RFC
All help topics

No internet connection — what should you check?

First find out whether the internet is down everywhere or on one device only. Being connected to Wi-Fi does not yet mean having internet access. If you would rather not check anything, just call us.

RFC editorial team · updated

Start here

Open two different websites on a second device in the same place.

Show the full check
Not sure / unable to check

Call or write to us — help does not depend on completing the checks.

Start by comparing

Quick check

Three simple steps in order. Their result helps you pick your situation below.

  1. Try a second device in the same place and open two different websites on it. Note the time and the error message.

  2. Check that the router and the incoming-connection equipment have power and their lights are on. Do not unplug the incoming-connection cable.

  3. If you have a network cable, connect a computer directly to the router. No cable — skip this step.

One connection. Several comparisons.

Each comparison narrows the problem down. The location of a symptom does not establish responsibility for a fault.

  1. 1. Incoming connection

  2. 2. Router and power

  3. 3. Home networkLAN, powerline, mesh, Wi-Fi

  4. 4. Your devicePhone, computer, TV

  5. 5. Website or app

What a comparison result tells you, and what next

  • Several devices are offlineIncoming connection, router or power

    Report it to us. We will help check the connection and equipment.

    Contact support

  • Works on a cable, not over Wi-FiThe home Wi-Fi network

    Check where the Wi-Fi point stands and how it is connected.

    Guide: Wi-Fi coverage

  • Only one device is affectedThat device or its settings

    Compare other services and the settings of that device.

    Guide: one device

  • One website or app failsThat website or app

    Try it on a second device and compare it with other services. Check its provider’s outage notices or report it to us — we will check the connection.

    Contact support
Your situation

What does the result mean?

Choose the description that matches your situation.

  1. Nothing works on any device

    Check
    Two different devices open no websites at all, even on a cable.
    What it means
    The whole connection is affected: the incoming connection, the router or the power.
    What to do
    Unplug the router, wait a moment and plug it back in. Give it a few minutes to start. If it still does not work, call us.

  2. Wi-Fi is connected, but websites do not open

    Check
    Open several different websites. Check whether none of them works or only one.
    What it means
    If no website works, the problem is with the internet connection. If only one website or app fails, try it on a second device and compare it with other services.
    What to do
    If nothing opens, restart the router and report the problem. For one service, check its outage notices — you can also report it to us.

  3. A problem after a power cut or an unusual light

    Check
    Note which light is on, its colour and whether it is flashing.
    What it means
    The same colour can mean different things on different devices, so a description of the lights helps the diagnosis a lot.
    What to do
    Give us the description of the lights and the device model. Do not unplug the incoming-connection cable or change router settings blindly.

  4. I want to report a problem without further checks

    Check
    What you already know is enough: since when, what does not work and on how many devices.
    What it means
    You do not need to complete every step to get help.
    What to do
    Call or write to us — a reporting outline is below. Never send us your Wi-Fi or router passwords.

  5. My phone works, other devices do not

    Check
    Check whether the phone is using mobile data. Turn it off for a moment and open a website over Wi-Fi.
    What it means
    A phone can switch to mobile data by itself and hide that Wi-Fi has no internet.
    What to do
    If the website does not open over Wi-Fi, restart the router as in “Nothing works on any device”. Turn mobile data back on afterwards.

Check again after a change

After each change, open the same websites on the same devices. If only a cable works, Wi-Fi still needs checking. Do not restart the router many times in a row.

Unable to check? We can help.

Call us if several devices have no internet, the problem started after a power cut or you are unsure what the lights show. Important: restarting is not resetting — do not press RESET, it erases the router settings.

You do not need an account or complete results. Tell us what is happening and what you could not check.

Technical support

+48 52 55 11 444

Mon–Fri 9:00–19:00, Sat 9:00–17:00

All channels and offices
A reporting outline to copy

Select and copy the text into your message. Add what you know; “not checked” is a valid answer.

Since when / time: What fails / error: One or several devices: LAN / Wi-Fi / not checked: Where the cable goes: Equipment model (if known): Checks completed and results:

Never send Wi-Fi, router or account passwords.