ECO PLUS WBC (FTTX) FAULT REPORTING TRAINING GUIDE

802641777ECO PLUS: WBC (FTTX)FAULT REPORTINGTRAINING GUIDEAUTHOR: BTWHOLESALE DATE: 04/05/2011ISSUE 2Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 1 of 111

Legal and Confidentiality StatementThe information contained in this Training Guide is provided to the CommunicationsProvider in confidence for information purposes only and is the copyright of BritishTelecommunications plc (BT). Please do not forward, republish or permit unauthorisedaccess. Publication of this Training Guide does not give or imply any licence to anyintellectual property rights belonging to BT or others. Whilst BT maintain that allreasonable care and skill has been used in the compilation of this Training Guide, it issubject to change and BT shall have no liability in contract, or otherwise for any loss ordamage (including consequential loss) whatsoever or howsoever arising from use of, orreliance upon, the information in this Training Guide by any person.© Copyright, British Telecommunications plc, 2011Registered Office: 81 Newgate Street, London, EC1A 7AJRegistered England no.1800000All third party rights are hereby acknowledged.© British Telecommunications plc, 2011.All rights reserved.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 2 of 111

Table of ContentsContents1 Introduction ........................................................................................................................................................ 7eCo Plus ..................................................................................................................................................... 7WBC End User Access................................................................................................................................ 7Annex M (ADSL2) ...................................................................................................................................... 8WBC FTTC (Fibre To The Cabinet) ............................................................................................................. 9WBC FTTP (Fibre To The Premises) ........................................................................................................... 9Prerequisites ............................................................................................................................................. 9Disclaimer ................................................................................................................................................ 112 Inventory ............................................................................................................................................................ 12Step 1 Customer Zone ............................................................................................................................. 12Step 2 Search Asset ................................................................................................................................. 13Step 2a The Quick Start Functionality ..................................................................................................... 14Step 3 Select Account ............................................................................................................................. 18Step 4 Inventory Details .......................................................................................................................... 19Step 5 Service Details .............................................................................................................................. 203 Initiate KBD..................................................................................................................................................... 21Step 1 Initiate KBD .................................................................................................................................. 21Step 2 Enter pin ....................................................................................................................................... 22Step 3 Drill Down View............................................................................................................................ 23Step 4 Test Results .................................................................................................................................. 24Local Access Network .............................................................................................................................. 25IP TEST ..................................................................................................................................................... 25IP Connectivity ........................................................................................................................................ 25Status Check ............................................................................................................................................ 25CU Line Test............................................................................................................................................. 25DLM Profile Data ..................................................................................................................................... 25Performance Test .................................................................................................................................... 25TAM Network Check ............................................................................................................................... 25Network Incident Check .......................................................................................................................... 25Step 5 Test History .................................................................................................................................. 27Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 3 of 111

Step 6 Further Diagnostics ...................................................................................................................... 30Step 7 Logging out of KBD ....................................................................................................................... 324 Fault Reporting ............................................................................................................................................. 33Step 1 Report a fault ............................................................................................................................... 33Step 2 Confirm that a KBD test has been done within 2 hours.............................................................. 34Step 3 Not able to Execute KBD .............................................................................................................. 35Step 4 Reporting a KBD fault ................................................................................................................... 37Step 5 Fault Placement : Structured Questions ...................................................................................... 38Step 6 Additional Structured Questions ................................................................................................. 41Step 7 Create a Fault Report .................................................................................................................. 42Step 8 Fault submitted ............................................................................................................................ 435 Submitting a CCSFI Fault .......................................................................................................................... 44Step 1 Selecting CCSFI Option ................................................................................................................. 44Step 2 Contact details ............................................................................................................................ 45Step 3 Additional Information ................................................................................................................ 46Step 4 SFI Details ..................................................................................................................................... 47Step 5 Making an Appointment .............................................................................................................. 48Step 6 Create Fault Report ...................................................................................................................... 50Step 7 Fault submitted ............................................................................................................................ 516 Reporting a fault when KBD is not available .................................................................................. 52Step 1 Report a fault .............................................................................................................................. 52Step 2 Not able to excecute KBD ............................................................................................................ 53Step 3 Structured Questions ................................................................................................................... 54Step 4 Technical details .......................................................................................................................... 55Step 5 Secondary Contact Details ........................................................................................................... 55Step 6 Additional Information ................................................................................................................ 56Step 7 On site hazards ............................................................................................................................. 57Step 8 Access Details ............................................................................................................................... 57Step 9 Create fault report ....................................................................................................................... 58Step 10 Fault submitted .......................................................................................................................... 597 How to use eCo Plus to Track a Fault ................................................................................................ 60Step 1. Track Faults ................................................................................................................................. 60Step 2 Search Perameters ....................................................................................................................... 61Step 3 View service details ...................................................................................................................... 63Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 4 of 111

