Faults Handbook

Faults Handbook

Raising Faults

Fault Info

Technical Knowledge

Raising Faults

Select the fault which you are raising:

Fast Track Fault

(FTTC/SOGEA/ADSL)

FTTP

Charges Statement

XDSL

Damage Report

MSO

WLR3

Technical Knowledge

Fault Locations

Acronyms

Aa

Main Fault Locations

CE (customer environment)

CA (customer apparatus)

LN (local network)

CO (cabinet optic)

EO (exchange optic)EX (exchange)FU (frames unit)

LO (line optic)

Other:DT - Diagnostic testOK - Line test passCI - Configuration issue

DO (distribution optic - FTTP ONLY)

Acronyms

ADSL - Asymmetric Digital Subscriber Line AP - Access Point ATM - Asynchronous Transfer Mode BRAS - Broadband Remote Access Server BTO - BT Openreach BTW - BT Wholesale CA - Customer Apparatus CDF - Combined Distribution Frame CE - Customer End CHAP - Challenge Handshake Authentication Protocol CLI - Calling line Identifier CLT - Copper Line Test CP - Communications Provider CPE - Customer Premises Equipment Db - Decibel DECT - Digital Enhanced Cordless Communications DLM - Dynamic Line Management DP - Distribution Point DSL - Digital Subscriber Line DSLAM - Digital Subscriber Line Access Multiplex DV - Digital Voice ERD - Estimated Response Date EU - End User EX - Exchange FOC - Free of Charge FTTC - Fibre To The Cabinet FTTP - Fibre To The Premises FU - Frames Unit GB - GigaByte GEA - Generic Ethernet Access ICMP - Internet Control Message Protocol IMAP - Internet Message Access Protocol INP - Impulse Noise Protection

IP - Internet Protocol ISDN - Integrated Services Digital Network IT - Information Technology Kbps - Kilobytes per Second KCI - Keep Customer Informed LAN - Local Area Network LJU - Line Jack Unit LLU - Local Loop Unbundling LN - Local Network MB - MegaByte Mbps - Megabits per Second MDF - Main Distribution Frame MFL - Main Fault Location MSAN - Multi Service Access Node MSO - Major Service Outage MTU - Maximum transmission unit NAS - Network-Attached Storage NAT - Network Address Translation NFF - No Fault Found NGA - Next Generation Access NTE - Network Terminating Equipment OLT - Optical Light Terminal ONT - Optical Network Terminal PBX - Private Branch Exchange PCP - Primary Connection Point PEW - Planned Engineering Work POP3 - Post Office Protocol 3 PPP - Point to Point Protocol PPPoA - PPP over ATM PPPoE - PPP over Ethernet PSTN - Public Switched Telephone Network QLT - Quiet Line Test QoS - Quality of Service

RADIUS - Remote Authentication Dial-In User Service REIN - Repetitive Electrical Interference Noise RRT - Reactive Repair Tool SDSL - Synchronous Digital Subscriber Line SDWAN - Software Defined Wide Area Network SFI - Special Faults Investigator SIP - Session Initiation Protocol SNR - Signal to Noise Ratio SSID - Service Set Identifier TTB - TalkTalk Business VCI- Virtual Circuit Identifier VDSL - Very Fast Digital Subscriber Line VLAN - Virtual Local Area Network VOG - Voice Of God VoIP - Voice over IP VPI - Virtual Path Identifier WAN - Wide Area Network WBC - Wholesale Broadband Connect WBMC - Wholesale Broadband Management Connect Wi-Fi - Wireless Fidelity

Fault Info

Review Times

SLA

Expected Time Scales

TSC Tips

Fault Review Times

04:00 or 05:00 - Customer has emailed in.06:00 - Needs reviewing ASAP. Typically used by tech support if a customer is calling in chasing for more information.10:00 - Fault has been escalated.11:00 - General review time if the fault doesn't fall into another category.12:30 - Fault parked for closure.13:00 - Morning engineer appointment.16:00 - Afternoon engineer appointment.

To raise a damage report, simply raise your normal fault as per the other guides. Once done you can go back into the fault by clicking on the 'TSC' and edit the 'Nature of Damage' field to the relevant option then save.

MSO

If a customer's service is being impacted by an MSO you do not need to raise a fault.However, if the MSO were to continue past its estimated fix time then you can raise a fault so that a fault manager can contact Openreach for more information.In this case, simply raise the fault as per the other guides however you do not need to confirm charges or get any appointment times.Please note FMs can only contact the incidents team between 9am-5pm on weekdays.