Reference tool
Network Troubleshooting Guide
A guided, step-by-step flow to diagnose common network problems: no connectivity, slow speeds, DNS, and Wi-Fi, and find the likely cause.
Network Troubleshooting Guide
Step 1
Can you access any website or internet resource at all?
Frequently asked questions
What are the first steps to take when the internet goes down at the office?
Start by determining scope: check whether the issue affects all devices (network-wide) or only one device. If all devices are affected, power-cycle the modem and router in sequence: unplug the modem for 60 seconds, then the router for 30 seconds, then reconnect modem first and wait for it to fully sync before powering the router. If only one device is affected, check cables, WiFi association, and whether the device received a valid IP address (not 169.254.x.x). Always check your ISP's status page before opening a ticket, an ISP outage is the most common cause of complete loss.
Why is my office internet slow only during business hours?
Peak-hour slowdowns typically indicate bandwidth saturation, the connection is fully utilized by concurrent users running video calls, cloud sync, or large downloads. Check the router's WAN traffic graph to confirm. If you are on a plan under 100 Mbps for more than 20 users, the plan itself may be undersized. Short-term: enable QoS to prioritize VoIP and business-critical traffic, and schedule large backups and Windows Updates for off-hours. Long-term: upgrade to a higher-tier symmetric fiber plan.
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