What to Do Before Calling Your ISP

🔧Step-by-Step Fixes

Fix 1: Reboot Your Modem and Router Properly

This is the first thing support will ask you to do - do it correctly now:

1. Unplug the power cable from your modem (not just pressing a power button)
2. Unplug the power cable from your router
3. Wait a full 30 seconds (count it out)
4. Plug the modem back in first and wait for all lights to stabilize (2-3 minutes)
5. Then plug the router back in and wait for it to fully boot
6. Wait another 2 minutes, then test your internet connection
7. Try loading several different websites to confirm it's working

A proper power cycle fixes about 60% of internet issues.

Fix 2: Check Your Modem Lights and Document Them

Modem lights tell you exactly where the problem is:

1. Look at your modem's front panel lights
2. Write down which lights are on, off, blinking, or red
3. Check your modem's manual or manufacturer website to decode the lights
4. Common indicators: Power: Should be solid green; Downstream/Upstream: Should be solid green; Internet/Online: Should be solid green; Blinking lights: Usually mean it's trying to connect
5. If you see red lights or missing expected green lights, note which ones

This information tells support exactly what's wrong before they ask.

Fix 3: Test with Direct Modem Connection

Bypass your router to determine if the problem is your equipment or the ISP:

1. Unplug the ethernet cable from your router to your computer
2. Unplug the cable from your modem to your router
3. Connect your computer directly to the modem with an ethernet cable
4. Reboot the modem (unplug for 30 seconds)
5. Wait for the modem to fully reconnect
6. Try accessing the internet from your computer
7. If it works now, your router is the problem (not the ISP)
8. If it still doesn't work, the problem is definitely on the ISP's side

This test eliminates your router as a possible cause.

Fix 4: Run Speed Tests and Document Results

Gather objective data about your connection:

1. Go to fast.com or speedtest.net
2. Run the speed test 3 times and write down all results
3. Note the download speed, upload speed, and ping
4. Compare these to what you're paying for
5. If speeds are significantly lower (more than 20% below), document this
6. Try testing at different times of day
7. Test both on Wi-Fi and plugged directly into the router

Concrete numbers are more convincing than "it feels slow."

Fix 5: Check for Service Outages

Confirm whether this is a widespread issue before calling:

1. Use your phone's cellular data to check your ISP's website
2. Look for an outage map or service status page
3. Check if your ISP has a status account on Twitter/X
4. Visit downdetector.com and search for your ISP
5. Ask neighbors if their internet is working
6. If there's a known outage, calling won't help - just wait

Fix 6: Gather Account Information

Before calling, have this information ready:

1. Your account number (check your bill)
2. The name on the account
3. Your service address (if different from billing address)
4. Your phone number associated with the account
5. Recent bill payment confirmation
6. All the troubleshooting steps you've already tried
7. Modem model number and light status
8. Speed test results