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Copyright © <strong>BT</strong> Plc 2008<br />
Fault Clear Code Guide - Issue 1<br />
<strong>BT</strong> <strong>WHOLESALE</strong><br />
<strong>BROADBAND</strong><br />
Fault Clear Code Guide<br />
Issue 1 • July 2008<br />
<strong>BT</strong> <strong>Wholesale</strong><br />
Page 1 of 12
CONTENTS<br />
Copyright © <strong>BT</strong> Plc 2008<br />
Fault Clear Code Guide - Issue 1<br />
CONTENTS 1<br />
CONTENTS 2<br />
1 INTRODUCTION 3<br />
2 FAULT CLEAR CODES 4<br />
3 ADDITIONAL INFORMATION 11<br />
4 DOCUMENT HISTORY 12<br />
Page 2 of 12
1 INTRODUCTION<br />
Copyright © <strong>BT</strong> Plc 2008<br />
Fault Clear Code Guide - Issue 1<br />
This guide has been designed to give Broadband Communication Providers<br />
(CPs) an overview of the fault clear codes used on DSL faults and reported<br />
via Broadband Customer Reporting (BBCR) and eCo. It can be used as a<br />
companion to existing training courses or as a reference following training.<br />
The design of this guide assumes that you have a working knowledge of<br />
BBCR and/or eCo.<br />
Full C<strong>BT</strong> training on BBCR functionality is available to users via the<br />
<strong>BT</strong><strong>Wholesale</strong> Customer Training System (details of how to gain access to this<br />
are included later in the document).<br />
<strong>BT</strong><strong>Wholesale</strong> also offer additional support on using BBCR via other Best<br />
Practice Guides. These can be located via the following link: -<br />
www.btwholesale.com/bestpracticeguides<br />
This information is provided for training purposes only and is subject to<br />
change by <strong>BT</strong>.<br />
Page 3 of 12
2 FAULT CLEAR CODES<br />
What is a Fault Clear Code?<br />
Copyright © <strong>BT</strong> Plc 2008<br />
Fault Clear Code Guide - Issue 1<br />
When a broadband End User Access fault is cleared a Fault Clear Code will<br />
be associated by the fault management system or by the <strong>BT</strong> <strong>Wholesale</strong><br />
Service Management Centre (SMC).<br />
Available Fault Clear Codes<br />
The Fault Clear Codes for DSL are listed in the table below, together with a<br />
description of what the code means.<br />
Fault<br />
Clear<br />
Code<br />
Fault Clear Fault Detail Explanation<br />
C1 Customers<br />
Equipment Error or<br />
Misoperation; A<br />
End (Service<br />
Provider)<br />
C2 Fault found on<br />
customer sited non<br />
<strong>BT</strong> maintained<br />
equipment<br />
(Chargeable)<br />
056 - IP Service is Suspended by SP<br />
User barring (kill ppp)<br />
Auto-Diagnostics, no fault condition<br />
Circuit not yet provisioned /circuit ceased<br />
Circuit requires regrade/ regrade outstanding<br />
Duplicate<br />
Insufficient/incorrect EU verification/fault report<br />
details<br />
No response from Service Provider<br />
No <strong>BT</strong>W Fault Found, Voice affecting Line Fault<br />
identified please refer your customer to their<br />
voice Service Provider<br />
PSTN fault outstanding<br />
MSO related to SP managed equipment (e.g.<br />
L2TP HGR)<br />
Fault identified in SP configuration (e.g. HGR)<br />
Refer to long line letter on<br />
www.btwholesale.com/longlines<br />
SP misoperation has been identified<br />
BB Health Check (SFI) - Fault found on customer<br />
sited non <strong>BT</strong> maintained eqpt<br />
Communications<br />
Provider mishandling of<br />
the fault has been<br />
identified.<br />
The fault has been<br />
identified to either; exist<br />
within the CP domain or<br />
should not have been<br />
reported as a fault i.e. a<br />