8 How to use eCo Plus to Amend a Fault ............................................................................................. 65Step 1. Locate your Fault ........................................................................................................................ 65Step 2 Amend Fault Details .................................................................................................................... 67Step 3 Accepting possible charges ......................................................................................................... 68Step 4 Amendments confirmation .......................................................................................................... 689 How to use eCo Plus to Cancel a Fault ............................................................................................. 69Step 1. Locate your Fault ........................................................................................................................ 69Step 2. Cancel Fault ................................................................................................................................. 69Step 3 Cancellation reason ..................................................................................................................... 70Step 4 Cancellation confirmation ........................................................................................................... 7210 How to use eCo Plus to Close a Fault ............................................................................................. 73Step 1 Search for Asset ........................................................................................................................... 73Step 2 Click on Inbox ............................................................................................................................... 75Step 3 Action required ............................................................................................................................ 76Step 3 Close Fault .................................................................................................................................... 7711 How to use eCo Plus to Reject a Fault ........................................................................................... 80Step 1 Inbox ............................................................................................................................................ 80Step 2 Reject Fault via Inbox ................................................................................................................... 81Step 3 Track Fault .................................................................................................................................... 82Step 4 Rejecting a fault via the ‘Track Fault’ screen ............................................................................... 84Step 5 Entering a rejection reason .......................................................................................................... 85Step 6 SFI structured questions .............................................................................................................. 87Step 6 Booking a SFI apppointment ........................................................................................................ 88Step 7 Appointment is confirmation ....................................................................................................... 90Step 8 SFI cancellation confirmation ...................................................................................................... 9212 Initiate DiagnostIcs .................................................................................................................................. 93Step 1 Initiate fault Diagnostics .............................................................................................................. 93Step 2 Select Account ............................................................................................................................. 94Step 3 Asset Search ................................................................................................................................. 95Step 4 Initiate Diagnostics ....................................................................................................................... 96Step 5 Initiate Diagnostic Test ................................................................................................................ 97Step 6 Test Results Page ......................................................................................................................... 99Step 7 Search for results ....................................................................................................................... 100Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 5 of 111

13 Examples of Test Results .................................................................................................................... 102BB Network Check ................................................................................................................................. 102Network Incident Check ........................................................................................................................ 102XDSL IP Test ........................................................................................................................................... 103XDSL Copper Line Test .......................................................................................................................... 104RADIUS Log Check ................................................................................................................................. 105XDSL Status Check ................................................................................................................................. 105Policy Manager Test ............................................................................................................................. 106Consistency Check Test results ............................................................................................................. 106PTTR analysis ......................................................................................................................................... 107DLM Data .............................................................................................................................................. 10714 Ordering Access ........................................................................................................................................ 108Step 1. Register and be aligned to a BT Line of Business (BT Wholesale) ............................................ 108Step 2. Register on BT Wholesale ......................................................................................................... 108Step 3. eCo Plus Registration ................................................................................................................ 108Step 4. My Admin .................................................................................................................................. 109Step 5. Instructions to apply online be for eCo Plus (All Users) ............................................................ 109Disclaimer ........................................................................................................................................................... 111Document History ........................................................................................................................................... 111Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 6 of 111

1 IntroductionThis guide is designed to provide training and enable customers to use the eCo Plusapplication via www.btwholesale.com to raise WBC (FTTx) faults.This document provides you with a step by step guide that takes you through theprocesses of fault reporting against WBC (FTTx) using eCo Plus.This document has been captured around the changes in Release V.Please note that screen shots have been provided to accompany each step of theprocess. To help guide you when a step is referring to a certain screen the title of thescreen will be written in orange. When referring to an icon or button you need to clickthis will be written in plum.eCo PluseCo Plus is an online application that enables you to enquire, place orders and faultsas well as track orders and faults for BT Wholesale products within a secureenvironment.WBC End User AccessThe connection between the end user and their Aggregation Point (AP)The following options/variants of the WBC (EUA) product are currently available basedon the technology type and downstream speed:ADSL 8MbpsADSL2+ 8MbpsADSL2+ 24MbpsADSL 2+ 8Mbps in TransitADSL2+ Annex MFTTC (Fibre To The Cabinet) 40MbpsFTTP (Fibre To the Premise) 100Mbps (Note:At that time of updating this documentThis service is currently under trial and development and not commercially launched)The WBC EUA ADSL2+ 8Mbps End User Access Transit product is where the serviceprofile on the MSAN (Multi Service Access Node) will be set to 24Mbps but the BRASprofile will be set to 8Mbps.This means that the line will be capable of “synching‟ up to24Mbps on the MSAN but we will restrict the downstream speed of the WBC EUA to8Mbps on the BRAS.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 7 of 111

