Hi: I'm trying to establish a policy for troubleshooting the network
when it goes down here in our office. Something that I'm always asked
when I call our local ISP is can I ping the ISP? Sometimes I can, and
sometimes I can't. My question is: What does that mean? What steps
should be taken if you can (or can't) ping your ISP when the internet
appears to be down within the office?

Thanks for helping a newbie!!