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| Faults Search Results |
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| Question |
| What are the care levels available for various BTwholesale products? |
 | | Answers |
| For care level description of specific product, please refer appropriate product hand-book. |
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| New search |
| Performs a search on one specific account. |
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| JARGONBUSTER |
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| Search all accounts |
| Performs a search on all listed accounts. |
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| Your reference |
| The reference number that you assign to a particular fault placed with BT. |
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| BT reference |
| The reference number specified by BT for a particular fault. This will usually take the format of 1-2222222. |
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| Line/service ID |
| This is the telephone or service ID that the fault relates to. Line/service ID searches should not include spaces i.e. should be entered as 02071111111 or ETHC12345678 or CCSV 12345678. |
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| Date reported |
| The date that the fault was reported to BT. |
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| Status |
| Each fault will have a status of ‘Open’ or ‘Closed’. |
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| Account name |
| This is the name of the particular account and corresponding faults that you have permission to view. The named account represents a grouping of your organisation's Legal Entities. |
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| BT reference number |
| When you have reported a fault and it has been raised on our back-end system, we allocate a BT reference number. This will be made up of a series of numbers and letters. We will use to identify the fault in our system and to ensure that it is cleared. |
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| Description |
| A description of the symptoms of the fault, along with any other relevant information. |
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| Clear date |
| This is the date the fault was cleared/fixed on our back-end system. |
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| Clear code description |
| This describes where the fault occurred. |
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| Clear code action |
| This is a description of the resolution that was taken to clear the fault. |
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| Fault contact details |
| The contact details for the person within your organisation whom BT should contact with updates on your fault. You can view the contact name and contact telephone number. |
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| Site details |
| The site details indicate the location where this fault has occurred. |
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| Notes |
| If your BT Service Team need to send you a specific note relating to your fault, this information will appear in this section of the page. However the majority of information will appear in the Updates section.
If you have run a line test and submitted your fault online through the Fault Placement & Diagnostics service, you will be able to access the line test information and your responses to the troubleshooting questions. Click on ‘show more’ to access this information in full. Please note that this information will have been submitted under the USER BOAT ID of #BTCOM00. |
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| Appointment required flag |
| The Appointment required flag indicates the time period until your initial appointment date with a BT Engineer. The Appointment required flag will be blank if no fault was found during the Line Test or if the fault lies with your apparatus. In these cases, where appropriate, an Engineer will contact you directly to arrange an appointment. |
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| BES ID |
| Back End System ID – An internal BT reference used to identify the fault within BT’s internal systems. |
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| Line Test Result |
| There are 3 main types of Line Test results which you will be shown in the Notes area:
- Fault not found on Line: This will have the value of "OK" and will show that no fault was found during the Line Test.
- Fault found with Equipment: This will be shown by a "CA" code. This indicates that the fault lies with your apparatus. If the apparatus is maintained by BT, we will contact you to arrange an appointment to examine your equipment. If the equipment is provided by another supplier, you will be asked to contact them directly to arrange an inspection.
- Fault found with Network or Exchange: A "DT" code shows that further investigation is being undertaken by BT to determine the cause of your fault. A "CE", "EX", "LN" or "LE" code shows that there is a fault with either your Network or your Exchange. In each of these cases you will be contacted to arrange and appointment for a BT Engineer to examine your Local/Central Network or Exchange. |
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| Updates |
| There are a number of activities that are undertaken when resolving your fault. As the job progresses, key activities and information will appear in this section of the page. |
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| Query/question |
| If you would like to raise a query against your fault, you can click on ‘new query’ at the base of the page, which submits your query to BT. |
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| Downloads |
| We are currently making enhancements to the download capability. Whilst we are working on this it unfortunately means that downloads are unavailable. We will notify you as soon as this is available.
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