The WBC ADSL2+ 8Mbps EUA Transit product was introduced to enableCommunication Providers (CPs) to have a means to check whether it was likely that anend user‟s line would be able to consistently achieve higher level speeds before the CPcommitted to purchasing the ADSL 2+ (up to 24 Mbit/s) WBC EUA option i.e. the8MbpsTransit option is a transition product for the 24Mbps product. The followingprocess applies to such variant:The CP will order the 8MbpsTransit option for the applicable End User Access.The End User Access profile will be set at8Mbpsdownstream speed (as statedabove, even though the MSAN can sync up to 24Mbit/s, the speed is capped to8Mbpson the BRAS).Post stabilization of the applicable End User Access, the CP will be able to seethe actual speed which can be achieved on that lineIf higher speeds can be achieved on the line, the CP can go back to the end userand sell the end user this opportunity to move to a higher speed WBC EUAoption with accurate speed prediction.Customers can opt to stay with 8Mbps or upgrade to a higher speed. In the latter case,the CP will need to raise a modify order to upgrade to the ADSL2+ (up to 24Mbpsproduct) and the speed/billing of the upgraded EUA will be adjusted accordingly.Following installation of the WBC EUA service, the line will be allowed to stabilise duringthe first 10 days after provision and a Fault Threshold Rate (FTR) will be set at 15Mbps. A „slow speed fault‟ will be accepted if the line is operating below the FTR.Annex M (ADSL2)Annex M technology allows CPs to opt for more upstream bandwidth when placing anorder. This product variant allows WBC ADSL2+ circuits to achieve higherupstream speeds on the line of up to 2.5 Mbps. There is an added option to select theAnnex M product from the order screens, and customers will need to agree to specificcriterion, for example, loss of downstream speed is approximately 10%-15%.Please note that Annex M is not compatible with the ADSL2+ 8M transit product or the“FTRmodifiedCalc‟ option or on lines that return an Access Network Frequency Plan(ANFP) response of “LONG‟. As a result of this, there have been minor system changesto eCo Plus.Annex M details will be displayed during the Line Qualification check on the Pre-Order/Availability page if Annex M can be supported on the line specified. Details ofAnnex M are noted in the Annex M appendix in the WBC Product handbook.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 8 of 111

An Ethernet MSIL (Ethernet Multi-Service Interconnect Link) is a BT Wholesaleproduct to interconnect BT‟s 21CN with other Communication Providers‟equivalent network. It supports services such as Access Port Handover (APH),Next Generation Network Call Conveyance (NGN CC) and WholesaleBroadband Connects (WBC). In building Handover (IBH), and Customer SitedHandover (CSH) variants are offered.For further information please see the ECO PLUS MSIL Training Guide.AP (Aggregation Point) Set (APS)AP and EP (Extension Path)CP signed Terms and Conditions enabling you to place orders on eCo PlusA valid site which will be required to pass the broadband availability check toorder a WBC ADSL/ADSL2+ or WBC FTTC or WBC FTTP EUA (. A valid 21CNbilling accountPlease Note: If you purchase a WBC End User Access from another CP, please checkthe relevant Product Guide for details on EMSIL, AP SET and AP and EPs as may beapplicable.If you do not have a valid 21CN billing account, you will need to contact your Service/Account manager who will engage with the Billing team in BT Wholesale to set one upfor you. Please note that it is not possible to set up a billing account during the userjourney of ordering a WBC EUA .In addition to all of the above being in place (otherwise any order for a WBCADSL/ADSL2+ and or FTTC or FTTP EUA will drop out), in order for the CP to be ableto place an order for a WBC EUA , and for that order to be provisioned, the prospectiveend user must have or be in the process of having provisioned a BT provided telephonyline.If a technical warning message appears, please follow the instructions in the messageusually displayed in red.If a red flag is displayed under “Details Complete‟ (via the configuration page which setsout the requirements option(s) that can be selected such as bandwidth andmaintenance care levels etc) click on “configure‟; or using the “thread bar‟ and movingback to the previous screen check that the site details service point etc have been fullycompleted.Remember your draft orders will be stored on Eco Plus for up to 20 minutes if you aretimed out of www.btwholesale.comIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 10 of 111

