Skip the navigation menu
Tips & Tricks

Lost Internet Connection? Here’s What To Do | Glo Fiber

Woman using a laptop, visibly frustrated over a lost Internet connection.

Is your Internet not working but connected? Or is your router not connecting to the Internet? Try these helpful tips to troubleshoot the issue.

Is anything more annoying than an Internet connection that drops in and out without warning? Whether you're trying to watch the newest season of your favorite show or need to check your email, you rely on your Internet working. But when it doesn't, it can be tough to know why or how to fix it.


In this blog article, we'll discuss some common Internet connection problems that can lead to an unreliable Internet connection and help you to troubleshoot them, whatever they may be.


Tips for Internet Troubleshooting


Here are some of our tips when troubleshooting a faulty Internet connection.


Check Your Computer or Connected Device


Sometimes, an Internet issue will affect only one connected device. Everything else is working fine, but the device you’re using is slower than it should be or is disconnecting entirely. Figuring out if this is the case can be a great first step in diagnosing the problem.


Check another device's Internet connection. Is it working as intended? Or has it also lost Internet connection? If your other devices are good to go, then the problem likely lies in the device you're using. First, try disconnecting from the Internet on the device and then reconnecting. If this doesn't work, try restarting the device — this is a tried-and-true method used to fix many tech problems, and it might be all your device needs to get back to normal.


Additionally, it's possible the software on your device needs updating. Out-of-date software is a common problem that can lead to Internet errors, so be sure to check your software status to rule it out as a cause.


If you've tried these solutions and the Internet still isn't working, you can also try "forgetting the network" on your device. Doing this allows your device to clear itself of any information it's stored regarding the network and can provide it a clean slate to connect to again.


If the problem is more widespread, however, and your other devices are having trouble, the next step should be to check your modem and router.


Note: While traditional cable connections require a modem to act as a middleman between the ISP and the router, fiber connections (like ours) use what is called an ONT, or an “Optical Network Terminal.” They work very differently from each other, so what may help with a modem might not help with an ONT and vice-versa.


Check Your Modem & Router


Depending on your service type, you will either have an ONT or a modem as the starting point for where Internet service enters the home. For a cable network, it will be a modem. For a fiber-optic network, it will be an ONT. Both types of networks can use a separate device, called a router, to create a WiFi signal.


When a modem or router is malfunctioning, disconnected, or not working correctly, your connection to the Internet can be spotty, if you can even connect to it at all. An excellent first step when checking these devices is to check the lights. Modems and routers often have lights that indicate their status. While each device is different, green lights are typically good, by and large, and any other color usually means there's a problem. If there are no lights at all or one of the lights is a different color, a couple of things could be happening.


Firstly, your modem or router may just be unplugged. Feel along the back and ensure there are no loose wires and that everything is connected where it should be. If you're still having an issue, try unplugging the connected cables and plugging them back in.


Note: For a cable modem, a restart will fix many issues. This is not the case with an ONT, as an ONT is simply a pass-through device. If the ONT has been inadvertently unplugged from power, plugging it back in will probably resolve the issue, but if it is plugged in and the lights are on, a restart is not likely to help anything, and we do not recommend attempting a reboot. On a fiber-optic system, it is better to focus on rebooting the routers and not mess with the ONT.


If your modem appears to be working, a good first step can be to plug a device (a laptop, for example) directly into the router itself with an ethernet cable if there is an open ethernet port on the equipment. If you have a computer or other device nearby with an ethernet port, try plugging the device in directly. Doing this can help determine if the Internet issue is a WiFi issue or if the router itself is bad. If nothing changes, you can also try connecting a device directly to the modem with an ethernet cable, provided the equipment has an accessible ethernet port. If the service works fine through a wired connection to the modem, the issue is likely the router. If it doesn't, the problem could be your modem which, in turn, may need replacing, or you may be experiencing an outage and should contact your ISP.


Note: We do not recommend connecting a device directly to an ONT in a fiber network. This can cause complications with the port’s ability to recognize new connections and cause a failure to connect in the future.


It's worth mentioning that some ISPs (like Glo Fiber) provide smart, mesh routers with service installation, the most common of which is the Amazon-owned eero WiFi system. These routers have an added benefit in that they use an app to monitor their status, and while these routers can fail, their ease of use often makes any problems they have easier to diagnose.


Check with Your ISP


If you've tried everything so far and the Internet still isn’t working, it may be down altogether. This can happen during inclement weather or maintenance periods and can leave you without Internet for a few minutes or days, depending on the issue. If you suspect this may be the culprit, check your ISP's webpage and social accounts, or call them to see if they're reporting any problems. While these accounts can be slow to communicate sudden outages, they're an excellent way to stay up to date if you notice widespread issues.


When Should You Contact Your Provider?


While your first instinct may be to contact your Internet provider immediately, it's generally a good idea to try some basic troubleshooting first. Restarting your modem and checking wires will likely be the first things tech support asks you to do, so taking a few moments to check them beforehand can save you some time. If you need assistance solving the problem, though, contact your provider, and they should be able to help.


If the ISP isn't experiencing an outage, tech support can troubleshoot a few issues remotely to rule out any problems. They may discover a low signal level, for example, obsolete equipment, or simply that your Internet bill is overdue. Regardless of the issue, support should be able to get you back up and running in no time!


Fiber Internet


If slow, unreliable Internet is a common issue for you, it may be worth considering an upgrade to Fiber Internet. Fiber is the fastest, most reliable Internet available today. Because of how it works, it can vastly reduce the chance of slowdowns and service outages that are more common on connection types like cable.


Fiber isn't available everywhere, unfortunately, and it can be more expensive. But if you have frequent problems with your Internet connection, it could be worth looking into what options are available and making any necessary upgrades.




While Internet outages aren't always something we can fix on our own, there are plenty of things we can do to troubleshoot the issue whenever it arises. For example, restarting your devices and ensuring your wires are correctly connected is often all you need to do to get everything running smoothly. Occasionally though, the issues are more extensive than what we can handle alone.


Nobody likes unreliable Internet service, so if your Internet regularly disconnects or feels slower than you'd like, it may be worth upgrading to Fiber if you can. Fiber Internet is the fastest Internet type available and an incredibly reliable one at that. While it is only offered in some places, Fiber service could be an option, and you may not even know it!


If you're interested in upgrading your Internet connection or just learning more about Fiber Internet options, contact us today!