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The user reports that they are not able to use the internet

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Possible questions to ask:

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Is the router you're usually connected to on?

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Is the router you're usually connected to on?

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How long have you been without internet?

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Have you tried restarting your computer?

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Have you tried restarting your computer?

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Did your company pay your Internet service provider? 

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Did your company pay your Internet service provider? 

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Do all your devices have no access to the Internet or just a few?

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Do the coworkers next to you have internet or the same problem as you?

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Do the coworkers next to you have internet or the same problem as you?

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Go the internet service provider website to look for possible solutions 

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Go the internet service provider website to look for possible solutions 

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Look at FAQs based on the user's device.

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Look at FAQs based on the user's device.

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Try to find info on the same problem based on documents created by other technicians.

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Try to find info on the same problem based on documents created by other technicians.

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Look at old help desk information to see if this problem has happened before.

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Look at old help desk information to see if this problem has happened before.

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Your company hasn't paid your internet service provider 

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Your company hasn't paid your internet service provider 

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The router isn't on or working properly 

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The router isn't on or working properly 

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Ethernet cable not connected properly or damaged if using ethernet 

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Ethernet cable not connected properly or damaged if using ethernet 

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User might have connected to the wrong Wi-Fi.

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User might have connected to the wrong Wi-Fi.

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The user's company internet provider services were down.

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The user's company internet provider services were down.

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The Computer's Network Drivers aren't updated or doesn't support company's Wi-Fi.

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The Computer's Network Drivers aren't updated or doesn't support company's Wi-Fi.

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Network card is outdated or incompatible with Company's Wi-Fi.

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Network card is outdated or incompatible with Company's Wi-Fi.

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First you want to check if the Wi-fi bar is low.

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First you want to check if the Wi-fi bar is low.

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If it is low, either move closer to the router or ask their boss to move the router closer to them.

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If it is low, either move closer to the router or ask their boss to move the router closer to them.

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The bar should be higher when you are closer to the router since you are in range of the Wi-fi.

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The bar should be higher when you are closer to the router since you are in range of the Wi-fi.

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If you can't move the router closer to you, ask your manager/boss if they can install more intermediary devices so that the Wi-fi range extends.

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If you can't move the router closer to you, ask your manager/boss if they can install more intermediary devices so that the Wi-fi range extends.

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If moving closer does NOT solve the problem. Perhaps the user is connected to a router that is far away from the computer. If this is the case then test different routers from the location of the user's computer. 

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If moving closer does NOT solve the problem. Perhaps the user is connected to a router that is far away from the computer. If this is the case then test different routers from the location of the user's computer. 

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Check for available computer seats that are closer to the router than their original seat.

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Check for available computer seats that are closer to the router than their original seat.

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If there is, tell them to ask their manager/boss if they can move to a seat that is closer to the router.

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If there is, tell them to ask their manager/boss if they can move to a seat that is closer to the router.

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If their manager/boss cannot move the user closer to the router, ask their manager/boss if they can have someone install an extra/backup router that could be closer to the user.

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If their manager/boss cannot move the user closer to the router, ask their manager/boss if they can have someone install an extra/backup router that could be closer to the user.

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Move the user closer to the company router.

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Move the user closer to the company router.

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Once the user has moved, check their computer's Wi-Fi connection status to see if they have better connection to the internet.

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Once the user has moved, check their computer's Wi-Fi connection status to see if they have better connection to the internet.

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Check to see if the system is now capable of accessing the Internet 

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Check to see if the system is now capable of accessing the Internet 

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Ask the user to run their typical work applications to see if they have a good connection to the internet. 

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Ask the user to run their typical work applications to see if they have a good connection to the internet. 

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If an extra/backup router was installed closer to the user, check the connection status to see if they got better connection to the internet. 

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If an extra/backup router was installed closer to the user, check the connection status to see if they got better connection to the internet. 

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Ask the user to run connectivity tests to check their connection to the Wi-Fi.

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Ask the user to run connectivity tests to check their connection to the Wi-Fi.

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The problem was that the user wasn't able to connect to the internet because he/she was out of range of the router/internet.

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The problem was that the user wasn't able to connect to the internet because he/she was out of range of the router/internet.

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The solution was that either the user moved closer to the router or their manager moved the router closer to them so that they are in range with the Wi-fi.

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The solution was that either the user moved closer to the router or their manager moved the router closer to them so that they are in range with the Wi-fi.

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Another solution was that the manager could've installed another router.

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Another solution was that the manager could've installed another router.

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Have the user test out applications that they usually use for work to verify that it solved the problem.

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Have the user test out applications that they usually use for work to verify that it solved the problem.

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By John Dinh, Rogelio Castillo, Yolotzin Ortiz, Marcus Guzman