RouterEntry · Sources checked · How we write our guides
Answer a few questions to find the right next step.
Your device can reach the router while the router cannot reach the internet. A Wi-Fi icon alone does not identify where the fault is.
If only one device fails
Check two unrelated websites. If one works, investigate the failing site or app first. Turn Wi-Fi off and back on, then reconnect. Use the network troubleshooter provided by your device; on a managed computer, ask your IT team before changing settings.
Before forgetting a saved network, make sure you have its Wi-Fi password to reconnect. An admin password is not necessarily the Wi-Fi key.
If several devices fail
- Check your provider’s service status using a working connection, if possible. An outage may affect the whole home.
- Read the equipment lights or error display and compare them with the exact model’s official guidance.
- Check power and the internet connection cable without changing the configuration. Follow the provider’s restart procedure if appropriate. Warn anyone using phone, TV or other connected services first.
If service still fails, tell the provider which devices you tried, the light/error state and whether a wired device works. You do not need to publish account details or screenshots to request help.
Use the result to choose your next check
| What you observe | Useful next check |
|---|---|
| One website fails; others work | That website, app or browser |
| One device fails; another works on the same Wi-Fi | The first device’s connection and settings |
| Ethernet through the router works; Wi-Fi does not | Wi-Fi connection and coverage |
| Several Wi-Fi and wired devices fail | Shared equipment, cables and provider service |
These comparisons narrow the next check; they do not prove a hardware diagnosis.
Restart is different from reset
A restart briefly interrupts service. A factory reset can erase settings needed to reconnect. Read restart versus reset before touching a reset pinhole.