re-appoint KSU, Clear request sent or service updates. Before reporting a fault to BT Wholesale, you need to carry out your CP and end user checks and run a full Knowledge-Based Diagnostic (KBD) test. - edited Read our phone and broadband help guide Can I get full fibre broadband? Run tests to find fault and solution in 10-30 mins, Get engineer visit arranged for major faults. What checks do I need to do before I raise a fault? There are a number of tools available to diagnose problems with your broadband service. > - / , 2 1 w bjbj(( uF Jh1gJh1g c t t t t t $ P \ D! The MFL code provided on a Copper Line Test will identify if a PSTN related engineering task is required. All of the connectors will be plugged into the bottom of the box and there are lights at the top to show that the power is on and it's working. This can be due to many different factors, from faulty electrical devices in the end user's premises to faulty equipment in neighbouring properties. Please note that SFI appointments may be chargeable. There are nearly 5600 telephone exchanges in the UK. &i44 2P_ +7sW+TQ?lF7iz*bn74*UyaE.E^YcdDqru%P\>/a_;\S6nJ-&BU . Check Current Status BT (British Telecom) offers broadband internet, home phone and television service. Start with CP and end user checks to ensure there are no physical faults with the equipment or problems with the way the service is set up. Refer to the KBD Best Practice for more guidance Planned network change notifications are raised to inform you of planned engineering works. My brodband is down & I've been informed by a support SCS that it's an Openreach problem that 'might' be fixed by midnight tomorrow. Show. If you have done this and the service is still not working, you can diagnose the fault using Knowledge Based Diagnostics (KBD). We would like to show you a description here but the site won't allow us. A CP user can stabilise a circuit using the DLM Setting tool available from the My Apps section ofMy BT Wholesale. Use our troubleshooter if youre experiencing slow speed after this time. -For WBC-EUA (21CN),you can report a fault against the BBEU or DN (Telephone Number). If you have one of these trythese checks. They will usually attend a location on the referral of a previous engineer visit, if it is considered likely that electrical interference is causing a problem. Yesterday I lost internet and phone connection and after talking to my provider it was discovered a fault at my bt Exchange. You can book an SFI appointment if all results return a 'No Fault Found - Pass' outcome. How do I know if a fault has been cleared? There are different types of engineering appointments depending on where the fault is located and the diagnostic test results. Some MFL codes require an engineer visit to the location. Rang to make another appointment and told engineer couldn't get to me on time. These include cookies that allow the sharing of anonymous data with selected third-party partners. Exchange footprint consultation documents, Fibre Incorrect Routing on GEA-FTTC orders - CP guide to delay scenarios, EMP R3100 Order and Fault Tracker baselines, Available on all existing contracts for LLU, WLR3 or Wholesale Line Rental, The list of orders and faults are refreshed regularly, Tag records of orders and faults for archive to retain them for up to a year The archive option helps you interrogate historical data and therefore justify any charges you may pass on to your customer. IDNet SS. We use cookies to do things like offer live chat support and show you content we think you'll be interested in. Here are some things you can try. In some cases you may need to speak with the end user to make an appointment. According to Openreach We've also advised our engineers to avoid entering customer premises. Create one. Saturday and Sunday 8am - 8pm. To learn more about KBD and other diagnostic tools, take a look at theKBD page in Help & Support. about your enquiry. Explore how to make sure your router is connected correctly to give you the best WiFi signal. Click herefor guidance and useful information for the Openreach Order and Fault Trackers, as well as the Terms and Conditions associated with their use. I haven't found a way to get any information from the detailed service status page that PN offers (see screenshiot) because I can't find a search term that ever returns anything at all. 16-12-2020 My brodband is down & I've been informed by a support SCS that it's an Openreach problem that 'might' be fixed by midnight tomorrow. Call us for sales enquiries about It might be a coincidence but I saw an openreach engineer out this morning looking at the telegraph pole opposite and talking to the neighbour. REIN stands for Repetitive Electrical Impulse Noise. Username: Please enter a valid username. %PDF-1.3 CE- Customer Equipment. IDNet Network Status. Please enter a 10 or 11 digit landline number without spaces, including no added space at front. Why can't you contact Openreach directly? Since a new BT cabinet was installed next to 'my' cabinet, Ive had nothing but dropped connections ranging from a day to 50 odd days. If you experience this, please wait 15 minutes and then restart your hub. If this doesn't reveal the cause of the issue, you'll need to run a Knowledge Based Diagnostics (KBD) test. The frequency of updates varies by product and will continue to improve in subsequent