fault diagnostics best practice guide issue 2

8/11/2019 Fault Diagnostics Best Practice Guide Issue 2

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Broadband Fault Diagnostics Best Practice Guide

Issue 2: 2007 British Telecommunications plcTHIS IS FOR TRAINING PURPOSES ONLY AND IS SUBJECT TO CHANGE BY BT

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AUTHOR: BTWHOLESALE DATE: 14/08/2007

BROADBAND FAULT

DIAGNOSTICS

A BEST PRACTICE GUIDE


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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 Addi tional 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


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1 INTRODUCTION

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

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

This information is prov ided for training purposes only and is subject to change byBT.


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2 FAULT DIAGNOSTICS TEST & CHECKS

The following table lists the tools that are currently available via Fault Diagnostics with abrief 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 IncidentCheck

(For IPstream &Datastream)

This check looks across theBT Network for any knownincidents e.g. Troubletickets, Alarms, PlannedEngineering Works (PEW),Emergency MaintenanceUndertakings (EMU), MajorService Outages. If any

incidents are found it willprovide a summary withhyperlinks to more detailedinformation.

If you are aware / suspectthere is a BT incidentaffecting other circuits inthat area.You may choose to run thisprior to troubleshooting acircuit, this may help you torule out any common faults.

IP Check

(For IPstreamOnly)

This will indicate if there is anexisting session, status of thesession, packet counts,duration & IP address.

Allows you to batch test up to1000 circuits in one go.

Use this tool to verify if auser is logged in andactively using the service. Astatic (or zero) packetcounter will help indicate if

there is a stale session.If you need to identify the IPAddress its available here.Use the batch test after aknown service outage orwhen dealing with a queueof work e.g. re tests.

One Shot Check(OSC)

(For IPstream &Datastream seetable in section 3)

This check can run some orall of the Fault Diagnostictests / checks to help with thediagnosis of a fault. It isdependant on the informationsupplied to run the correctseries of tests. As well asdisplaying the results of eachindividual test, it provides youwith Major Finding, Result &Recommendations.

Use it when you canestablish the correct faultreport code, require help toestablish the cause of theproblem and /or guidanceon the next steps to take toresolve.

See One Shot Check FaultType Table below for abreakdown of the OSC faultTypes


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PM TransactionLog (PolicyManager)

This tool provides a list ofAdvanced Servicestransactions based on inputdate.

This tool will give serviceproviders an insight into thesuccess/failure status oftheir requested

transactions.To verify that an AdvancedServices request has beensuccessful.

PTTR Test(PerformanceTester TestResults)

This test will display theresults of any speed testscarried out by the end userusing the BT Speedtestertool.This tool is for DSLMax ccts.

If you suspect the end useris having speed issues. Theend user needs to carry outa speedtest on their cctusing the BT Speedtestertool, the results can bedisplayed to the SP using

this tool.This tool will indicate if thespeed issue is on thecustomers domain, BTnetwork or congestion onthe internet.

Radius LogCheck

(For IPstreamOnly)

This will show all successful& unsuccessful log inattempts over the last 3 days.It will also show the log inidentity, amount of data sent/ received, allowed domainnames and the total duration.

To verify the End User isinputting the correctusername / password /domain name. To confirm ifthe customer has been ableto log in recently wherethere is no current session.To verify the number ofrecent connections forexample when thecustomer is reporting a dropin connection.

Session Ki llCheck(For IPstream

Only)

This tool will terminate acurrent PPP session.

Allows you to batch Kill up to1000 circuits in one go.

When you suspect a stalesession.To force the End User to re

connect.When you want todisconnect a barred EndUser,use the batch test after aknown service outage,when dealing with a queueof work e.g. re tests, orwhen you have completedengineering works e.g.moving a batch of

customers to a new server.


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3 ONE SHOT CHECK FAULT TYPES

The One Shot Check (OSC) is a comprehensive diagnostic tool that carries out anextensive series of checks and tests on a broadband circuit. As mentioned in the previoustable, Key information is required to run this check regarding the circuit & the type of faultthe End User is experiencing. It is dependant on this Key information to run the correctseries of tests. As well as displaying the results of each individual test, the OSC will provideyou with Major Finding, Result & Recommendations. These give you a clear indication ofyour next course of action for that particular End User reported problem.

NOTE: The One Shot Check utilises the Reactive Repair Tool (RRT) under certain FaultReport 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 orRouter. This should only be used for BT managed Modems /Routers.

EU Performanceproblem

When a DSL Max or Advanced Services End user iscomplaining of a speed issue and has run a BT speedtest ontheir circuit. The OSC will only look back five days when thisfault type is selected so the EU must have run a speedtest

within the past five days of the testFreeze Frame End user is experiencing problems with their Videostreamservice. Note: This means a video stream customer & shouldnot be used for BTVision.

IntermittentConnection

The end user is able to get an IP connection, however thecircuit drops or loses sync afterwards. (The Modem light mayflash). Should be used when an IP connection can be madebut the circuit drops or the circuit loses sync (Modem light mayflash)

IntermittentConnection to SP

Should be used when a Datastream connection can be madebut the circuit drops or the circuit loses sync (Modem light may

flash)

Low ThresholdBreached

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

NoSynchronisation

Should be used when the circuit cannot sync (Modem lightmay be flashing).

