Power protection
A small battery backup (UPS) keeps your modem and router alive through brief power blips.
Outage help
Internet & Wi-Fi Outage Help
Is it your equipment or an outage on your provider’s network? Work it out in minutes, and know exactly what to do next.
Outage triage
Is it you, or your provider?
Answer four quick questions. This is a general guide, not a diagnosis, and nothing you enter leaves your device.
Tip: check your provider’s status page or app from your phone using mobile data, since your home Wi-Fi may be down.
Local or provider?
How to tell the difference
| What you notice | Often means | What to do |
|---|---|---|
| Everything offline, wired too, and the internet light is warning-colored | Outage or line problem on the provider side | Restart once, then check provider status and report it. |
| Everything offline, but the internet light looks normal | Router or Wi-Fi fault, or an upstream issue | Try a wired test, restart in order, check status. |
| Wired works, Wi-Fi does not | Router wireless problem | Restart router, then check Wi-Fi settings. Not an outage. |
| Only one device cannot connect | That device | Forget and rejoin the network, restart the device. |
| Whole neighborhood is affected | Provider-side outage | Report it, then wait for restoration. |
Do this first
Five-minute outage checklist
- 1
Check the power
Confirm modem and router are plugged in and the outlet works. A tripped breaker or loose adapter is surprisingly common.
- 2
Read the lights
Photograph them. A warning color on the internet light usually points to the line or an outage.
- 3
Test by cable
Plug a laptop into the router by Ethernet. This separates Wi-Fi faults from a connection fault.
- 4
Restart in order
Modem first, then router, waiting 2 to 3 minutes each. See the restart checklist.
- 5
Check status on mobile data
Open your provider’s app or website on your phone, or call their outage line, and note any reported outage.
During an outage
Stay connected and protected
- Use your phone as a hotspot for essential tasks, if your plan allows it.
- Do not factory-reset your router. It rarely helps and can erase your settings.
- Unplug sensitive electronics during storms or power surges.
- Write down when the outage started and each symptom. Your provider will ask.
- Save phone battery. Mobile networks may be busier than usual.
After it is back
Bring everything back cleanly
- Restart modem then router once service returns.
- Wait 5 minutes before testing speed.
- Toggle Wi-Fi on stuck devices or restart them.
- Re-link smart-home devices in their apps if needed.
- If drops continue, keep a log and report them to your provider.
Be ready next time
Reduce the impact of future outages
Backup connection
Know how to use your phone hotspot, and check if your plan includes it.
Keep your records
Save your account number, equipment model and your provider’s outage line somewhere offline.
FAQ
Outage questions
How long do internet outages last?
It depends on the cause. Brief ones may clear in under an hour, while storm damage or line repairs can take longer. Your provider is the source for restoration times.
Can I get a credit for an outage?
Some providers offer credits. Ask your provider and have your outage notes ready. We cannot request credits for you.
Why is my Wi-Fi down but the internet light is fine?
The router’s wireless side may have failed or hung. Restart the router and test by Ethernet to confirm.
Should I call my provider or TKBNet?
If your provider reports an outage, wait for them. If you cannot tell, or the outage seems to be in your home, we can help you work it out. We do not replace your provider.
Does TKBNet serve my state?
Yes. Our phone support covers households anywhere in the USA.
Prefer to talk it through?
Call Monday–Friday, 9am–6pm Eastern. Please know before you call: you are reaching an independent assistance service, and we will explain any fees before they apply.
Call (833) 581-4309