Even a reliable internet service can be affected by fibre damage, equipment failure, power problems or a wider network outage.

A simple outage plan can reduce downtime and help your team respond calmly when a problem occurs.

Identify your critical systems

List the systems that depend on internet access.

These may include:

• Cloud applications
• Email
• Payment terminals
• Voice services
• VPN access
• Remote desktops
• CCTV monitoring
• Access-control systems
• Online ordering platforms
• Customer Wi-Fi

Decide which systems must continue working during an outage and which can wait.

Keep the router and ONT powered

Fibre may remain available during a local power failure, but your onsite equipment still needs power.

Consider providing backup power for:

• The ONT or fibre device
• The PacketSky router
• Network switches
• Wi-Fi access points
• Firewalls
• VoIP equipment

A UPS or suitable DC backup unit should be sized for the equipment and required runtime.

Important: Powering only the router may not keep the business online if the ONT, switch or firewall remains off.

Consider a backup internet connection

A secondary connection can keep critical services online when the primary connection fails.

Possible backup options include:

• Fixed LTE
• 5G
• Fixed wireless
• A second fibre service
• A separate connection from another network

The best option depends on:

• Coverage
• Required bandwidth
• Budget
• Applications used
• Expected outage duration
• Whether automatic failover is required

Test failover before an emergency

A backup connection is only useful if it works when needed.

Test it periodically to confirm:

• The backup service is active
• The SIM or account remains valid
• The router changes over correctly
• Critical applications still work
• Users know what changes during failover
• The primary service restores correctly afterward

Some applications may behave differently when the public IP address changes.

Understand the limitations of backup connectivity

A backup connection may not provide the same performance as the primary service.

During failover, you may need to limit:

• Large downloads
• Cloud backups
• Guest Wi-Fi
• Video streaming
• Software updates
• Non-essential traffic

Prioritise essential systems until the primary connection is restored.

Keep account and service details available

Maintain a simple record containing:

• PacketSky account name
• Service address
• Circuit or service description
• Customer Portal login
• Router and ONT location
• Onsite contact details
• IT-provider contact details
• Backup-service details

Assign an onsite contact

PacketSky may need someone onsite to:

• Check equipment lights
• Confirm power
• Restart equipment
• Take photographs
• Test a wired connection
• Provide access to technicians

Make sure the nominated contact knows where the network equipment is located.

Create a simple outage checklist

Your internal checklist could include:

1. Confirm whether all users are affected.
2. Check power to the ONT, router, switches and firewall.
3. Check the device lights.
4. Confirm whether failover has activated.
5. Test a wired device.
6. Record the time the issue began.
7. Log a PacketSky support ticket.
8. Notify staff of the temporary procedure.

Protect equipment from power events

Power failures and surges can damage routers, switches and ONTs.

Consider:

• A quality UPS
• Surge protection
• Proper ventilation
• Clearly labelled power supplies
• Regular battery testing
• Keeping equipment away from water and heat

What should I do when an outage occurs?

Record:

• The time the outage began
• The affected site
• Whether all users are affected
• The ONT and router light status
• Whether backup connectivity activated
• Any recent power or network changes

Then log a ticket through the PacketSky Customer Portal.

See What information should I provide when reporting a business internet fault?