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. If you have one of these trythese checks. A KBD test will usually reveal the cause of the problem and give a recommendation on what to do next. An Main Fault Location (MFL) code identifies faults found on the end users line and indicates the location of the fault. And we can often fix faults while you report them online. Tracker showed 'Missed Appointment'. Having trouble with broadband or phone in your new-build home? An engineer will investigate the issue between the DP and the exchange. Other diagnostic tools will allow you to run stand-alone tests. 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. We build and maintain the UK's largest broadband network. These tests check the 'Local Access Network' - the connection between the end user's premises and their local exchange. If you need an engineer, well text you in 15 minutes to book a slot. "You've told us your fault has been fixed, thanks for letting us know" The fault hasn't been fixed and at no point did i tell them it had been. a {G?Tx0c*==xv:mI+OVK My broadband order has just been provided but it's not working. Only your provider has access to Openreach. 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 our superfast unlimited fibre broadband, Flexible and affordable sim only deals with no contract, Our network reaches over 99% of the UK, so we've got you covered, Low on minutes, data or texts? Repetitive Electrical Impulse Noise (REIN):A REIN engineer is a specialist engineer who investigates issues caused by electrical interference. If youve got one of these, try these checks. The result will advise if an engineer appointment is required. We would like to show you a description here but the site won't allow us. Obviously I'm really annoyed & wonder what I'm paying for & why I won't be compensated for loss of service. If you dont need an engineer, our brilliant UK and Ireland based team will call you within 30 minutes to help solve your issue. And if they think the issue is with our network, theyll contact us and arrange for us to fix it. Contact/Chat : CHAT service often suspended though. @paulh I don't think there is a publicly accessible OR 'status page', but I find This useful. It also shows any Faults that have been tagged for archive by Openreach these archived Faults will be those with associated with TRC and SFI charges and they will be held at least until the next billing cycle has concluded. No Fault Found, Test OK or Right When Tested). endstream The Fault Tracker pop-up Notes View shows the related Engineering Notes and SMC Notes sourced from either or both of EMP NEO and CSS. Check the progress of your mobile repair. O2 Service Status. Status for adsl, dial, web, mail etc. KBD has returned a No Fault Found result. 10h12. How do I get access to the faulting systems? Probably a 'local' fault then, @paulh - the Zen portal only picks up 'area code' type reports, no idea about the usertools one. 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. We're sorry about the problem - we're working on fixing it. endobj To check your mobile signal status, use theEE coverage and network checker. Sorry we can't provide a fix date at the moment. 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. Nobody came. What do I need to do? So if were late activating or repairing your connection youll automatically Go to My apps, and thenFaults & diagnostics. Order and Fault Tracker . The MFL code provided on a Copper Line Test will identify if a PSTN related engineering task is required. Details on how to expedite can be accessed via www.btwholesale.com: https://www.btwholesale.com/assets/documents/briefings/broadband/253-11_Expedite_process.pdf. endobj 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. Report a fault More faults and repairs support Track a fault online Reported a problem already? Fault Engineering Notes. A SFI (Special Fault Investigation) appointment can be made to task an engineer to go to your end user's premises and test the network between the End Users main socket and the serving exchange. Refer to the KBD Best Practice for more guidance 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. Please enter a 10 or 11 digit landline number without spaces, including no added space at front. Most of these tools are available in the My apps section of BT Wholesale Business Zone. Marketing cookies enable us to target advertising on third party websites and services towards groups of people who have previously visited our . Diagnostic Test failed to run or returned an inconclusive result. These tests check the connection between the End User's premises and their local exchange. 9h41. 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. Have a problem with your product or service? So we're advising them not to complete any work inside a property unless: What is a Major Service Outage (MSO) and how does it affect my service? These form an important part of maintaining our network and may affect the broadband service while in progress. 