releases. Openreach Generic RAMS Generic Risk Assessment or Method Statements (RAMS) for leased line delivery are available for. My fault has been cleared but theres still a fault, what should I do? To learn more about the KBD and other diagnostic tools, take a look at our online guide. During a KBD test, checks that may be carried out include a Copper Line test and/or SFBB Access tests. A 'Welcome Back' is a notification that your fault has been cleared and that your service is back up and running. If you don't accept or reject a Welcome Back notification, the fault will automatically close within five to ten working days. An engineer will investigate the issue on the frame. Use our troubleshooter if you're experiencing slow speed after this time. We use online advertising to help consumers get the best from their phone and broadband services. We build and maintain the UK's largest broadband network. If this doesn't reveal the cause of the issue, you'll need to run a Knowledge-Based Diagnostics (KBD) test. It wont work anywhere else. What diagnostic/faults tools are available? An MSO is an incident in the BT network that may impact the broadband service. Depending on the nature of the fault, you will either be provided with an opportunity to book an SFI engineering appointment, or the fault will be re-submitted to BT Wholesale for further investigation. Contacting them is the fastest way to fix a whole range of problems. To check your mobile signal status, use theEE coverage and network checker. Please ensure you've carried out CP and end user checks and a full KBD test has been ran before contacting BT Wholesale. Repetitive Electrical Impulse Noise (REIN):A REIN engineer is a specialist engineer who investigates issues caused by electrical interference. Youll need to book an appointment for the engineer to go the the end 's premises and test. How do I view the progress of an engineering appointment? To learn more, please take a look at ourREIN guidance documentation. lol both the Zen portal and the usertools one mentioned in another reply show my location as having no faults, so I guess I'll just have to sit here watching the router until it turns a better colour. If you dont need an engineer, our brilliant UK and Ireland based team will call you within 30 minutes to help solve your issue. We would like to show you a description here but the site won't allow us. An engineer will visit the PCP to resolve. 6D50S4J8n4UPAj&+t{gc:o#UZES+DB ?|=',J'2bUD7]!Ww=j}2{zJunY`%?|V"1-|,!>nB6 Y%YduU& +n#U@z4'IY/96Gq>>4ZR<2[ k^QBje_6}%J983 I^A+/Q|8H From here go to "Apps A-Z" and click "Show All" for a full list of applications and tools. Please dont contact Openreach before the agreed SLA or where initial ERT has been provided. Check the progress of your mobile repair. FU- Frames Unit. Cookies on BT.com. Run tests to look for a fault and get a fix in less than 5 minutes, Restart your router and get a call back if you're still having problems. get compensation. Quite a while ago , OR asked the regulator Ofcom, if they could interact directly with end users in situations like yours , but Ofcom , after asking the likes of Sky and TT their opinion, said No, those companies only want you to contact them, and only your provider to contact you, so, as you already knew, all inquiries need to be made to whatever provider you use. CA- Customer Apparatus. FAQs can be found, Have you checked your system for additional Openreach Key Service Updates(KSU or KCI) messages before calling Openreach i.e. endobj The impact on your service and the time taken to resolve can vary greatly depending on the situation. Were currently making network improvements and this may cause temporary disruption to services. For all other questions, we recommend that you Tariff Creation. If your broadband service has been provided but is not working, you should carry out all relevant CP and End User checks. 7:43 AM. Fault Tracker. POP Point of Presence. Searchable BTw based DSL broadband current incidents, PEWs. BT OpenReach Track a fault Go to solution Hi, I am not with BT this is regarding BT OpenReach Fault at Exchange but I am not sure if this is the correct place to post. Watch the video and follow the simple steps to make sure your router is properly positioned and set up to give you the best WiFi signal. EX- Exchange. The identifier you are required to diagnose and report a fault against depends on the type of service you use. 49 0 obj <>/Length 41473/Width 898/Height 400/BitsPerComponent 8>>stream - edited 28-02-2020 Text HELPto 61998(charges may apply at your standard rate). BT Mobile operates as a MVNO using the EE network. CO- Cabinet Optical. Youll usually receive an MFL code as the result of a KBD check if there is a line fault. If you're happy with the use of cookies by Openreach and selected partners, click OK. The fastest way to solve this kind of problem is to contact the company you get your phone or broadband from. SJ;I:gFI?h;[=f"gm$9yc+w\OX G /rj&hT}4U|[ BXPq9~"\OrQCYkfXd>cV,9#9@R cm$cy&.%]UwQi*_Ddu$t0S8T_^gGh/5X*ojO+,k,x HxJslVNevlPgf$ll1IHRG}y$!