Symptoms
- Router's admin page shows 'WAN not connected' or 'no internet' status
- Local Wi-Fi network works between devices but nothing reaches the internet
- Modem's lights look normal but the router still shows no connection
- Problem appeared after replacing or resetting the router
Likely causes
- CommonCable between the modem and router's WAN/internet port is loose or faultyThis single connection is critical, and a bad cable here disconnects the router from the internet even though local Wi-Fi still works.
- CommonRouter's WAN connection type not set correctly for your ISP (e.g., needs PPPoE credentials or a specific setting)Some providers require specific configuration beyond simple automatic DHCP, and a factory-reset or replaced router may default to the wrong type.
- PossibleModem needs a restart or hasn't finished syncing after being connected to a new routerModems sometimes need a restart specifically after a new device is connected to recognize it.
- PossibleISP restricts the internet connection to a specific device's MAC addressAfter a router swap, the ISP's system may need to recognize the new device before allowing a connection.
What to do
- Verify the cable is connected from the modem's Ethernet port specifically into the router's WAN or internet port, not one of the LAN ports.
- Try a different Ethernet cable between the modem and router.
- Restart the modem, then the router, in that order, waiting for the modem to fully reconnect first.
- Check the router's WAN connection type setting; if your ISP requires PPPoE or a static IP configuration, make sure it's set correctly rather than left on a default automatic setting.
- If you recently swapped routers, restart the modem specifically, since many modems only remember one connected device's MAC address until refreshed.
- Connect a computer directly to the modem (bypassing the router) to confirm the modem itself has internet, which helps isolate whether the fault is the modem/ISP side or the router.
- If the modem shows internet access when directly connected but the router still shows no WAN connection, double check the router's WAN settings or consider it may need a factory reset and fresh setup.
Tools and parts
- Ethernet cable
- Computer for direct modem testing
When to call a pro
If a computer connected directly to the modem gets internet but the router never does, and settings/cable checks don't help, contact your ISP to confirm they haven't restricted the connection to a specific device.
Safety
Generally low risk
Generally low risk for a careful person. Stop if anything looks different from what this guide describes.