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 If you still believe there is a BT Wholesale fault, you can reject the clear via Eco Plus. Call us for sales enquiries about If youve just moved into a new-build home or business, clickhereto find out more. If you're happy with the use of cookies by Openreach and selected partners, click OK. If you have done this and the service is still not working, you can diagnose the fault using Knowledge Based Diagnostics (KBD). We also use them to offer content that's personalised and relevant to you. By contrast, chargeable faults are defined by Openreach as faults with repair costs that are recovered through a separate "cost to repair" process. This includes managing the copper phone line network and rolling out cutting-edge full fibre broadband to 25 million homes and businesses across the country by 2026 - that's one every 10.4 seconds. When do I need to book an engineer appointment? Contacting them is the fastest way to fix a whole range of problems. This type of engineer is tasked at Openreach's discretion only. % ONT are home fixtures/fittings, each one has a serial number that's linked specifically to the property where its installed. What diagnostic/faults tools are available? For all other questions, we recommend that you It was due to be removed but the 'round tuit' necessary for job cannot be found. Click herefor guidance and useful information for the Openreach Order and Fault Trackers, as well as the Terms and Conditions associated with their use. * Freeola Broadband Service Outages. NB-Contact will be accepted 12:30(AM appointments) and 17:30(PM appointments) if the fault is not assigned or received any update from Openreach and are concerned the appointment will fail. The frequency of updates varies by product and will continue to improve in subsequent releases. Here are some things you can try. Rang to make another appointment and told engineer couldn't get to me on time. Show. 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). endobj IDNet Network Status. Checked fault tracker just after 1pm. BT Mobile operates as a MVNO using the EE network. on S/N Version Author Date Description 1 V1.1 Know How documentation team 28 May 2010 Openreach Knowhow update 2 Version 2 Logistik 23 July 2010 Tone of voice review Notice . There isnt an update on my fault, what do I do? What reference should I use to raise a fault? How do I view the progress of an engineering appointment? This may affect your end user's service while it's running. 44 0 obj <>stream Contact regarding Appointment confirmations (where the appointment is shown on Fault Tracker) are subject to Hard Turn Back . According to Openreach We've also advised our engineers to avoid entering customer premises. This is a small network termination point. View the simple fact sheet for information. Use the pictures below to work out which one you have, then follow the instructions. The Fault Tracker List View shows all Open Faults and any Faults that were Closed within the previous 14 days. A fault has been found within the serving exchange. Explore our wide range of resources, including billing help, pricing updates, orders and faults help, technical handbooks, customer service plans and best practice guides. Internet connections are available through ADSL or BT Infinity branded fibre technology. Your booking reference number, your IMEI or your mobile number. Before contacting us, please read our FAQs and check the last updates on ECO Plus and the OpenReach Fault Tracker. Its not BT Openreach, its just called Openreach, who are a separate company. I raised a fault on the website and it says I need to log in and check the details but everytime I try to log in the fault tracker is constantly loading. FAQs can be found here. Watch this video for some simple checks and tweaks that might help you to sort things out without needing a visit from us. . Find the location of your closest telephone exchange. Report your problem and well identify the cause and quickly find a solutionto get you back up and running. Digital phone lines | Openreach Service providers News Upgrading the UK to Digital Phone Lines The UK's telephone network is changing Copper wires and analogue signals have served our nation for over a century. Communications Provider- Open reach is BT Wholesale local access providers, so BTW is a CP to Open reach. For business and public sector; For global business; Wifi; BT Ireland; BT Shop; Business Direct; Openreach; The Phone Book If the issue persists then carry out further diagnostics via KBD. I think I have a Broadband fault, what is the process? A fault has been found indicating that there might be an issue with the customer's equipment. Yesterday I lost internet and phone connection and after talking to my provider it was discovered a fault at my bt Exchange. O2 Home Broadband Service Status. OpenReach We are here to help if you have any doubt about a broadband failure. Enter BT ID Password. A fault was found between the Distribution Point (usually the first telephone pole) and the exchange. 