get compensation. Please see the relevant Customer Service Plan (CSP) for further details. Use our troubleshooter if you're experiencing slow speed after this time. Enter your landline number below to find out the status of the service in your area. https://www.btwholesale.com/help-and-support/broadband/faults-and-diagnostics.html. A 'No Fault Found' test result is returned if the diagnostic tests fail to identify a fault within the BT network. Find the location of your closest telephone exchange. This type of engineer is tasked at Openreach's discretion only. We build and maintain the UK's largest broadband network. IDNet Network Status. 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. Running KBD is intrusive and can affect your end user's service, so make sure you let them know when you're running it. The usertools outage checker is outdated as it only shows legacy 20CN exchanges. What diagnostic/faults tools are available? Rang to make another appointment and told engineer couldn't get to me on time. Here are some things you can try. 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. An issue has been found in the serving cabinet (also known as the Primary Connection Point, or PCP). Otherwise we only get a text occasionally/rarely. Before contacting us, please read our FAQs and check the last updates on ECO Plus and the OpenReach Fault Tracker. Well run tests on your connection to find out whats going on. @paulh I don't think there is a publicly accessible OR 'status page', but I find This useful. We use cookies to bring you a great browsing experience - and to find ways to make it even better. Text HELPto 61998(charges may apply at your standard rate). Check the progress of your reported problem. More recently referred to as CST provision or CST repair. Finding OpenReach service status? LN- Line Fault. you back about a sales enquiry. This may look like those shown below , or something similar. 18th August - Openreach state issue between exchange and cabinet or cabinet and property, some confusion over which one this was, appears to be between cabinet and property, underground cabling fault which should be fixed . Discover Openreach and what we do We supply network services Find what you need to check service status. If youve got one of these, try these checks. Create one. POP Point of Presence. The latest update will be available via Eco Plus, accessible via Business Zone. Depending on the type of connection you have, youll either have a small network termination point or a fibre network termination point. You can access the faulting systems in BT Wholesale Business Zone, in the "My apps" section. endobj This is a small network termination point. To learn more, please take a look at ourREIN guidance documentation. 9h41. IDNet SS. If you still believe there is a BT Wholesale fault, you can reject the clear via Eco Plus. Cookies on BT.com. Please ensure you've carried out CP and end user checks and a full KBD test has been ran before contacting BT Wholesale. 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. An engineer will investigate the issue at the exchange. 16-12-2020 The Knowledge-Based Diagnostics test (KBD) will run a series of checks. Start tracking. BT Mobile operates as a MVNO using the EE network. Access to this area requires a portal login. 48 0 obj<> Obviously I'm really annoyed & wonder what I'm paying for & why I won't be compensated for loss of service. Some MFL codes require an engineer visit to the location. This service is available to track all open orders/faults, any orders/faults closed within the previous 14 days, any orders tagged by Openreach for archive, and all LLU and WLR3 orders/faults entered via the Equivalence Management Programme. These include cookies that are required to run the browsing experience, as well as cookies that offer personalised content and measure visitor satisfaction. Obviously I'm really annoyed & wonder what I'm paying for & why I won't be compensated for loss of service. on 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. We use cookies to do things like offer live chat support and show you content we think you'll be interested in. The summery at the top of the page say's Fault Fixed. 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. 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. He told me the fault would now be passed to BT Openreach. These tests check the connection between the End User's premises and their local exchange. What is a Major Service Outage (MSO) and how does it affect my service? How do I get access to the faulting systems? It was due to be removed but the 'round tuit' necessary for job cannot be found. Check service status. EX- Exchange. The engineer will test from the end user's premises to the exchange. Help and support | Openreach Service providers News Having trouble with your phone or broadband? If you're happy with the use of cookies by Openreach and selected partners, click OK. They can run some tests to work out what the problem is. 45 0 obj<> FU- Frames Unit. See the KBD Best Practice guideshttps://www.btwholesale.com/help-and-support/broadband/faults-and-diagnostics.htmlto learn more about KBD outcomes. You'll run the same tests our experts use. Openreach Fault Tracker Jargon Buster Openreach Fault Tracker Jargon Buster Code Description A/C or AEC. You can adjust your preferences using Manage Cookies or find out more by reading our Cookie Policy. There are a number of tools available to diagnose problems with your broadband service. Internet connections are available through ADSL or BT Infinity branded fibre technology. What is an SFI appointment, when should I book one and how much does it cost? How do I know if a fault has been cleared? 49 0 obj <>/Length 41473/Width 898/Height 400/BitsPerComponent 8>>stream Order and Fault Tracker . Downdetector only reports an incident when the number of problem reports is significantly higher than the . If you need to call us after viewing your fault, please now use the REQUEST FOR CONTACT button available on the tracker. Remember me ) Back Security Help. 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. Single order Generic Ethernet Access (SoGEA), Mobile Virtual Network Operators (MVNO) Solutions, https://www.btwholesale.com/help-and-support/broadband/faults-and-diagnostics.html. To track your repair, we just need two bits of information. 