Basic troubleshooting questions:-

1.

Please provide the below information to resolve this issue.

1.      Ping and tracert from source to destination. 

2.      No of Users operating to this server?

3.      Are there any users who are not affected?

4.      How is the user trying to access the Server, e.g. LAN or WIFI?

5.      Is this related to recent change?

6.      Please confirm if proxy is being used for this?

2.

Please escalating this issue with local supplier to speed up the investigation and solve the problem.
Please understand the urgency of this case and impact on your business.

3.

We have the following proactive ticket for this issue: 123 .
In order to eliminate the more obvious reasons for a fault can you please verify power, equipment and cabling on the site, and let us know the result.
•        Please confirm that the router and modem has power.
•        Please provide LED status of the equipment (name, color, blinking or flashing).
•        Please restart the modem, if there is no modem on site please restart the router.
•        Please provide LED status after the restart.
•        Please provide the cabling looks fine on the router and the modem.

As this line is Customer Provided Access please report it to your local provider for further investigation.
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Thank you for the closure confirmation, it was my pleasure in assisting you with this service request and I look forward to working with you again in the future.

Please do not hesitate to contact us if you have any further questions with regards to the appliance. Please do not hesitate to contact us if you have any further queries or issues.