_NI8T^iN)z# XFCe)CuWLYv\]7.moY>2bLFM{gaZ9\$HH5FmM1 S[|tT C3cqS -'yK@ Y)LrY0. By contrast, chargeable faults are defined by Openreach as faults with repair costs that are recovered through a separate "cost to repair" process. OpenReach We are here to help if you have any doubt about a broadband failure. It is common for some problems to be reported throughout the day. Well run tests on your connection to find out whats going on, If you need an engineer, well text you in 15 minutes to book a slot, If you dont need an engineer, our brilliant UK and Ireland based team will call you within 30 minutes to help solve your issue, Run tests to find fault and solution in 10-30 mins, Get engineer visit arranged for major faults, Monday-Friday 8am- 9pm Most of these tools are available in the My apps section of BT Wholesale Business Zone. Have a problem with your product or service? What do I need to do? The engineer will test from the end user's premises to the exchange. a {G?Tx0c*==xv:mI+OVK Find out how we can help Phone or broadband problems? Phone number, broadband ID or Cloud Voice service ID. Diagnostic Test failed to run or returned an inconclusive result. Enter your landline number below to find out the status of the service in your area. 2020.12.15_21.59.32_plusnet.servicestatus.net_a5f5a6634090n.png 38 KB. If you're leaving a home where Ultrafast Full Fibre broadband is already installed please only take the service provider's router that plugs into the Openreach Optical Network Terminator (ONT) box that's fixed to the wall with you. Go to My apps, and thenFaults & diagnostics. An issue has been found in the serving cabinet (also known as the Primary Connection Point, or PCP). Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community. . - edited 1 0 obj<>/Type/Catalog>> Enter your error code and well tell you how to fix it, Your control doesnt work, is lost or stolen, or needs to be reset, Sound issues, such as if you cant hear the sound, out-of-sync sound or sound breaking up. This usually indicates a fault with the end user's set-up or between the main telephone socket (NTE) and the distribution point (DP). For the avoidance of doubt, the process of determining whether a fault is chargeable or not occurs once the fault has been cleared, not at the time at which is it reported. This is a BT Retail customer forum and has nothing to do with Openreach. Text PHONEto 61998(charges may apply at your standard rate). Information on CP and End User checks can be found in the guideEnd User Checks User Guide. And your postcode. BT outages reported in the last 24 hours. All rights reserved. There are several tests to run if your end user is having trouble with their broadband service. This type of engineer is tasked at Openreach's discretion only. The NEO Notes are retrieved in real-time whenever a user clicks the Notes link. our products and services. The latest update will be available via Eco Plus, accessible via Business Zone. And if they think the issue is with our network, theyll contact us and arrange for us to fix it. If youve just moved into a new-build home or business, clickhereto find out more. on And we can often fix faults while you report them online. If the KBD outcome indicates a BT issue, you can raise a fault via Eco Plus (accessible via Business Zone) or your B2B/XML portal. A fault was found between the Distribution Point (usually the first telephone pole) and the exchange. If youre not sure who that is, check your bills (its possible you might get them from different companies, so make sure you contact the right one). These form an important part of maintaining our network and may affect the broadband service while in progress. I also wonder how I can get updates on Openreach service status? There are several tests to run that will help you diagnose a fault and we request that you do this before contacting BT Wholesale. See the KBD Best Practice guideshttps://www.btwholesale.com/help-and-support/broadband/faults-and-diagnostics.htmlto learn more about KBD outcomes. Log in and track Track mobile repair Check the progress of your mobile repair. Running KBD is intrusive and can affect your end user's service, so make sure you let them know when you're running it. You've come to the right place. Get in touch if you'd like us to call If your provider refers to Openreach as BT Openreach, then you could tell them to stop doing it as its unintentionally misleading at best, and designed to deflect blame at worst, Announcements, Guides & Community Updates. Your booking reference number, your IMEI or your mobile number. Enter your village/town name, postcode, phone number or exchange code in the box below and click Search. You'll need access to the Knowledge-Based Diagnostic tools or KBD (for 20CN IP Stream), New KBD (for WBC-EUA 21CN) and Eco Plus. Status for adsl, dial, web, mail etc. endobj Stated engineer visit complete. Probably a 'local' fault then, @paulh - the Zen portal only picks up 'area code' type reports, no idea about the usertools one. Find what you need to check service status. Before contacting us, please read our FAQs and check the last updates on ECO Plus and the OpenReach Fault Tracker. We will keep you updated on the fault as it progresses. @paulh I don't think there is a publicly accessible OR 'status page', but I find This useful. Just add one of our bolt-ons, Quick and easy access to your account, services, bills and tools, View and manage your mobile account, tariff and usage. BT Mobile mostly serves professional clients. This type of engineer is tasked at Openreach's discretion only. It's a type of electrical interference which can affect your broadband service. 