Don't Panic - This is Usually Easy to Fix!
Losing your internet connection is frustrating, but most of the time it's something simple. Let's work through this step by step.
Step 1: Check If It's Just One Device
First, check if other devices in your house can connect to the internet:
- Try your phone or tablet
- Try another computer if you have one
If other devices work: The problem is with that specific device - skip to Step 4.
If nothing works: The problem is with your internet connection - continue to Step 2.
Step 2: Check Your Router
Your router is the box that gives you internet. It usually has lights on the front.
What to look for:
- Is it plugged in? (Check the power cable)
- Are the lights on? (There should be several lights lit up)
- Is there a red light? (This usually means there's a problem)
Step 3: Restart Your Router
This fixes most internet problems! Here's how:
- Find your router (it's usually near your phone socket or TV)
- Unplug it from the wall
- Wait 30 seconds (count to 30 slowly)
- Plug it back in
- Wait 2-3 minutes for it to start up (the lights will stop flashing when it's ready)
- Try connecting to the internet again
This usually fixes the problem!
Step 4: Check Your Wi-Fi Connection (For Laptops, Phones, Tablets)
If you're using Wi-Fi (wireless internet), make sure you're connected:
- Look for the Wi-Fi icon on your device (usually looks like curved lines or bars)
- Click on it
- Make sure your Wi-Fi network is selected (it should have a tick next to it)
- If it's not connected, click on your network name and enter your Wi-Fi password
Can't find your Wi-Fi network? Your router might be off or too far away. Try moving closer to it.
Step 5: Check Your Cables (For Desktop Computers)
If you're using a desktop computer with a cable:
- Check the cable is plugged into your computer
- Check the other end is plugged into your router
- Try unplugging and plugging it back in
- Try a different cable if you have one
Step 6: Check Your Internet Provider
Sometimes the problem isn't with you - it's with your internet provider (like BT, Sky, Virgin, etc.).
How to check:
- Call your internet provider's customer service
- Ask if there are any problems in your area
- They can usually tell you if there's an outage (when the internet is down for everyone)
When to Call for Help
If you've tried all these steps and nothing works, it might be:
- A problem with your router that needs replacing
- A problem with your internet provider
- A problem with your computer's settings
Don't worry - we can help! Call us on 0808 123 2820 and we'll:
- Help you troubleshoot over the phone
- Fix it remotely if it's a computer problem
- Guide you through contacting your internet provider
Common Questions
Q: Why does my internet keep disconnecting?
A: This could be because your router is too far away, there's interference from other devices, or your router needs updating. We can help diagnose this.
Q: My internet is slow, not completely gone. What should I do?
A: Try restarting your router first. If it's still slow, it might be because too many people are using it, or you need a faster internet package. See our guide on slow computers.
Q: How do I know if my router is broken?
A: If the lights won't come on at all, or if there's a red light that won't go away, your router might be broken. Call your internet provider - they'll usually replace it for free.
Need More Help?
Internet problems can be tricky, but we're here to help. Call us on 0808 123 2820 and we'll get you back online!
