BT WHOLESALE BROADBAND BT Wholesale

Copyright © BT Plc 2008 

Fault Clear Code Guide - Issue 1 

BT WHOLESALE 

BROADBAND 

Fault Clear Code Guide 

Issue 1 • July 2008 

BT Wholesale 

Page 1 of 12

CONTENTS 



CONTENTS 1 

CONTENTS 2 

1 INTRODUCTION 3 

2 FAULT CLEAR CODES 4 

3 ADDITIONAL INFORMATION 11 

4 DOCUMENT HISTORY 12 

Page 2 of 12

1 INTRODUCTION 



This guide has been designed to give Broadband Communication Providers 

(CPs) an overview of the fault clear codes used on DSL faults and reported 

via Broadband Customer Reporting (BBCR) and eCo. It can be used as a 

companion to existing training courses or as a reference following training. 

The design of this guide assumes that you have a working knowledge of 

BBCR and/or eCo. 

Full CBT training on BBCR functionality is available to users via the 

BTWholesale Customer Training System (details of how to gain access to this 

are included later in the document). 

BTWholesale also offer additional support on using BBCR via other Best 

Practice Guides. These can be located via the following link: - 

www.btwholesale.com/bestpracticeguides 

This information is provided for training purposes only and is subject to 

change by BT. 

Page 3 of 12

2 FAULT CLEAR CODES 

What is a Fault Clear Code? 



When a broadband End User Access fault is cleared a Fault Clear Code will 

be associated by the fault management system or by the BT Wholesale 

Service Management Centre (SMC). 

Available Fault Clear Codes 

The Fault Clear Codes for DSL are listed in the table below, together with a 

description of what the code means. 

Fault 

Clear 

Code 

Fault Clear Fault Detail Explanation 

C1 Customers 

Equipment Error or 

Misoperation; A 

End (Service 

Provider) 

C2 Fault found on 

customer sited non 

BT maintained 

equipment 

(Chargeable) 

056 - IP Service is Suspended by SP 

User barring (kill ppp) 

Auto-Diagnostics, no fault condition 

Circuit not yet provisioned /circuit ceased 

Circuit requires regrade/ regrade outstanding 

Duplicate 

Insufficient/incorrect EU verification/fault report 

details 

No response from Service Provider 

No BTW Fault Found, Voice affecting Line Fault 

identified please refer your customer to their 

voice Service Provider 

PSTN fault outstanding 

MSO related to SP managed equipment (e.g. 

L2TP HGR) 

Fault identified in SP configuration (e.g. HGR) 

Refer to long line letter on 

www.btwholesale.com/longlines 

SP misoperation has been identified 

BB Health Check (SFI) - Fault found on customer 

sited non BT maintained eqpt 

Communications 

Provider mishandling of 

the fault has been 

identified. 

The fault has been 

identified to either; exist 

within the CP domain or 

should not have been 

reported as a fault i.e. a 

circuit that is not yet 

provision or ceased, a 

duplicate report etc. 

A Special Fault 

Investigation (SFI) 

engineer has attended 

and discovered that the 

issue lies within the End 

Users domain. When 

the SFI engineer 

connects his/her own 

laptop or router to the 

master socket the 

broadband connection 

works as expected. 

Page 4 of 12

Fault 

Clear 

Code 




C3 Fault found on non 

BT wiring at the 

customer premises 

(Chargeable) 

C4 Fault proved to 

modem or router 

(Chargeable) 

C8 Line tested ok by 

BT engineer at 

customer premises 

(Chargeable) 

BB Health Check (SFI)- Fault found on non- 

BT wiring at the customer end user 

premises 

BB Health Check (SFI) - Fault proved to 

modem or router 

BB Health Check (SFI) - Line tested ok by 

BT engineer at customer premises 




and found the issue to 

be within the End Users 

domain. When the SFI 

engineer connects 

his/her own laptop or 

router to the master 

socket the broadband 

connection works as 

expected. The fault is 

confirmed to exist within 

the wiring in the End 

Users premises. 




and found the issue to 

be within the End Users 

domain. When the SFI 






expected. The engineer 

has identified the End 

Users modem or router 

to be the cause of the 

problem. 




and cannot identify a 

fault. When the SFI 






expected. 

