Module 25

Staying Independent

When Things Stop Working

⏱ About 20–30 minutes — go at your own pace

A neighbour once called Aaron to say "I have a dinosaur on my screen and I don't know what to do." That dinosaur meant one thing: no internet connection. The neighbour thought her iPad was broken. It was not. The internet was down for the whole neighbourhood.

Internet outages happen to everyone. They are not your fault, and they do not mean your device is broken. This module will teach you how to tell what is going on, what you can fix yourself, and when to call for help.

✔️ You are in a safe place. Outages are temporary. Your device is not broken. Your data is safe. This module will give you calm, clear steps for when things stop working.

Prefer to go one step at a time? Try the guided step-by-step version

From your coach

When the internet goes down, it is easy to assume you broke something. Here is the truth this lesson proves: most outages are the provider's problem, not yours, and there are quick ways to confirm that before you touch a single cable. Knowing it is not your fault is half the fix.

What you'll learn in this module

  • What the "dinosaur screen" and error messages actually mean
  • How to tell if the problem is your device, your home, or your whole area
  • How to read your Wi-Fi signal strength on iPad and iPhone
  • The 3-step fix that solves most internet problems
  • When and how to call your internet provider
  • How to run a speed test and what the numbers mean
  • What a mobile hotspot is and how it can help temporarily
  • How to stay calm and carry on during an outage

1. The Dinosaur Screen

If you use Google Chrome on your iPad and the internet goes down, you will see a small cartoon dinosaur on a blank screen. This is Chrome's way of telling you it cannot connect to the internet. You have not broken anything — the dinosaur just means there is no internet connection right now.

If you use Safari (the browser that comes with your iPad), you will see a message like "Safari Can't Find the Server" or "You Are Not Connected to the Internet." Again, this is not your fault — it is just your device telling you it cannot reach the internet.

💡 What These Screens Look Like

  • Google Chrome — A grey screen with a small pixelated dinosaur and the words "No internet" or "Unable to connect"
  • Safari — A white screen that says "Safari Can't Find the Server" or "A server with the specified hostname could not be found"
  • Apps — Apps may show spinning circles that never stop, error messages, or simply refuse to load new content

✔️ Confidence check: If you see any of these screens, take a breath. You have not broken anything. Your device is working perfectly — it simply cannot reach the internet right now.

2. Is It Just You?

When your internet stops working, the first thing to figure out is whether the problem is with your device, your home network, or everyone in your area. This matters because the fix is different depending on the answer.

🔍 How to Figure Out What Is Going On

  1. Try another device — If you have a phone and an iPad, try the internet on both. If only one device has a problem, the issue is with that device, not your internet.
  2. Try another website — Sometimes one website is down but the internet itself is fine. Try going to google.ca. If Google loads, your internet is working and the original website is the problem.
  3. Ask a neighbour — If your neighbour's internet is also down, the outage is in your area and there is nothing you can fix yourself. You simply need to wait.
  4. Check downdetector.ca — This free website tracks outages for major Canadian providers like Bell, Rogers, Telus, and Cogeco. If you still have mobile data on your phone, visit downdetector.ca to see if your provider is experiencing problems.

✔️ Confidence check: You do not need to memorise all of these steps. The simplest check is this: if another device also cannot connect, the problem is probably not your device.

3. Reading Your Signal Strength

Your iPad and iPhone show you how strong your internet connection is — if you know where to look. Understanding your signal strength helps you figure out whether your internet is truly down or whether you have simply moved too far from your router.

📶 Wi-Fi Signal Bars

Look at the top-right corner of your iPad or iPhone screen. You will see a small fan-shaped icon — this is your Wi-Fi signal indicator.

  • All bars filled in — Strong signal. Your internet should work well.
  • Two or three bars — Fair signal. Things may be a bit slower, but should still work.
  • One bar — Weak signal. You are far from your router or something is blocking the signal. Try moving closer to your modem.
  • No Wi-Fi icon at all — Your device is not connected to Wi-Fi. This could mean your Wi-Fi is turned off, or the router is not working.

📱 What "No Service" Means on Your iPhone

If your iPhone shows "No Service" in the top-left corner, it means your phone has lost its connection to the cellular network — the network your phone uses when you are away from home. This is separate from your home Wi-Fi. You can still use Wi-Fi at home even if your phone says "No Service."

✔️ Confidence check: The Wi-Fi icon in the top-right corner of your screen is your friend. Full bars means everything is fine. No icon means your device is not connected to Wi-Fi.

4. Basic Troubleshooting

Here is the good news: there is a simple 3-step fix that solves about 80% of internet problems. Technicians use these same steps. You can do them yourself.

🛠️ The 3-Step Fix

  1. Turn off Wi-Fi and turn it back on — On your iPad or iPhone, open Settings, tap Wi-Fi, flip the switch off. Wait 10 seconds. Flip it back on. Your device will reconnect to your home network. This often solves the problem by itself.
  2. Restart your modem and router — Your modem is the box from your internet provider (often black, with blinking lights). Your router might be the same box or a separate one. Unplug the power cord from the back of the modem. Wait 30 seconds. Plug it back in. Wait 2 to 3 minutes for the lights to come back on and settle. This is the single most effective fix for internet problems.
  3. Restart your device — If the first two steps did not work, restart your iPad or iPhone. Hold the power button until the "slide to power off" slider appears. Slide it. Wait 30 seconds. Press and hold the power button again to turn it back on.

