Checking the router's Internet Protocol (IP) address is the key starting point — it tells you whether the problem is with the router itself or the modem. Video guides are also available below. If you work through all the steps and still need help, you can reach out through the. These troubleshooting steps are for users who have already completed the initial setup but still cannot get internet access through their router. It's not always as simple as plugging a new router directly into the wall. Whether you're relying on a wired Ethernet setup or Wi-Fi, a broken connection can stem from various causes—from simple cable issues and. When your fiber optic network stops working, begin with a structured approach.