DisclaimerPlease note that eCo Plus is still in development and over time further developmentsare planned. As a result, not all functionality or buttons may yet be available. BT willkeep you advised of planned developments.Any prices shown on the screen shots within this training guide are taken for testpurposes only and do not represent a cost model for this product.Eco plus is not compatible with Internet Explorer (IE8) at the time of publishingthis document.This information is provided for training purposes only and is subject to changeby BT.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 11 of 111

2 InventoryStep 1 Customer ZoneThe Inventory functionality enables you to search for details of a particular asset or agroup of assets.From the Customer Zone page, click on Eco Plus in the applications window then clickon ’Inventory’ or ’Inventory search’ where you can search a particular asset or agroup of assets you wish to look at.Select the ’Inventory’ or ’Inventory search’ option from the home page.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 12 of 111

Step 2 Search AssetIf the ‘Select account’ field is not pre populated, please choose from drop down menuEnter the service id into the ‘Service Reference’ field and click ‘SEARCH’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 13 of 111

Step 2a The Quick Start FunctionalityAlternatively you can search for details of a particular asset or a group of assets viaQuick start.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 14 of 111

By clicking on the ‘I want to’ dropdown, you will be presented with a list of options.When you select the option you require, the ‘using my’ field will give you a searchoption relevant to what you want to search by.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 15 of 111

As you can see in order to raise a fault you will need to search by theService reference number which will be your BBEU number or the Directory Numberwhich is the PSTN number.\Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 16 of 111

Step 4 Inventory DetailsYou can see from this screen that any existing faults and orders can be viewed byclicking on ‘View all associated orders’ or ‘View all associated faults’.Depending on what you want to do with your fault, select the ‘option required’If you want to see all the details of your asset then click on ‘Service Details’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 19 of 111

Step 5 Service DetailsThe Service Details screen will show you all the attributes on your asset as shownbelow:Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 20 of 111

3 Initiate KBDStep 1 Initiate KBDKBD (Knowledge Based Diagnostics) is a tool available via Eco plus that CP’s( Communications Providers) can use to diagnose problems on their services beforereporting a fault.This section provides a step by step demonstration on how to use eCO plus to initiate aKBD test and subsequently interpret the results.It is mandatory to initiate a KBD test before a fault can be submitted.If you have a suspected fault and want to do a diagnostic test on it then click on the‘INITIATE KBD’ button. If you want the capability of running a Self Serve test on yourservice before you raise a fault then click on the ‘INITIATE DIAGNOSTIC’ button.Navigate to the screen below via Inventory Search in Customer Zone. Click on‘INITIATE KBD’ after entering your account. See Section 2Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 21 of 111

Step 2 Enter pinYou will be prompted to enter a PIN number. if you do not have one contact ‘MYADMIN’ within your Company. If you have forgotten your pin click on the ‘ForgottenPin’ link below and you will be sent one via e-mail after answering specific securityquestions.Enter your 6 digit pin number then click on ‘READY’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 22 of 111

Step 3 Drill Down ViewThe following screen will be returned. Click on the ‘Drill Down View’ button.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 23 of 111

Step 4 Test ResultsThis is the test results screen. The buttons with their titles greyed out will have noinformation behind them.See below for a description of the available tests.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 24 of 111

The following information will provide a description of the tests that can performed inKBDLocal Access NetworkThis button will give you up to 14 days of DSL layer data provided to the RRT databaseby DLM/BIP.IP TESTThe IP Check confirms if an IP session is connected or if the session is down.IP Connectivity( IP Radius Log Check) looks back over the previous 48 hours for any IP sessionconnectivity and will show ‘worked’ or ‘working’ sessions and how long they wereestablished for. The IP log data is close to real time in that it is 10-15 minutes behind.Status CheckThis checks the DSL layer connectivity between the End User equipment and theDSLAM /MSAN in the local exchange.CU Line Test( Copper line test). This tests the copper line between the local exchange and the NTEin the End User premises.DLM Profile DataThis shows any line rate changes and the relevant B-RAS profile which is linked and setto the next relevant ADSL profile below the actual line Sync rate.Performance TestThis displays Performance Test results run on the BT speedtester site by the End Usercustomer.TAM Network CheckThe test confirms the ATM, DSL, IP & PPP layers are functional between the TAMtester in the local exchange, through the BT network via the DSLAM/ MSAN back to theCommunications Provider.Network Incident CheckThis tests checks the network for MSO’s (Major Service outage) and PEWs ( PlannedEngineering work)Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 25 of 111

