Internet Is Completely Down

No devices in your home or office can reach the internet, even though Wi-Fi may still appear connected.

Network & Wi-Fi

Step-by-Step Diagnosis

  1. Check if Wi-Fi is connected — If your device shows a Wi-Fi connection but no internet, the issue is likely with your router or ISP, not your wireless network.
  2. Check the modem/ONT — Look at your ISP modem or fiber ONT (the box where the internet enters your building). Are the lights normal? A solid or blinking "Online" or "Internet" light means ISP connectivity is good.
  3. Power cycle in order:
- Unplug the modem/ONT (wait 30 seconds, plug back in, wait 2 minutes) - Then unplug the router (wait 30 seconds, plug back in, wait 2 minutes)
  1. Test with a direct connection — Plug a laptop directly into the modem via Ethernet. If that works, the issue is with your router. If it doesn't, the issue is with your ISP.
  2. Check for ISP outages — Visit your ISP's status page or call their support line.

Smart Systems Clients

If you're on a managed network plan, call us at (423) 877-8195 — we can remotely diagnose whether the issue is your internal network or your ISP, and we can contact your ISP on your behalf if needed.