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Fault reporting for IPStream

To escalate all faults we need the following details:

Description of fault
Alternative Number (mobile)
EU contact name


1. Is the router switched on?
2. Pick up one of your telephone handsets and listen for a few moments, what can you hear?
3. Look at the Broadband light on your router, what's it doing?
4. Try using a different router, does this fix the problem?

  • Reboot your router and computer
  • Connect your router to the hidden test socket
  • Replace the microfilter that your router connects to
  • Try using a different router
  • Try using a different telephone


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:


  • When your connection drops, what does the Broadband light on your router do?
  • When your connection drops, do you need to reboot your router to connect again?
  • Do you lose connection at specific times each day?
  • Does using your telephone affect your connection in any way?
    e.g. Does making or receiving calls cause the connection to drop?
  • What's the make and model of your broadband hardware (e.g. Thomson TG585v7)
  • Has anything has changed on your line or setup recently (such as Sky installation, new router, or any equipment changes)?



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:

1. Is the router switched on?
2. Pick up one of your telephone handsets and listen for a few moments, what can you hear?
3. Look at the Broadband light on your router, what's it doing?

if light is off or flashing
  • Reboot your router and computer
  • Please connect your router to the test socket
  • Replace the microfilter that your router connects to
  • Try using a different router

You'll also need to answer the following questions:

  • What's the make and model of your broadband hardware (e.g. Thomson TG585v7)
  • Has anything has changed on your line or setup recently (such as Sky installation, new router, or any equipment changes)?



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?

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://speedtest.btwholesale.com

Article ID: 151, Created On: 8/28/2014, Modified: 8/28/2014

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