Work Wi-Fi or internet is not working: one device or the whole site?

Use this guide when: a People Incorporated work device cannot connect, internet access is intermittent, or Wi-Fi and phones are both down.

1. Identify who and what is affected

1. Try opening one ordinary website. If websites work but one work application fails, record the application and its exact error.
2. Ask a nearby employee whether their approved work device has the same problem.
3. Check whether desk phones, printers, or other devices are also offline.
4. Record your site and the specific room/area. Tell IT whether the connection works somewhere else in the building.

2. If only your work device is affected

• Check that Wi-Fi is on and Airplane mode is off, if those controls are available.
• Use the work network already assigned to your device. If a wired connection is normally used, check its visible cable is seated as before.
• Save your work and restart the device once. Test a website again.
• If the device asks for credentials or network setup you do not have, contact IT. Do not guess passwords or copy settings from another employee’s account.

3. If multiple devices or site phones are affected

Submit one report identifying the site-wide symptoms and an on-site contact. Tell colleagues the issue has been reported so IT can coordinate it. Do not unplug shared routers, switches, access points, or telephone equipment.

4. If the problem happens only in a particular area

Move to a location where the device normally works, if doing so is practical and safe. Report both locations. A previous parking-area issue needed additional wireless coverage; a password reset would not address that kind of problem. Report any effect on a required work activity to your supervisor as well.

Personal laptop?

People Incorporated IT has previously advised that personal laptops are not permitted on the work Wi-Fi. If you need an exception or an approved work device, ask IT and your manager rather than trying a different employee’s credentials.

Check the result

Test the website or task in the affected area, not just beside the access point. If the problem returns, note the time and whether other devices were affected.

Still need help?

Submit an IT support ticket and include site/room, device name, time started, whether others and phones are affected, the exact error, and where the connection does or does not work. If a previous ticket is resolved or closed, start a new ticket and mention its number.