Check the number or text again
Try using alternate reference number
Order number example: OR324052835003
Fault number example: FT324052835003
Product reference example: IHETW323
Step : Help us understand the problem
You will be asked some questions about the service.
Do you require a reason for outage?
Send data files to help us diagnose your fault better e.g perform logs
Email our Operations team: 21cn.private.wire.repair@bt.com
(if you can, please add 'Service Id' in the subject line)
Step : Tell us where the problem is occurring.
Which site is affected by this fault? *
Understanding which other sites might be affected by this fault will help us to diagnose the issue quicker
Where are you experiencing the problem? *
Where do you think the fault is occurring? If you’re not sure, please select both ends.
Step : Carry out checks on your equipment
Logical configuration check:
Please perform these checks at the site where you are experiencing the problem. This is how your Etherflow is configured on our systems.
Physical connection: Checking your equipment
Please perform these checks at the site where you are experiencing the problem
Checks on your service
Please tell us more about how you have your own service set up physically (Optional):
Warning: Failure to carry out these checks may delay fault progressions and the customer may incur charges if the fault is proved to the customer's equipment or power.
Step : Provide intrusive testing consent
Intrusive testing consent *
We'll need to perform intrusive tests to further diagnose the fault. Please confirm when we can run intrusive tests on your service whenever needed.
Run intrusive testing at any time on this service
I'd like to specify when you can run intrusive tests on this service
I don't want any intrusive testing on this service
Intrusive testing consent *
Please tell us the name of the person who has authorised intrusive testing.
First name:
Last name:
Contact number:
When can we perform intrusive testing? *
Step : Provide site contact and access details
Site contacts
If necessary, please tell us who we need to contact to gain access to the customer's site.
Warning: If site contact and access details are incorrect, this may delay the repair of your fault and you may incur aborted visit charges.
Edit contact details
Contact Details
Please enter a valid first name
Please enter a valid last name
Please enter a valid company name
Please enter a valid preferred number
Please enter a valid contact number
Please fill in all required fields.
*Mandatory fields
A-End access details *
Or...
B-End access details *
Or...
Warning: Failure to provide accurate site access details may delay the fault progression and the customer may incur additional aborted visit charges.
Step : Please provide any hazard or access notes that may relate to each end
Do you have any important notes to add?
Notes
Please add notes to inform us of any hazards at the site that we should be aware of, any important information relating to site access availability, or any necessary special arrangements.
You can add notes relating to any hazards at the site that we should be aware of, any important information relating to site access availability, or any necessary special arrangements.
Tell us details on how the engineer can gain access to the site.
Tell us details of any hazard at the site e.g. asbestos
You can add notes relating to any hazards at the site that we should be aware of, any important information relating to site access availability, or any necessary special arrangements.
Tell us details on how the engineer can gain access to the site.
Tell us details of any hazard at the site e.g. asbestos
You can add notes relating to any hazards at the site that we should be aware of, any important information relating to site access availability, or any necessary special arrangements.
Tell us details on how the engineer can gain access to the site.
Tell us details of any hazard at the site e.g. asbestos
You can add notes relating to any hazards at the site that we should be aware of, any important information relating to site access availability, or any necessary special arrangements.
Tell us details on how the engineer can gain access to the site.
Tell us details of any hazard at the site e.g. asbestos
You can add notes relating to any hazards at the site that we should be aware of, any important information relating to site access availability, or any necessary special arrangements.
Tell us details on how the engineer can gain access to the site.
Tell us details of any hazard at the site e.g. asbestos
You can add notes relating to any hazards at the site that we should be aware of, any important information relating to site access availability, or any necessary special arrangements.
Tell us details on how the engineer can gain access to the site.
Tell us details of any hazard at the site e.g. asbestos
Step : Please provide details on who we should keep updated on your fault
Keeping me informed
Contact details
Please tell us who we need to keep informed on any updates related to your fault.
| Contact | First name | Last name | Email address | Preferred contact number | Other contact number | Edit | Remove |
|---|
Contact details
You'll be able to track the progess of your fault using Business Zone. However, if you would like us to keep you informed in other ways, such as via email please tell us.
Create new contact
Add existing contact
You can select a contact you have used previously, or create a new contact if they are not already listed.
Note:If your contact is already in the database, click 'Add existing contact' and add them from there.
Please enter a valid name
Please enter a valid last name
Please enter a valid email address
Please enter a valid contact number
Please enter a valid contact number
Please fill in all required fields.
*Mandatory fields
| First name | Last name | Email address | Preferred contact number | Other contact number |
|---|
No records found!
Please enter valid last name to search
Edit contact
Please enter a valid email address
Please enter a valid contact number
Please enter a valid other contact number
Please fill in all required fields.
*Mandatory Fields
Give your fault a reference so you can easily identify it (Optional)
Warning: If a fault is found with your equipment or setup, you may incur additional charges.
Please wait: it will take around 30 seconds to share the fault reference ID
Thanks, your fault has been submitted.
Thank you for raising your fault. Here's the fault reference:
See our online user guide to help you track your fault.
For more information, visit our ethernet Fault FAQs
Your fault submission is in progress
We have submitted the fault to downstream systems and are awaiting a response. After few minutes you will be able to check your fault on our Repairs & Faults page
For more information, visit our Ethernet Fault FAQ's