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: 168, Created On: 8/28/2014, Modified: 8/28/2014

Comments (0)