Tengo VIP Process and Site Outages!

When receiving a initial call on the VIP line where the caller is reporting the entire site offline along with creating the ticket and asking for reboots on the nodes please also ask the location to reboot the modem providing the internet connection to the entire location, this normally fixes the issue.

Have the location reboot everything at the head-end (Modem, Router, Gateway Tower in that order) inform them to leave everything unplugged for 90-120 seconds then plug it back in in the same order (Modem, Router, Gateway Tower) allowing for 30-60 seconds between plugging in each device.

 

Note in the case you are creating that this has or has not been done, this clearly identify’s the next steps for the L2’s and will resolve site down issues much quicker.