> For the complete documentation index, see [llms.txt](https://docs.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.verifone.com/support-us/general-pinpad-support/general-pinpad-help/internet-and-network-issues.md).

# Internet and Network Issues

Common internet and network concerns for Verifone devices.

{% hint style="info" %}
**Use this when** a device — or all your devices — can't connect, or has gone offline.
{% endhint %}

## Symptoms

* One or more devices show no network connection
* Devices go offline, either individually or all at once

**Most likely cause:** an ISP change, a faulty modem/router, an internet outage, or a loose cable connection.

## Pick the correct path

1. Recently switched internet providers
2. All devices offline at the same time
3. Some devices offline, others still online

<details>

<summary>1) Recently switched internet providers</summary>

If you've recently switched ISPs, your network communication might be blocked.

{% stepper %}
{% step %}

### Contact your ISP

Ask your internet service provider to whitelist the necessary IP ports. This may require collaborating with Verifone or your Merchant Services Provider.

✅ **Issue fixed — stop here.** ❌ **Still not working — continue to escalation below.**
{% endstep %}
{% endstepper %}

</details>

<details>

<summary>2) All devices offline at the same time</summary>

{% stepper %}
{% step %}

### Check for an outage

Check whether your modem or router is faulty, or whether there's an internet outage. Confirm your network is visible; if it isn't, contact your ISP.

✅ **Issue fixed — stop here.** ❌ **Still not working — continue to escalation below.**
{% endstep %}
{% endstepper %}

</details>

<details>

<summary>3) Some devices offline, others still online</summary>

{% stepper %}
{% step %}

### Check the router connection

Verify which router the affected devices are connected to, and confirm all cables are securely plugged in.
{% endstep %}

{% step %}

### Check the router's lights

Look for flashing green lights on the router. Solid yellow or red lights may mean the router needs a reset.
{% endstep %}

{% step %}

### Inspect the cabling

Check the cable connections from the router to the devices, including any Ethernet adapters.
{% endstep %}

{% step %}

### Isolate the device

If your site setup permits, test the non-working device at a known-working station to determine whether the cause is the cabling or the device itself.

✅ **Issue fixed — stop here.** ❌ **Still not working — continue to escalation below.**
{% endstep %}
{% endstepper %}

</details>

## Still not working? Contact the Helpdesk

{% hint style="info" %}
If none of the above resolves it, contact your Internet Service Provider for connectivity issues, or your Level 1 Helpdesk / Verifone Helpdesk if network configuration changes are needed.
{% endhint %}

<details>

<summary>Keywords</summary>

Also called: devices offline, no internet, network down, ISP issue. Search terms: internet issues, network issues, offline devices.

</details>


---

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