Ethernet Faults Faqs

My order has just been provided but it’s not working. What do I need to do?

First, contact your Single Point of Contact (SPOC) for provision - it may be that the Provision Team that supplied your order can help you. If they can't resolve the issue, perform the End User and CP checks as described in your user guide.

If this doesn't fix the problem, head to My BT Wholesale to diagnose and, if necessary, raise a fault ticket so we can investigate further.

There’s an LED flashing on my equipment, what do I do?

Most LEDs are just there as a guide, so there may not be anything wrong with your equipment. The first step should be to perform End User and CP checks as laid out in your user guide.

If you're unable to identify an issue this way, head to My BT Wholesale to further diagnose and raise a fault ticket, so we can investigate. You'll need to give us as much information as possible, explaining accurately and clearly the symptoms of the problem you're experiencing. Once we receive your ticket, we'll diagnose the problem and resolve.

I think I have an Ethernet fault, what do I do?

Before raising a fault with BT Wholesale, you need to carry out an initial diagnostic test on your equipment. Details on how to do this can be found in section 4a of your Customer Service Plan.

If you're unable to identify a problem, head to My BT Wholesale to diagnose further.

What diagnostic/faults tools are available?
A list of all diagnostic tools can be found in section 4a of your Customer Service Plan.
 

How do I get access to the faulting systems?
Information on how to access faulting systems can be found in section 4a of your Customer Service Plan.
 

What checks do I need to do before I raise a fault?
Before raising a fault ticket with BT Wholesale, you'll need to carry out the following checks.

- Check that the BT equipment is powered
- Check your equipment is powered
- Check that your equipment is connected to the BT circuit correctly
- Check that your equipment is configured as per your service order

Details on how to do this can be found in section 4a of your Customer Service Plan.

If you do need to report a fault, please ensure you have full access details available to include in your ticket, so we can access and diagnose your issue as quickly as possible.

How do I diagnose a fault?
You can diagnose faults in your equipment or setup using the diagnostic tools available on My BT Wholesale. Further details of the diagnostic tools can be found in section 4a of your Customer Service Plan.

Please make sure there is no power interruption to BT MEAS or ADVA equipment while diagnostics are running, as this could cause hardware and software faults that would lead to delays in the restoration of your service.

What should I do if diagnostics returns ‘No Fault Found’?
Make sure you've completed all the relevant circuit checks - it may be worth running through your checklist a second time, to double-check for faults. If you still believe the issue lies with BT, head to My BT Wholesale to further diagnose.

Please be aware that charges will be raised for an engineer visit where no BT fault is found.

How do I raise a fault?
To raise an Ethernet fault, you'll need to first perform diagnostics against the circuit. If an issue has been found, you might want to raise a fault.

There's a number of ways you can do this. You can search for the Etherflow circuit (with service reference pre-fixed with ETHC) on Business Zone. Select the 'Raise a Fault' option on the actions dropdown on the Quick view. Follow the instructions and raise your fault.
 

What identifier do I use to raise a fault?
Faults should be raised against the Etherflow circuit, which begins ETHC.

What is a Major Service Outage and how does it affect my service?
An MSO is a fault affecting lots of circuits at the same time. The impact on your service and the time taken to resolve can vary greatly depending on the situation.
 

How do I check if there’s a Major Service Outage?
When diagnosing a fault via Eco Plus, you'll receive a notification if there is an MSO in your area.
 

What is a planned network change notification  and how does it affect my service?
Planned network outages are usually part of planned engineering works. These form an important part of maintaining our network, and in many cases shouldn't impact your service. More details can be found in section 6 of your Customer Service Plan.
 

How do I check if there’s a planned network outage?
We'll notify you if there's a planned network outage that will affect you.

What happens if an Engineer visit is required?
An engineer will visit the site of the faulty equipment during the access times provided when you raised the fault. We'll let you know via the Eco Plus portal when the engineer is due to arrive.
 

There was a missed engineer appointment, what happens now?
If nobody is available to receive the engineer during the times you provided when raising the fault, then a No Access charge will be raised and the engineer visit suspended until you can provide us with a new time. You can add this directly via Eco Plus. Any time lost due to lack of access will not be considered part of our response time.
 

The engineer was delayed  or couldn’t get access, what do I do?
If an engineer is delayed, we'll endeavour to give you advance notice via Eco Plus. If we need to reschedule, we'll make sure it's within the access times you gave when submitting the fault.

If access is not available during the times you provided when raising the fault, then a No Access charge will be raised and the fault suspended until you can provide us with new access details. You can add these directly via Eco Plus. Any time lost due to lack of access will not be considered part of our response time.

What is a Joint Meet and how does it work?
BT Wholesale can request a technical or non-technical Joint Meet with engineers to help to resolve a fault.

For a technical Joint Meet, you'll need to arrange for one of your engineers to meet a BT engineer at the location of the faulty equipment. You'll need to provide us with a date and time, and the name and number of your engineer for the Joint Meet.

For a non-technical Joint Meet, you would need to provide a date and time, and the name and number of a site contact who can allow a BT engineer access to BT equipment.

You can also request a technical Joint Meet with BT if BT has proven there is no fault with the BT network but you still believe the fault lies with us. All requests can be made or viewed on Eco Plus.

How long should it take to fix a fault?
While every fault will vary, BT Wholesale aims to respond to your fault within a certain timeframe depending on your contracted service level:

STANDARDCARE: Normal working day repair, 0800-1700 Monday to Friday (excluding Public/Bank Holidays).

BT Wholesale aims to respond to a fault report by the end of the next working day.  Work will be carried out during working hours only.

PROMPTCARE: Quick Response, 0800-1700 Monday to Saturday (excluding Public/Bank Holidays). 

BT will respond within 4 working hours of receipt of a fault.

TOTALCARE: Quick Response, 24 hours a day, 7 days a week (including Public/Bank Holidays). 

BT will respond within 4 hours of receipt of a fault.

How do I check the progress of a fault?
Regular updates are provided on Eco Plus.
 

How often should I receive an update?
We aim to provide two hourly updates on the portal where possible. The portal will also let you know when the next update is due.
 

There isn’t an update on my fault, what do I do?
You can request an update directly via Eco Plus. We'll aim to respond to your request within 2 hours.

How do I escalate a fault?
Details on escalating a fault report can be found in section 4b of your Customer Service Plan.

My fault has been cleared but there’s still a fault, what should I do?
If the fault has not been resolved and you believe the issue lies with BT, then reject the 'clear' notification on Eco Plus. This will send the case back to diagnostics for retesting.