Broadband Fault Diagnostics Best Practice Guide

Issue 2: 2007British Telecommunications plc

THIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJ ECT TO CHANGE BY BT
Page 1 of 12


AUTHOR: BTWHOLESALE DATE: 14/08/2007
BROADBAND FAULT
DIAGNOSTICS
A BEST PRACTICE GUIDE


Broadband Fault Diagnostics Best Practice Guide


Issue 2: 2007British Telecommunications plc
THIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJ ECT TO CHANGE BY BT
Page 2 of 12


CONTENTS Page
1 Introduction 3
2 Fault Diagnostics Test & Checks 4
3 One Shot Check Fault Types 7
4 Hints & Tips for Fault Diagnostics 9
5 Additional Information 11
Fault Diagnostic Responses 11
Access to CBT Training 11
Fault diagnostic User Guide 11

6 Document History 12



FICE: 81 NEWGATE STREET, LONDON EC1A 7AJ
Broadband Fault Diagnostics Best Practice Guide


Issue 2: 2007British Telecommunications plc
THIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJ ECT TO CHANGE BY BT
Page 3 of 12


1 I NTRODUCTI ON
This Best Practice Guide has been designed to give Broadband Communication Providers
an overview of the Fault Diagnostic Tests & Checks that can be performed when End
Users are reporting problems with their Broadband service. It can be used as a companion
to existing training or as a reference following training. Details of how to access the
existing on-line CBT are set out later in this document.

The document has been produced to help Communication Providers gain the most from
Fault Diagnostics. As well as providing an explanation of each test & check, there are hints
& tips plus other supporting information that should assist Communication Providers to
make a more informed decision on the correct test or check to use when diagnosing End
User reported problems.



This information is provided for training purposes only and is subject to change by
BT.


Broadband Fault Diagnostics Best Practice Guide


Issue 2: 2007British Telecommunications plc
THIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJ ECT TO CHANGE BY BT
Page 4 of 12


2 FAULT DI AGNOSTI CS TEST & CHECKS
The following table lists the tools that are currently available via Fault Diagnostics with a
brief explanation of what it does and a guide as to when to use it.

Tool What does it do? When do I use it?
Network Incident
Check

(For IPstream &
Datastream)
This check looks across the
BT Network for any known
incidents e.g. Trouble
tickets, Alarms, Planned
Engineering Works (PEW),
Emergency Maintenance
Undertakings (EMU), Major
Service Outages. If any
incidents are found it will
provide a summary with
hyperlinks to more detailed
information.


If you are aware / suspect
there is a BT incident
affecting other circuits in
that area.
You may choose to run this
prior to troubleshooting a
circuit, this may help you to
rule out any common faults.

IP Check

(For IPstream
Only)
This will indicate if there is an
existing session, status of the
session, packet counts,
duration & IP address.

Allows you to batch test up to
1000 circuits in one go.
Use this tool to verify if a
user is logged in and
actively using the service. A
static (or zero) packet
counter will help indicate if
there is a stale session.
If you need to identify the IP
Address its available here.
Use the batch test after a
known service outage or
when dealing with a queue
of work e.g. re tests.


One Shot Check
(OSC)

(For IPstream &
Datastream see
table in section 3)

This check can run some or
all of the Fault Diagnostic
tests / checks to help with the
diagnosis of a fault. It is
dependant on the information
supplied to run the correct
series of tests. As well as
displaying the results of each
individual test, it provides you
with Major Finding, Result &
Recommendations.
Use it when you can
establish the correct fault
report code, require help to
establish the cause of the
problem and /or guidance
on the next steps to take to
resolve.

