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Internet & Wi-Fi troubleshooting

Wi-Fi is connected but there is no internet

The device has joined the router, but the router, modem, DNS path, captive portal, or internet provider is not delivering usable access.

Reviewed Jul 17, 20264 minute guideWi-Fi network
Quick answer

The device has joined the router, but the router, modem, DNS path, captive portal, or internet provider is not delivering usable access.

Start here: Test two devices and two websites. This separates a network outage from one app or device.
Guided check

Match the symptom, then work through the safe checks.

0/4 checked

1. What best matches what you observe?

2. Complete only the checks that are safe for you.

4 user-level checks are available in this guide.Stop immediately if any warning condition applies.
Show stop conditions
  • The modem or router is damaged, wet, or overheating
  • The connection is controlled by a workplace, school, hotel, or landlord

Likely causes

  • The modem or internet service is offline
  • The router has lost its WAN connection
  • A captive portal, DNS, VPN, or date/time problem blocks access
  • Only the affected device has stale network settings

Quick checks, in order

Test two devices and two websites

This separates a network outage from one app or device.

safe

Check modem and router status lights

Compare them with the equipment manual.

safe

Restart network equipment in order

Power the modem first, then the router after the modem is ready.

safe

Forget and reconnect on one affected device

Avoid factory-resetting the router before smaller checks.

caution

How many devices are affected?

Every device

Focus on the modem, router WAN link, provider outage, or account status.

Only one device

Focus on that device’s VPN, DNS, saved network, and adapter.

A sign-in page should appear

Open a normal HTTP site or the network sign-in notification to complete the captive portal.

Stop and get qualified help when

Do not continue troubleshooting if any of these apply:
  • The modem or router is damaged, wet, or overheating
  • The connection is controlled by a workplace, school, hotel, or landlord

Official support and model manuals

Use the full model number from the rating label. The manufacturer manual is the deciding reference when codes differ by region or product family.

Wi-Fi Alliance knowledge centerMicrosoft: Fix Wi-Fi connection issues

Frequently asked questions

Why does Wi-Fi show full bars without internet?

Bars measure the radio link to the router, not the router’s connection to the provider.

Should I factory reset the router?

Not first. A reset deletes provider, Wi-Fi, and custom settings and may leave the network unusable.

Explore the problem space

Browse related code, device, and symptom hubs.

Routers & Wi-FiNot connecting
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