What are the best questions to ask your ISP when troubleshooting connectivity?

1 Check your equipment

Before you call your ISP, you should check your own equipment and see if there is anything wrong with it. For example, you should make sure that your modem, router, cables, and devices are plugged in, powered on, and working properly. You should also try to restart your modem and router, as this can often solve many connectivity problems. If you have a wireless connection, you should also check your Wi-Fi settings and signal strength, and see if there are any interferences or obstructions. If you have a wired connection, you should check your Ethernet port and cable, and see if they are damaged or loose.

3 Ask about the network status

One of the most common causes of connectivity problems is a network outage or disruption in your area. This can happen due to various reasons, such as weather, maintenance, accidents, or malicious attacks. You should ask your ISP if there is any ongoing or planned network issue that affects your service, and if so, what is the cause, scope, and estimated resolution time of it. You should also ask if there is any compensation or refund for the downtime or inconvenience caused by the network problem.

4 Ask about the technical support

Sometimes, the connectivity problem may be more complex or persistent, and you may need more assistance from your ISP. You should ask your ISP what kind of technical support they offer and how to access it. For example, you should know if they have a phone, email, chat, or online portal for customer service, and what are their hours of operation and response time. You should also ask if they have any troubleshooting guides, FAQs, or tips on their website or app that you can use to solve common problems. Moreover, you should ask if they can remotely diagnose or fix your problem, or if they can send a technician to your location, and what are the costs and conditions of these services.

5 Ask about the security and privacy

Another important question to ask your ISP is how they protect your security and privacy online. For example, you should know if they use encryption, firewall, or antivirus software to prevent hackers, viruses, or malware from accessing your data or devices. You should also know if they monitor, collect, or share your online activity, browsing history, or personal information with third parties, and if so, for what purposes and with whom. You should also ask if they have any policies or procedures for dealing with data breaches, identity theft, or cyberattacks, and what are your rights and responsibilities as a customer.

6 Ask for feedback and improvement

The last question to ask your ISP is how you can provide feedback and suggest improvement for their service. For example, you should know if they have any surveys, ratings, reviews, or testimonials that you can fill out or read to share your opinions or experiences with them. You should also know if they have any rewards, incentives, or discounts for loyal, satisfied, or referring customers. You should also ask if they have any plans or goals to upgrade, expand, or enhance their service, and if so, what are the benefits and impacts of them for you.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?