Router or provider — how to tell who's really at fault
Before you call your provider's hotline or start changing router settings, it's worth figuring out which side the problem is actually on. It saves time — and sometimes a long call with an automated hotline.
Where the line of responsibility falls
Your provider is responsible for the line to the modem (the cable, fiber, or signal) and the modem itself. Everything past the modem — the router, in-office cabling, WiFi — is usually your own hardware and configuration. Knowing which zone you're dealing with tells you immediately where to look.
How to check, step by step
Check the lights on the modem itself
If you have a separate modem and router (two devices), look at the modem — an "Internet" light that's red or unlit usually means no signal from your provider, before it even reaches the router.
Plug a computer directly into the modem
If possible, unplug the router and connect a computer straight to the modem with a LAN cable. If the internet works — the problem is in the router, not with your provider. If it still doesn't work, the provider is most likely at fault.
Check your provider's outage map
From your phone on mobile data, check your internet provider's website or app — most publish current outages by area. If your area is listed, there's no point restarting your own equipment.
Ask a neighbor or the office downstairs
If you share a provider with a nearby office or apartment, a quick "is yours down too?" settles the question faster than any technical test.
What to do with each result
- Modem has internet, router doesn't — restart the router, check the LAN cable between modem and router, and factory-reset the router if needed.
- Modem has no internet either — contact your provider, ideally with an outage number or a screenshot of their status page if you already checked it.
- Everything looks fine, but nothing works — a good moment to report the issue to IT with a description of the tests you've already run.
Why this information speeds up the fix
Reporting "I checked, the modem has a signal, but nothing works past the router" lets remote diagnosis skip the first step and go straight to checking the router's configuration — often the difference between a fix in minutes and a back-and-forth of emails.
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