Identify what actually failed
Check broadband, router power, Wi-Fi, mobile voice/data and business VoIP separately. Record the start time and provider status if available.
BUSINESS PLAYBOOK 02 // COMMS DOWN
COMMS ARE DOWN.
STAY REACHABLE.
Separate internet failure from voice failure, move to an independent route, and make one clear channel the source of truth for staff and customers.
ACTION ORDER // REDUCE CONFUSION
CONTROL THE FIRST HOUR.
The exact technical response varies by business and incident. This sequence keeps the first decisions focused on people, the critical service and a deliberate fallback.
Switch to the fallback
Use the pre-agreed alternate connection, mobile device, secondary provider or offline process. Give staff one contact route rather than creating competing messages.
Operate without the normal channel
Use cached/offline contacts and records. Publish a short customer update through any working channel and record work that must be reconciled later.
DECISION POINTS // WRITE THEM DOWN
DON'T WAIT FOR THE CRISIS.
Pre-agreed thresholds reduce hesitation and stop a degraded situation from drifting without ownership.
VOICECan staff make and receive essential calls?
Use an independent mobile or alternate voice route where available.
INTERNETIs a second connection genuinely independent?
Avoid assuming two services on the same underlying network are resilient.
CUSTOMERSWhere is the official service update?
Choose one controlled channel and state when the next update is due.
OFFLINEWhat can continue without cloud access?
Use the documented manual process and keep a reconciliation log.
ESCALATIONWhen does outage duration force a different operating model?
Set a time threshold for relocation, reduced service or closure.
OFFICIAL ROUTES
CHECK THE SOURCE.
Use live provider, emergency-service and regulatory information during a real incident. GPN is the planning layer, not the authority controlling the incident.