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FTTC Checks: Difference between revisions
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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]] (if you have one), 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.
Most FTTC services installed before summer 2015 are supplied with an [[FTTC Modem|Openreach modem]], if the modem looks faulty - e.g.: No power, DSL light is off, then contact AAISP as this usually means there is 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
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. 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 the phone line normally resolves any broadband issues. ▼
#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 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
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==Step 2b: Check Phone Line (3rd Party Line) ==
Do the following '''if you pay someone else telephone line rental'''.
#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.
▲
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 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:
[[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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There are various tools and diagnostics that are available via the Control Pages, please see:
*[[CQM Graphs]]
*[[:Category:Diagnostic Tools|Diagnostic_Tools]]
▲*[[Line Diagnostics]]
*[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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