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This is the support site for Andrews & Arnold Ltd, a UK Internet provider. Information on these pages is generally for our customers but may be useful to others, enjoy!

FTTC Checks: Difference between revisions

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Andy (talk | contribs)
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m Test socket applies for FTTC too so I've added this step
Reedy (talk | contribs)
editor
706 edits
clean up, typos fixed: a underlying → an underlying (2)
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== Step 2a: Check Phone Line (Andrews & Arnold line) ==
== Step 2a: Check Phone Line (Andrews & Arnold line) ==
Do the following <b> only if you pay us for your telephone line rental</b>.
Do the following ''' only if you pay us for your telephone line rental'''.
#Connect a normal telephone to the line and confirm you get dial tone.
#Connect a normal telephone to the line and confirm you get dial tone.
#Lift the handset. You should hear an Andrews and Arnold pre-recorded message. listen for any crackles, pops, clicks, etc.
#Lift the handset. You should hear an Andrews and Arnold pre-recorded message. listen for any crackles, pops, clicks, etc.
If you find a problem with the phone line in any way then you need to report to us. The phone line has to be fixed and working before any broadband fault can be addressed. Fixing a underlying phone line issue usually resolves any broadband issues you may be experiencing.
If you find a problem with the phone line in any way then you need to report to us. The phone line has to be fixed and working before any broadband fault can be addressed. Fixing an underlying phone line issue usually resolves any broadband issues you may be experiencing.


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. If your line has recently been migrated to us, we may need to check that no damage was inflicted to your line in the process.
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. If your line has recently been migrated to us, we may need to check that no damage was inflicted to your line in the process.
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==Step 2b: Check Phone Line (3rd Party Line) ==
==Step 2b: Check Phone Line (3rd Party Line) ==
Do the following <b>if you pay someone else telephone line rental</b>.
Do the following '''if you pay someone else telephone line rental'''.
#Connect a normal telephone to the line and confirm you get dial tone.
#Connect a normal telephone to the line and confirm you get dial tone.
#Dial 17070 from the phone - this reads back the phone number. Check this is the right number for your broadband (i.e. you have found the right phone line).
#Dial 17070 from the phone - this reads back the phone number. Check this is the right number for your broadband (i.e. you have found the right phone line).
#Key 2 for option 2 which is a quiet line test and listen for any crackles, pops, clicks, etc.
#Key 2 for option 2 which is a quiet line test and listen for any crackles, pops, clicks, etc.
If you find a problem with the phone line in any way then you need to report to your telephone service provider. The phone line has to be fixed and working before any broadband fault can be addressed. Fixing a underlying phone line issue usually resolves any broadband issues you may be experiencing.
If you find a problem with the phone line in any way then you need to report to your telephone service provider. The phone line has to be fixed and working before any broadband fault can be addressed. Fixing an underlying phone line issue usually resolves any broadband issues you may be experiencing.


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.
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.
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There are various tools and diagnostics that are available via the Control Pages, please see:
There are various tools and diagnostics that are available via the Control Pages, please see:
*[[CQM Graphs]]
*[[CQM Graphs]]
*[[:Category:Diagnostic_Tools|Diagnostic_Tools]]
*[[:Category:Diagnostic Tools|Diagnostic_Tools]]
*[http://clueless.aa.net.uk/congestion.cgi Congestion Report] - If you have a slow speed fault, see if it's a wider issue.
*[http://clueless.aa.net.uk/congestion.cgi Congestion Report] - If you have a slow speed fault, see if it's a wider issue.
These may help say whether the fault it likely to be at the customer side or the phone line side
These may help say whether the fault it likely to be at the customer side or the phone line side
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[[Category:FTTC Faults]]
[[Category:FTTC Faults]]
[[Category:Dropping_FTTC]]
[[Category:Dropping FTTC]]
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