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Self Help: Troubleshoot Your Internet Connection

Hi everyone, Kellyn here! I am so excited to be working on this new blog series called Self Help where I will be posting howtos to help you troubleshoot or solve many simple tech issues. When I was working as a virtual school tech support person I had a lot of calls from kids with similar issues that I could have just directed them to a website or PDF document to resolve so that they could get their issues solved faster without having to ask for help. I figured something like this could be useful to my awesome clients as well. The trouble is, you never know when a problem can be solved by me, your Internet Provider, or your software vendor. This series of posts will help you answer these questions and be able to directly contact the right people to help out as quickly as possible so you can get back up and running. When I get to a certain number of these posts, I will end up making a free eBook out of them so you can read it online.

In today's post, I'm going to talk about how to deal with the dreaded Internet outage. Those are always so frustrating because they seem to happen right when you need to work on something important, ugh. Anyway, there is a quick and easy way to figure out what the issue is and you might even fix it just by trying each step. Make sure you follow each step in order until the issue is either solved or you know who you need to call for help.

You may either want to print out this article or bookmark/favorite it in your smartphone's web browser just in case you do lose Internet and need to access this post.

The Steps

  1. First, you need to make sure if all of your computers in your home/office are having trouble connecting to the Internet or just one or two. If just one of them is having trouble, skip to step 4 as the modem or router is not the problem. If you only have one computer, you can move on to step 2.
  2. Locate your modem, this is the black, white, or silver box that came from your Internet provider. Note, this is different from your wireless router which you purchased seperately from a store. Unplug it and leave it for about 10 seconds, then plug it back in. Wait for all the lights to come back on, they may be flashing but they should all be green. If they are not green and you still can't get online, you may need to call your Internet Provider and ask them to reset the modem. If all the lights are green and you still can't get online, continue to step 3. If you have a modem/router combo device (one box for Internet and WiFi) from your Internet Provider, you can go directly to step 4.
  3. Locate your wireless router and unplug it for 10 seconds like you did with the router. Once you plug it back in, make sure the lights labeled Internet and Wifi are green or blue. If they are not green or blue and you still can't get online, you have an issue with your router so you should call me and I will be able to help. If the lights are green or blue and you still can't get online, continue to step 4.
  4. Now, try shutting down the computer and turn it back on again. DO NOT click restart as this may not fix the problem. Once the computer is back on try to get online again, if you still can't get online then something is wrong with your computer and you will need to call me for help as it may have a virus or a broken network card.
  5. If your computer is connected with an Ethernet cable, also try unplugging it and plugging it back in to make sure it is secure. Make sure that is the case for your router and modem as well as cables sometimes get loose.

If you are only having trouble with loading some websites, stay tuned as I will have a blog post out to show you how to troubleshoot those issues as well.

And that's it! Basically, if you find there is an issue with the modem it is most likely and issue with your Internet Provider and you need to call them. Otherwise, you can call me and I can help. You may even find that your Internet works after trying these steps. Please send me some feedback on this post, I want to improve this for the eBook once I release it. Remember, click the button below to book an appointment with me if you need help and to know when more of these posts come out, use the form at the bottom of every page on this site to sign up for my email newsletter. Happy surfing everyone!