🔧 Wi-Fi Connected But No Internet? ISP vs Router Diagnostic Guide
Problem Overview
Your devices show "Connected" to Wi-Fi with full bars, but browsers won't load pages and apps show "No Internet" error. This guide helps you diagnose whether it's your ISP, router, DNS server, or device issue in 5 simple steps.
⚡ Quick Checks First ⏱️ 30 seconds
1 Check Router LED Status
Look at your router's Internet/WAN LED. If it's RED or OFF, the problem is likely with your ISP connection.
2 Test with Mobile Data
Open the same website using mobile data. If it works, your internet connection is the problem, not the website.
3 All Devices or Just One?
If only ONE device has issues, it's a device problem. If ALL devices show no internet, it's ISP or router.
4 Check ISP Payment Status
Log into your ISP app/website. Unpaid bills are the #1 cause of sudden internet disconnection.
🔍 5-Step Diagnostic Flowchart: ISP vs Router Isolation
Follow these steps IN ORDER to pinpoint the exact problem source:
Direct Connection Test (The Definitive Test)
Connect your laptop DIRECTLY to the modem/ONT using an Ethernet cable. Bypass your router completely.
How to connect:
- • Fiber users (Jio/Airtel/ACT): Unplug the cable from your router's WAN port and plug it into your laptop's Ethernet port
- • BSNL/MTNL users: Connect cable from modem's LAN port to laptop
- • Wait 30 seconds, then try opening google.com in browser
✅ If Internet Works:
Your ISP is fine. Router problem confirmed. Jump to Step 4.
❌ If Still No Internet:
ISP problem confirmed. Proceed to Step 2.
ISP-Side Diagnostics (If Step 1 Failed)
Check ONT/Modem Lights (Fiber connections)
| Light Name | Normal Status | Problem Indicator |
|---|---|---|
| PON / LOS | Green (solid) | Red/OFF = Fiber cut |
| Power | Green | OFF = No power |
| Internet/WAN | Green (solid) | Red/Blinking = ISP issue |
⚠️ Common Fiber Cuts in India:
Monsoon season, construction work, cable damage by rats. Check if neighbors have same issue.
Contact ISP Support & Check Outage Status
Major ISP Helpline Numbers (India)
Jio Fiber
📞 1800-889-9999 (Toll-free)
💬 WhatsApp: 7000770007
Twitter: @JioCare for outage updates
Airtel Xstream
📞 121 (from Airtel) / 1800-103-4444
💬 WhatsApp: 9910099100
Twitter: @Airtel_Presence
ACT Fibernet
📞 1800-419-0007
App: ACT Fibernet app
Check app for scheduled maintenance
BSNL Bharat Fiber
📞 1800-345-1500
SMS: 1503
Visit nearest BSNL exchange
Excitel
📞 1800-3000-1237
Email: care@excitel.com
Hathway
📞 1800-209-4141
App: Hathway Play
📱 Pro Tip: Check Social Media
Search Twitter/Facebook for "[Your ISP] [Your Area] down" - many ISPs announce area-wide outages there first. Also check community groups in your area.
Router Troubleshooting (If Step 1 Showed Router Problem)
Fix A: Power Cycle (30-Second Rule)
- Turn OFF router using power button (or unplug)
- Wait exactly 30 seconds (clears router memory)
- Turn ON and wait 2-3 minutes for full boot
- Test internet on your device
✅ Success rate: 40% - Fixes temporary glitches
Fix B: Change DNS Server (Google/Cloudflare DNS)
If ISP's DNS server is down, pages won't load even with working internet.
On Windows:
- Settings → Network & Internet → Wi-Fi → Properties
- IP settings → Edit → Manual → IPv4 ON
- Preferred DNS:
8.8.8.8(Google) - Alternate DNS:
1.1.1.1(Cloudflare) - Save
On Android:
- Settings → Wi-Fi → Long press your network → Modify
- Advanced options → IP settings → Static
- DNS 1:
8.8.8.8 - DNS 2:
1.1.1.1 - Save
On iPhone/iPad:
- Settings → Wi-Fi → (i) icon next to your network
- Configure DNS → Manual
- Remove existing DNS, Add:
8.8.8.8and1.1.1.1 - Save
✅ Success rate: 15% - Fixes DNS-related loading failures
Fix C: Check Physical Connections
- • WAN/Internet port cable: Ensure it's firmly plugged in (both router and ONT sides)
- • Cable damage: Look for visible cuts, bends, or rat bites on cables
- • Try different port: If router has multiple LAN ports, try connecting ONT cable to different port
✅ Success rate: 10% - Fixes loose connection issues
⚠️ Fix D: Factory Reset (LAST RESORT)
Only try this if all above steps failed. This will erase all router settings.