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. These form an important part of maintaining our network and may affect the broadband service while in progress. If you don't accept or reject a Welcome Back notification, the fault will automatically close within five to ten working days. Check my fibre availability Identifying and reporting scams Help with spotting scams When you can get fibre Report your BT TV fault by phone or speak to an advisor online. Enter your village/town name, postcode, phone number or exchange code in the box below and click Search. Forgotten your login details? re-appoint KSU, Clear request sent or service updates. You can access KBD from My BT Wholesale. Stated engineer visit complete. Each update will also tell you when to expect the next, so you always know when it's coming. If the issue persists then carry out further diagnostics via KBD. This usually indicates a fault with the end user's set-up or between the main telephone socket (NTE) and the distribution point (DP). A fault was found between the Distribution Point (usually the first telephone pole) and the exchange. 10h12. This type of engineer is tasked at Openreach's discretion only. 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). Other diagnostic tools will allow you to run stand-alone tests. The list of Faults is refreshed regularly. So if were late activating or repairing your connection youll automatically 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. If you need an engineer, well text you in 15 minutes to book a slot. 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. The NEO Notes are retrieved in real-time whenever a user clicks the Notes link. 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. Log in and track Track mobile repair Check the progress of your mobile repair. These tests check the 'Local Access Network' - the connection between the end user's premises and their local exchange. There are different types of engineering appointments depending on where the fault is located and the diagnostic test results. By contrast, chargeable faults are defined by Openreach as faults with repair costs that are recovered through a separate "cost to repair" process. Click here to access Fault Tracker. What is an SFI appointment, when should I book one and how much does it cost? An Main Fault Location (MFL) code identifies faults found on the end users line and indicates the location of the fault. Use our troubleshooter if youre experiencing slow speed after this time. FAQs can be found here. If your query is related to a capacity, radius or authentication problem, please contact BT Wholesale. It is common for some problems to be reported throughout the day. Fault Engineering Notes. Were currently making network improvements and this may cause temporary disruption to services. The fastest way to solve this kind of problem is to contact the company you get your phone or broadband from. 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. It wont work anywhere else. In some cases you may need to speak with the end user to make an appointment. - edited It's a type of electrical interference which can affect your broadband service. a {G?Tx0c*==xv:mI+OVK KBD has returned a No Fault Found result. Please check again later. First, check all CP (Communication Provider) and End User checks confirm there arent any local environment setup or wiring issues potentially affecting the service. If there is no update in Eco Plus you can contact us via the echat service, accessible via www.btwholesale.com. If you've carried out your CP and end user checks and have run a full KBD test, follow the recommendations accordingly. 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. Planned network change notifications are raised to inform you of planned engineering works. We're proud to use the EE network for our mobile service. The impact on your service and the time taken to resolve can vary greatly depending on the situation. > - / , 2 1 w bjbj(( uF Jh1gJh1g c t t t t t $ P \ D! So we're advising them not to complete any work inside a property unless: Alternatively you can run a KBD Lite or non-intrusive diagnostic tests to confirm basic connectivity. Go to My apps, and thenFaults & diagnostics. . "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. 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. We would like to show you a description here but the site won't allow us. 3 0 obj<>/MediaBox[0 0 595 842]/Contents 44 0 R/Type/Page>> endobj The Heads Up Display (HUD) The HUD is a self-service tool that lets you manage a provision order and view Engineering Notes and Customer Service Management (CSM) notes, relating to your orders without the need to call the Openreach CSM. Nobody came. If you have one of these trythese checks. endobj All rights reserved. Orders are submitted directly into Openreach in complete automation. Explore how to make sure your router is connected correctly to give you the best WiFi signal. Check the progress of your mobile repair. Why can't you contact Openreach directly? 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. Itemised Call . Saturday and Sunday 8am - 8pm. We use necessary cookies to make our site work. 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 Run tests to find fault and solution in 10-30 mins, Get engineer visit arranged for major faults. The frequency of updates varies by product and will continue to improve in subsequent releases. After completing all CP, End User and KBD tests follow the KBD outcome recommendation. An engineer will investigate the issue on the frame. During a KBD test, checks that may be carried out include a Copper Line test and/or SFBB Access tests. What do I do? 2020.12.15_21.59.32_plusnet.servicestatus.net_a5f5a6634090n.png 38 KB. 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. P" f" f" f" # H$ 4 |$ W W W W W W W $ )Z \ f 8W t &. To learn more about the KBD and other diagnostic tools, take a look at our online guide. &i44 2P_ +7sW+TQ?lF7iz*bn74*UyaE.E^YcdDqru%P\>/a_;\S6nJ-&BU If there is still an issue with your service, you can reject the Welcome Back notification. Most applications accesses are managed via your company administrator using My Admin. We're sorry about the problem - we're working on fixing it. 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. What happens if I dont accept a Welcome Back? Please enter a 10 or 11 digit landline number without spaces, including no added space at front. T W ! BT outages reported in the last 24 hours.