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FTTC Checks: Difference between revisions
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== Step 2a: Check Phone Line (Andrews & Arnold line) ==
Do the following
#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.
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
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.
==Step 2b: Check Phone Line (3rd Party Line) ==
Do the following
#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).
#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
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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== Step 3:
[[File:Nte5open.png|right|100px]]
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.▼
It will probably be possible to test from the master socket. If the socket where your line enters the building has a BT or Openreach logo and a separate removable faceplate covering the bottom half (see diagram below), then you can remove the faceplate to isolate the internal wiring in the building as follows:
# Use a small screw driver to remove the faceplate - it may have wiring attached to it so be careful not to dislodge the wiring.
#Behind the faceplate is another telephone socket. Connect your broadband splitter to that and the router to the splitter.
#Test from there and see if the problem goes away.
#If it does, the problem is in your internal wiring and you will need to get that fixed.
If you do not have a master socket like this (meaning your phone installation dates to before ~1986), try connecting the broadband splitter to the first socket where the line comes in to the building, and connect the router to the splitter.
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==Step 4:
▲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 5: Diagnostics==
There are various tools and diagnostics that are available via the Control Pages, please see:
*[[CQM Graphs]]
*[[:Category:
*[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
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==Step
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.
[[Category:FTTC Faults]]
[[Category:
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