Incidents were escalated to and tracked with the WAN provider; providers (NetCologne and site ISP) confirmed and cleared the faults and restored the fiber uplinks. In one case the infrastructure team performed an on-site remediation after the router was unreachable and the site returned online following the visit. No local configuration changes were required when the provider completed the incident.

Troubleshooting identified the temporary mobile/5G uplink (fallback link) as the source of packet loss and instability. Short-term observations showed intermittent restoration periods, but the long-term resolution was the planned cutover to a permanent fiber (Telekom) connection; IT operations escalated provisioning and monitored until the permanent link activation was scheduled or completed.

The site uplink was upgraded to a 1 Gbit Telekom connection and network device configurations were optimized and updated. After applying the new configuration and switching the site to the Telekom 1 Gbit uplink, performance improved and the ticket was closed following verification.

Troubleshooting correlated the symptoms with an O2 outage; use of a phone hotspot restored full access, indicating the issue was with the home ISP path rather than a device-only fault. The user tested the device on alternate networks and was advised to apply system updates and further device-level remediation if problems persisted. No evidence of a persistent device-specific network configuration error was found during the investigation.

Support determined that responsibility for the site's Internet had been handed over to the external organisation (Alanus). The user was informed that the external party was now responsible for maintenance notifications and remediation; the internal team did not perform network remediation and closed the ticket after communicating the ownership transfer.