💡 Why "Turning It Off and On Again" Works

It is not a joke — it genuinely works. Your modem and router are small computers. Like any computer, they can get confused or overloaded after running for a long time. Restarting them clears out temporary problems and gives them a fresh start. Even professional technicians do this as their first step.

✔️ Confidence check: You now know the same 3-step fix that technicians use. Turn off Wi-Fi, restart the modem, restart your device. That is it. You can do this.

5. When to Call Your Provider

If you have tried the 3-step fix and your internet is still not working, it may be time to call your internet provider. But how long should you wait?

⏰ When to Wait and When to Call

  • If your neighbours are also affected — This is an area outage. Give it 1 to 2 hours. Your provider already knows about it and is working on it.
  • If only your home is affected — Call sooner. If you have tried the 3-step fix and nothing has changed after 15 to 20 minutes, go ahead and call.

📞 What to Say When You Call

Here is a simple script you can use:

"My internet is not working. I have restarted my modem and my device. Can you check if there is an outage in my area?"

If they create a support ticket, ask for the reference number and write it down. This protects you if you need to follow up later.

✔️ Confidence check: You do not need to feel nervous about calling. You have already done the troubleshooting. You can tell them exactly what you tried. That puts you ahead of most callers.

6. Speed Tests

Sometimes your internet is not completely down — it is just slow. Pages take forever to load. Videos keep stopping and starting. If this sounds familiar, a speed test can tell you exactly how fast your internet is running.

📈 How to Run a Speed Test

  1. Open Safari on your iPad
  2. Go to speedtest.net
  3. Tap the large "Go" button in the centre of the screen
  4. Wait about 30 seconds — the test will run automatically
  5. Look at the "Download" number — this is your internet speed in Mbps

📋 What the Numbers Mean

  • Download speed — This is the most important number. It tells you how fast information comes to your device. If your plan says you should get 25 Mbps and you are only getting 5 Mbps, something is wrong.
  • Upload speed — This is how fast you can send information (like photos or emails). It is usually much lower than your download speed. That is normal.
  • Ping — You can ignore this number. It measures response time and is only important for online gaming.

📞 What to Do If Your Speed Is Too Low

If you are paying for 25 Mbps and only getting 5 Mbps, call your provider and say: "I ran a speed test at speedtest.net and I am only getting 5 Mbps. My plan says I should get 25 Mbps. Can you look into this?" They are required to deliver the speed you are paying for.

✔️ Confidence check: A speed test is free, takes 30 seconds, and gives you real evidence to use when talking to your provider. You do not need to understand every number — just compare your download speed to what your plan promises.

7. Mobile Hotspot (Light Touch)

If your home internet is down and you need to get online urgently — for example, to check an important email or join a video call — your iPhone can share its cellular data with your iPad. This feature is called Personal Hotspot.

📱 How to Turn On Personal Hotspot on iPhone

  1. On your iPhone, open Settings
  2. Tap Personal Hotspot (or Cellular, then Personal Hotspot)
  3. Turn on "Allow Others to Join"
  4. On your iPad, go to Settings → Wi-Fi and look for your iPhone's name in the list. Tap it to connect.

⚠️ Important Notes

  • Personal Hotspot uses your phone's cellular data — if you have a limited data plan on your phone, this will count against it
  • This is a temporary solution, not a replacement for home internet
  • Avoid streaming video while using your phone as a hotspot — it uses data quickly

✔️ Confidence check: You do not need to set this up right now. Just know that it exists. If your home internet ever goes down and you need to get online urgently, your iPhone can help.

8. Keeping Calm

Internet outages can feel stressful, especially if you rely on your device to stay connected with family or access important services. But here is the most important thing to remember: outages are temporary.

💚 What You Need to Know

  • Your data is safe — An internet outage does not erase anything on your device. Your photos, messages, contacts, and apps are all still there.
  • Nothing is lost — Emails that were sent to you during the outage will arrive as soon as your internet comes back. You will not miss anything permanently.
  • The internet will come back — Every outage ends. Most last less than a few hours. Major outages are rare and providers work around the clock to fix them.

☕ In the Meantime

While you wait for your internet to come back, here are some things you can do:

  • Read a book or magazine
  • Call a friend or family member on the phone — regular phone calls do not need internet
  • Make a cup of tea or coffee and take a break
  • Play a game on your iPad that does not need internet — many games work offline
  • Look through your photos — your photo library is on your device and works without internet

✔️ Confidence check: You are more prepared than you think. You know how to check if it is just you, how to restart your modem, and when to call. The internet always comes back. You will be just fine.

Quick Answers

Quick Check: Test Your Knowledge

Let us see how much you remember. Tap the answer you think is correct.

1. What does the dinosaur on your screen mean?

2. What is the first thing you should try when your internet stops working?

3. How can you check if the outage is just your home or your whole area?

4. How long should you wait before calling your provider about an outage?

5. What is a speed test?

What you learned in this module

  • The dinosaur screen and error messages mean your internet is down — not that your device is broken
  • How to check if the problem is your device, your home, or your area
  • The 3-step fix: toggle Wi-Fi, restart modem, restart device
  • When to call your provider and exactly what to say
  • How to run a speed test at speedtest.net
  • Your iPhone can share its internet with your iPad in an emergency
  • Outages are temporary — your data is safe and the internet always comes back
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