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 Intermittent 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: 167, Created On: 8/28/2014, Modified: 8/28/2014

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