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Fault reporting for LLU

To escalate all faults we need the following details:

Description of fault
Alternative Number (mobile)
EU contact name

In some cases, we may need to arrange for an engineer to visit (weekdays only).
Do you have a preference as to when this would be? (Please be as specific as possible)
Do you agree to possible SFI charge?



Additionally for a browsing fault:

Does fault persist when tested in BT Master Socket?
Frequency of fault
Three example dates/times when fault occurs
Modem/Router type?

Has the modem/router been rebooted


Trace Route results
FTP or Website Address


Additionally for an Intermittant Connection fault:

Does fault persist when tested in BT Master Socket?
Frequency of fault
Three example dates/times when fault occurs
Modem/Router type?
Microfilters swap tested?

Connection tested with all equipment removed?
Has the modem/router been rebooted


Additionally for a No PPP, Authentication fault:

Frequency of fault
Three example dates/times when fault occurs
Modem/Router type?
Is the modem/router switched on?

Have radius logs been checked?
Has the modem/router been rebooted


Additionally for a No Synch fault:

Does fault persist when tested in BT Master Socket?
Frequency of fault
Three example dates/times when fault occurs
Modem/Router type?
Microfilters swap tested?

Connection tested with all equipment removed?
Has the modem/router been rebooted


Additionally for a slow speed fault:

Does fault persist when tested in BT Master Socket?
Frequency of fault
Three example dates/times when fault occurs
Modem/Router type?
Microfilters swap tested?

Connection tested with all equipment removed?
Has the modem/router been rebooted

Is this a throughput or synch speed fault?

Three examples of Upstream Throughput Speed
Three examples of Upstream Sync Speed
Three examples of Downstream Throughput Speed
Three examples of Downstream Sync Speed

Please attach 3 Trace Route results to www.google.co.uk
Please attach 3 Ping Test results to www.google.co.uk

Have 3 speed tests been run at http://internet-speedtest.net/

Article ID: 150, Created On: 8/28/2014, Modified: 8/28/2014

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