My Internet’s Down! Here Are a Few Things to Check First.

By Beehive Broadband | February 21, 2025

Written by: Lisa Tupu and Becky West, Beehive Customer Service Representatives

We’ve all been there. You’re in the middle of streaming your favorite show, working on an important project or just trying to browse the web, and suddenly—your internet stops working. Of course, our Beehive specialists are always here to help, but before you panic, there are several troubleshooting steps you can take to identify and possibly fix the issue on your own. At Beehive Broadband, we want to help you get back online as quickly as possible. Here’s what you should check first:

1. Have You Tried Rebooting Your Router?

The golden rule of tech troubleshooting: turn it off and on again. Unplug your router’s power cable for 10–15 seconds, then plug it back in. This process, known as power cycling, can clear out minor bugs without affecting your device settings or Wi-Fi passwords.

However, avoid performing a hard reset unless absolutely necessary. A hard reset will sometimes restore the router to factory settings, potentially erasing your Wi-Fi name and password. If your Wi-Fi network isn’t showing up on your devices, your router may have been reset to factory settings. If this happens, you may need to reconnect using the default credentials listed on the router or reconfigure your settings.

2. Check How Long the Internet Has Been Down

If the outage is recent, consider whether it’s a widespread issue. Are your neighbors experiencing similar problems? If so, there may be a broader outage in your area. If not, continue troubleshooting.

3. Identify the Affected Devices

Determine whether the issue is affecting all your devices or just one. If only one device is experiencing problems, the issue may be with that device’s Wi-Fi settings or connection. If multiple devices are affected, your router or internet service may be the culprit.

Try testing a wired connection by plugging an Ethernet cable directly into your router. If the wired connection works but the Wi-Fi does not, you may have a router or signal strength issue.

4. Check Your Router’s Indicator Lights

Your router’s lights can tell you a lot about its status, if you have a high-end Gigaspire router from Beehive Broadband, the lights usually mean the following:

• Green Light – Your router is functioning normally, but another issue may be affecting your connection.
• Flashing or Solid Red Light – There’s an issue with the router.

If you are using your own router, reference the router set up guide or support materials that were included when you purchased your router to confirm what the lights mean.

If you have a Beehive Gigaspire router, we can remotely log in and diagnose the problem for you. If you have a non-Beehive router, we won’t have remote access, meaning you’ll need to provide more details about the issue.

5. Are You Using a Wired or Wireless Connection?

About 80–90% of internet issues we handle are related to wireless connections rather than wired connections. A wired connection is generally more stable and provides a more accurate speed test. If you can, test your connection by plugging a device directly into the router with an Ethernet cable. This will also help narrow down if the issue you are having is isolated to the Wi-Fi settings or all the data passing through the router.

6. Check Your Battery Backup and Power Supply

If your router is connected to a battery backup system, make sure it’s still receiving power. Sometimes, a tripped breaker or GFI outlet can stop power from reaching the backup, causing an outage. Locate the CyberPower box (if you have one) and verify it’s powered on.

7. Are There Any Patterns to the Issue?

• Does it happen at certain times of the day? Heavy internet use in the household or neighborhood could be causing slow speeds.
• How many people are online? If multiple people are streaming, gaming, or working online simultaneously, you may need a higher bandwidth plan.
• How often does the issue occur? If you notice consistent problems, take note of the times and circumstances to help pinpoint the cause.

8. Run a Speed Test

Perform a speed test on multiple devices. You can use Beehive Broadband’s official speed test here! For the most accurate results:

• Use a wired connection whenever possible.
• Understand that Wi-Fi speeds are typically lower than wired speeds due to distance, walls, mirrors, water features and other environmental factors.
• If you’re subscribed to a gigabit plan, don’t expect to see the full gigabit speed over Wi-Fi— Wi-Fi technology still has limitations and can’t provide 1 Gig speeds yet.

If slow speeds are a recurring issue, you might need a higher bandwidth plan to support your household’s internet usage. Check out our blog post on bandwidth and internet speeds to see if your current plan meets your needs.

9. Is There Construction in Your Area?

If there’s construction happening near your home, it’s possible that fiber cables have been disrupted. Contact Beehive Broadband to check if there are any reported issues in your area. If that turns out to be the case, our Beehive technicians may need to step in and restore any cables that have been disrupted.

When to Call Beehive Broadband

If you’ve tried all of the above and are still experiencing issues, it may be time to reach out to us. If you have a Beehive Gigaspire router, our support team can remotely diagnose the issue and provide real-time assistance. If you’re using a third-party router, you’ll need to provide us with as much detail as possible about your setup and troubleshooting steps.

If the issue persists, we’ll send out a technician to your home to get things back up and running. We’re always happy to help at Beehive Broadband! For more troubleshooting tips or to check for service outages, visit our support page or contact our Beehive specialists. We’re here to keep you connected!