Faults Handbook
helpdesk
Created on January 19, 2024
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Transcript
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.