If your business internet connection is down, slow or unstable, providing clear information from the start can significantly speed up the investigation.

The details below help PacketSky determine whether the problem is related to the internet service, Fibre Network Operator, router, Wi-Fi network, internal cabling or another part of your business network.

Important: Do not press the reset button on your router or fibre device unless PacketSky specifically asks you to. A factory reset may erase the device configuration and prevent the service from reconnecting.

Identify the affected site and service

Please provide enough information for us to identify the correct connection, especially if your business has more than one branch or internet service.

• Business or account name
• Physical address of the affected site
• Branch, store or site name
• Service or circuit affected, if known
• Name and contact number of someone currently onsite

You can view your active services and available service details through the PacketSky Customer Portal.

Describe what is happening

Tell us whether the service is:

• Completely offline
• Slow
• Intermittent or disconnecting
• Experiencing high latency or packet loss
• Only affecting certain users, devices or applications

Please also confirm when the issue started and whether anything changed shortly before it began, such as a power failure, electrical work, equipment replacement, network change or building maintenance.

Confirm how much of the business is affected

This is one of the most useful checks when identifying where the fault may be.

Please confirm:

• Whether all staff and devices are affected
• Whether both wired and Wi-Fi devices are affected
• Whether the problem is limited to one office, floor or department
• Whether only one website, cloud service, VPN or application is affected
• Whether another internet connection or backup service is still working

If only one device or part of the premises is affected, the internet service itself may still be online and the problem may be within the internal network.

Check the router and fibre device

Confirm that both the PacketSky router and the fibre device, commonly called an ONT or CPE, are switched on and receiving stable power.

Please check that:

• The power adapters are securely connected
• The wall plugs or UPS outlets are switched on
• No network or fibre cables have been pulled loose
• There is no visible damage to the equipment or cables
• The devices have lights displaying on the front

Please send us a clear photograph of the lights on the fibre device after completing the checks. The light status often helps identify whether the fault is onsite or on the Fibre Network Operator’s network.

Restart the equipment correctly

Unless your business has been advised not to restart managed equipment, complete the following power cycle:

1. Switch off the router and fibre device.
2. Leave both devices off for approximately 60 seconds.
3. Switch the fibre device back on first.
4. Allow two to three minutes for its lights to stabilise.
5. Switch the router back on.
6. Allow another two to three minutes for the service to reconnect.

Test the connection again once both devices have restarted.

Provide test results where relevant

If the service is slow or unstable rather than completely offline, include any available test results.

• A speed test performed using an Ethernet cable
• Ping or packet-loss results
• A traceroute to the affected destination
• The date and exact time of each test
• Screenshots of errors or failed applications

For accurate testing instructions, see:

• How do I perform an accurate internet speed test?
• How do I perform a traceroute?

A speed test over Wi-Fi can still be useful, but it cannot reliably confirm the performance of the internet line because Wi-Fi interference, distance and local network conditions may affect the result.

Explain the business impact

Briefly explain how the fault is affecting your operations. For example:

• The entire branch cannot access the internet
• Card machines or cloud systems are unavailable
• Staff cannot access a business VPN
• Voice or video calls are breaking up
• Only guest Wi-Fi is affected
• A backup connection has also failed

This helps our team understand the urgency and determine which systems or connections require attention.

What to include in your support ticket

Before submitting the ticket, try to include the following:

• Business name and affected site
• Onsite contact name and number
• Time the problem started
• Whether the service is down, slow or intermittent
• Whether all users and devices are affected
• Whether wired and Wi-Fi connections are affected
• Router and fibre-device light status
• Confirmation that the equipment was restarted
• Photos, screenshots or test results
• Details of any recent power or network changes

You can submit this information through the PacketSky Customer Portal. See How do I log a support ticket in the PacketSky Customer Portal? for step-by-step instructions.

What happens after the fault is reported?

PacketSky will review the information and determine where the likely fault is located. We may check the service remotely, review the router status, ask for additional tests or escalate the fault to the relevant Fibre Network Operator.

If the problem appears to be within your internal business network, we will explain what we have identified and whether your IT provider, cabling contractor or network administrator may need to assist.