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No Internet — Reboot Sequence

If your entire office has lost internet follow this reboot sequence.

If your entire office has lost internet, follow this reboot sequence before raising a ticket. Wait 2 minutes between each step.

Step 1 — Check the obvious

  • Are the router and switch lights on? If not, check the power cables.
  • Has there been a power cut?

Step 2 — Reboot the router

  1. Unplug the power cable from the back of the router
  2. Wait 30 seconds
  3. Plug it back in
  4. Wait 2-3 minutes for it to fully restart (lights will stabilise)

Step 3 — Reboot the network switch

  1. Unplug the power from the switch (the device your Ethernet cables plug into)
  2. Wait 30 seconds
  3. Plug it back in
  4. Wait 1-2 minutes

Step 4 — Test the connection

Try loading a website from a wired device. If it works, the issue was temporary.

If it's still not working: Raise a P1 (Urgent) ticket immediately by calling 0203 026 6317. Include which lights are on/off on the router, whether any devices can connect, and when the issue started.