Broadband Customer Service Faults - FAQs

Broadband Customer Service Faults - FAQs

Q. I would like some diagnostic assistance with an IP/Wholesale Broadband Connect (WBC) broadband fault. How do I contact you?

A. Before contacting us, please see the below guidance for faults on IP/WBC lines. If your question isn’t covered by this guidance then please contact us via E-Chat.

  • We are unable to provide diagnostic assistance online, so we will need you to perform the appropriate failed retest action. If your customer is still experiencing issues, please fail the retest and follow the next recommendations.

  • We are unable to move faults into queues for you so please do not request this. Missing out on diagnostics will only increase the time needed to resolve the issue.

  • If the fault condition has changed, you will need to re-run Knowledge Based Diagnostics (KBD) as there may now be a different outcome.

  • Did you know that on KBD codes RAD18, 21 and RAD24 and TAM11, 12, 13 and14, a circuit flex has been performed?

  • You need to wait 4 hours after a Customer Controlled Signal to Noise Ratio (CCSNR) Reset has been requested to see the results.

Q. I have placed a Special Fault Investigation (SFI) request for an IP/WBC broadband fault. How do I contact you?

A. Before contacting us, please view the below guidance for SFI appointments. If your question isn’t covered by this guidance then please contact us via E-Chat.

  • Please do not contact us during the appointment slot and please leave 3 hours after the end of the slot for notes to become available.

  • If Openreach are unable to attend the appointment, they will attempt to contact the end user to rebook an appointment.

  • If Openreach are unable to contact the end user, they will send a message for you to rebook an appointment.

  • Please check the trackers to check that you have an appointment confirmation.

  • If you need to amend or cancel an appointment, you can self-serve up to 9.00pm on the day before an appointment.