Jul 14

No Internet or Router not working?

In my line of work the call I most often get is “I have no internet” or “my router is not working and most of the time there is an easy fix to the issue. This article is based on three real world visits I did in the past week. We are going to look at some of the reasons you may have no internet and how you can resolve the issue without the need of a technician.

One of the main reasons you want to try to self-diagnose the issue before you contact your ISP is that if the fault lies within your home (IE faulty extension, faulty filter, double filtering) then you may be liable for charges from your provider for an engineer visit. If the problem is external to the home (which you should be able to determine from the checks below) then it is likely that there will be no charge to rectify the problem as it is likely the problem is lies with the line provider’s equipment.

Let’s start with the easiest

No Internet – Give everything a reboot

Surprisingly this simple and obvious solution is the one that works in about 50% of cases. Without going into technical details it can just be that sometimes wires get crossed confusing the device or the router or sometimes both resulting in the loss of an internet connection.

Turn off the router(and modem if you have one) and the device you are having trouble connecting with. Leave the router off for at least 5 minutes and then turn the router and modem back on. Once they look like they have rebooted turn the device back on again.

No Connection to router but other devices are connecting to internet OK

If other devices can connect this is more than likely a problem with your computer/laptop and not something related to your internet provider. If you are connecting to a router via wireless it is worth checking that you are connecting to the right network and you are also connecting using the right password. (Trying to connect to the wrong router or using the router login password rather than the WiFi password is something I often come across) These details can usually be found on the back of your router. You can also check via device manager if you network device has any errors. This is usually indicated by a yellow warning triangle

Windows 7

Go to control panel\System and security and then system. On the right-click device manager and then network devices

Windows 10

Right click on the start button and click device manager.

Device manager network connections

A device with a problem will usually have a yellow warning triangle next to it under network adapters. If this is the case, you may need to reinstall the drivers for that network device. The drivers can usually be found on the manufactures website. Alternatively, it could be that the device is failing and needs to be replaced.

Connected to router but no internet connection.

A router usually has lights to indicate its connection to the internet. If you are connected to the router but have no internet connection on any device the problem is likely with the router. Below are the most common reasons:

No Filter on your phone line

There needs to be a filter on every socket that is in use in your home. A filter looks like the image below. There should be a place to plug your router in and a place to plug your phone in. You must ensure each socket that is been used (IE has a phone plugged into it) has a filter on. Filters split your line to allow you to use both the internet and the telephone.

Note: Some sockets especially recently installed ones already have a filter built into the socket. You can see and example of one of these sockets below. See double filtering below

No Internet - Bt filter socket

A socket with a filter built-in

broadband filter

A standard broadband filter

Double Filtering

This is when you have a socket that already has a filter built-in but you have added and additional filter. For example you have the socket in the picture above but you also have attached a filter to the socket. This can cause you to have no internet connection as the line requires just one filter. Remove the additional socket and reboot the router

Faulty Filter

Although it does not happen often in my experience filters can fail. Replacements can be picked up pretty cheaply from just about anywhere that sells electronics or can be ordered online.

Faulty Socket

If you are running your router to an additional socket (Not the master socket that enters your house) it could be a problem with the extension. If this is the issue and you call an engineer you WILL be charged for it. To check if the extension socket is the socket at faulty disconnect the router from that socket and connect it directly to the master socket. The master socket is likely to be downstairs and it is where the phone line enters your house. The socket will most likely have a BT symbol on it.

If you have done the above and still have a problem with your connection then it may be external to your premises. There can be many reason outside you home for having no internet connection such as:

  • Work on the telephone exchange
  • Damage to external cables or the post
  • Fault in the green cabinet
  • Fault at the exchange
  • Someone has had a new line installed and the engineer accidentally disconnects yours

All these problems are problems that your line provider should be able to resolve so your next course of action is to give them a call.