If only one part of your business has lost access, the internet service itself may still be online.

The problem may instead be related to Wi-Fi, a network switch, internal cabling, a firewall, a single device or a particular application.

Confirm exactly who is affected

Start by identifying the extent of the problem.

• Is one user affected?
• Is one room, office or floor affected?
• Are only Wi-Fi users affected?
• Are only wired devices affected?
• Is one department or branch affected?
• Is only one website or application unavailable?
• Are phones, card machines or CCTV systems affected?

A clear description of the affected area helps identify the most likely cause.

Test another device

Try the same connection from another device in the affected area.

If only one device is affected:

• Restart the device
• Check that Wi-Fi or Ethernet is enabled
• Confirm that airplane mode is off
• Reconnect the network cable
• Forget and reconnect to the Wi-Fi network
• Check for an incorrect manual IP address
• Temporarily disconnect any VPN

If other devices work normally, the problem is probably limited to the original device.

Check whether Wi-Fi or Ethernet is affected

Test both connection methods where possible.

If Ethernet works but Wi-Fi does not, check:

• The access point has power
• The Wi-Fi network is visible
• The correct Wi-Fi password is being used
• The affected area has adequate signal
• The access point is connected to the network
• Other access points are still working

If Wi-Fi works but wired devices do not, check:

• The network switch has power
• The Ethernet cables are connected
• The relevant switch-port lights are active
• The wall outlet or patch lead is not damaged
• The device’s Ethernet adapter is enabled

Check the network switch

A failed or unpowered switch can disconnect several users while the rest of the business remains online.

Confirm that:

• The switch has power
• Status lights are visible
• The uplink cable is securely connected
• The affected ports show activity
• No cables were recently moved
• The switch is not unusually hot

Do not unplug cables at random where the network is not clearly labelled.

Check access points and mesh units

If only one Wi-Fi area is affected, the local access point or mesh unit may be offline.

Check that:

• The unit has power
• The Ethernet or uplink cable is connected
• The status light is normal
• The device has not been unplugged or moved
• The network name is still visible

Where the Wi-Fi equipment is managed by your IT provider, contact them with the location and status of the affected unit.

Check whether one application is affected

If normal websites work but one application does not, the internet service may be functioning correctly.

Try:

• Opening another website
• Using the application from another device
• Testing without the VPN
• Checking the provider’s status page
• Testing from a mobile hotspot
• Restarting the application

The issue may be related to the application provider, server, VPN, firewall or login rather than the internet line.

Check for a local firewall or VPN problem

A firewall or VPN may block certain users, websites or services while leaving general internet access available.

Possible signs include:

• Only remote users are affected
• Only one cloud platform is unavailable
• Access works when the VPN is disconnected
• One department cannot reach a server
• A recent firewall change was made

Your IT provider may need to review the firewall or VPN logs and configuration.

Test close to the PacketSky router

Connect a laptop directly to the PacketSky router using Ethernet where possible.

If internet access works directly from the router but not through the internal network, the likely problem is behind the router.

This may include:

• A switch
• A firewall
• Internal cabling
• An access point
• A server
• A customer-owned router

Do not factory-reset network equipment

Do not factory-reset the PacketSky router, ONT, firewall, switch or access point unless instructed by the responsible support provider.

A reset may:

• Erase the internet configuration
• Remove VLAN or firewall settings
• Break VPN access
• Disconnect other users
• Make diagnosis more difficult

What should I send PacketSky?

If you believe the internet service may be involved, send:

• The affected site and area
• Number of users affected
• Whether wired and Wi-Fi devices are affected
• Whether a direct connection to the router works
• Which websites or applications are affected
• Any error messages
• Photographs of relevant equipment lights
• Details of recent network changes

Log the ticket through the PacketSky Customer Portal.

See What parts of my business network does PacketSky support?