You'll run the same tests our experts use. If you're happy with the use of cookies by Openreach and selected partners, click OK. Select 20C Fault Diagnostics for 20C circuits and New KBD for 21CN and Fibre circuits. For business and public sector; For global business; Wifi; BT Ireland; BT Shop; Business Direct; Openreach; The Phone Book Forgotten your login details? First, check all CP (Communication Provider) and End User checks confirm there arent any local environment setup or wiring issues potentially affecting the service. He told me the fault would now be passed to BT Openreach. CE- Customer Equipment. This usually indicates a fault with the end user's set-up or between the main telephone socket (NTE) and the distribution point (DP). Checked fault tracker just after 1pm. Before contacting us, please read our FAQs and check the last updates on ECO Plus and the OpenReach Fault Tracker. Searchable BTw based DSL broadband current incidents, PEWs. And your postcode. Information on CP and End User checks can be found in the guideEnd User Checks User Guide. If you experience this, please wait 15 minutes and then restart your hub. We will keep you updated on the fault as it progresses. These tests check the 'Local Access Network' - the connection between the end user's premises and their local exchange. And we can often fix faults while you report them online. Please check again later. 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). The latest update will be available via Eco Plus, accessible via Business Zone. 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. endobj For all other questions, we recommend that you According to Openreach We've also advised our engineers to avoid entering customer premises. There are nearly 5600 telephone exchanges in the UK. The NEO Notes are retrieved in real-time whenever a user clicks the Notes link. Openreach's tariff. Contact our Sales team online From here go to "Apps A-Z" and click "Show All" for a full list of applications and tools. 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. Alternatively you can run a KBD Lite or non-intrusive diagnostic tests to confirm basic connectivity. 7:43 AM. 9h41. A 'Welcome Back' is a notification that your fault has been cleared and that your service is back up and running. Depending on the type of connection you have, youll either have a small network termination point or a fibre network termination point. 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. get compensation. Have a problem with your product or service? If there is still an issue with your service, you can reject the Welcome Back notification. 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. 7:41 AM Find out how to position your router correctly to ensure you get the best WiFi signal. You can access the fast track links on btwholesale.com by going to: My BTWholesale -> My Apps -> Quotes and Orders. We use online advertising to help consumers get the best from their phone and broadband services. Watch this video for some simple checks and tweaks that might help you to sort things out without needing a visit from us. Remember me ) Back Security Help. If you dont need an engineer, our brilliant UK and Ireland based team will call you within 30 minutes to help solve your issue. endobj All rights reserved. Check the progress of your reported problem. Each update will also tell you when to expect the next, so you always know when it's coming. Help and support | Openreach Service providers News Having trouble with your phone or broadband? The engineer will test from the end user's premises to the exchange. A 'No Fault Found' test result is returned if the diagnostic tests fail to identify a fault within the BT network. An appointment will be made for an engineer to check the line from the end user's premises back to the serving exchange. 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). These form an important part of maintaining our network and may affect the broadband service while in progress. Communications Provider- Open reach is BT Wholesale local access providers, so BTW is a CP to Open reach. * Freeola Broadband Service Outages. Contact/Chat : CHAT service often suspended though. 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. Most of these tools are available in the My apps section of BT Wholesale Business Zone. Otherwise we only get a text occasionally/rarely. An MSO is an incident in the BT network that may impact the broadband service. 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 list of Faults is refreshed regularly. So we're advising them not to complete any work inside a property unless: If you still believe there is a BT Wholesale fault, you can reject the clear via Eco Plus. Stated engineer visit complete. An engineer will visit the PCP to resolve. If the issue persists then carry out further diagnostics via KBD. Rang to make another appointment and told engineer couldn't get to me on time. Read our phone and broadband help guide Can I get full fibre broadband? 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. For details of our escalation process, please refer to therelevantBroadband CSP. We build and maintain the UK's largest broadband network. 