I cannot access the internet with my NETGEAR router; what troubleshooting steps should I follow?

This article applies to NETGEAR routers for the older Smart Wizard user interface. For additional assistance with Smart Wizard routers, see How to configure your NETGEAR router for cable internet connection with Smart Wizard.

If your router has the NETGEAR genie user interface, see How to configure your NETGEAR router for cable internet connection with NETGEAR genie.

For additional troubleshooting, see Wireless Router Self-help

This article is not relevant if any of the following conditions are true for you:


  • Lost internet access after it was previously working.
  • Unable to go online with wired and wireless devices.

To troubleshoot Internet connectivity issues:

Note: If you are a dial-up user converting to a cable or DSL connection, note that some software does not work when both types of configurations are present. Configuring your new connection might stop your dial-up connection from working. You might need to configure your computer to connect one way or the other.

  1. Disconnect your router and connect your computer directly to your modem.
    • If you cannot access the internet, contact your ISP. 
    • If you can access the internet, reconnect your router as it was before and continue to Step 2.
  2. Log in to the router. For router log in instructions, see your router user manual or How do I login to my NETGEAR home router?. If you cannot log into the router, check the following:

    • Ensure all cables attached to the router and computer are secure.
    • The Internet LED is lit. If the Internet LED is not lit, refer to the router manual to troubleshoot the light status.
    • If you are using a device that is connected to the router using an Ethernet cable, check that the LEDs for the ports with cables are lit. If a port LED with an Ethernet cable is not lit, move the cable to a different port on the back of the router. If a port LED still does not light, see the router manual.
    • If you are using a wireless device, check that the LED on the wireless adapter is lit. If the wireless adapter LED is not lit, then do not continue with this article.  Instead, see your adapter manual for troubleshooting. 
    • If all cables are securely seated and the LEDs are lit appropriately, follow these steps:

    If you are able to log in to the router, run the router's Smart Wizard and take one of the following actions:

    • If a dynamic IP address is discovered, proceed to Step 3.
    • If PPPoE is discovered, configure your router with the username and password provided by your ISP. Click Apply and proceed to Step 3.
    • If a static IP address is discovered, configure your router with the IP address for your router, the address of the ISP's DNS, and the address of the default gateway. Your ISP provided you with this information. Click Apply and proceed to Step 3.

    If the Smart wizard does not find an IP address, follow these steps:
    1. Power off the router.
    2. Power off the modem.
    3. Power on the modem.
    4. Power on the router.
    5. Repeat Step 2.
  3. Click the Smart Wizard Test button to access the NETGEAR online test page.


    If the page displays, you have internet access. If the page does not display, see No Internet with new router - MAC spoofing.
  4. Confirm modem's IP address can be seen. In the router interface, go to the Router Status page. For more information, see your router user manual.


    If the modem's IP address cannot be seen, reboot the modem, router, and computer, in that order. Be sure to wait for each device to completely reboot before rebooting the next.

    If the modem's IP address is seen, and you still cannot access the internet, you might have a problem with your browser settings. Your security might be set too high for the internet service you are trying to use, or your browser might be configured for a dial-up connection. In Internet Explorer you check this using Tools > Internet Options > Security > Default Level. If the slider is set to High, change it to Medium. Click Tools > Internet Options > Connections. If the radio buttons in the center are not dimmed, settings for a dial-up connection are being used.

    You can also visit DSL Router Self-help as an alternative.

Tipo di documento:
Knowledge Base > Generic Articles > Risoluzione dei problemi
Pubblicato 08/12/2008 04:30 AM   |   Aggiornate 28/10/2015 06:40 PM

 This answer applies to the following products (Click to Expand):

  • DG834GT
  • JDGN1000
  • DM111PSPv1
  • DM111Pv1
  • DGND3700v1
  • DGND3300v1
  • DGN2200v1
  • DGN2000
  • DGN1000
  • DG834PN
  • DG834Nv1
  • DG834Nv2
  • DG834GVv1
  • DG834GVv2
  • DG834GUv5
  • DG834Gv1
  • DG834Gv2
  • DG834Gv3
  • DG834Gv4
  • DG834Gv5
  • DG834v1
  • DG834v2
  • DG834v3
  • DG834v4
  • DG824M
  • DG814
  • KWGR614
  • MR314
  • MR814v1
  • MR814v2
  • MR814v3
  • WGM124
  • WGR101
  • WGR612
  • WGR614v1
  • WGR614v2
  • WGR614v3
  • WGR614v4
  • WGR614v5
  • WGR614v6
  • WGR614v7
  • WGR614v8
  • WGR614v9
  • WGR614L
  • WGT624v1
  • WGT624v2
  • WGT624v3
  • WGT624v4
  • WGT624SC
  • WGU624
  • WGT634U
  • WNDR3300v1
  • WNDR3400v1
  • WNDR3700v1
  • WNDR37AVv1
  • WNR1000v1
  • WNR1000v2
  • WNR3500v1
  • WNR2000v1
  • WNR2000v2
  • WNR2200
  • WNR612
  • WNR834Bv1
  • WNR3500Lv1
  • WNR834Bv2
  • WNR834M
  • WNR854T
  • WPN824v1
  • WPN824v2
  • WPN824v3
  • WPN824N
  • WPNT834
  • JWNR2000v1
  • JWNR2000v2
  • HR314
  • RH348
  • RO318
  • RP114
  • RP334
  • RP614v1
  • RP614v2
  • RP614v3
  • RP614v4
  • RT311
  • RT314
  • RT328
  • RT338
  • TA612V
  • RH340

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