzy Support if the issue persists.
How can I tell if there's an internet outage in my area?
Visit your ISP's outage or network status page to check for reported service disruptions or scheduled maintenance.
My Wi-Fi is connected, but websites won't load. What should I do?
This often indicates a DNS or network configuration issue. Try restarting your device, flushing your DNS cache, or switching to Google DNS or Cloudflare DNS.
Should I factory reset my modem or router?
Only perform a factory reset as a last resort or when instructed by Swazzy Support because it removes your custom network settings.
When should I contact Swazzy Support?
Contact Swazzy Support if your internet connection remains unavailable after completing all recommended troubleshooting steps or if your modem continues displaying error lights.
Most internet downtime issues can be resolved by checking your networking equipment, restarting your modem and router, verifying your network connection, and performing basic network diagnostics.
If your internet connection remains unavailable after completing these steps, contact Swazzy Support with your troubleshooting history and diagnostic results so the support team can identify the cause and help restore your connection as quickly as possible.