circuit that is not yet<br />
provision or ceased, a<br />
duplicate report etc.<br />
A Special Fault<br />
Investigation (SFI)<br />
engineer has attended<br />
and discovered that the<br />
issue lies within the End<br />
Users domain. When<br />
the SFI engineer<br />
connects his/her own<br />
laptop or router to the<br />
master socket the<br />
broadband connection<br />
works as expected.<br />
Page 4 of 12
Fault<br />
Clear<br />
Code<br />
Copyright © <strong>BT</strong> Plc 2008<br />
Fault Clear Code Guide - Issue 1<br />
Fault Clear Fault Detail Explanation<br />
C3 Fault found on non<br />
<strong>BT</strong> wiring at the<br />
customer premises<br />
(Chargeable)<br />
C4 Fault proved to<br />
modem or router<br />
(Chargeable)<br />
C8 Line tested ok by<br />
<strong>BT</strong> engineer at<br />
customer premises<br />
(Chargeable)<br />
BB Health Check (SFI)- Fault found on non-<br />
<strong>BT</strong> wiring at the customer end user<br />
premises<br />
BB Health Check (SFI) - Fault proved to<br />
modem or router<br />
BB Health Check (SFI) - Line tested ok by<br />
<strong>BT</strong> engineer at customer premises<br />
A Special Fault<br />
Investigation (SFI)<br />
engineer has attended<br />
and found the issue to<br />
be within the End Users<br />
domain. When the SFI<br />
engineer connects<br />
his/her own laptop or<br />
router to the master<br />
socket the broadband<br />
connection works as<br />
expected. The fault is<br />
confirmed to exist within<br />
the wiring in the End<br />
Users premises.<br />
A Special Fault<br />
Investigation (SFI)<br />
engineer has attended<br />
and found the issue to<br />
be within the End Users<br />
domain. When the SFI<br />
engineer connects<br />
his/her own laptop or<br />
router to the master<br />
socket the broadband<br />
connection works as<br />
expected. The engineer<br />
has identified the End<br />
Users modem or router<br />
to be the cause of the<br />
problem.<br />
A Special Fault<br />
Investigation (SFI)<br />
engineer has attended<br />
and cannot identify a<br />
fault. When the SFI<br />
engineer connects<br />
his/her own laptop or<br />
router to the master<br />
socket the broadband<br />
connection works as<br />
expected.<br />
Page 5 of 12
Fault<br />
Clear<br />
Code<br />
Copyright © <strong>BT</strong> Plc 2008<br />
Fault Clear Code Guide - Issue 1<br />
Fault Clear Fault Detail Explanation<br />
C7 Customers<br />
Equipment Error or<br />
Misoperation; B<br />
End (End User<br />
CPE)<br />
C9 BBHC REIN<br />
Internal<br />
(Chargeable)<br />
041 - EU using invalid login name/password<br />
042 - Rejected Login by SP<br />
133 - Check the entered fault condition, as the<br />
condition entered is only for QoS<br />
168 - Access refused - end user has no<br />
knowledge of fault report<br />
163 - End User confirmed fault report cancelled<br />
169 - End User CPE Powered Off<br />
161 - Fault cleared on (Non <strong>BT</strong>) user data<br />
equip./wiring<br />
162 - Fault cleared on Non <strong>BT</strong> Maintained PSTN<br />
Equipment<br />
726 - Customer Advised to Check Own<br />
Equipment<br />
695 - Fault Not Found<br />
651 - Fault cleared on Non <strong>BT</strong> Maintained PSTN<br />
Equipment<br />
Customer connected incompatible equipment<br />
End User Misoperation of Hardware or<br />
Installation of Software<br />
EU account mismanagement (e.g. password)<br />
Fault cleared on (Non <strong>BT</strong>) user data<br />
equip./wiring<br />
Non <strong>BT</strong> Maintained PSTN Equipment<br />
Fault found to be Interference from External<br />
Source<br />
