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If your Wi-Fi is connected but the internet is not working, first check the affected device, then restart your modem and router, and test another device or a wired connection to locate the fault. Restarting equipment is different from resetting a device’s network settings: start with the reversible steps and reserve Windows Network reset for later.
1. Check the device that cannot get online
On Windows 10 or Windows 11, make sure Wi-Fi is on, Airplane mode is off, and the device is connected to the intended network. If the saved connection may be stale, forget the network and reconnect; you will need to enter its password again. These checks affect the individual device, not everyone using the network. Microsoft’s Windows Wi-Fi troubleshooting guide provides the device-specific steps.
Try another device on the same Wi-Fi. If that device can get online, the problem is more likely limited to the first device than to the internet service or shared equipment.
2. Restart the modem and router
Warn anyone using the network first: restarting the equipment temporarily disconnects all connected users. Follow the instructions for your exact hardware because startup times, lights, and backup batteries vary.
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- DUAL-BAND WIFI 6 ROUTER: Wi-Fi 6(802.11ax) technology achieves faster speeds, greater capacity and reduced network congestion compared to the previous gen. All WiFi routers require a separate modem. Dual-Band WiFi routers do not support the 6 GHz band.
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Separate modem and router
- Unplug both the modem and router. If the modem remains lit, it may have a backup battery; consult its instructions before removing one.
- Wait at least 30 seconds. Restore the modem battery if you removed it, then plug the modem back in.
- Wait for the modem’s lights to settle. Reconnect the router and allow a few minutes for both devices to finish starting.
Combined modem/router
If one device performs both jobs, restart that unit rather than following the separate-device sequence.
For Google-supported modems, Google Home and Nest Help gives a hardware-specific procedure: disconnect power and Ethernet, remove a backup battery if applicable, wait 2–3 minutes until all lights are off, reconnect, and wait for the Internet light to become solid. Its guidance says restarting “can fix some Internet connection problems, occasionally improve slow connections, and resolve common wireless issues.” If modem trouble persists, Google advises contacting the ISP. See Google’s modem restart instructions. Do not assume this timing or light pattern applies to other equipment.
Rank #2
- Dual-band Wi-Fi with 5 GHz speeds up to 867 Mbps and 2.4 GHz speeds up to 300 Mbps, delivering 1200 Mbps of total bandwidth¹. Dual-band routers do not support 6 GHz. Performance varies by conditions, distance to devices, and obstacles such as walls.
- Covers up to 1,000 sq. ft. with four external antennas for stable wireless connections and optimal coverage.
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3. Reconnect and test where the connection fails
Reconnect the affected device and try opening a website. If your router offers separate 2.4 GHz and 5 GHz networks, try the other band if the device supports it. Then compare results on a second device connected to the same network.
Check whether a Windows computer can reach the router
Open Command Prompt and run ipconfig to find the Default Gateway address for the active connection. Then run ping <gateway-address>, replacing the text inside angle brackets with that address. A reply indicates the computer can reach the router; it does not prove the internet connection is working. If the gateway replies but websites do not load, investigate the modem or ISP connection.
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Use a wired connection as a comparison
If the gateway does not reply, and you have an Ethernet cable and a computer with an Ethernet port, connect the computer directly to the modem and test internet access. If the direct connection works while the Wi-Fi router test fails, the router or its Wi-Fi path is a more likely cause. This is a diagnostic comparison, not a requirement to buy a cable; follow your modem’s instructions when changing connections.
4. Consider Windows network repair only after simpler checks
Microsoft lists Windows command-line repairs for resetting Winsock and TCP/IP, releasing and renewing the IP address, and flushing DNS. These steps apply to Windows, not universally to phones, Macs, or routers. Use Microsoft’s instructions rather than applying Windows commands to another platform.
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- 𝐂𝐨𝐯𝐞𝐫𝐚𝐠𝐞 𝐟𝐨𝐫 𝐄𝐯𝐞𝐫𝐲 𝐂𝐨𝐫𝐧𝐞𝐫 - Covers up to 2,000 sq. ft. for up to 60 devices at a time. 4 internal antennas and beamforming technology focus Wi-Fi signals toward hard-to-reach areas. Seamlessly connect phones, TVs, and gaming consoles.
Driver removal and reinstallation, and Windows Network reset, are more disruptive than checking the connection or restarting equipment. Before uninstalling a Wi-Fi driver, Microsoft advises ensuring a backup driver is available. Network reset removes network adapters and resets their configuration; it may require reinstalling or reconfiguring VPN software and Hyper-V virtual switches, and known networks may change to a public profile. Microsoft says, “Using network reset should be the last step you try.”
5. Contact your ISP when the evidence points beyond one device
If multiple devices cannot connect and a direct wired connection to the modem also fails after a restart, contact your ISP. Describe which devices and tests failed, and ask whether there is an outage or a modem or service problem. Persistent modem problems are a reason to contact the ISP, according to Google’s modem guidance.
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- Access Point Mode - Supports AP Mode to transform your wired connection into wireless network, an ideal wireless router for home
A restart is not a factory reset. Avoid factory-resetting a router as an early troubleshooting step: it can erase configuration, and the cited Microsoft and Google guidance does not provide a universal factory-reset procedure.
Quick Recap
Choose the least disruptive useful test
| Action | Scope and disruption | What it can tell you | Reversibility |
|---|---|---|---|
| Check Wi-Fi, Airplane mode, and the selected network | One device; little disruption | Whether the client is using the intended connection | Easy to undo |
| Restart modem and router | Temporarily disconnects everyone on the network | Whether restarting the equipment restores service | Reversible power cycle |
| Test another device or a direct wired connection | Diagnostic; does not require changing network settings | Helps distinguish a client or Wi-Fi router issue from a modem or ISP issue | Easy to undo |
| Windows Network reset | Resets adapter configuration on that Windows device | Can address some persistent client-side network problems | May require restoring VPN or virtual-switch setup |
| Contact the ISP | Escalates a suspected service or modem fault | Can help determine whether there is an outage or provider-side issue | No local settings change |
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