What to do if your internet connection is down

This article is for clients with a broadband or connectivity service provided by Saunders Networks. If your connection has stopped working completely, the information below will help us diagnose the issue faster when you raise a ticket.

Check if it affects all users at the site

Find out whether the issue is affecting everyone at the site or just one device. If only a single device has lost connectivity, the problem is more likely with that device than the connection itself. Try restarting the device and reconnecting to the network.

If all users at the site have lost connectivity, raise a ticket straight away. This is likely a circuit or infrastructure issue and we’ll begin investigating as soon as the ticket comes in.

Don’t restart network equipment

If we supply or manage any equipment at your site (routers, gateways, switches, access points), avoid restarting it unless we’ve specifically asked you to. Restarting shared infrastructure can disrupt the entire site and may make the issue harder for us to diagnose remotely.

If your service is delivered to a standalone router that you manage yourself, restarting it is fine. Switch it off, wait 30 seconds, and turn it back on. Allow a few minutes for it to reconnect.

Raise a ticket

Raise a support ticket and include as much of the following as you can:

• When the connection went down (or when you first noticed)
• Whether it affects all users at the site or just one device
• Whether there have been any recent changes at the site (power cuts, building work, equipment moves)

We can often begin diagnosing the issue remotely before we respond, so the sooner you raise it, the faster we can get it resolved.

Connection down? Raise a support ticket and we’ll investigate immediately.