Confirm which layer is affected
Compare browser against app, Wi-Fi against mobile data, and one device against another to narrow the cause before anything is assumed.
“Is this Microsoft 365, or is it the Wi-Fi?”
Before you blame the network, check what actually stopped.
Connectivity problems and Microsoft 365 problems can look identical to the person stuck in the middle. A short comparison test usually reveals which one it actually is—and who should own the fix.
A five-minute check
What you see usually points at the layer.
None of these tests require technical skill—only a second device or connection to compare against.
| What you see | What it usually means | Good next step |
|---|---|---|
| Everything online is slow or won’t load | Network or internet-service layer | Try another device on the same network before contacting the desk. |
| Other websites work fine, only Outlook or Teams misbehaves | Likely the Microsoft 365 side | Describe the exact app, device, and error you see. |
| Works on Wi-Fi, fails on mobile data (or the reverse) | Network-specific | Name both connections and when each was tried. |
| Works in a browser, fails in the desktop app | App or account profile side | Compare browser access against the installed app directly. |
Where the lane changes
Confirming the cause differs from fixing the network.
Describe a known service condition
If a Microsoft 365 service issue is suspected, the desk can help describe it clearly for the tenant administrator to check.
Configure routers and access points
Office Wi-Fi hardware, channel and coverage design, and cabling belong to whoever owns your network infrastructure.
Resolve an outage or VPN fault
Internet-service outages and VPN infrastructure faults need the provider or network owner, with the comparison evidence you already gathered.
Common questions
Where connectivity work actually sits.
Can the desk fix our office Wi-Fi?
Configuring routers, access points, or office cabling is network infrastructure, not Microsoft 365 user support. The desk can help you gather the comparison evidence that shows whether the network is actually the cause.
What about home Wi-Fi for remote staff?
The same principle applies: the desk can help confirm whether a symptom is Microsoft 365 or the network, but does not configure a home router or contact an internet provider on your behalf.
Does M365 Desk manage our VPN?
No. VPN client behavior that blocks Microsoft 365 sign-in can be described to the desk, but designing or maintaining VPN infrastructure sits with your network owner.
Planning ahead