Create Fault Report

When describing your fault, please enter as much information as possible in the description box. 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. The contact details held against the fault will default to those held against your BTWholesale.com profile. If the contact person for the fault is different to the one pre-populated on the screen, it is possible to select an alternative person by clicking on the Last Name arrow.

JARGONBUSTER

Maintenance Categories

There are a number of maintenance categories for the various BT Wholesale products. The maintenance categories are described in the table below, but please refer to the appropriate product hand-book to determine which applies to your service.

Maintenance Category 1	Premium Monitoring repair
Maintenance Category 2	2 Clock hours on 24*7 basis
Maintenance Category 3	5 Clock hours on 24*7 basis
Maintenance Category 4	20 Clock hours on 24*7 basis
Maintenance Category 5	40 Clock hours on 24*7 basis ex B Hol
Maintenance Category 6	5 Hrs btwn 8am & 5pm Mon - Sat ex B Hol
Maintenance Category 7	5 Hrs btwn 8am & 5pm Mon - Fri ex B Hol
Maintenance Category 8	9 Hrs btwn 8am & 5pm Mon - Fri ex B Hol
Maintenance Category 9	End next work day (8am - 5pm Mon - Sat)
Maintenance Category 10	Special Appointment
Maintenance Category 11	5 Clock hours on 247 basis or 48 Clock hours on 247 basis if Cable Link fault identified
Maintenance Category 12	24 Clock hours on 24*7 basis
Maintenance Category 13	5 Clock hours on 247 basis or 24 Clock hours on 247 basis if Copper MPF fault identified

Product Type

This is the product type of the asset that you wish to raise the fault against.

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.

First name/Last name

These fields enable you to nominate the contact for this fault. They will receive the automated/ manual progress updates during the repair activity.

Contact Phone Number / Contact Email Address

These fields shows the contact details of the person nominated as customer contact.

Update Frequency

Update Frequency indicates how frequently you will be automatically updated about the progression of your fault. Explanations for each option are given below, but please also refer to the section 'Fault Repair Clock - Suspension & Resumption'. N.B. For Broadband services, the only applicable update frequency is "On Status Change".

Fault Repair Clock - Suspension & Resumption

During the fault repair activity, there may be occasions when the BT clock recording the time to repair will be suspended, (e.g. whilst awaiting access to the customer site). These clock suspensions and subsequent resumptions will be notified to Customers as progress updates, except in the case where the preferred update mechanism is by phone.