How to Document Internet Outages for ISP Credits

When business internet goes down, you can often request credits from your ISP. The challenge is proving the outage and showing its duration. This guide explains how to document internet outages with clear evidence so you can improve your chances of receiving credits and faster support.

With a simple process, you can build a reliable record that protects your business and keeps your provider accountable.

Record the start and end time

The most important detail is the exact window of the outage. Write down when the issue began and when service returned. If possible, use a shared log so your team captures consistent timestamps.

Capture error messages and screenshots

Take screenshots of error pages, speed test failures, or router status screens. These visuals help show that the problem was real and not a local device issue.

Run simple connectivity tests

Use a speed test, ping, or traceroute tool to show the connection was unavailable or unstable. Document the results and repeat the test a few times during the outage.

Note support ticket numbers

Every time you contact your ISP, record the ticket number and the name of the support agent. This creates an official trail that can be referenced when requesting credits.

Keep copies of chat transcripts or confirmation emails. These records show you reported the issue promptly and help resolve disputes about the outage window.

Document business impact

Include a simple summary of what the outage affected: payment processing, phone lines, or customer service. This can strengthen your request for credits and highlight the importance of a quick resolution.

Keep everything in a shared folder or spreadsheet so future outages are easy to compare. Consistent records show patterns and make escalation easier.

Submit a clear credit request

Once service is restored, send a concise summary to your ISP that includes the outage window, evidence, and ticket numbers. Many providers will apply credits when the documentation is clear and complete.

Use monitoring to automate evidence

Manual documentation is effective, but automated monitoring makes it easier. Logs and alerts can provide exact timestamps and a record of connectivity status without extra work.

Hook: Strong documentation turns outages into clear evidence instead of disputes.