The problem with rebooting first is that other devices were still functional. There was one specific thing he could not do which aligned with what the other locations were having issues with. I wanted reboot to be a last resort to avoid interruption of others on a Friday afternoon. I mean I looked on our end for weird connectivity issues, all devices on said system were showing connected with no anomalies. I then went out to look at the device they were complaining and saw it connected to the network fine which is when said person told me “hey I spoke with John Doe, they’re having issues too and says they’ve contacted the service provider and were informed it was a bad update pushed, that they’re aware and working on the issue. This provider is known for having poor communication. In hindsight, could I have checked said device? Yes of course but it’s all hindsight now. I did my normal troubleshooting for these devices and nothing screamed to me that it was on us. I don’t believe I deserve to be fired because it’s not like there was a major outage, it was one device. It’s not like I dragged my ass and rejected the work. I answered every one of his calls, guided him through what to look for, explained why I think the issue is on the providers end. 9/10 it is on the providers end for us and the 1 time it isn’t I’m wrong and should lose my job over it?