Perform the following:

  1. Find out if it is only a single system that is having the problem, or if it is a whole site?

Whole site without internet

  1. Check to see if you can connect to the server or any other computer on site with a remote program. If you can connect it is likely a DNS or DHCP issue so check the DNS or DHCP server (which could be the router).
  2. Depending on the site configuration try powering down the router and then turning it back on after 20 minutes. Allow time for the ISP connection to synchronize. Some sites may have a separate ADSL modem which should be power-cycled.
  3. Check if you can connect to the router itself. If you can, it will be a fault with the internal network, either the router or a switch. Attempt to diagnose to the best of your abilities which it is. Ensure the router is correctly configured, though this is likely hardware failure.
  4. If you can't access the router then check Service status with the client ISP. This can be done by either checking online, or calling them directly. And in the case of DTC internet services it can be checked by calling Xoomtalk. They will be able to provide additional support and information based upon what you have already tried.
  5. If none of the above result in reconnecting the internet then the next course of action is to get an engineer to site ASAP.
  6. Things to check onsite – adsl filters, try another router, check adsl logon credentials are correct, try connecting the uplink feed to another switch port, try a different patch cable.
  7. If still no success then contact ISP and arrange for an engineer to visit.

Individual without internet

  1. Is the ethernet cable unplugged? are they disconnected from the Wifi? If there is a red cross they are disconnected from the internet. A yellow triangle confirms a physical connection is present but unable to reach the internet.
  2. Ask the user to perform a network repair (XP) / diagnosis (Vista/Win7) by right clicking the network icon and clicking diagnose.
  3. Check if the user can ping the server and/or gateway (generally the router)
  4. Check for static IP addresses in the Network Connection settings – IP, DNS Gateway or incorrect DNS configuration. If you are able to remote onto their computer it's highly likely to be a DNS failure.
  5. If using wireless can they get the internet if they connect to the network with an Ethernet cable?
  6. For wireless connections, try changing the wireless connection management form/to Windows/other if there is the option.
  7. If they are getting a red x on ethernet, confirm that the cable is definitely patched in correctly and that there are activity lights on the adapter. If there aren't, it could mean the adapter is dead. If there is, it is most likely a software issue.