Resolve Internet Outage with Working Local Network

draft · network isp

Generated by docuprocessor (prompt article/v3) · 2026-04-22 08:28

Source thread

thread_id: spaces/AAAA05BdS6s/threads/Ylz3xM5J6tY · 7 msgs · first 2024-07-03 · participants: Tech ATech B

Tech A 2024-07-03 14:10

Guys, is anyone familiar with A Center For Dental Excellence - BK office? They don't have internet and that IT closet is a mess x(

image/png image.png

The image shows a narrow utility/equipment closet containing various items including what appears to be network or AV equipment on a shelf, loose cabling along the wall, and miscellaneous stored items on the floor. A sign or banner leaning against the right wall displays a partial phone number: **718.292.8289**. The image resolution and lighting are insufficient to resolve model numbers, serial numbers, indicator light states, or specific equipment identifiers on any of the devices visible.

Tech B 2024-07-03 14:11

what troubleshooting steps have you done?

Tech B 2024-07-03 14:11

is the internal network working? Dentrix?

Tech A 2024-07-03 14:19

We restarted the wg, the 24port switch also . Dentrix is working so there's an issue with the ISP I assume. I asked her if there are more devices around the office, a modem or something, but she told me that all the devices are there on that room

Tech B 2024-07-03 14:21

(no text)

image/png NEtwork Troubleshooting.png

The image is a network troubleshooting flowchart (not equipment photography) beginning with "Network is down" and branching based on whether one PC or multiple PCs are affected. Decision nodes reference specific diagnostic indicators including LMI connectivity, IP address ranges (192.168.x.x for valid DHCP, 169.254.x.x for APIPA), ping results, and dental software functionality. Terminal actions listed include reseating/replacing cables, restarting modem/ONT box, rebooting router, and escalation paths to ISP contact or onsite visit.

Tech A 2024-07-03 16:51

We already restarted the modem, the wg,the switch, albert checked that the wg license is not expired, I spoke with Optimum and they said that everything is fine on their end. I asked her if there are more devices there,but there's nothing else. What should we do ? They have local network, but no internet.

Tech B 2024-07-03 16:56

Optimum should be able to see the router connected to their modem. Did they confirm that?

---
title: "Resolve Internet Outage with Working Local Network"
category: network
tags: ["isp"]
source_thread_id: "spaces/AAAA05BdS6s/threads/Ylz3xM5J6tY"
source_space: "spaces/AAAA05BdS6s"
generated_at: "2026-04-22T08:28:48"
participants: ["Tech A", "Tech B"]
---

# Resolve Internet Outage with Working Local Network

## Problem
A dental office experienced complete internet outage while maintaining functional local network connectivity. Dentrix and internal network operations remained operational, indicating the issue was isolated to external internet access. The office equipment closet contained a WatchGuard router, 24-port switch, and modem, with all devices appearing to be present according to office staff.

## Resolution
1. Restart the modem, WatchGuard router, and 24-port switch in sequence
2. Verify WatchGuard license has not expired
3. Contact the ISP (Optimum) to verify service status on their end
4. Have the ISP confirm they can see the router connected to their modem - this is a critical diagnostic step that verifies the physical connection between customer equipment and ISP infrastructure
5. If ISP cannot see the router connection, check physical cable connections between modem and router
6. If all previous steps fail and ISP confirms service is active, schedule onsite visit to inspect equipment closet and verify proper device configuration

The conversation ended without a final resolution, suggesting the issue may require further investigation of the ISP-to-router connection.

## References
- Source discussion: `spaces/AAAA05BdS6s/threads/Ylz3xM5J6tY`
- Attachments:
  - ![NEtwork Troubleshooting.png](../attachments/Ylz3xM5J6tY.NIDMNFWq1PY/NEtwork Troubleshooting.png) — The image is a network troubleshooting flowchart (not equipment photography) beginning with "Network is down" and branching based on whether one PC or multiple PCs are affected. Decision nodes reference specific diagnostic indicators including LMI connectivity, IP address ranges (192.168.x.x for valid DHCP, 169.254.x.x for APIPA), ping results, and dental software functionality. Terminal actions listed include reseating/replacing cables, restarting modem/ONT box, rebooting router, and escalation paths to ISP contact or onsite visit.
  - ![image.png](../attachments/Ylz3xM5J6tY.Ylz3xM5J6tY/image.png) — The image shows a narrow utility/equipment closet containing various items including what appears to be network or AV equipment on a shelf, loose cabling along the wall, and miscellaneous stored items on the floor. A sign or banner leaning against the right wall displays a partial phone number: **718.292.8289**. The image resolution and lighting are insufficient to resolve model numbers, serial numbers, indicator light states, or specific equipment identifiers on any of the devices visible.

Generated article

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