Page 5 of 12

Fault 

Clear 

Code 




C7 Customers 

Equipment Error or 

Misoperation; B 

End (End User 

CPE) 

C9 BBHC REIN 

Internal 

(Chargeable) 

041 - EU using invalid login name/password 

042 - Rejected Login by SP 

133 - Check the entered fault condition, as the 

condition entered is only for QoS 

168 - Access refused - end user has no 

knowledge of fault report 

163 - End User confirmed fault report cancelled 

169 - End User CPE Powered Off 

161 - Fault cleared on (Non BT) user data 

equip./wiring 

162 - Fault cleared on Non BT Maintained PSTN 

Equipment 

726 - Customer Advised to Check Own 

Equipment 

695 - Fault Not Found 

651 - Fault cleared on Non BT Maintained PSTN 

Equipment 

Customer connected incompatible equipment 

End User Misoperation of Hardware or 

Installation of Software 

EU account mismanagement (e.g. password) 

Fault cleared on (Non BT) user data 

equip./wiring 

Non BT Maintained PSTN Equipment 

Fault found to be Interference from External 

Source 

Fault identified on customer data 

wiring/connections/filters(not remedied) 

Incorrectly installed or faulty micro filters(fault 

cleared on visit) 

EU Equipment/settings/drivers believed incorrect 

EU misoperation identified 

End User mishandling 

has been identified as 

the cause of the fault. 

The instances of end 

user mishandling can 

include; invalid 

username and 

password, CPE not 

connected correctly or 

turned on, incompatible 

CPE etc. 

BB Health Check (SFI) - REIN Internal A Special Fault 


engineer has identified 

that the fault is being 

caused by Repetitive 

Electrical Impulse Noise 

(REIN). REIN from 

electrical sources within 

the premises can 

interfere with broadband 

and cause fault 

conditions. 

Page 6 of 12

Fault 

Clear 

Code 




E4 ADSL Mux and 

Cabling; Core 

network including 

Serving Exchange 

F3 Fault Not Found; 

IP Network/SP 

Network 

Connection 

F4 Fault Not Found; 

Core Network 

including Serving 

Exchange 

F6 Fault Not Found; B 

End (End User Net 

Equip) 

G2 Uplift to network 

from exchange to 

NTE5 for 

Broadband use 

G3 No fault found 

following testing on 

the BT line 

G4 Broadband Fault 

not Found 

014 - End User to contact PSTN SP 

Fault cleared on exchange equipment 

015 - Line card replaced or reset 

Interleaving Switched OFF 

Interleaving Switched ON 

Signal to Noise Ratio Changed 

SNR Change & Interleaving ON 

SNR Change and Interleaving OFF 

Stable Rate Change 

MSO related to BT xDSL (e.g. MUX, Linecard) 

Engineering re-arranged to new port (lift & shift) 

Replaced Line card 

DataStream circuit re-mapped/incorrect VP 

Fault Cleared by BB&DN in Virtual Network 

(assisted by CSE) 

Reset line card/Port 

031 - FNF Following Exchange Investigation 



Fault seen but now DSL diagnostics show no 

fault condition 

FNF after Failed Retest 

TAM test shows connectivity OK 

BB Health Check (SFI) Uplift to network 

from exchange to NTE5 for Broadband use 

- (a change of pair of copper wires). 

A fault has been 

identified and cleared 

on the equipment within 

the end users local 

exchange. 

The fault could have 

been rectified by one of 

the reason listed 

opposite including; Line 

card replaced or reset, 

Interleaving Switched 

OFF/ON, Signal to 

Noise Ratio Changed 

etc. 

Fault diagnostics shows 

that the fault condition 

no longer exists, at the 

time the diagnostics 

were performed. 

Fault diagnostics shows 




were performed and 

investigations carried 

out. 

Fault diagnostics show 







engineer has changed 

the circuit route from the 

local exchange to the 

end users premises. 



engineer has been 

unable to identify a 

broadband fault. 



engineer has been 

unable to identify a 

broadband fault. 

Page 7 of 12

Fault 

Clear 

Code 




G5 Right When Tested 

service cannot be 

provided due to 

line loss limitations 

G6 BT maintained 

PSTN equipment 

at Customers 

Premises; B End 

(End Usr Net 

Equip) 

G8 Line tested ok 

following 

attendance by BT 

external engineer 

G9 BBHC REIN 

External 

H3 ATM/SDH network 

including OFF; IP 

Network/SP 

Network 

Connection 

H4 ATM/SDH network 

including OFF; 

Core Network 

Including Serving 

Exchange 



engineer has 

investigated the fault 

but the line is too long 

to support broadband. 

The Customer Service 

Engineer has cleared a 

fault on some BT 

maintained non 

broadband equipment. 

This faulty equipment 

was interfering with the 

broadband service. 