No Web Pages Should be used when a connection can be made but the EU

cannot display any web pages.


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Premature QoSsessionTermination

This fault type is for a future development and is not currentlyavailable.

Qos Session

PerformanceProblem

This fault type is for a future development and is not currently

available.

Slow Speed (EPPfor DSL MAXcircui ts, SCR forFixed Rate)

When the End user is complaining of a speed issue and hasrun a BT speedtest on their circuit. The OSC will only lookback five days when this fault type is selected so the EU musthave run a speedtest within the past five days of the test

TransactionRequest Failed

This fault type is for a future development and is not currentlyavailable.

VP ProvisionProblem

This is for Datastream products only. It should be used when aDatastream circuit has never worked.

Other Should only be used for all fault not covered above, if this faulttype is selected the notes field must be completed.


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4 HINTS & TIPS FOR FAULT DIAGNOSTICS

The following Hints, Tips and other useful information is designed to help you as you usethe Fault Diagnostic tools that are available to you.

1 Ensure that you have gained as much information from the End User aspossible prior to running a test or check. Use this information to decide whichtest or check to perform. This is especially important when selecting the OneShot Check as this test works to a complex algorithm which is determined bythe input screen and results that are obtained during the test Remember thetest 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 testto come through.

4 If you are not sure which check to run, go for the One Shot Check. This willrun a series of tests that it needs to run based on the information that youinput to the system. It is user friendly and provides a recommendation ofwhat action to take Follow the instructions it gives you.

5 Intrusive tests These are only intrusive on the DATA part of the circuit, noton the telephone line itself. Where possible, always run an intrusive test as itwill carry out a more comprehensive test, providing a more comprehensiveconclusion & 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 thencall 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 tothe data / voice connection or the equipment (inc Modem, PC etc..) while youare running the test.

8 Results for most tests & checks are returned in less than 60 secs Except forthe One Shot Check as it is performing a series of checks, this can take up to14 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 BTSpeedtester this will perform the correct speed test for the circuit being

tested. A user guide for the Speedtester is located under Fault Diagnosticson www.btwholesale.com This is essential when running a Slow Speed testwithin the OSC as a key part of this diagnostic tests is to look-up the SpeedTest Results Database. This test enables Fault Diagnostics to provide amore conclusive result.

10 Loop loss figures can affect the performance of a DSL circuit, these figuresare in the user guide, the user guide is located under Fault Diagnostics onwww.btwholesale.com.

11 Under certain FRC, the OSC will utilise the RRT, this tool monitors the DSLline for 14 days and uses these results to give an accurate diagnosis of thecct being tested. Please refer to the separate Reactive Repair user guide

located at www.btwholesale.com
http://www.btwholesale.com/http://www.btwholesale.com/http://www.btwholesale.com/http://www.btwholesale.com/http://www.btwholesale.com/http://www.btwholesale.com/


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12 If the test fails (ie does not return a result or states test failed or somethingsimilar) try running the test 15 minutes later. If it still fails, report it as a faultto the Service Provider helpdesk at [email protected] 0800 783 5639Option 2
mailto:[email protected]:[email protected]


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5 ADDITIONAL INFORMATION

BT Wholesale are working to continually enhance the service offered to our customers viaFault Diagnostics. Information on these upgrades to Fault Diagnostics will be published viawww.btwholesale.com , please ensure you keep yourself up to date by reviewing thesebriefings.

Test Access Matrix (TAM) in most, but not all, BT exchanges we have a piece of testequipment called a TAM, this equipment can be engaged by the OSC in order to carry outvery accurate diagnostics. The TAM can connect to the DSLAM, it can then emulate theModem 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 pageson btwholesale.com. This is for guidance only and should not be used as an exhaustive listof responses. Please follow the instructions below to get there:

Go to www.btwholesale.com> Click on Customer Zone > Click on the link forApplications A to Z > Scroll down & Click on Fault Diagnostics/Woosh > Click on FaultDiagnostic 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 CustomerTraining System. Full details of how to access this system can be found onwww.btwholesale.com/customertraining alternatively please follow the instructions belowto get there.

Go to www.btwholesale.com> Click on Broadband from the Communities area > Clickon Customer Training >. This page provides full details of how to apply for access to thesystem. If you already have access to the Customer Training System then click onCustomer 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 andClick on Fault Diagnostics/Woosh > Click on Fault Diagnostics User Guide within theAdditional Support area.
http://www.btwholesale.com/http://www.btwholesale.com/customertraininghttp://www.btwholesale.com/http://www.btwholesale.com/http://www.btwholesale.com/http://www.btwholesale.com/http://www.btwholesale.com/customertraininghttp://www.btwholesale.com/


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6 DOCUMENT HISTORY

Issue Number Reason for update Updated by Date

Issue 1 n/a BTWholesale In-Life Systems November 2006

Issue 2 Fault Diagnostics15.3

BTWholesale In-Life Systems

August 2007

fault diagnostics best practice guide issue 2

Documents