See One Shot Check Fault
Type Table below for a
breakdown of the OSC fault
Types



Broadband Fault Diagnostics Best Practice Guide


Issue 2: 2007British Telecommunications plc
THIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJ ECT TO CHANGE BY BT
Page 5 of 12


PM Transaction
Log (Policy
Manager)
This tool provides a list of
Advanced Services
transactions based on input
date.
This tool will give service
providers an insight into the
success/failure status of
their requested
transactions.
To verify that an Advanced
Services request has been
successful.
PTTR Test
(Performance
Tester Test
Results)
This test will display the
results of any speed tests
carried out by the end user
using the BT Speedtester
tool.
This tool is for DSLMax ccts.
If you suspect the end user
is having speed issues. The
end user needs to carry out
a speedtest on their cct
using the BT Speedtester
tool, the results can be
displayed to the SP using
this tool.
This tool will indicate if the
speed issue is on the
customers domain, BT
network or congestion on
the internet.
Radius Log
Check

(For IPstream
Only)
This will show all successful
& unsuccessful log in
attempts over the last 3 days.
It will also show the log in
identity, amount of data sent
/ received, allowed domain
names and the total duration.
To verify the End User is
inputting the correct
username / password /
domain name. To confirm if
the customer has been able
to log in recently where
there is no current session.
To verify the number of
recent connections for
example when the
customer is reporting a drop
in connection.
Session Kill
Check
(For IPstream
Only)
This tool will terminate a
current PPP session.

Allows you to batch Kill up to
1000 circuits in one go.
When you suspect a stale
session.
To force the End User to re
connect.
When you want to
disconnect a barred End
User,
use the batch test after a
known service outage,
when dealing with a queue
of work e.g. re tests, or
when you have completed
engineering works e.g.
moving a batch of
customers to a new server.

Broadband Fault Diagnostics Best Practice Guide


Issue 2: 2007British Telecommunications plc
THIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJ ECT TO CHANGE BY BT
Page 6 of 12


DSL Status
check (For IP
stream &
Datastream)
This will show the status of
the DSL link
To verify the end users
circuit is in sync.
To show the loop loss and
S/N ratio of the line.
To display the Current line
rate, Maximum stable rate
and Fault threshold rate.
Speed tester
database check
(For IPstream
Only)
This test will display the
results of any speed tests
carried out by the end user
using the BT Speedtester
tool during the past 28 days.
This tool does not display
results for DSLMax lines.
If you suspect the end user
is having speed issues. The
end user needs to carry out
a speedtest on their cct
using the BT Speedtester,
the results can be displayed
to the SP using this tool.
Copper Line test This tool will test the physical
copper pair of wires between
the exchange and end users
premises.
When you suspect a fault
on the customers line, this
may be indicated by a
telephone fault such as
noise, ring trip, no incoming
calls etc.
This may also identify
intermittent faults such as
dropping connections, slow
speeds etc
DLM Data check The Dynamic Line
Management tool monitors
the connection over a 14 day
period and displays the
performance of the line over
this period
When you suspect a
problem with line
performance or speed
issues.
Consistency
check
This tool checks the Service
speed against the Fault
Threshold rate and also
checks that the BRAS and
DSLAM speeds are
consistent.

To ensure that the circuit is
set up correctly for
maximum service speed
Suspend/Resume
tool
(For IPstream
Only)
This tool will suspend or
resume a cct.
To suspend an end users
cct (e.g. for non payment of
bill).
To force the End User to re
connect.
When you want to
disconnect a barred End
User.
The end user will not be
able to reconnect until you
have resumed the line.

Broadband Fault Diagnostics Best Practice Guide


Issue 2: 2007British Telecommunications plc
THIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJ ECT TO CHANGE BY BT
Page 7 of 12


3 ONE SHOT CHECK FAULT TYPES
The One Shot Check (OSC) is a comprehensive diagnostic tool that carries out an
extensive series of checks and tests on a broadband circuit. As mentioned in the previous
table, Key information is required to run this check regarding the circuit & the type of fault
the End User is experiencing. It is dependant on this Key information to run the correct
series of tests. As well as displaying the results of each individual test, the OSC will provide
you with Major Finding, Result & Recommendations. These give you a clear indication of
your next course of action for that particular End User reported problem.

NOTE: The One Shot Check utilises the Reactive Repair Tool (RRT) under certain Fault
Report Codes (FRC), dependant on the RRT findings, the OSC may change the FRC.
Please see the separate Reactive Repair user guide for full details.

