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| Diagnose/report fault |
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| ONLINE TEST RESULTS |
 | | Once the line test has been completed, you will be presented with the test results. The test start date and time, test completion date and time and test outcome is shown. These results will help to isolate where your fault is actually occurring. You will be promoted with what action you should take. Please follow the onscreen instructions under the Diagnostic Summary section. |
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| PLACING FAULTS |
| | The diagnostic questions that you are asked are designed to gather as much information as possible about your fault. This will help to ensure that your fault is resolved as quickly as possible.
Please answer the questions as accurately as possible, selecting Not Known if you do not have the requisite information. Use the next button to navigate between questions. |
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| Question |
| Having clicked on the diagnose/report fault button, how should I proceed to test and place the fault? |
| | Answers |
| Click on the authenticate button to conduct an alarm check against your circuit. |
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| Question |
| How do I work through the diagnostic process? |
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| First you should read the alarm information on this page. You will be informed which option to then select from the Action pick list. Click the Next button to perform your selected action. |
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| Question |
| What fault information will be displayed? |
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| It is a positive or negative result from a service diagnostic test that will be displayed. A negative result will indicate a likely fault, and a positive result will indicate that at first assessment a fault is not detected. |
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| Question |
| How can I keep track of this fault? |
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| You have full visibility of your faults on BTWholesale.com using our tracking service. On BTWholesale.com, you can track faults placed online as well as faults placed through your BT Service Team. Make a note of the Trouble Ticket number (same as the BT Reference in the format of 1-2222222) which you can query by within Fault Tracking.
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| Question |
| What should I type in as my Customer Reference? |
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| In the Customer Reference field, please enter an easy to remember number. This could be a company reference or a code that is meaningful to you and your colleagues. We suggest that you note down your fault reference as this will enable you to track your fault easily through our fault tracking area. |
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| Customer Name |
| This is the name of the particular account that you have permission to view. The named account represents a grouping of your organisation's Legal Entities. |
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| JARGONBUSTER |
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| Service Reference |
| This is the telephone or service ID that the fault relates to.
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| Product |
| This is the product type of the asset that you wish to raise the fault against. This field will always be blank and will only be populated once you progress. |
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