Symptoms
- Both Wi-Fi and internet access seem affected together
- Wi-Fi works locally between devices but nothing reaches the internet
- Combo unit's lights show a mix of normal and abnormal indicators
- Provider blames the router function while router troubleshooting doesn't help
Likely causes
- CommonThe modem portion has lost signal from the provider while the router portion still functions locallyThis creates the appearance of a 'router problem' (like normal Wi-Fi) while the real issue is upstream.
- CommonCombo unit needs a restart, same as separate modem and router wouldA single restart addresses both functions since they're in one device.
- PossibleFirmware issue affecting one function but not the otherA partial software fault can impact Wi-Fi, for example, while leaving the internet connection itself fine, or vice versa.
- PossibleCombo unit aging and one of its two functions is failingThese devices can develop a hardware fault in the router chip or modem chip independently.
What to do
- Restart the combo unit fully by unplugging it for 30 seconds and waiting several minutes for it to reconnect after powering back on.
- Check the specific lights for internet/online status separately from the Wi-Fi/wireless status light, since this tells you which function is having trouble.
- If the internet light is red or off but Wi-Fi devices connect to each other locally, the issue is with the modem side (provider connection), not the router side.
- If the internet light looks normal but devices can't get a stable Wi-Fi connection, the issue is likely with the router side of the combo unit.
- Check for a firmware update in the device's admin page or app, since combo units get firmware updates just like standalone equipment.
- Consider adding your own separate router connected to the combo unit (with the combo's Wi-Fi turned off) if the router side keeps failing while the modem side is fine, giving you more control and often better Wi-Fi performance.
- If the modem side of the combo keeps failing, contact your ISP, since it's often leased equipment they can swap out.
Tools and parts
Standalone Wi-Fi routerSearch: “wifi router”
When to call a pro
If your ISP-leased combo unit is repeatedly failing on either side, ask them for a replacement unit at no cost, which is standard for leased equipment issues.
Safety
Generally low risk
Generally low risk for a careful person. Stop if anything looks different from what this guide describes.