The fault has been 

investigated by a local 

network engineer and 

the line is testing as 

expected. No fault can 

be found by the 

engineer. 

BB Health Check (SFI) - REIN External A Special Fault 


engineer has identified 

that the fault is being 

caused by Repetitive 

Electrical Impulse Noise 

(REIN). REIN from 

external electrical 

sources outside the End 

Users premises can 

interfere with broadband 

and cause fault 

conditions. 

A fault within the BT 

Network was impacting 

the end users circuit, 

the fault has been 

resolved remotely and 

the end users fault has 

been cleared. 

The fault condition 

occurred as a result of 

planned engineering 

works (PEWs) or 

emergency 

maintenance works 

(EMUs). As a result the 

fault has been referred 

back to the CP. 

Page 8 of 12

Fault 

Clear 

Code 




M4 MDF jumpering in 

Serving Exchange; 

Core network 

including Serving 

Exchange 

R3 Right When 

Tested; IP 

Network/SP 

Network 

Connection 

R4 Right When 

Tested; Core 

Network including 

Serving Exchange 

R6 Right When 

Tested; B End 

(End User Net 

Equip) 

V6 Local network 

between Line side 

of MDF and 

BBNTE; B end 

(End User Net 

Equip) 

X6 Closure Requested 

By B2B 

044 - Fault cleared on exchange equipment 



041 - Protection Devices Repaired/Replaced 



042 - Repair/replaced jumpering 

Protection Devices Repaired/Replaced 

Provide jumpering, provision activity failed 

Repair/replaced jumpering 

153 - CSE proved RWT at end user premises 

154 - CSE proved RWT at end user premises 

253 - RWT (Not Visited) 

252 - RWT following co-op with Broadband 

Assurance 

254 - RWT following co-op with Broadband 

Assurance 

Diagnostics show no fault condition 

073 - Circuit testing OK for the reported 

symptoms 

024 - EU log in information indicates that fault 

can be closed 


identified on the end 

users local exchange 

equipment. As a result 

an engineer has 

repaired/replaced the 

jumpering onto the 

broadband DSLAM in 

the exchange. 

The fault diagnostics 

have shown that there 

is no fault condition 

existing on the end 

users broadband circuit. 

The diagnostics have 

been either performed 

remotely or by 

Customer Service 

Engineer. 

Fault diagnostics have 

shown that there is no 

fault condition impacting 

the end users 

broadband circuit, at the 



Fault diagnostics have 

shown that there is no 

fault condition impacting 

the end users 

broadband circuit, at the 




identified on the 

overhead/underground 

network between the 

end users premises and 

the local exchange. 

The Communications 

Provider (CP) has 

requested that the fault 

is to be closed before 

investigations have 

concluded and a clear 

code has been applied. 

Page 9 of 12

X8 Closure Requested 

By B2B 



The Communications 

Provider (CP) has 

requested that the fault 

is to be closed before 

investigations have 

concluded and a clear 

code has been applied. 

Page 10 of 12

3 ADDITIONAL INFORMATION 

The following e-learning courses are available: 

BBCR 



A suite of e-learning courses are available for BBCR users via the BT 

Wholesale Customer Training System. Full details of how to access this 

system can be found on www.btwholesale.com/customertraining. 

Alternatively please follow the instructions below: 

Go to www.btwholesale.com > Click on ‘Broadband’ from the ‘Communities’ 

area > Click on ‘Customer Training’. This page provides full details of how to 

apply for access to the system. If you already have access to the Customer 

Training System then click on ‘Customer Training Login’ from the ‘Related 

Links’ area. 

eCo Broadband 

e-learning can be downloaded for eCo Broadband Provision from 

www.btwholesale.com as follows: 

Go to www.btwholesale.com > Click on ‘Broadband’ from the ‘Communities’ 

area > Click on eCo Broadband > First from the Downloads section view the 

PDF file ‘eCo Broadband Training Simulation’ – this give instructions on how 

to install the CBT > Download the appropriate eCo Broadband Training 

Simulation ZIP file. 

(NOTE: To access this area you must be logged on to www.btwholesale.com 

and have access to the secured information in the Broadband Community. 

Your BT Account team will be able to advise on how to request access.) 

Page 11 of 12

4 DOCUMENT HISTORY 



This section provides a brief description of the changes between this issue 

and the previous issue. 

Issue Number Description Date 

Issue 1 First Issue July 2008 

Page 12 of 12

BT WHOLESALE BROADBAND BT Wholesale

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