When the highlighted buttons are clicked a new window will open displaying it’s testsdetails as in the example. Click on CLOSE to view other tests results..Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 26 of 111

Step 5 Test HistoryTo view the Test history click on the Test History file.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 27 of 111

Here you can see a list of the previous tests that have been done on this asset. To viewthe details click on the ‘here’ hyperlink against the historic test details you want to view.NB: It is also possible to view the test History on an asset without having to run a KBDtest by clicking on ‘View KBD Test History’ in Eco plus.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 28 of 111

Below is a an example of what a working service looks like. If no further diagnostics arerequired then click on the ‘NO’ radio button.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 29 of 111

Step 6 Further DiagnosticsIf further diagnostics are required then clicking on the ‘YES’ radio button will generatemore questions to take you into further diagnostics.You will be need to progress through the structured questions and then ‘SUBMIT’ toenter your answers.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 30 of 111

You will then be asked whether any Home Environment tests have been done ( CPECustomer premises equipment)Once all the appropriate questions have been answered ‘SUBMIT’ your fault for furtherdiagnostics.To log out of KBD click on ‘CLOSE’ in the top right hand corner of the screen.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 31 of 111

Step 7 Logging out of KBDYou will need to confirm that you want to exit KBD by clicking on ‘YES’KBD will close down and you will have the option on eco plus whether you want toReport a fault. ( See Section 4)NB: If you close KBD before clicking on ‘SUBMIT’ your answers will not be saved andmay have to run the test again.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 32 of 111

4 Fault ReportingThis section covers the ‘Fault Reporting’ functionality and provides a step by stepguide demonstrating how to use eCo Plus to search for an order, and subsequentlyraise a fault. Contained within the fault reporting process is a structured questionselement which is designed to investigate your issue and determine a root cause. Ifthere is no fault found on the BT network or with BT, and an engineer appointment isscheduled, please note that you may incur charges.Please note, if a fault has already been placed against your asset, you will notbe able to raise a new fault against the asset until the previous fault has beenclosed.NB: It is mandatory that a KBD test is done before a fault can be reported.The process flow below details the steps that need to be completed before a fault canbe submitted to BT.Step 1 Report a faultLog onto eCo Plus via www.btwholesale.com as shown in Section 2.Once you are inthe ‘Customer Zone’ within eCo Plus, click ’Report a fault’ to report a fault with EUAfor WBC.Alternatively you can use the ‘Quick Start’ facility and search via Service Referenceor Directory Number.NB: If using the ‘Report Fault’ facility then you will need to select an account thensearch for your asset.(See Section 2).Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 33 of 111

Step 2 Confirm that a KBD test has been done within 2 hoursNB: It is mandatory that a KBD test is done before a fault can be reported.Once you have entered your BBEU number you will be whether a KBD test has beendone within the last 2 hours.If it is more than 2 hours since a KBD test was last done, then a new test will need tobe initiated.There are three options that you can choose from the dropdown.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 34 of 111

If you select the ‘NO’ option you will see the screen below and will be prompted to goback and Initiate KBDStep 3 Not able to Execute KBDIf the ‘Not able to Execute’ option is selected the following screen will be displayed:Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 35 of 111

If the ‘Individual Circuit Failure’ ( KBD problems with only 1 one asset) or the KBD‘Sytem Failure ‘option is chosen you will need to give a brief description of the issue.An error message will appear if you try to move on without entering a description. Thered asterisk means that the field is mandatory.Once all details have been enterered Click on NEXT to continue.If the ‘KBD System Failure’ ( KBD Down) option is chosen the KBD test will bebypassed and you will be able to report your fault.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 36 of 111

Step 4 Reporting a KBD faultAssuming that your service has had a KBD test in the last 2 hours, click on ‘Yes’Another question will appear asking if you want to choose the CCSFI option.NB: This will not be allowed if the KBD outcome code indicates that CCSFI isNOT offered for this outcome.Please refer to FTTP/FTTC Best Practice Guide for a list of KBD outcome codes (seethe link below)http://www.btwholesale.com/pages/static/Applications/Faults/knowledge_based_diagnostics.htmlSelect ‘Yes’ from the dropdown if you want CCFSI ( Customer Controlled SpecialFaults Investigation)By selecting the ‘NO’ option BT Wholesale will be triggered to initiate furtherdiagnostics.For this training we are following the ‘NO’ option and will cover CCSFI appointmentslater in this document.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 37 of 111