Fault Type What does this mean? / When do I use it?
Cannot Connect

Means the End User cannot connect at all but the Modem may
be in Sync (lights are on).
CPE Problem

End user is reporting a problem with a BT managed Modem or
Router. This should only be used for BT managed Modems /
Routers.
EU Performance
problem
When a DSL Max or Advanced Services End user is
complaining of a speed issue and has run a BT speedtest on
their circuit. The OSC will only look back five days when this
fault type is selected so the EU must have run a speedtest
within the past five days of the test
Freeze Frame End user is experiencing problems with their Videostream
service. Note: This means a video stream customer & should
not be used for BTVision.
Intermittent
Connection

The end user is able to get an IP connection, however the
circuit drops or loses sync afterwards. (The Modem light may
flash). Should be used when an IP connection can be made
but the circuit drops or the circuit loses sync (Modem light may
flash)
Intermittent
Connection to SP

Should be used when a Datastream connection can be made
but the circuit drops or the circuit loses sync (Modem light may
flash)

Low Threshold
Breached

Should be used on a Broadband Max circuit when the line
speed (downstream line rate) drops at least 30% below the
stated (pre determined) minimum acceptable level (maximum
stable rate). This is known as the fault threshold rate.

No
Synchronisation

Should be used when the circuit cannot sync (Modem light
may be flashing).
No Web Pages

Should be used when a connection can be made but the EU
cannot display any web pages.

Broadband Fault Diagnostics Best Practice Guide


Issue 2: 2007British Telecommunications plc
THIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJ ECT TO CHANGE BY BT
Page 8 of 12


Premature QoS
session
Termination
This fault type is for a future development and is not currently
available.
Qos Session
Performance
Problem
This fault type is for a future development and is not currently
available.
Slow Speed (EPP
for DSL MAX
circuits, SCR for
Fixed Rate)
When the End user is complaining of a speed issue and has
run a BT speedtest on their circuit. The OSC will only look
back five days when this fault type is selected so the EU must
have run a speedtest within the past five days of the test
Transaction
Request Failed
This fault type is for a future development and is not currently
available.
VP Provision
Problem
This is for Datastream products only. It should be used when a
Datastream circuit has never worked.
Other Should only be used for all fault not covered above, if this fault
type is selected the notes field must be completed.


Broadband Fault Diagnostics Best Practice Guide


Issue 2: 2007British Telecommunications plc
THIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJ ECT TO CHANGE BY BT
Page 9 of 12


4 HI NTS & TI PS FOR FAULT DI AGNOSTI CS
The following Hints, Tips and other useful information is designed to help you as you use
the Fault Diagnostic tools that are available to you.

1 Ensure that you have gained as much information from the End User as
possible prior to running a test or check. Use this information to decide which
test or check to perform. This is especially important when selecting the One
Shot Check as this test works to a complex algorithm which is determined by
the input screen and results that are obtained during the test Remember the
test result is only as good as the information that you enter on the screen.
2 To ensure that you gain the maximum effectiveness of these Diagnostic Tools
/ Tests please use in conjunction with the published structured questions.
3 Do not run more than one test on any one circuit at any one time. However,
you can run another test on another circuit while waiting for the result of a test
to come through.
4 If you are not sure which check to run, go for the One Shot Check. This will
run a series of tests that it needs to run based on the information that you
input to the system. It is user friendly and provides a recommendation of
what action to take Follow the instructions it gives you.
5 Intrusive tests These are only intrusive on the DATA part of the circuit, not
on the telephone line itself. Where possible, always run an intrusive test as it
will carry out a more comprehensive test, providing a more comprehensive
conclusion & result.
6 If the Fault Diagnostic system tells you to run the test again without the caller
on the line, ask the End User to clear down. You can re run the test and then
call them back (make sure you wait at least 60 seconds).
7 Always ask the End User not to use their broadband service or do anything to
the data / voice connection or the equipment (inc Modem, PC etc..) while you
are running the test.
8 Results for most tests & checks are returned in less than 60 secs Except for
the One Shot Check as it is performing a series of checks, this can take up to
14 minutes but usually returns a result within 5-6 minutes.
9 If an End User is complaining of slow speed, ask them to use the BT
Speedtester this will perform the correct speed test for the circuit being
tested. A user guide for the Speedtester is located under Fault Diagnostics
on www.btwholesale.com This is essential when running a Slow Speed test
within the OSC as a key part of this diagnostic tests is to look-up the Speed
Test Results Database. This test enables Fault Diagnostics to provide a
more conclusive result.
10 Loop loss figures can affect the performance of a DSL circuit, these figures
are in the user guide, the user guide is located under Fault Diagnostics on
www.btwholesale.com .
11 Under certain FRC, the OSC will utilise the RRT, this tool monitors the DSL
line for 14 days and uses these results to give an accurate diagnosis of the
cct being tested. Please refer to the separate Reactive Repair user guide
located at www.btwholesale.com

