No Internet? 7 Easy Steps to Get Your Wi-Fi Back Online

If you have not received a text alert or email notifying you of any scheduled or emergency maintenance in your area, follow these easy steps to diagnose the problem.

 Step 1: Test Your Wi-Fi on Different Devices

• If you’re using a laptop, try connecting another device (like a phone or tablet) that is on the same Wi-Fi network.

• If one device connects successfully but another does not, the problem is likely with the device itself, not your internet connection.

Step 2: Power Cycle Your Router (Don’t Press Reset!)

• Unplug your router from the power outlet.

• Wait 30–60 seconds.

• Plug it back in and allow a few minutes for it to fully restart.

• ⚠ Do not press the “Reset” button. This performs a factory reset, which erases settings and can make the problem worse.

Step 3: Check Signal Strength

• Move closer to your router and test your connection again.

• Thick walls, appliances, or long distances can weaken your Wi-Fi signal.

Step 4: Restart Your Device

• Restart the computer, phone, or tablet you are trying to use.

• This can clear up temporary glitches in your device’s Wi-Fi connection.

Step 5: Check for Loose Cables

• Ensure all cables connected to your modem/router are secure.

• Look for damage, loose plugs, or bent cords.

• Check connectors for corrosion or signs of water damage

Step 6: Run a Speed Test

• Visit a speed test site (such as speedtest.net)

• We do not recommend using Google for your speed test, as it often gives inaccurate results.

• For best results, run a speed test on a hard-wired device connected directly to your modem (not through the router).

• If your internet connection works via Ethernet but Wi-Fi does not, try rebooting your router. This often resolves Wi-Fi-only issues.

Step 7: Contact Surfnet Support if Needed

• When calling Surfnet’s 24/7 Tech Support at 800-651-5041 ext. 3

• Let them know you’ve already followed the Surfnet Troubleshooting Router Guide and would like to continue with the next steps of support, including power cycling the POE or CPE if needed.

• A trouble ticket will be created, and the technician will ask for more details. Please be prepared to share:

• When the issues are happening (specific times/dates).

• How often the issues last (frequency and duration).

• Where the issues occur (which devices, apps, or websites).