I look for work in IT Support. One of interview questions is: what would you first say if user call You and tell my Internet is not working?
I think about it a lot and still don't know what is correct answerer nor what answer my future employer expects.
My choice would be something like: What part of Internet? (but more polite). For example I could ask for opening web page that works on my PC.
Please give only serious answers. If You want
BOFH or "The website is down" style answers I can create separate question for that.