Broadband Fault Diagnostics Best Practice Guide


Issue 2: 2007British Telecommunications plc
THIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJ ECT TO CHANGE BY BT
Page 10 of 12


12 If the test fails (ie does not return a result or states test failed or something
similar) try running the test 15 minutes later. If it still fails, report it as a fault
to the Service Provider helpdesk at spwoosh@bt.com or 0800 783 5639
Option 2

Broadband Fault Diagnostics Best Practice Guide


Issue 2: 2007British Telecommunications plc
THIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJ ECT TO CHANGE BY BT
Page 11 of 12


5 ADDI TI ONAL I NFORMATI ON
BT Wholesale are working to continually enhance the service offered to our customers via
Fault Diagnostics. Information on these upgrades to Fault Diagnostics will be published via
www.btwholesale.com , please ensure you keep yourself up to date by reviewing these
briefings.

Test Access Matrix (TAM) in most, but not all, BT exchanges we have a piece of test
equipment called a TAM, this equipment can be engaged by the OSC in order to carry out
very accurate diagnostics. The TAM can connect to the DSLAM, it can then emulate the
Modem from the customer and Prove if the fault is at the customer end or in the exchange.
5.1 FAULT DIAGNOSTIC RESPONSES
A list of Fault Diagnostic responses is available from the Fault Diagnostic / Woosh pages
on btwholesale.com. This is for guidance only and should not be used as an exhaustive list
of responses. Please follow the instructions below to get there:
Go to www.btwholesale.com >Click on Customer Zone >Click on the link for
Applications A to Z >Scroll down & Click on Fault Diagnostics/Woosh >Click on Fault
Diagnostic Response from the Additional Support Section.
5.2 ACCESS TO CBT TRAINING
An e-learning CBT is available for Fault Diagnostic users via the BT Wholesale Customer
Training System. Full details of how to access this system can be found on
www.btwholesale.com/customertraining alternatively please follow the instructions below
to get there.

Go to www.btwholesale.com >Click on Broadband from the Communities area >Click
on Customer Training >. This page provides full details of how to apply for access to the
system. If you already have access to the Customer Training System then click on
Customer Training Login from the Related Links area.
(NOTE User must be logged on to BTW.com & have access to the Broadband Community)
5.3 FAULT DIAGNOSTIC USER GUIDE
A User Guide for Fault Diagnostics is available to all users from BTWholesale.com
please follow the instructions below to get there:
Go to www.btwholesale.com >Click on the link for Applications A to Z >Scroll down and
Click on Fault Diagnostics/Woosh >Click on Fault Diagnostics User Guide within the
Additional Support area.

Broadband Fault Diagnostics Best Practice Guide


Issue 2: 2007British Telecommunications plc
THIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJ ECT TO CHANGE BY BT
Page 12 of 12


6 DOCUMENT HI STORY
Issue Number Reason for update Updated by Date
Issue 1 n/a BTWholesale
In-Life Systems
November 2006
Issue 2 Fault Diagnostics
15.3
BTWholesale
In-Life Systems
August 2007