Techniques for establishing communication channels between user devices experiencing network connectivity issues and remote communication systems are described herein. The techniques include the use of a secondary device to act as a proxy, or a “middle man,” to facilitate the communications with the user device. A user device may detect lack of network connectivity, and begin broadcasting advertisement messages that indicate the lack of connectivity. A secondary device may detect the advertisement message, and send a discovery message to a connectivity system indicating that it detected the advertisement message. The connectivity system can provide this information to a remote communication system, and the remote communication system can establish a connection with the secondary device and instruct the secondary device to establish a connection with the user device. The remote communication system then has a communication channel with the user device, using the secondary device, to troubleshoot the user device.