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. Create one. CO- Cabinet Optical. Tracker showed 'Missed Appointment'. When Openreach update the fault to show missed visit or resheduled with less than 24 hours, this triggers the BT system to apply a credit of . Having trouble with broadband or phone in your new-build home? Refer to the KBD Best Practice for more guidance Openreach Generic RAMS Generic Risk Assessment or Method Statements (RAMS) for leased line delivery are available for. Other engineering tasks include 'SFI' and 'REIN'. 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. endobj There isnt an update on my fault, what do I do? Some stand-alone tools specifically require a Service ID (BBEU/BBIP/FTIP); these will tell you before you begin testing. Check service status. View the simple fact sheet for information. Special Faults Investigation (SFI):An SFI engineer can only be appointed if all test results show that a fault hasn't been found on the line by the BT supplied diagnostic test tools (e.g. The box is around 13cm x 11cm x 2.5cm in size. DT- Diagnostic Test. Saturday and Sunday 8am - 8pm. To learn more about the KBD and other diagnostic tools, take a look at our online guide. 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. 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. If you need an engineer, well text you in 15 minutes to book a slot. In some cases you may need to speak with the end user to make an appointment. Report your BT TV fault by phone or speak to an advisor online. Why can't you contact Openreach directly? Completed - The activity is complete. Check the progress of your mobile repair. 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 endstream Explore our wide range of resources, including billing help, pricing updates, orders and faults help, technical handbooks, customer service plans and best practice guides. . 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. 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. LN- Line Fault. CA- Customer Apparatus. There are several tests to run that will help you diagnose a fault and we request that you do this before contacting BT Wholesale. BT Mobile operates as a MVNO using the EE network. There are several tests to run if your end user is having trouble with their broadband service. 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 16-12-2020 Please note that SFI appointments may be chargeable. 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. Orders are submitted directly into Openreach in complete automation. Fault Engineering Notes. The KBD test will advise what you should do next. I think I have a Broadband fault, what is the process? What is a Major Service Outage (MSO) and how does it affect my service? Be aware that the Usertools site has not been maintained for about 4 years now. Probably a 'local' fault then, @paulh - the Zen portal only picks up 'area code' type reports, no idea about the usertools one. 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 . O2 Service Status. We use cookies to bring you a great browsing experience - and to find ways to make it even better. The result will advise if an engineer appointment is required. So if were late activating or repairing your connection youll automatically My broadband order has just been provided but it's not working. 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. If your broadband service has been provided but is not working, you should carry out all relevant CP and End User checks. Its not BT Openreach, its just called Openreach, who are a separate company. If you have done this and the service is still not working, you can diagnose the fault using Knowledge Based Diagnostics (KBD). This is a BT Retail customer forum and has nothing to do with Openreach. -For WBC-EUA (21CN),you can report a fault against the BBEU or DN (Telephone Number). 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. It was due to be removed but the 'round tuit' necessary for job cannot be found. Text HELPto 61998(charges may apply at your standard rate). 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. We're sorry about the problem - we're working on fixing it. FAQs can be found, Have you checked your system for additional Openreach Key Service Updates(KSU or KCI) messages before calling Openreach i.e. Enter your village/town name, postcode, phone number or exchange code in the box below and click Search. Here are some things you can try. 28-02-2020 Can it be made possible if we track the fault/repair online that is carried out by BT Open Reach? Find the location of your closest telephone exchange. 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. Use our troubleshooter if youre experiencing slow speed after this time. Obviously I'm really annoyed & wonder what I'm paying for & why I won't be compensated for loss of service. Advertisement Most Affected Locations If you don't accept or reject a Welcome Back notification, the fault will automatically close within five to ten working days. Nobody came. This may look like those shown below , or something similar. Youll usually receive an MFL code as the result of a KBD check if there is a line fault. If you have Full Fibre broadband you'll probably have an Optical Network Terminator (ONT) box in your property. If youve just moved into a new-build home or business, clickhereto find out more. Get in touch if you'd like us to call Access to this area requires a portal login. This type of engineer is tasked at Openreach's discretion only. Contact regarding Appointment confirmations (where the appointment is shown on Fault Tracker) are subject to Hard Turn Back . 