7:43 AM. Our staff continue to track and push along orders which may be subject to delay ensuring you benefit from automation, as well as from knowledgeable staff who know how to get the most from our suppliers. Youll need to book an appointment for the engineer to go the the end 's premises and test. Check service status for your BT Business broadband, phone line or cloud-based service. 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. This may look like those shown below , or something similar. 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. An engineer will investigate the issue on the frame. For details of our escalation process, please refer to therelevantBroadband CSP. First, carry out End User and CP checks. Click here to access Fault Tracker. It's quick and easy to report faults with BT Business broadband, phone line, email and all Cloud Voice services. An MSO is an incident in the BT network that may impact the broadband service. Use our troubleshooter if you're experiencing slow speed after this time. An issue has been found in the serving cabinet (also known as the Primary Connection Point, or PCP). An engineer will visit the PCP to resolve. This usually indicates a fault with the end user's set-up or between the main telephone socket (NTE) and the distribution point (DP). Well run tests on your connection to find out whats going on. Forgotten your login details? The identifier you are required to diagnose and report a fault against depends on the type of service you use. Learn more about connecting to broadband Track fault Check the progress of your reported problem. We will keep you updated on the fault as it progresses. Enter your village/town name, postcode, phone number or exchange code in the box below and click Search. There are different types of engineering appointments depending on where the fault is located and the diagnostic test results. We're proud to use the EE network for our mobile service. It is common for some problems to be reported throughout the day. Were currently making network improvements and this may cause temporary disruption to services. 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. Select 20C Fault Diagnostics for 20C circuits and New KBD for 21CN and Fibre circuits. Openreach's tariff. The NEO Notes are retrieved in real-time whenever a user clicks the Notes link. From here go to "Apps A-Z" and click "Show All" for a full list of applications and tools. This type of engineer is tasked at Openreach's discretion only. Orders are submitted directly into Openreach in complete automation. These allow us to deliver and measure the performance of our communications through other channels. -For WBC-EUA (21CN),you can report a fault against the BBEU or DN (Telephone Number). Plusnet Service Status. A 'No Fault Found' test result is returned if the diagnostic tests fail to identify a fault within the BT network. Openreach Network Backhaul Services (ONBS) TDM (Time Division Multiplex) access bearer Wholesale Extension Services (WES) and Wholesale End-to-End Services (WEES) WES Aggregation CCTV Access Fibre Voice Access Wlr Withdrawal Stop Sells Updates Ancillary Documents (Change Control) Contracts Overview SOGEA and SOGfast Data Privacy I also wonder how I can get updates on Openreach service status? 9h58. Depending on the type of connection you have, youll either have a small network termination point or a fibre network termination point. 49 0 obj <>/Length 41473/Width 898/Height 400/BitsPerComponent 8>>stream Please check again later. - Openreach claimed AM that fault between exchange and cabinet prevented work and engineer was not trained to resolve them. Tariff Creation. The fastest way to solve this kind of problem is to contact the company you get your phone or broadband from. 28-02-2020 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. &i44 2P_ +7sW+TQ?lF7iz*bn74*UyaE.E^YcdDqru%P\>/a_;\S6nJ-&BU Fault Tracker is offered for use to CPs who have agreed and signed the relevant Terms and Conditions. You can access KBD from My BT Wholesale. Completed - The activity is complete. TextHELPfollowed by your landline number to61998(charges may apply at your standard rate). Find out how we can help Phone or broadband problems? Alternatively you can run a KBD Lite or non-intrusive diagnostic tests to confirm basic connectivity. endobj If your broadband service has been provided but is not working, you should carry out all relevant CP and End User checks. Username: Please enter a valid username. Read our phone and broadband help guide Can I get full fibre broadband? And your postcode. BT Mobile mostly serves professional clients. A 'Welcome Back' is a notification that your fault has been cleared and that your service is back up and running. Downdetector only reports an incident when the number of problem reports is significantly higher than the . The Knowledge-Based Diagnostics test (KBD) will run a series of checks. 