Internet not working at home: what to check yourself

This situation is familiar to almost everyone: you open a website, start a video, or connect to a work meeting, and suddenly the page does not load. Wi-Fi is there, but the internet is not working.

At such moments, the first thought is usually the same: the problem is with the provider. But in practice, this is not always the case. Often the reason is much simpler: the router needs a reboot, the cable was accidentally disconnected, or something just froze on the computer. In many cases, the cause can be quickly checked and fixed on your own in just a few minutes. To do this, it is enough to go through a few simple steps.

In this article, we have put together a checklist of checks worth doing if the internet is not working at home. This will help you quickly understand where the issue may be: the router, the cable, the settings, or a problem on the internet provider's side.

Internet is not working - what to check first

Before going further, it is worth understanding what type of internet connection is used in your house or apartment. This determines exactly what equipment needs to be checked and where the cause of the missing internet may be.

Most often, provider BRIZ uses two internet connection technologies:

1. FTTB (Fiber To The Building)
   In this case, the fiber optic cable is brought to the building, and then the internet is distributed to apartments through switches and a regular Ethernet cable. Such a cable is connected directly to the Wi-Fi router.
    
2. GPON
   This is a modern fiber optic internet technology, where the cable is brought directly into the apartment/house. A special device is installed indoors, a GPON terminal (ONU), which converts the optical signal into an electrical one for the router and home network to work.

One of the main advantages of GPON is stable operation and the ability to stay online during power outages if backup power is available. Such a connection can work even during power outages if the equipment is powered by a UPS. Another advantage is affordability. BRIZ offers GPON connection  starting from 300 UAH, which makes this technology one of the most convenient options for modern housing.

Why is this important? Because with different types of connection, different equipment needs to be checked. For example, in GPON networks, you should also pay attention to the indicators on the terminal, while with FTTB you need to check the connected cable and only the router's operation.

Next, let us look at a checklist of simple checks that will help you quickly understand why the internet may not be working at home.

Checklist: what to check if the internet suddenly disappears at home

If the internet said goodbye, there is no need to call a technician right away. In most cases, you can find the cause yourself. Just go through this checklist - it will take only a few minutes:

1.  Check your internet payment
   Sometimes the reason is simple - the service has not been paid for or access under the plan has expired.. This is especially relevant for clients who do not use our Personal Account and do not monitor plan payments on their own. We remind you that after the "+7 days" loyalty program ended, the system automatically disables your internet access. You can pay for services, change your plan, and do much more through the MyBriz app.
    
2. Check whether the provider has technical works
   Sometimes the internet may be unavailable due to scheduled maintenance or a network аварія. In this case, the problem occurs for many users at your address at once. You can check by the link or contact technical support.
    
3. Look at the indicators and check whether the router is turned on
   Make sure the router is connected to the power supply. If the device is working, its indicators should be lit. If none of the indicators are lit, it may have burned out or there may be a fault in the power adapter.
   
   Pay attention to these lights:
   Power:  device power
   Internet / WAN: connection to the provider's network
   Wi-Fi:  wireless network operation
    
4. Reboot the router and check the connection cables
   Very often the internet stops working because the equipment freezes. Unplug the router from the socket and wait about 2-3 minutes, then turn it on again. You can also check the network cables:
   
   whether they are firmly inserted into the router ports;
   whether there is any damage or bending;
   the condition of the connector;
    
5. Check the GPON terminal (ONU)
   With a fiber optic connection, a GPON terminal (ONU) is installed in the apartment/house. It is the device that receives the signal from the provider and then passes the internet to the router.
   The terminal has several indicators that help you understand the connection status:

• Power: the device is turned on
• PON: terminal registration in the optical network
• LOS/REG: optical signal from the provider
• LAN: network cable connection to your first device
  
  If LOS/REG is lit red and/or blinking, this may indicate a problem on the line or with the optical cable itself. In that case, you should contact the provider immediately. Do not reconnect the optical cable under any circumstances, as there is a chance of damaging it.

Additional checks if the internet is still not working

If the previous steps did not help, you can do a few more simple checks.

Check whether Wi-Fi works on different devices
Try connecting to the network from a smartphone, laptop, or another device. If the internet works only on one device, the issue may be in the settings of that specific gadget.

Try connecting to the internet via Ethernet cable
If possible, connect a computer or laptop to the router via Ethernet cable. This will help you understand whether the problem is specifically related to Wi-Fi. It is also best to check the real internet speed via cable. 

Check the network settings on the router and devices
Sometimes the reason may be a failure in the network settings of the router, computer, or smartphone. In that case, reconfiguration, reconnecting to Wi-Fi, or restarting the device helps.

When it is time to write to technical support and what to prepare

If you have gone through the checklist and the internet still has not started working, do not spend the evening guessing. The issue is resolved fastest when you immediately give technical support the facts. Prepare:

• connection address and the full name of the contract owner/personal account 
• what exactly is not working: Wi-Fi, internet via cable, or everything together
• which indicators are lit/blinking on the GPON terminal and router
• whether you performed a reboot and what changed after that

If you need a hint about your home network, the FAQ page or router setup instructions often help - everything is explained there without magic, in simple everyday language.

Switching to a modern GPON connection and a properly chosen router usually solves most internet stability problems at home.. You can submit a request on the briz.ua website or by calling technical support.