Connected does not always mean working. Your device may be connected to the router while the router has no internet, or the internet may work while one device cannot browse properly.
The fastest route is to split the problem into provider, router, Wi-Fi and device.
Split the fault
Run through the safe checks before you spend money, reset devices or start changing settings you may need later.
- Test another device on the same Wi-Fi.
- Test the affected device near the router.
- Restart the router by unplugging power for 30 seconds.
- Check your provider's outage page if every device is affected.
- Try a different browser if only websites fail.
Search intent
What this guide is designed to answer
People searching for "internet connected but not working" usually need to know whether the provider, router, Wi-Fi signal or one device is to blame.
This is based on real Ayrshire broadband jobs where the visible symptom was the same but the cause changed between Openreach full fibre, Virgin Media coax, older copper lines, mesh systems and one misbehaving device.
Ayrshire-specific context
Across Ayr, Prestwick, Troon, Irvine, Kilmarnock, Saltcoats, Cumnock, Largs and the villages between them, "internet connected but not working" often means different things depending on the property: older stone walls, converted flats, Openreach ONTs tucked in cupboards, Virgin Media hubs behind TVs, or extenders left using an old Wi-Fi name. The guide keeps those UK and Ayrshire realities in mind.
What the symptoms usually mean
Every device is offline or painfully slow
Usually points to
The fault is more likely to be the router, ONT, broadband line, provider outage or cabling.
Best next step
Check provider status, ONT/router lights, then test with one device close to the router before changing settings.
One laptop or computer fails but phones still work
Usually points to
The broadband service is probably alive; the affected device may have a Wi-Fi profile, DNS, driver or security problem.
Best next step
Forget and rejoin the network, test another browser, check date/time, and avoid resetting the router first.
Wired speed is fine but Wi-Fi is poor
Usually points to
This is usually coverage, interference, router position, channel congestion or mesh/extender setup.
Best next step
Test next to the router and in the problem room, then decide whether placement, cabling, mesh or access points are needed.
How to get the best outcome
- Decide whether the problem affects one device, one room, or the whole house before resetting anything.
- Record the router or ONT light state and your provider name, because BT, EE, Sky, TalkTalk, Vodafone, Plusnet and Virgin Media setups differ.
- Use an ethernet speed test when possible so you do not blame the provider for an in-home Wi-Fi issue.
- Ask for local help if the fix needs cabling, mesh placement, router settings or several devices reconnected.
Maintained guidance
Why you can trust this page
Last updated for Ayrshire Tech Help on 26 April 2026. The advice is written from real support work, keeps data and safety ahead of sales, and links to official sources where provider, security or operating-system guidance matters.
Official references worth checking
Ofcom: broadband speeds and minimum guarantees
Useful when the line itself is underperforming and you need to know what your provider should investigate.
Openreach: checks for fibre ONT boxes
Helpful for full-fibre homes with an Openreach ONT, especially when PON or LOS lights are involved.
BT: factory resetting a BT Hub
Confirms what a factory reset does and why it is different from a normal restart.
Related Ayrshire guides
Wi-Fi not working in Ayrshire
Local help for router, broadband, weak signal and whole-home Wi-Fi problems.
Router connected but no internet access
UK-specific router, ONT, ISP and device checks before calling your provider.
Slow Wi-Fi fixes
How to separate a slow broadband line from poor Wi-Fi coverage inside the house.
Every device failing points to router or provider
If nothing in the house can browse, the fault is unlikely to be one laptop. Router, provider line, account activation or external outage become more likely.
One device failing points to settings
If only one computer fails, the issue may be DNS, IP settings, browser, VPN, security software or wireless adapter. That can often be fixed without changing the router.
Slow and dead are different problems
A slow connection may be coverage, congestion or provider speed. A connection that loads nothing needs a more basic diagnosis first.
Do not reset the router as a first step
A factory reset can disconnect every device and wipe custom settings. Restart first, diagnose second, reset only when it is the right move.
Quick questions
Why does it say connected when nothing loads?
The device may be connected to the router, but the route from router to internet or from device to router may still be broken.
Should I call the provider?
If every device is affected, checking provider status is sensible. If only one device fails, local support may be faster.
Can this be fixed in one visit?
Most home Wi-Fi and router faults can be diagnosed in one visit, unless the provider line itself is down.
Maintained by
Graeme Tudhope, Ayrshire Tech Help
Graeme has been repairing computers, fixing Wi-Fi and helping Ayrshire homes and small businesses since 2008. Every article is based on real problems seen during local home visits, bench repairs and remote support sessions, with advice written to protect files, money and time before anyone books paid help.