3 0 obj<>/MediaBox[0 0 595 842]/Contents 44 0 R/Type/Page>> Other diagnostic tools will allow you to run stand-alone tests. Call your mobile from your landline phone to see the number displayed, If you need an engineer, we'll text you in 15 mins to book a slot, If an engineer isn't needed, our brilliant UK and Ireland based, Run tests to find fault and fixes in 10-30 mins. You can access the faulting systems in BT Wholesale Business Zone, in the "My apps" section. Advertisement Most Affected Locations I know we need to contact our provider for update on problems with BT Exchange but I was wondering if it is possible to track a repair/fault online when a problem is reported at an exchange. Enter BT ID Password. Tracker showed 'Missed Appointment'. Your fault could be a problem at the exchange, perhaps its not , but if its TT or Sky ( or companys that use their equipment) then whatever your problem is , it cannot be BT, TT and Sky use their own equipment in the exchange, and Openreach to connect it to your home, so its nothing to do with BT in any meaningful way. Contacting them is the fastest way to fix a whole range of problems. Fault Tracker is a self-service tool that enables CPs to proactively view the underlying Engineering Notes and SMC Notes relating to their Faults without the need to call the Openreach SMC. Depending on the issue, a KBD diagnostic check may carry out a Copper Line test or SFBB Access test. Please check again later. Most applications accesses are managed via your company administrator using My Admin. Order and Fault Tracker . Prior to this, using the old white Openreach moden and a Netgear router, connections lasted over 200+ days. A large amount of the work we do can be completed outside, meaning we can often upgrade people or fix problems without entering a customer's property. These tests check the 'Local Access Network' - the connection between the end user's premises and their local exchange. Internet connections are available through ADSL or BT Infinity branded fibre technology. Some stand-alone tools specifically require a Service ID (BBEU/BBIP/FTIP); these will tell you before you begin testing. We know you need your broadband and landline to stay connected. endobj Contact our Sales team online We're sorry about the problem - we're working on fixing it. Find out how to position your router correctly to ensure you get the best WiFi signal. Service Status for Freeola network and services. The Fault Tracker List View shows all Open Faults and any Faults that were Closed within the previous 14 days. Alternatively you can run a KBD Lite or non-intrusive diagnostic tests to confirm basic connectivity. If your query is related to a capacity, radius or authentication problem, please contact BT Wholesale. Please wait for few minutes and try again. 28-02-2020 Yesterday I lost internet and phone connection and after talking to my provider it was discovered a fault at my bt Exchange. This is a small network termination point. Orders are submitted directly into Openreach in complete automation. The result will advise if an engineer appointment is required. An engineer will investigate the issue between the DP and the exchange. You can, but were a wholesaler and we were set up to work for communications providers the companies that you buy your home or business phones or broadband from. An appointment may be made for an engineer to visit the end user's premises and investigate. Watch this video for some simple checks and tweaks that might help you to sort things out without needing a visit from us. Help and support | Openreach Service providers News Having trouble with your phone or broadband? TextHELPfollowed by your landline number to61998(charges may apply at your standard rate). When do I need to book an engineer appointment? This may look like those shown below , or something similar. Be aware that the Usertools site has not been maintained for about 4 years now. Start with CP and end user checks to ensure there are no faults with the equipment or problems with the way the service is set up. endobj An appointment will be made for an engineer to check the line from the end user's premises back to the serving exchange. So if were late activating or repairing your connection youll automatically DT- Diagnostic Test. Forgotten your login details? Find out how to get help and support with broadband issues in your new build property. P" f" f" f" # H$ 4 |$ W W W W W W W $ )Z \ f 8W t &. You can, but we're a wholesaler and we were set up to work for communications providers - the companies that you buy your home or business phones or broadband from. This document describes the business processes associated with the Order and Fault Tracker tool. If you need to call us after viewing your fault, please now use the REQUEST FOR CONTACT button available on the tracker. % Fault Engineering Notes. Learn more about connecting to broadband Track fault Check the progress of your reported problem. Obviously I'm really annoyed & wonder what I'm paying for & why I won't be compensated for loss of service. What reference should I use to raise a fault? 15-12-2020 10:06 PM. Check status Finding your landline number Look on your recent bill Call your mobile from your landline phone to see the number displayed Compensation for loss of service We know you need your broadband and landline to stay connected.