📋Service Interruption Protocol – For Property Managers

When experiencing internet or phone service issues, please follow these steps to help resolve the problem quickly:


1. Determine the Scope of the Issue

  • Are phones, internet, or both down?
  • Is the issue affecting all workstations or just some?

2. Check for Regional Outages

  • Visit DownDetector.com or call the provider directly.
  • Ask if there is a local outage and request the estimated time of resolution.

3. Check for Billing Issues

If no outage is reported:

  • Ask the provider if the account is on hold due to billing issues.
  • If so, submit an URGENT ticket to the Accounts Payable Helpdesk via OneLogin.

Include in the ticket:

  • Subject:URGENT – Internet/Phone Billing Service Interruption
  • Provider details, including the reason for suspension or outstanding amount
  • A copy of the invoice, if available

🛠Note: The IT department can provide login credentials to the necessary portals, but please do not make any changes within them.

🔒Please DO NOT:
  • Change online portal credentials
  • Revert the billing addresses to the site address or make account preferences changes
  • Enable or disable options such as paperless billing

If changes to any of these settings are necessary, please contact me directly through the IT helpdesk before taking any action. Even small adjustments can result in significant service impacts.

For newer properties, if the billing address is not reflecting the corporate address as of yet, please submit an AP helpdesk ticket with a copy of the invoices for AP to process the telecom bills. 

⚠️Please Note: The Accounts Payable (AP) process is expected to change once the Banyan project is fully implemented. Updated procedures will be provided at that time. Until then, please follow the current process outlined above.


4. Request Proof of Payment

  • If payment was already made, ask AP to provide a proof of payment (e.g., check number and date issued).
  • Most providers will restore service upon receiving this confirmation.

5. Perform Basic Troubleshooting

  • Router Reboot: Power cycle the router (turn off, wait 30 seconds, turn back on).
  • Check Connections: Make sure all cables and ports are securely connected.
  • DND Setting: Do not enable “Do Not Disturb” on office phones, as it blocks incoming calls to the property’s main line.

✅Final Notes

We appreciate your attention to these procedures and your ongoing support in keeping operations smooth across all properties. Please save or share this guide for future reference.

If you have any questions or need additional assistance, feel free to reach out through our IT helpdesk.