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. An engineer will investigate the issue on the frame. A fault has been found within the serving exchange. Please enter a 10 or 11 digit landline number without spaces, including no added space at front. Please see the relevant Customer Service Plan (CSP) for further details. Well run tests on your connection to find out whats going on. Explore how to make sure your router is connected correctly to give you the best WiFi signal. 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. 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. British Telecommunications plc 2022. 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. endobj We would like to show you a description here but the site won't allow us. An engineer will investigate the issue between the DP and the exchange. 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 Main Fault Location (MFL) code identifies faults found on the end users line and indicates the location of the fault. These allow us to deliver and measure the performance of our communications through other channels. Is there a publicly available Openreach page which list outage details & estimates of fix times? Internet connections are available through ADSL or BT Infinity branded fibre technology. A fault was found between the Distribution Point (usually the first telephone pole) and the exchange. BT Fault tracker Ive been on BT Infinity for 8+ years and for 6 of them, the service was brilliant. 45 0 obj<> . No Fault Found, Test OK or Right When Tested). We know you need your broadband and landline to stay connected. 3 0 obj<>/MediaBox[0 0 595 842]/Contents 44 0 R/Type/Page>> Fault Tracker. @paulh I don't think there is a publicly accessible OR 'status page', but I find This useful. 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. These include cookies that are required to run the browsing experience, as well as cookies that offer personalised content and measure visitor satisfaction. Some MFL codes require an engineer visit to the location. After you complete CP and end user checks and have run a full KBD test, follow the recommendations accordingly. To check your mobile signal status, use theEE coverage and network checker. If this doesn't reveal the cause of the issue, you'll need to run a Knowledge-Based Diagnostics (KBD) test. If you need to call us after viewing your fault, please now use the REQUEST FOR CONTACT button available on the tracker. What checks do I need to do before I raise a fault? Phone number, broadband ID or Cloud Voice service ID. 28-02-2020 They can run some tests to work out what the problem is. https://www.btwholesale.com/help-and-support/broadband/faults-and-diagnostics.html. - edited Click herefor guidance and useful information for the Openreach Order and Fault Trackers, as well as the Terms and Conditions associated with their use. You've come to the right place. There's no need to call. FAQs can be found here. Downdetector only reports an incident when the number of problem reports is significantly higher than the . &i44 2P_ +7sW+TQ?lF7iz*bn74*UyaE.E^YcdDqru%P\>/a_;\S6nJ-&BU Check my fibre availability Identifying and reporting scams Help with spotting scams When you can get fibre This will incur a charge if the issue is found with the end user or CP kit and setup. If not, here are a few things to try which might fix the problem. Run tests to find fault and solution in 10-30 mins, Get engineer visit arranged for major faults. This is a small network termination point. Diagnostic Test failed to run or returned an inconclusive result. Click here to access Fault Tracker. Further information can be found on the Openreach Website . If you have one of these trythese checks. This can be due to many different factors, from faulty electrical devices in the end user's premises to faulty equipment in neighbouring properties. endobj REIN faults require a specialist REIN engineer to investigate and resolve. Most applications accesses are managed via your company administrator using My Admin. Your booking reference number, your IMEI or your mobile number. %PDF-1.3 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. 1 0 obj<>/Type/Catalog>> A KBD test will usually reveal the cause of the problem and give a recommendation on what to do next. Please ensure you've carried out CP and end user checks and a full KBD test has been ran before contacting BT Wholesale. Order and fault tracker homepage. British Telecommunications plc 2016. 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. What do I need to do? The Fault Tracker List View shows all Open Faults and any Faults that were Closed within the previous 14 days. 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. about your enquiry. To learn more about KBD and other diagnostic tools, take a look at theKBD page in Help & Support.