What should I check first for websites not loading?

Start by validating the scope of the issue: check whether it affects one device, one room or the whole connection, then compare Wi‑Fi and Ethernet where possible.

Can Wi‑Fi cause websites not loading?

Yes. Weak Wi‑Fi, interference, router placement and device limitations can cause many broadband symptoms even when the line itself is working.

When should I contact my provider?

Contact your provider if the problem affects Ethernet as well as Wi‑Fi, router or ONT lights show a service fault, or repeated tests prove the issue is outside your home network.

Websites Not Loading But Internet Works? Validate DNS and Browser Causes

DNS and browser troubleshooting

Websites Not Loading But Internet Works?

This guide helps you validate whether websites are failing because of DNS, browser cache, device settings, security software or a wider broadband problem.

Run speed test Broadband issue hub

Issue

Symptoms of Websites Not Loading

Use these signs to confirm that this is the closest matching issue before changing settings, replacing equipment or contacting your provider.

Apps work but websites do not load.
Some websites load while others time out.
One browser fails while another works.
You see DNS, certificate, proxy or connection reset errors.
The issue affects one device more than the rest.

Likely causes

Most Common Causes

The same symptom can have several different causes. Start with the causes below, then use the validation steps to prove which one is most likely.

DNS failure

The device or router may not be resolving website names correctly.

Browser cache or extension issue

Cached data, extensions or security settings can block sites.

VPN, proxy or filtering

VPNs, parental controls and security tools can route or block traffic.

Device network settings

A stale IP lease or custom DNS/proxy setting can break browsing.

Website or provider routing issue

The problem may affect only certain sites or routes.

Validate

Steps to Narrow Down the Root Cause of the Issue

Work through these checks in order. Change one thing at a time so the result tells you something useful.

1
Try more than one website and one browser.
2
Test apps, streaming or email to see whether internet works outside the browser.
3
Try another device on the same Wi‑Fi.
4
Turn off VPN/proxy temporarily for testing.
5
Restart the device and router if multiple devices are affected.
6
Try mobile data to confirm whether the website itself is down.

Fix

Problem Resolution

Apply the fix that matches the cause you validated. If the issue is proven outside your home network, gather evidence before contacting your provider.

Clear browser and disable extensions

Clear cache or try a private window and disable browser extensions.

Reset device network settings

Forget and reconnect to Wi‑Fi or renew the network connection.

Check DNS and filtering

Remove custom proxy/VPN settings and check parental/security filters.

Escalate only if all devices and sites fail

If browsing fails across devices while other services fail too, move to broadband-down troubleshooting.

Next guides

Related broadband troubleshooting guides

If this page does not exactly match the issue, use one of these related guides from the broadband issue hub.