Wi-Fi Outage: Troubleshooting Guide

Wi-Fi Outage: Troubleshooting Guide

Overview

If the Wi-Fi goes down at Belleville Market, it can affect register operations, music, vendor POS systems, and team communication. This guide walks you through the steps to troubleshoot and escalate when necessary.

Step 1: Confirm the Issue

  1. Check your device (POS iPad, store tablet, or phone) to see if it’s connected to the Belleville Wi-Fi.
  2. Try refreshing a webpage or reloading the Shopify POS app.
  3. Ask another team member if they’re having the same issue.
  4. Confirm whether all devices are offline or just one.

Step 2: Check the Equipment

  1. Go to the Wi-Fi routers located at the Gallery Cashwrap.
  2. Confirm the modem and router are plugged in and powered on.=
    1. Lights should be solid or blinking (not red or off).
  3. If lights are off, check the power strip and ensure the cabinet has power.

Step 3: Restart the Router

Only if Wi-Fi is still down after Step 2:
  1. Unplug the routers 
    1. Black Box
    2. White Box
  2. Wait 30 seconds.
  3. Plug routers back in.
  4. Wait up to 5 minutes for it to fully reboot.
  5. Reconnect devices and check if Wi-Fi is restored.
🟡 NOTE: It may take several minutes to get back up and running after a successful reboot. During this time, please communicate with any waiting customers at checkout and remain calm and reassuring.

Step 4: Switch to Backup Connection (if available)

  1. If the main Wi-Fi is still down, connect the main POS (register 1) to the Belleville Backup Wi-Fi Hotspot.
    1. Hotspot Network Name:
    2. Password:

Step 5: Notify the Team

  1. Send a message in the Guest Services Group Chat with:
    1. Time outage started
    2. Areas affected (e.g., register, music, vendor tablets)
    3. Any steps you’ve already taken

Step 6: Escalate

If the Wi-Fi does not come back after restarting the router:
  1. Contact the assigned Admin-On-Call immediately.
  2. Admin will contact our internet provider or IT support.

What Still Works During an Outage

  1. Shopify POS may still allow offline transactions (card readers may work depending on device).
  2. Cash sales can still be processed.
  3. Vendors may be able to hotspot from their phones if needed.
  4. Keep assisting customers—just with a little extra grace and teamwork.

Talking to Customers While Wi-Fi is Down

If customers are waiting at checkout while the system reboots or reconnects:

✅ Try saying:
    1. “Our Wi-Fi just went down, and we’re restarting things now—it should only take a few minutes.”
    2. “We’re temporarily offline, but we can absolutely still ring you up with cash while things reset.”
    3. “Thanks so much for your patience! We’re working on getting the system back up as quickly as we can.”
    4. “This usually just takes a few minutes. We’ll let you know as soon as we’re good to go.”
Stay warm, calm, and kind. Our tone matters more than ever when tech fails.

After Wi-Fi Is Restored

  1. Confirm devices reconnect.
  2. Double-check Shopify POS is fully synced.
  3. Note the downtime in the Guest Services Log for tracking.

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