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FTTC Checks: Difference between revisions
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Our control pages show graphs of the loss and latency on your line and will help you confirm there is a real problem rather than a local networking issue. It is also possible to run some BT line tests from the control pages as well if you wish. These can be seen by support staff later and can help diagnose the problem.
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==Step 1: Check Equipment==
We know it is obvious but please do check power is on to the [[FTTC Modem|Openreach modem]] and your router, that the modem is connected to the phone line, and that it actually has lights on. It is usually worth trying a simple power cycle (turn off, wait 30 seconds, turn on) to see if that clears a problem. This is not something that should be needed routinely, but always worth a try as the first step if you have a fault.
*PPPoE password = as supplied
If you login all ok, then the fault may be with the router that you are using. See: [[PPPoE on a Computer|help in setting up a PPPoE connection on a computer]].
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==Step 2: Check Phone Line==
It is possible that a phone line fault could be caused by some work on the line regarding the broadband service, such as a migration, could have caused a fault in the phone line. e.g., an openreach engineer in the exchange may have made a mistake which caused the phone line itself to break. Unfortunately, even in these cases, if the phone line is faulty then the phone line provider will still need to be contacted and a fault reported to them. If AAISP are the phone line provider then do get in touch, if the phone line provider is BT, then a fault can be reported [https://www.bt.com/faults online] or by calling them.
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==Step 3: Swap Shop==
If you have any spares of any of the relevant parts, try swapping them. If you don't have spares you will need to call us anyway, but it is worth checking cables are all plugged in firmly and trying turning equipment off and back on again. If there is equipment supplied as part of the service and you are not using it, then you should test with the supplied equipment.
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==Step
There are various tools and diagnostics that are available via the Control Pages, please see:
*[[CQM Graphs]]
These may help say whether the fault it likely to be at the customer side or the phone line side
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==Step 4b: Calling us==▼
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Once you call support we may ask you various questions and ask you to carry out tests. These should simply be things like plugging in or unplugging equipment, changing leads around, turning things off and on again, etc. They are not normally anything complicated or technical.
See our [http://aa.net.uk/contact.html Contact Page] for contact details. Out of hours you can SMS or connect to IRC.
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[[Category:FTTC Faults]]
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