❌ WARNING: You will lose:
- • Wi-Fi network name and password
- • ISP username/password (if PPPoE)
- • Port forwarding rules
- • Parental controls
How to reset: Press and hold reset button (small hole) for 10 seconds until all lights blink.
After reset, you'll need to reconfigure your router with ISP credentials. Keep ISP setup guide handy.
Advanced Troubleshooting (For Tech-Savvy Users)
Ping Test (Check Internet Connectivity)
Windows: Open Command Prompt (cmd) and type:
ping 8.8.8.8
✅ If you get replies: Internet connection is working (DNS issue likely)
❌ If "Request timed out": No internet connection (ISP/router problem)
Flush DNS Cache
Windows:
ipconfig /flushdns
Mac:
sudo dscacheutil -flushcache
Android/iPhone:
Turn Wi-Fi OFF for 30 seconds, then turn it back ON
Check Router Logs (PPPoE Authentication)
Login to router admin panel (usually 192.168.1.1 or 192.168.0.1)
Look for PPPoE authentication failures - means wrong username/password or ISP account issue. Contact ISP.
📋 Understanding Modem, ONT & Router Differences
Many users get confused between these devices. Here's a simple explanation:
ONT (Optical Network Terminal)
Used with fiber internet (Jio Fiber, Airtel Xstream, ACT)
Converts fiber optic signal to Ethernet. Usually provided by ISP.
Modem
Used with DSL/cable internet (BSNL, MTNL)
Converts phone line/cable signal to Ethernet.
Router
Creates Wi-Fi network in your home
Connects to ONT/modem. Distributes internet to multiple devices.
💡 Key Point: Some ISPs provide combo devices (ONT + Router in one box). If you have separate router, the diagnostic test (Step 1) means connecting laptop to ONT/modem, not the router.
💡 Common Scenarios & Solutions
Scenario
Phone shows "!" symbol next to Wi-Fi icon
Solution
This confirms no internet. Follow Step 1 diagnostic test to identify if ISP or router issue.
Scenario
Internet stopped after power outage/load shedding
Solution
Power cycle BOTH ONT and router (30-second rule). ONT may need 3-5 minutes to re-establish fiber connection.
Scenario
Internet works for 2-3 minutes after router reboot, then stops
Solution
Router overheating or failing. Check if router is hot. Ensure ventilation. If old router (5+ years), consider replacement.
Scenario
Some devices (laptop) work fine, but phone/tablet shows no internet
Solution
Device-specific issue. On the problem device: Forget Wi-Fi network and reconnect, or change DNS to 8.8.8.8 (Step 4, Fix B).
Scenario
No internet during peak hours (6-10 PM) but works fine at night
Solution
ISP network congestion or FUP (Fair Usage Policy) throttling. Contact ISP. Consider upgrading to higher speed plan or switching ISP.
💰 Cost Estimates for Professional Fixes (India)
| Issue Type | Cost Range | Notes |
|---|---|---|
| ISP Technician Visit | Free - ₹500 | Usually free if issue is on ISP side. Some ISPs charge if problem is with your equipment. |
| Ethernet Cable Replacement | ₹50 - ₹200 | Cat5e/Cat6 cable. Buy from electronics shop or online. |
| Router Replacement (Basic) | ₹800 - ₹1,500 | TP-Link, D-Link, Tenda single-band routers |
| Router Replacement (Dual-band) | ₹1,500 - ₹3,500 | Better coverage, 5GHz support for faster speeds |
| ONT/Modem Replacement | Free (rental) / ₹2,000-₹4,000 | ISPs usually provide free replacement if you're renting. Purchase model costs more. |
| Wi-Fi Range Extender | ₹800 - ₹2,500 | If weak signal is causing connectivity issues |
| UPS for Router (Power backup) | ₹1,500 - ₹3,000 | Prevents connection drops during power cuts. 2-4 hours backup. |
📞 When to Call ISP vs Buy New Router
📱 Call ISP Support When:
- • Direct connection test (Step 1) shows no internet even when bypassing router
- • ONT/modem PON/LOS light is red or off
- • Payment is up to date but still no internet
- • Neighbors also have same ISP and are facing issues
- • After power outage, ONT won't establish connection even after 10 minutes
- • PPPoE authentication errors in router logs
🛒 Consider New Router When:
- • Direct connection works but router Wi-Fi doesn't provide internet
- • Router is 5+ years old and frequently disconnects
- • Router becomes hot to touch during operation
- • Frequent need to reboot router for internet to work
- • Router lights keep blinking erratically
- • Need better coverage or faster 5GHz Wi-Fi
🛡️ Prevention Tips & Best Practices
Power Protection
Use UPS for router and ONT to prevent disconnections during power cuts and voltage fluctuations. Cost: ₹1,500-3,000
Regular Reboots
Reboot router once a week (or set auto-reboot in router settings). Clears memory and prevents connection issues.