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. REIN stands for Repetitive Electrical Impulse Noise. Searchable BTw based DSL broadband current incidents, PEWs. 16-12-2020 You can book an SFI appointment if all results return a 'No Fault Found - Pass' outcome. You can adjust your preferences using Manage Cookies or find out more by reading our Cookie Policy. LN- Line Fault. If this doesn't reveal the cause of the issue, you'll need to run a Knowledge-Based Diagnostics (KBD) test. You can access the faulting systems in BT Wholesale Business Zone, in the "My apps" section. Remember me ) Back Security Help. All rights reserved. They are appointed if an engineer has already attended an appointment and believes there might be electrical interference causing a problem with the end user's service. We use cookies to bring you a great browsing experience - and to find ways to make it even better. Running KBD is intrusive and can affect your end user's service, so make sure you let them know when you're running it. We use necessary cookies to make our site work. See the KBD Best Practice guideshttps://www.btwholesale.com/help-and-support/broadband/faults-and-diagnostics.htmlto learn more about KBD outcomes. When you receive it, you should check with your end user that their service is fully functioning before accepting the notification, as doing so will close the fault ticket. - edited This can be due to many different factors, from faulty electrical devices in the end user's premises to faulty equipment in neighbouring properties. To learn more about the KBD and other diagnostic tools, take a look at our online guide. 16-12-2020 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. FU- Frames Unit. - edited The usertools outage checker is outdated as it only shows legacy 20CN exchanges. EX- Exchange. - edited get compensation. -For IP Stream (20CN),you can report against the Network ID (CBUK), Installation Telephone Number (DN) or Service ID (BBIP/FTIP). Finding OpenReach service status? POP Point of Presence. endobj Start tracking. The list of Faults is refreshed regularly. 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. IDNet SS. Explore how to make sure your router is connected correctly to give you the best WiFi signal. Access to this area requires a portal login. To learn more about KBD and other diagnostic tools, take a look at theKBD page in Help & Support. Cookies on BT.com. Openreach Generic RAMS Generic Risk Assessment or Method Statements (RAMS) for leased line delivery are available for. British Telecommunications plc 2016. Your broadband speed can vary for the first 10 days after connection as your line adjusts. If there is no update in Eco Plus you can contact us via the echat service, accessible via www.btwholesale.com. This will incur a charge if the issue is found with the end user or CP kit and setup. A fault has been found on the Main Distribution Frame (MDF) within the serving exchange. Fault Tracker. Our free Order and Fault Tracker tools provide you with the ability to view information about your orders and faults in real time without the need to call the Openreach Service Management Centre (SMC). 15-12-2020 10:06 PM. Your broadband speed can vary for the first 10 days after connection as your line adjusts. Some MFL codes require an engineer visit to the location. They can run some tests to work out what the problem is. Report your BT TV fault by phone or speak to an advisor online. Why can't you contact Openreach directly? What is an SFI appointment, when should I book one and how much does it cost? about your enquiry. Find out how to get help and support with broadband issues in your new build property. There are several tests to run if your end user is having trouble with their broadband service. My fault has been cleared but theres still a fault, what should I do? We would like to show you a description here but the site won't allow us. These include cookies that are required to run the browsing experience, as well as cookies that offer personalised content and measure visitor satisfaction. What is an SFI appointment, when should I book one and how much does it cost? It wont work anywhere else. Saturday and Sunday 8am - 8pm. 28-02-2020 Customer Services Network Operations - These are the engineers responsible for end to end provision and fault repair. This page allows you to find your exchange. Information on CP and End User checks can be found in the guideEnd User Checks User Guide. More recently referred to as CST provision or CST repair. Stated engineer visit complete. Further information can be found on the Openreach Website . Please see the relevant Customer Service Plan (CSP) for further details. Contact our Sales team online You can check the progress of a fault via Eco Plus. 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. These include cookies that allow the sharing of anonymous data with selected third-party partners. Create one. 9h45 Youll usually receive an MFL code as the result of a KBD check if there is a line fault. 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. re-appoint KSU, Clear request sent or service updates. 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. T W ! To track your repair, we just need two bits of information. 28-02-2020 There's no need to call. Revisions . 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. 