Fault identified on customer data<br />
wiring/connections/filters(not remedied)<br />
Incorrectly installed or faulty micro filters(fault<br />
cleared on visit)<br />
EU Equipment/settings/drivers believed incorrect<br />
EU misoperation identified<br />
End User mishandling<br />
has been identified as<br />
the cause of the fault.<br />
The instances of end<br />
user mishandling can<br />
include; invalid<br />
username and<br />
password, CPE not<br />
connected correctly or<br />
turned on, incompatible<br />
CPE etc.<br />
BB Health Check (SFI) - REIN Internal A Special Fault<br />
Investigation (SFI)<br />
engineer has identified<br />
that the fault is being<br />
caused by Repetitive<br />
Electrical Impulse Noise<br />
(REIN). REIN from<br />
electrical sources within<br />
the premises can<br />
interfere with broadband<br />
and cause fault<br />
conditions.<br />
Page 6 of 12
Fault<br />
Clear<br />
Code<br />
Copyright © <strong>BT</strong> Plc 2008<br />
Fault Clear Code Guide - Issue 1<br />
Fault Clear Fault Detail Explanation<br />
E4 ADSL Mux and<br />
Cabling; Core<br />
network including<br />
Serving Exchange<br />
F3 Fault Not Found;<br />
IP Network/SP<br />
Network<br />
Connection<br />
F4 Fault Not Found;<br />
Core Network<br />
including Serving<br />
Exchange<br />
F6 Fault Not Found; B<br />
End (End User Net<br />
Equip)<br />
G2 Uplift to network<br />
from exchange to<br />
NTE5 for<br />
Broadband use<br />
G3 No fault found<br />
following testing on<br />
the <strong>BT</strong> line<br />
G4 Broadband Fault<br />
not Found<br />
014 - End User to contact PSTN SP<br />
Fault cleared on exchange equipment<br />
015 - Line card replaced or reset<br />
Interleaving Switched OFF<br />
Interleaving Switched ON<br />
Signal to Noise Ratio Changed<br />
SNR Change & Interleaving ON<br />
SNR Change and Interleaving OFF<br />
Stable Rate Change<br />
MSO related to <strong>BT</strong> xDSL (e.g. MUX, Linecard)<br />
Engineering re-arranged to new port (lift & shift)<br />
Replaced Line card<br />
DataStream circuit re-mapped/incorrect VP<br />
Fault Cleared by BB&DN in Virtual Network<br />
(assisted by CSE)<br />
Reset line card/Port<br />
031 - FNF Following Exchange Investigation<br />
035 - FNF Following Exchange Investigation<br />
038 - FNF Following Exchange Investigation<br />
Fault seen but now DSL diagnostics show no<br />
fault condition<br />
FNF after Failed Retest<br />
TAM test shows connectivity OK<br />
BB Health Check (SFI) Uplift to network<br />
from exchange to NTE5 for Broadband use<br />
- (a change of pair of copper wires).<br />
A fault has been<br />
identified and cleared<br />
on the equipment within<br />
the end users local<br />
exchange.<br />
The fault could have<br />
been rectified by one of<br />
the reason listed<br />
opposite including; Line<br />
card replaced or reset,<br />
Interleaving Switched<br />
OFF/ON, Signal to<br />
Noise Ratio Changed<br />
etc.<br />
Fault diagnostics shows<br />
that the fault condition<br />
no longer exists, at the<br />
time the diagnostics<br />
were performed.<br />
Fault diagnostics shows<br />
that the fault condition<br />
no longer exists, at the<br />
time the diagnostics<br />
were performed and<br />
investigations carried<br />
out.<br />
Fault diagnostics show<br />
that the fault condition<br />
no longer exists, at the<br />
time the diagnostics<br />
were performed.<br />
A Special Fault<br />
Investigation (SFI)<br />
engineer has changed<br />
the circuit route from the<br />
local exchange to the<br />
end users premises.<br />
A Special Fault<br />
Investigation (SFI)<br />
