If your location has no internet (and phones, since they are tied to the internet for service), follow the steps below to troubleshoot the issue. Start with the first step, and work through the list until you have resolved the issue. If you have followed all the steps and still find your location without service, please contact your IT department for further assistance.
STEP 1: Power cycle modem and router or internet gateway (modem/router combo).
Restarting your modem/router is often the quickest way to solve internet connectivity problems.
1. Unplug the power cord from your modem/router.
2. Wait 60 seconds and plug the power cord into your modem/router.
3. Wait a few minutes until the modem comes back online.
4. Test your Internet connection by visiting any website such as www.google.com or www.ted.com.
If, after power cycling your modem/router, your internet connection and phones are not restored, please proceed to step two.
STEP 2: Contact your ISP (internet service provider) to determine if there is an outage in your area.
If your service is down, the cause could be an outage in your area. The easiest way to determine this is to contact your local internet service provider. Typically, ISPs require that you be a named person on the account to speak with you. However, when given the correct account information, most larger ISPs will provide outage information via their automated telephone system.
1. Use the Store Internet Service Providers spreadsheet to find your store's ISP account information.
2. Call the ISP Phone number listed on the spreadsheet.
3. Follow the automated prompts. The system will typically request a business phone number associated with the account or the account number itself.
4. Matching the account information to your location may tell you an outage has been reported in your area. However, it does not always provide an estimated resolution time.
5. If it is an outage, please notify the call center by emailing iselanunez@gillstire.com and nicoleferriter@gillstire.com. Your email subject line should have the store location and number, the reason for the email, and the date. The body of the message should give a brief explanation. Once services have been restored, please send a follow-up email letting them know the issue has been resolved. Here is an example of the email you should send them:
To: iselanunez@gillstire.com; nicoleferriter@gillstire.com Subject: Hood River Store #52 – No phones/internet: Wednesday, July 26th
Body: Please be advised that you may experience an influx of calls from our location. We are currently experiencing an internet and phone outage. Our ISP is working to resolve the issue, and we will let you know when services have been restored. Thank you.
Your follow-up email can be your original email with a return message stating: Hood River internet/phones have been restored.
6. If there are no reported outages, and it asks your reason for calling, tell it “Internet Outage.” The automated system will do one of two things: automatically try to determine if there are issues with your modem/router and cycle the modem remotely or walk you through how to do it manually.
At this point, if you still have no service, proceed to step 3.
STEP 3: Power cycle the network equipment – data switch, firewall, and modem/router.
After power cycling the modem/router and determining there are no outages in your area, it may be necessary to power cycle all the network equipment. The steps to power cycle the network equipment are similar to those used to power cycle the modem/router. This will restore internet connectivity in most cases.
1. Locate your network equipment – remember that if it isn’t in an office, it may be hiding in a closet. You are looking for the data switch and firewall. Typically, they will be wherever your modem/router is. The data switch will be a long white (or black) box that says Aruba or a black box that says Cisco. It will have all the CAT 5 cables plugged into it.
2. Pull the power plug from the Aruba/Cisco data switch, SonicWall Firewall, and modem/router.
3. Wait a few minutes to allow all the equipment to power down completely.
4. Then, plug all the equipment back in the same order: Aruba/Cisco data switch, SonicWall Firewall, and modem/router.
5. The equipment may take up to 15 minutes to reconnect. But you should start to see the phones and computers come back online. This can be verified by visiting any website, such as www.google.com or www.ted.com.
6. On rare occasions, it might take more than one power cycle of the network equipment to regain connectivity.
If you have followed all the steps above and cannot connect to the internet/phones, please contact your IT department via email at help@gillstire.com with a brief explanation of the issue.