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. Phone number, broadband ID or Cloud Voice service ID. We'd also like to set optional analytics cookies to help us improve it and provide services like live chat support, and targeting cookies to show you content think you would be interested in. 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'll run the same tests our experts use. 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. Check Current Status BT (British Telecom) offers broadband internet, home phone and television service. Use our troubleshooter if youre experiencing slow speed after this time. Single order Generic Ethernet Access (SoGEA), Mobile Virtual Network Operators (MVNO) Solutions, https://www.btwholesale.com/help-and-support/broadband/faults-and-diagnostics.html. There are several tests to run that will help you diagnose a fault and we request that you do this before contacting BT Wholesale. During a KBD test, checks that may be carried out include a Copper Line test and/or SFBB Access tests. Check my fibre availability Identifying and reporting scams Help with spotting scams When you can get fibre Please wait for few minutes and try again. 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. After completing all CP, End User and KBD tests follow the KBD outcome recommendation. There are nearly 5600 telephone exchanges in the UK. If not, here are a few things to try which might fix the problem. endobj Otherwise we only get a text occasionally/rarely. Advertisement Most Affected Locations This chart shows a view of problem reports submitted in the past 24 hours compared to the typical volume of reports by time of day. 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. Get in touch if you'd like us to call CE- Customer Equipment. 3 0 obj<>/MediaBox[0 0 595 842]/Contents 44 0 R/Type/Page>> The KBD test can affect your end user's service, so make sure you let them know when you're running it. P" f" f" f" # H$ 4 |$ W W W W W W W $ )Z \ f 8W t &. 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. 1 0 obj<>/Type/Catalog>> We use cookies to do things like offer live chat support and show you content we think you'll be interested in. A SFI (Special Fault Investigation) appointment can be made to task an engineer to go to your end user's premises and test the network between the End Users main socket and the serving exchange. If there is still an issue with your service, you can reject the Welcome Back notification. If this doesn't reveal the cause of the issue, you'll need to run a Knowledge Based Diagnostics (KBD) test. Be aware that the Usertools site has not been maintained for about 4 years now. The latest update will be available via Eco Plus, accessible via Business Zone. The following is a list of MFL codes, the fault location and whether the engineering task requires an appointment with the end user: OK- No fault was found when the test was performed. 28-02-2020 Each update will also tell you when to expect the next, so you always know when it's coming. 7:41 AM The box is around 13cm x 11cm x 2.5cm in size. This type of engineer is tasked at Openreach's discretion only. DT- Diagnostic Test. What is a Planned Network Change Notification (also known as a PNCN or PEW) and how does it affect my service? Yesterday I lost internet and phone connection and after talking to my provider it was discovered a fault at my bt Exchange. Planned network change notifications are raised to inform you of planned engineering works. Enhanced specification internal tie cable, Product Development Processes and release information, Openreach Product Development Process (C2M), Product release documentation (EIP Comms), Openreach Network Backhaul Services (ONBS), TDM (Time Division Multiplex) access bearer, Wholesale Extension Services (WES) and Wholesale End-to-End Services (WEES), Discover our infrastructure build and value add services. An appointment may be made for an engineer to visit the end user's premises and investigate. Please note that SFI appointments may be chargeable. If you don't accept or reject a Welcome Back notification, the fault will automatically close within five to ten working days. What do I do? https://www.btwholesale.com/help-and-support/broadband/faults-and-diagnostics.html. BT Fault tracker Ive been on BT Infinity for 8+ years and for 6 of them, the service was brilliant. If you need to call us after viewing your fault, please now use the REQUEST FOR CONTACT button available on the tracker. 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. Check service status. https://www.btwholesale.com/help-and-support/broadband/faults-and-diagnostics.html. All rights reserved. . What happens if I dont accept a Welcome Back? Is there a publicly available Openreach page which list outage details & estimates of fix times? This is a BT Retail customer forum and has nothing to do with Openreach. To learn more, please take a look at ourREIN guidance documentation. It can come from faulty electrical devices in the end user's building, or even neighbouring properties. The KBD test will advise what you should do next. > - / , 2 1 w bjbj(( uF Jh1gJh1g c t t t t t $ P \ D!