engineer has been<br />
unable to identify a<br />
broadband fault.<br />
A Special Fault<br />
Investigation (SFI)<br />
engineer has been<br />
unable to identify a<br />
broadband fault.<br />
Page 7 of 12
Fault<br />
Clear<br />
Code<br />
Copyright © <strong>BT</strong> Plc 2008<br />
Fault Clear Code Guide - Issue 1<br />
Fault Clear Fault Detail Explanation<br />
G5 Right When Tested<br />
service cannot be<br />
provided due to<br />
line loss limitations<br />
G6 <strong>BT</strong> maintained<br />
PSTN equipment<br />
at Customers<br />
Premises; B End<br />
(End Usr Net<br />
Equip)<br />
G8 Line tested ok<br />
following<br />
attendance by <strong>BT</strong><br />
external engineer<br />
G9 BBHC REIN<br />
External<br />
H3 ATM/SDH network<br />
including OFF; IP<br />
Network/SP<br />
Network<br />
Connection<br />
H4 ATM/SDH network<br />
including OFF;<br />
Core Network<br />
Including Serving<br />
Exchange<br />
A Special Fault<br />
Investigation (SFI)<br />
engineer has<br />
investigated the fault<br />
but the line is too long<br />
to support broadband.<br />
The Customer Service<br />
Engineer has cleared a<br />
fault on some <strong>BT</strong><br />
maintained non<br />
broadband equipment.<br />
This faulty equipment<br />
was interfering with the<br />
broadband service.<br />
The fault has been<br />
investigated by a local<br />
network engineer and<br />
the line is testing as<br />
expected. No fault can<br />
be found by the<br />
engineer.<br />
BB Health Check (SFI) - REIN External A Special Fault<br />
Investigation (SFI)<br />
engineer has identified<br />
that the fault is being<br />
caused by Repetitive<br />
Electrical Impulse Noise<br />
(REIN). REIN from<br />
external electrical<br />
sources outside the End<br />
Users premises can<br />
interfere with broadband<br />
and cause fault<br />
conditions.<br />
A fault within the <strong>BT</strong><br />
Network was impacting<br />
the end users circuit,<br />
the fault has been<br />
resolved remotely and<br />
the end users fault has<br />
been cleared.<br />
The fault condition<br />
occurred as a result of<br />
planned engineering<br />
works (PEWs) or<br />
emergency<br />
maintenance works<br />
(EMUs). As a result the<br />
fault has been referred<br />
back to the CP.<br />
Page 8 of 12
Fault<br />
Clear<br />
Code<br />
Copyright © <strong>BT</strong> Plc 2008<br />
Fault Clear Code Guide - Issue 1<br />
Fault Clear Fault Detail Explanation<br />
M4 MDF jumpering in<br />
Serving Exchange;<br />
Core network<br />
including Serving<br />
Exchange<br />
R3 Right When<br />
Tested; IP<br />
Network/SP<br />
Network<br />
Connection<br />
R4 Right When<br />
Tested; Core<br />
Network including<br />
Serving Exchange<br />
R6 Right When<br />
Tested; B End<br />
(End User Net<br />
Equip)<br />
V6 Local network<br />
between Line side<br />
of MDF and<br />
BBNTE; B end<br />
(End User Net<br />
Equip)<br />
X6 Closure Requested<br />
By B2B<br />
044 - Fault cleared on exchange equipment<br />
045 - Fault cleared on exchange equipment<br />
046 - Fault cleared on exchange equipment<br />
041 - Protection Devices Repaired/Replaced<br />
411 - Protection Devices Repaired/Replaced<br />
412 - Protection Devices Repaired/Replaced<br />
042 - Repair/replaced jumpering<br />
Protection Devices Repaired/Replaced<br />
Provide jumpering, provision activity failed<br />
Repair/replaced jumpering<br />
153 - CSE proved RWT at end user premises<br />
154 - CSE proved RWT at end user premises<br />
253 - RWT (Not Visited)<br />
252 - RWT following co-op with Broadband<br />
Assurance<br />
254 - RWT following co-op with Broadband<br />