Save ISP Contacts
Save ISP helpline numbers and WhatsApp in your phone. Follow ISP on Twitter/Facebook for outage alerts.
Monsoon Protection
Protect outdoor fiber cable from water damage. Cover cable entry points. Report visible damage to ISP immediately.
Router Ventilation
Keep router in open space with good airflow. Don't cover with cloth or place in closed cabinet. Overheating causes failures.
Monitor Data Usage
Check if your plan has FUP limits. Exceeding limits triggers speed throttling that feels like no internet during peak hours.
❓ Frequently Asked Questions (FAQ)
Q: Why does internet work on mobile data but not Wi-Fi?
A: This confirms the problem is with your Wi-Fi network (router or ISP), not the websites. Mobile data uses a different network. Follow the 5-step diagnostic flowchart starting from Step 1 to identify if it's ISP or router issue.
Q: How long should I wait before calling ISP support?
A: Try power cycling router and ONT first (takes 5 minutes). If that doesn't work and you've confirmed it's an ISP issue using Step 1 diagnostic test, call immediately. Don't wait if PON/LOS light on ONT is red/off - that's a fiber cut requiring ISP technician visit.
Q: Will factory reset delete my ISP username and password?
A: It depends: If you have fiber internet (Jio/Airtel/ACT) with automatic provisioning, username/password is stored in ONT, not router - safe to reset router. If you have BSNL/MTNL DSL with PPPoE, the username/password is in the router and WILL BE DELETED. Keep your ISP credentials handy before factory reset.
Q: Is UPS necessary for router and ONT?
A: Highly recommended if you live in areas with frequent power cuts. Benefits: (1) Prevents connection drops during power cuts, (2) Protects equipment from voltage fluctuations, (3) No need to wait 5 minutes for reconnection after power returns. Cost: ₹1,500-3,000 for 2-4 hours backup. Consider it an investment if you work from home or need uninterrupted internet.
Q: My router's Internet LED is green but still no internet. Why?
A: Green LED means physical connection to ISP is OK, but doesn't confirm internet is working. Possible reasons: (1) ISP's DNS server is down - try changing DNS to 8.8.8.8 (Step 4, Fix B), (2) ISP account suspended due to non-payment - check payment status, (3) ISP is doing backend maintenance - wait 30 minutes or call ISP, (4) Router's WAN IP assignment failed - power cycle router.
Q: Can I use any router with my ISP's fiber connection?
A: Usually yes, but check with ISP first. Requirements: (1) Router must have WAN/Internet port, (2) For fiber with auto-provisioning (Jio/Airtel), ONT handles authentication - any router works, (3) For PPPoE connections (some ACT/BSNL plans), router needs PPPoE capability (most modern routers have it), (4) Some ISPs lock services to their provided router - verify before buying third-party router.
Q: Why does internet slow down or disconnect during rain/monsoon?
A: Water damage to outdoor fiber cables is common in India during monsoon. Signs: (1) PON/LOS light turns red during rain, (2) Internet works on sunny days but fails when it rains, (3) Visible water entry at cable junction points. Solution: Call ISP for cable inspection and weatherproofing. They should seal cable entry points and check for damaged cable segments. This is ISP's responsibility - don't attempt DIY fiber repairs.
⚠️ Disclaimer: This troubleshooting guide is for informational purposes only. Network configurations vary by ISP and router model. Always follow your ISP's official guidelines for technical issues. If you're unsure about any step (especially factory reset), contact your ISP support first to avoid losing critical settings. We are not responsible for any loss of data or service interruption resulting from following this guide.
Important Safety Reminder
If you're not comfortable with any step, or if the problem persists after trying these solutions, please contact a qualified technician. Safety should always be your first priority when dealing with electrical appliances.
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