Business broadband: reporting a service-impacting fault - KB-BIZ-011

Summary

Use this article if your business broadband service is unavailable, unstable, or causing significant operational impact.

Business faults may be handled differently from residential issues, especially where Priority Connect, static IP services, or enhanced support options apply.

Examples of service-impacting faults

A service-impacting fault may include:

• No broadband connectivity.
• Repeated connection drops.
• Very slow wired speeds.
• Static IP not reachable.
• Digital Voice business line affected.
• Payment terminal or cloud system connectivity failure.
• VPN or remote-access service unavailable.
• Several staff unable to work.

Step 1: Check service status

1. Open the Nexora Business service-status page.
2. Enter the business postcode.
3. Check for known issues or planned maintenance.
4. Record any incident reference shown.

If there is an active outage, monitor the service-status page for updates.

Step 2: Confirm the scope of impact

Identify whether the fault affects:

• One device
• One office area
• All wired devices
• Wi-Fi only
• VPN users
• Payment or till systems
• Voice services
• Multiple business sites

This helps determine priority and routing.

Step 3: Run basic technical checks

If safe and appropriate:

• Restart the business router.
• Check ONT or modem lights.
• Test a wired connection.
• Confirm whether internal switches or firewalls are powered.
• Check whether any recent network changes were made.
• Confirm whether static IP services are affected.

Step 4: Prepare information for support

Before raising a ticket, gather:

• Business account number
• Site postcode
• Primary contact name
• Contact phone number
• Service affected
• Fault start time
• Business impact
• Router and ONT light status
• Static IP details, if relevant
• Any incident reference from the status page

Priority examples