Assurance<br />
Diagnostics show no fault condition<br />
073 - Circuit testing OK for the reported<br />
symptoms<br />
024 - EU log in information indicates that fault<br />
can be closed<br />
A fault has been<br />
identified on the end<br />
users local exchange<br />
equipment. As a result<br />
an engineer has<br />
repaired/replaced the<br />
jumpering onto the<br />
broadband DSLAM in<br />
the exchange.<br />
The fault diagnostics<br />
have shown that there<br />
is no fault condition<br />
existing on the end<br />
users broadband circuit.<br />
The diagnostics have<br />
been either performed<br />
remotely or by<br />
Customer Service<br />
Engineer.<br />
Fault diagnostics have<br />
shown that there is no<br />
fault condition impacting<br />
the end users<br />
broadband circuit, at the<br />
time the diagnostics<br />
were performed.<br />
Fault diagnostics have<br />
shown that there is no<br />
fault condition impacting<br />
the end users<br />
broadband circuit, at the<br />
time the diagnostics<br />
were performed.<br />
A fault has been<br />
identified on the<br />
overhead/underground<br />
network between the<br />
end users premises and<br />
the local exchange.<br />
The Communications<br />
Provider (CP) has<br />
requested that the fault<br />
is to be closed before<br />
investigations have<br />
concluded and a clear<br />
code has been applied.<br />
Page 9 of 12
X8 Closure Requested<br />
By B2B<br />
Copyright © <strong>BT</strong> Plc 2008<br />
Fault Clear Code Guide - Issue 1<br />
The Communications<br />
Provider (CP) has<br />
requested that the fault<br />
is to be closed before<br />
investigations have<br />
concluded and a clear<br />
code has been applied.<br />
Page 10 of 12
3 ADDITIONAL INFORMATION<br />
The following e-learning courses are available:<br />
BBCR<br />
Copyright © <strong>BT</strong> Plc 2008<br />
Fault Clear Code Guide - Issue 1<br />
A suite of e-learning courses are available for BBCR users via the <strong>BT</strong><br />
<strong>Wholesale</strong> Customer Training System. Full details of how to access this<br />
system can be found on www.btwholesale.com/customertraining.<br />
Alternatively please follow the instructions below:<br />
Go to www.btwholesale.com > Click on ‘Broadband’ from the ‘Communities’<br />
area > Click on ‘Customer Training’. This page provides full details of how to<br />
apply for access to the system. If you already have access to the Customer<br />
Training System then click on ‘Customer Training Login’ from the ‘Related<br />
Links’ area.<br />
eCo Broadband<br />
e-learning can be downloaded for eCo Broadband Provision from<br />
www.btwholesale.com as follows:<br />
Go to www.btwholesale.com > Click on ‘Broadband’ from the ‘Communities’<br />
area > Click on eCo Broadband > First from the Downloads section view the<br />
PDF file ‘eCo Broadband Training Simulation’ – this give instructions on how<br />
to install the C<strong>BT</strong> > Download the appropriate eCo Broadband Training<br />
Simulation ZIP file.<br />
(NOTE: To access this area you must be logged on to www.btwholesale.com<br />
and have access to the secured information in the Broadband Community.<br />
Your <strong>BT</strong> Account team will be able to advise on how to request access.)<br />
Page 11 of 12
4 DOCUMENT HISTORY<br />
Copyright © <strong>BT</strong> Plc 2008<br />
Fault Clear Code Guide - Issue 1<br />
This section provides a brief description of the changes between this issue<br />
and the previous issue.<br />
Issue Number Description Date<br />
Issue 1 First Issue July 2008<br />
Page 12 of 12