Scenario (based on real events)
a small business has a "BigCorp" Internet service. One day the Internet goes down after a power outage, and they call BigCorp for help. BigCorp support over the phone checks and verifies connection and it seems to be working on "their end" (whatever that means) but the business still cannot connect to the Internet via end-point computers that are connected directly via Ethernet cables to the router.
So BigCorp rep on the phone asks to disconnect and replug various devices, and even do a "hard reset" on some of them. The Internet still doesn't work and so they claim that the issue is on the "business end" since to them, BigCorp end seems fine.
I was called in to try to troubleshoot before calling BigCorp again for a tech. I am not a network guy but a computer-literate person. Looking at end-point computers, Windows 7's Diagnostic tool said you can't connect to the internet and offered to troubleshoot. It suggested DNS server is unreachable. So I got public IP addresses of several known sites via my phone (i.e. workplace, cnn, my own site), and tried to ping them via CMD. Each came back as "Destination Unreachable". I rebooted computers, did
ipconfig/renew, didn't help.
I went to BigCorp cable modem boxes, and there were 5 various devices, which looked like a switch, a router, a cable box, a phone box possibly, and something else. All interconnected in ever-which way and in complexity looking like it was for a business with 100 employees rather than just 6. There were literally over 30 Ethernet cables going from one box to another. All boxes were ON with either steady (or rarely-blinking) lights marked with various labels such as "On", "Link", "Internet". All looked like they were working and connected. But, there was still no Internet. I could only ping 192.168.1.1.
My next step would be to call BigCorp and have the tech come out, because I don't see what else I could do to troubleshoot before calling them. Possibly some BigCorp config unknown to me that got corrupted? BigCorp insisted the issue is on "my end", but my I have no clue what it could be.
Aside from calling BigCorp tech to come out, are there any other specific steps I could do, aside from ones already tried?
To recap, things already tried:
- powering all boxes on & off
- doing hard reset per BigCorp direction
- observing "On", "Internet", "Link" buttons to be in their on state
- pinging public-facing IP addresses and seeing Destination Unreachable
- running Windows 7 diagnostic tool,
- rebooting computers
192.168.1.1OK but not any public-facing WWW IP address to bypass DNS