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BT Wholesale Failed Retest

Speak to one of our diagnostic advisors:

Important information:
Sorry, we're no longer able to deal with flex VC queries.

Please ensure you check you need help with one of our Failed Retests scenarios before contacting our Failed Retest team. This information has been updated to clarify what is a valid contact and also provides some further guidance.

Before you eChat, please make sure that a fault is open and you have used the self-serve tools available i.e. Knowledge Based Diagnostics (KBD), port reset, port flex and ccSNR reset tool.

  • Failed Retest scenarios

    We've identified certain scenarios where we can add value over and above KBD. Please read the guidance below before contacting our Failed Retest team.

    Cross-jumper issues

    Where you suspect a cross-jumper is the cause of the issue. Typical example is a post migration failure.

    Profile changes / CCSNR

    We will only accept e-chat queries when the CCSNR request has been initiated but not completed within 4 hours.

    We will not accept queries on WBC (21CN) for stuck BRAS issues as there is an instant recalculation of the BRAS Profile after a new sync event (or router reboot).

    We will accept BRAS profile mismatch queries on 20 CN products as long as there is no pending change indicated on the additional information tab on KBD.

    We will not accept queries on KBD outcomes CC13 and CC14 as there is a profile change in progress.

    Stabilisation Period

    Where you have a No Sync or No Connection fault during the initial 10 day stabilisation.

    Possible port issue on the DSLAM/MSAN

    If you believe this is a possible port issue then BTW will complete further diagnostics in attempt to resolve the issue remotely or to determine the next appropriate action. i.e. TAM failure.

    Authentication Failures

    Where you believe the circuit mapping has been built incorrectly and you tried to flex the circuit and complete a port reset via self-serve. Typical Knowledge Based Diagnostic (KBD) outcome codes will include RADXX.

  • Unfortunately we do not take accept eChats on dropping connection (AN01/CD01), end user poor performance, lower threshold breaches, flex VC queries or slow throughput faults.

    There is an excellent service through the KBD diagnostic journey and as much as we'd like we cannot add any further value through an eChat.


At the end of each chat session you will be presented with a very short questionnaire. We'd really appreciate your feedback and comments to improve the eChat capability further, so we'd be grateful if you could complete this.

We hope you enjoy using eChat and look forward to your feedback.

eChat technical support

If you require technical support or experience an issue with the eChat system please contact the BT Wholesale Systems Support helpdesk on 0800 7835639 and select option 1. Please note that this number is for eChat system related enquiries only.

To use eChat you need:

  • Windows® 7, Vista, XP or 2000; Windows Server 2003 or 2008; or Mac OS X v10.4 or later
  • Internet Explorer® 6.0 or later, Mozilla® Firefox 3.0 or later or Safari™ 4.0 or later
  • Adobe® Flash 10 installed


Zero tolerance policy

BT Wholesale operates a zero tolerance policy regarding abusive behaviour towards our staff.This applies just as much to eChat as to telephone calls.

The use of inappropriate or abusive language may result in your chat session being terminated. Also, please note that all eChats are recorded.