Quick answer
When you are connected to WiFi but the internet does not work, the problem is usually between the router and the provider, not in the WiFi signal itself. First check if the internet works on another device, then restart the router, then check the IP address and DNS on the device. If none of that helps, call your provider.
How to recognize the problem
- WiFi icon is full but pages do not open
- Browser shows error "No internet access" or "DNS_PROBE_FINISHED_NO_INTERNET"
- Messaging apps work but websites do not
- Internet does not work on either phone or computer
- Internet works on phone via mobile data but not via WiFi
Most common causes
Problem with the provider
An outage or maintenance on the provider's network leaves the router connected but without internet access.
Router is stuck
The router is on and broadcasting WiFi, but its connection to the provider is down and it needs a restart.
Wrong DNS or IP
The device has an address that leads nowhere or a DNS server that does not respond, so websites cannot be found.
Payment or account restriction
An unpaid bill or used up data allowance can cause the provider to temporarily disable access.
VPN or proxy interrupting traffic
An enabled VPN or misconfigured proxy can redirect traffic so that the internet does not pass through.
Step-by-step fix
- 1
Check if the internet works on another device
Take a phone or another computer and connect to the same WiFi network. If there is no internet there either, the problem is in the router or with the provider, not in your computer. If the internet works on another device, proceed to the steps related to device settings.
- 2
Restart the router
Unplug the router from power, wait 30 seconds and plug it back in. Wait two to three minutes for it to boot up and check the internet again. This solves most cases when the connection to the provider is stuck.
- 3
Check the lights on the router
Look for the internet or WAN light on the router. If it is off or red, the router has no connection to the provider. Also check that the cable from the provider is properly plugged into the WAN port.
- 4
Check VPN and proxy on the device
Turn off the VPN if you use one and try opening the website again. In Windows, check
Settings > Network & internet > Proxyand turn off any manually configured proxy. On an Android phone, turn off Private DNS if you have changed it manually. - 5
Renew IP address and DNS
On Windows, open
Command Promptas administrator and typeipconfig /release, thenipconfig /renewand finallyipconfig /flushdns. On macOS, inSystem Settings > Network, turn WiFi off and back on. On your phone, turn WiFi off and then back on. - 6
Forget the network and reconnect
On the device, choose the option to forget the WiFi network, then reconnect by entering the password. This clears old and incorrect connection settings. Do the same if you recently changed the WiFi password.
- 7
Check DNS settings
If websites do not work but messages go through, the problem is probably DNS. In Windows, open the settings for that WiFi network and check the DNS servers. You can temporarily set a public DNS server, but note down the old values so you can restore them.
- 8
Call your provider
If the internet does not work on any device, and the router has been restarted and the lights are fine, there is probably an outage on the provider's side. Have your contract number at hand and tell them what you have checked so far.
If nothing helps
When you have gone through all the steps and there is still no internet, first check whether the internet bill is paid and whether the data allowance on the account has been used up. Then try connecting the computer directly to the router with a cable, as this rules out WiFi as the cause. If there is no internet even over the cable, the problem is most likely in the router or with the provider. In that case, do not change advanced router settings yourself, as you could lose network access. Write down the exact error text you see in the browser, as this will shorten your conversation with the provider's support.
How to prevent it
- Restart the router from time to time, for example once a month
- Do not change DNS and proxy settings if you do not know what you are doing
- Keep track of internet bill payment deadlines
- Turn off the VPN when you notice the internet is not working
When to call a professional
Call IT support if the internet does not work even over a cable, if you cannot access the router settings, or if the problem is related to a business network and shared resources.
IT infrastructure maintenance · Servers, networks, backup, security and helpdeskFAQ
Why does my WiFi work but the internet does not?
A WiFi signal only means the device is connected to the router, not that the router has a connection to the provider. The most common cause is an outage with the provider or a stuck router, so first restart the router and check if the internet works on another device.
How do I know the problem is in my computer and not the network?
If the internet works on your phone over the same WiFi network, the problem is in the computer. Then check VPN, proxy and DNS settings and renew the IP address with the `ipconfig /renew` command in a command prompt started as administrator.
Does changing the DNS server help?
It helps when websites cannot be found but there is a connection to the internet. Changing DNS does not fix an outage with the provider or a weak signal, so use it only as a temporary solution.