What to check before you report a fault
Four checks that help us find and fix a fault faster.
Faults are fixed faster when the first call includes the right information. None of these checks is technical.
Scope of the problem
Check whether the whole office is offline or only one computer, system or phone. The answer tells us where to start and can save twenty minutes.
Start time
Note the exact time the problem started. If it was 10:42, we can check that moment on your line, which often shows the cause.
Router lights
Do not restart the router yet. Its lights show what happened, and restarting clears them. Tell us what the lights are doing first.
Calling us
Call the support number with this information and we can usually locate the fault straight away.
