What should you do if your website goes down?

Website downtime happens frequently, and for a large number of reasons. Here’s what you should do if your website goes down.

1. Test Internet Connection

First thing you should do is go to Google and do a search for something completely random that you have never searched for before. Try ‘orange scissors‘.

If you are not able to search Google the problem is not your web host, it’s your internet service provider (ISP). You need to call them for further information.

The reasoning behind this is that Google never goes down, so if you can successfully search, you can be reasonably certain your internet connection isn’t the issue. Therefore, so to step 2.

2. Contact Hosting Provider

Check the contact page of your web host’s website and see if they have a phone number you can call. If there is an answering machine, be sure to leave a message that indicates the nature of the problem. Something like this should do the trick:

This is Nicky Jurd calling from cityofcairns.com. I am currently unable to access my website, www.cityofcairns.com. Could someone please urgently look into this issue and return my call on 07 4041 6853. That number again is 07 4041 6853.

Important features of this message are:

  • Your name
  • Your business name
  • Your website address (or URL)
  • Your phone number - say it slowly
  • Repeat your phone number

Repeating your phone number is particularly important if you are on a mobile phone connection, as service dropouts can hinder the clarity of a message.

If your host does not offer phone support, they will usually have a support form on their website in which you can indicate you have an urgent problem.

Be aware that from a hosting provider’s perspective, your website being down is the hosting provider’s most important issue and they will treat it as extremely urgent.

Long Downtime

If your website is down for 24h or more and you have not been able to reach anyone at your web hosting provider, you should immediately consider swapping hosts to a reputable web hosting firm who offer strong phone support.

If you’re stuck for a web host with strong support, try local Cairns firm Get Web Services.