Check whether another device can reach the internet before resetting the router; this separates a single-device problem from a router or ISP outage.
Use care25 minute route
Wi-Fi is connected but internet does not work
Locate the failure boundary between one device, the local Wi-Fi link, the router, DNS and the ISP before changing settings.
Quick answer
The safest way to start
Check whether another device can reach the internet before resetting the router; this separates a single-device problem from a router or ISP outage.
Record the Wi-Fi name, IP configuration and recent router or VPN changes before forgetting networks or resetting adapters.
Do not factory-reset the router or replace DNS settings before checking other devices, router status and any reported ISP outage.
Stop changing router settings if the device belongs to an employer, school, landlord or managed network, or if you cannot restore the original configuration.
The device receives a valid local IP and reaches the gateway.
1 · Triage
Quick checks before changing anything
Use these checks to narrow the problem and avoid applying an unrelated fix.
Compare another device
Test the same website on another trusted device using the same Wi-Fi. One-device failure and whole-network failure follow different routes.
Check the local gateway
Use ipconfig to confirm the device has a valid address, default gateway and DNS servers rather than a self-assigned address.
Separate name resolution from connectivity
Test the gateway, a public IP address and then a domain name. This sequence distinguishes Wi-Fi, internet path and DNS failures.
2 · Stabilize
Safe first actions
Mark actions as you complete them. Progress is stored only in this browser.
3 · Diagnose and resolve
Step-by-step route
Continue only when the result of the current step supports the next one.
- 1
Determine scope
Compare Wi-Fi and Ethernet, another device and another network if available.
Expected resultYou know whether the problem is device-specific, wireless-only or upstream. - 2
Validate addressing
Check IP address, gateway and DHCP lease; reconnect only the affected device when addressing is invalid.
Expected resultThe device has a valid local route to the router. - 3
Test path and DNS
Ping the gateway, test a public IP and perform a DNS lookup.
Expected resultThe failure is narrowed to local link, internet reachability or name resolution. - 4
Escalate with evidence
Check router WAN status and ISP outage information, then report timestamps and tests.
Expected resultSupport receives clear evidence instead of a generic “internet is down” report.
Stop and escalate when
- Stop changing router settings if the device belongs to an employer, school, landlord or managed network, or if you cannot restore the original configuration.
4 · Verify
How to know the problem is resolved
- The device receives a valid local IP and reaches the gateway.
- A public IP and domain name both load successfully.
- The fix remains effective after reconnecting and one normal restart.
5 · Build the skill
Recommended learning route
Open these lessons in order when you need more detail or want to prevent the issue from returning.
Check whether one or all devices are affected
Use another device to separate device-specific and network-wide problems.
Wi-Fi & Networking · Diagnose Connection ProblemsUnderstand private and public IP addresses
Recognize local device addresses and the public address used online.
Wi-Fi & Networking · IP, Gateway and DNSUnderstand gateway and DHCP
See how devices receive settings and reach networks outside the home.
Wi-Fi & Networking · IP, Gateway and DNSUnderstand DNS
Learn why a connection may work by IP address but fail by website name.
Wi-Fi & Networking · IP, Gateway and DNSUse ping and path tests
Test the local gateway, an internet IP and a domain name in a meaningful order.
Wi-Fi & Networking · Diagnose Connection Problems6 · Practice and reference
TipsMake tools and guides
Practice with tools
Wi-Fi Troubleshooting AssistantGenerate a focused Wi-Fi checklist based on the symptom and affected devices.IPConfig AnalyzerSummarize adapters, DHCP, gateways, DNS servers, APIPA and disconnected media.Ping TestMeasure repeated round-trip latency to separate reachability from speed.DNS LookupQuery common DNS record types and compare answers with the intended configuration.Related routes
Continue with a connected problem
Common questions
FAQ
Why does Windows say connected when the internet is unavailable?
Connected describes the local Wi-Fi association. The router can still lack an ISP connection, DNS can fail, or a captive portal or VPN can block internet access.
Should I change DNS immediately?
No. First prove that public IP connectivity works while domain-name lookup fails. Changing DNS before that can hide the real router, ISP or VPN problem.