Record the symptom before changing equipment
Note whether the issue is slow speed, a dropped connection, a room with no signal, or one application failing. Record the time and whether all devices or only one device are affected.
If the problem started after a change, include that change: new equipment, a moved desk, a software update or extra devices. Useful observations reduce guesswork without requiring you to diagnose the network yourself.
Compare wired and wireless behaviour
When practical, compare the same task on an existing wired connection and on Wi-Fi. If both fail, the problem may be elsewhere in the path. If only wireless fails in certain areas, coverage, interference or wireless settings deserve attention.
A single speed test is only a snapshot. Note the device, location, connection type and time so results can be interpreted in context.
Describe the premises and connected devices
Share a simple floor plan or description, including floors, separated rooms and where the existing router or access points sit. Building materials and placement affect coverage.
List the devices that rely on the network: computers, phones, guest devices, printers, cameras and other business equipment. A busy meeting room can have different capacity needs from a lightly used office corner.
Explain who should have access
Identify staff, visitors and devices that should be separated. Guest Wi-Fi and network segmentation require suitable equipment and deliberate access rules.
Avoid sending passwords or administrative credentials in an initial enquiry. Agree a suitable access process with the person providing support before sharing private configuration information.
Prepare a useful network support enquiry
Include the following observations. You do not need every answer to contact us; sending what you know is enough to begin the review.
- Premises location and a simple layout
- Affected rooms, times and devices
- Whether a wired connection has the same problem
- Router, switch and access-point models if known
- Internet provider and current plan if relevant
- Recent changes and any error messages
- Staff and guest access requirements
Confirm installation dependencies
Agree equipment, site access, changes and any downtime before work starts. Building cabling and work needing a suitably registered cabler should be identified separately.
After changes, check the areas and tasks that originally failed. Confirm how configuration records, recovery information and future maintenance will be handed over.