An internet outage can affect one laptop, one part of a building, or the entire business. Establish the scope before restarting shared equipment. A gateway restart can interrupt phones, payments, remote workers, and other services that were still functioning.
Check the scope
- Test a second device on the same connection.
- Compare an approved wired connection with office Wi-Fi.
- Check whether several unrelated websites and business applications fail.
- Ask whether other departments or locations have the same problem.
If only one application fails, report it as an application issue until broader testing shows otherwise. If Wi-Fi fails but wired devices work, investigate the wireless network rather than assuming the ISP is down.
Observe before making changes
Record the time the outage started, the last known working time, and the modem or gateway light pattern. Photograph indicators if useful, but do not open equipment or touch damaged power connections. Check the ISP's service notice using a separate connection if available.
Only perform a controlled restart when your authorized IT contact approves it. Do not press a reset button: a factory reset can erase the configuration needed to restore service.
Escalate with useful evidence
Provide the site address, affected devices, test results, circuit or account reference, and recent changes. Keep the ISP ticket number and your internal support ticket together. Ask who owns the next update and when to expect it. Send credentials through an approved secure channel, never in the ticket narrative.
Get help with your network
For an existing service issue, open an AvrinTech support ticket. For an assessment or planned improvement, request a scoped proposal and review our networking services. Work, coverage, and response targets depend on your agreement.
