How do I diagnose a fault?

BT have a set of checks which must be performed before we can even attempt to raise an issue on an ADSL line. So before calling through to technical support, if possible connect your router to the master telephone socket and remove any other equipment such as fax machines, sky boxes and alarms from the telephone line and follow the below guidelines.

                                               1 - DO YOU HAVE A DIAL TONE?

Yes - Proceed to section two
No - Replace filter, if this does not work call your local telephone provider

                                               2 - IS THE ROUTER/MODEM POWER LIGHT ON?

Yes - Proceed to section three
No - Check router/modem power cable / Replace router

                                               3 -IS ADSL/LINK LIGHT STABLE? 

Yes - Proceed to section four
No - If the light is off or flashing, reboot the router/modem. If this doesn't work, try with a known working router or modem. If this doesn't work then call technical support

                                               4 -IS YOUR ROUTER CONFIGURED CORRECTLY?
Yes - Call technical support
No - Please check your routers configuration against generic router settings below. If this does not resolve your problem call technical support.

Username - Your username provided
Password - Your password provided
VPI - 38
VCI - 0
Encapsulation type - VC MUX
Protocol - PPPoa
PPP Authentication - PAP or CHAP

                                              WHAT IF MY PROBLEM IS SLOW SPEED?

If you are reporting a slow speed issue on the ADSL "Max" products, please be aware that we can only raise faults with BT if they're consiStantly less than 288Kbps. You can perform a speed test, which will be recorded by the BT systems and can be used as evidence with BT for raising a fault, by browsing to ....

http://speedtester.bt.com

You will need to run several tests to obtain an accurate result.

How to report a fault?

If the results from the speed test confirm a slow speed then please report this directly to your internet provider. If your provider is Internet Central then please call us on 01782 667766 or go to helpdesk.netcentral.co.uk and raise a ticket.


What happens after I have reported my fault?

After reporting your fault to the technical support team it is then assigned to a trained engineer who will log and monitor your fault with BT.
Once the fault has been reported it can take up to four hours for BT to aknowledge the fault, during this time we cannot do anything to speed up the process.
Once BT have the fault in hand the diagnostics team will run a series of tests on the line depending on the fault raised.
BT then liase with ourselves via an online portal.
If a fault is found, an engineer is usually dispatched the same day to your local telephone exchange, however if a fault cannot be found an appointment is usually required and made for the next available engineer to attend the premises. A disclaimer form is needed from the customer, this is needed in the event that if the fault is with the customer's equipment i.e. router/modem and not with any BT equipment, then the customer accepts call out charges from BT.