Click on the calendar icon to select the date for when the service was last working ok.Step 5 Fault Placement : Structured QuestionsThe Fault Placement : Structured Questions screen is displayed.Please progress through the structured questions and be as accurate as you can. Youwill be provided with drop down options relating to the questions and where necessarya free text field will be made available for you to populate specific informationregarding the question and your fault.The structured questions follow a particular path which is as a direct consequence ofyour previous response. This is designed to establish the root cause of your fault byeliminating certain possibilities and checking specific statements and will enable thesystem to diagnose your fault accurately.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 38 of 111

NB: Questions with an asterisk are mandatory.Select whether the service be taken for testingNB: Non intrusive testing does NOT take the circuit out of service but intrusivetesting will.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 39 of 111

Once you have provided a response to a question move onto the next one. At anytime during this process, you have the option to ‘Cancel’Enter Technical Assistance Service desk details and the times that they are available.Enter End User contact details and the best time that they can be contacted. If thereare any Secondary contact details select YES from the dropdown and you will begiven more questions to answer.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 40 of 111

Step 6 Additional Structured QuestionsIf there are no secondary contact details you will be prompted to enter additional contactinformation.You will also need to advise whether the PSTN or Broadband service has beenchanged recently and give details of the changes.Please advise whether there are any hazards or access arrangements.Click on ‘NEXT’ to complete your fault report or ‘Cancel’ to exit.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 41 of 111

Step 7 Create a Fault ReportYou can enter your own reference to search by or use the Service reference tosearch for the fault report via track fault details.Eco plus defaults the contact details to the person that has raised the fault but the KCIcontact can be changed at this point by clicking on ‘change contact’ link.Please tick the box at the bottom of the page to show that you have read andunderstood the possible charges that may be incurred then click on ‘SUBMIT’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 42 of 111

Step 8 Fault submittedThe BT reference number that is generated is unique to the fault that you havereported and can be used to track your fault.Please note, if a fault has already been placed against your asset, you will not be ableto raise a new fault against the asset until the previous fault has been closed.The ‘Associated Faults’ button enables you to see if any faults have been raisedagainst the asset.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 43 of 111

5 Submitting a CCSFI FaultLet’s now look at how you would raise a fault if the KBD outcome code allows you torequest CCSFI (Customer Controlled SFI).CCSFI allows you to arrange for a SFI engineer without having to do furtherdiagnostics.Please note the CCSFI offering is not available for FTTC or FTTP at this time.Go to FTTP/FTTC Best Practice Guide for a list of KBD outcome codeshttp://www.btwholesale.com/pages/static/Applications/Faults/knowledge_based_diagnostics.htmlStep 1 Selecting CCSFI OptionSelect ‘Yes’ from the Dropdown if you want CCFSI ( Customer Controlled SFI). Youwill be asked to supply the date when the service last worked.Click on the Calendar Icon and select the date. You will need to select YES or NO toadvise if intrusive testing can be done.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 44 of 111

Step 2 Contact detailsAll the fields which have a red asterisk are mandatory and error messages will appearif the fields are not filled in.Enter Technical Assistance Service desk details and the times that they are available.Enter End User contact details and the best time that they can be contacted. If thereare any Secondary contact details select YES from the dropdown and you will begiven more questions to answer re:Secondary contact.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 45 of 111

Step 3 Additional InformationEnter any access arrangement details or site hazards. Click on ‘NEXT’ to completethe fault report.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 46 of 111

Step 4 SFI DetailsAll Modules are Mandatory and are ticked by defaultOnce all the information has been populated click on ‘NEXT’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 47 of 111

Step 5 Making an AppointmentClick on the calendar icon to open up the calendar applet.Select the date and the AM or PM appointment slot required and click on ‘OK’ thenclick on ‘CONTINUE’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 48 of 111

The appointment has been raised successfully.Click on ContinueIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 49 of 111

Step 6 Create Fault ReportFill in all Mandatory fields and tick the box to agree any timescale charges then clickon ‘Submit’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 50 of 111

Step 7 Fault submittedThe fault has been submitted and a fault reference generated. You can use thisreference to track your faults .NB: Please be aware that you will need to re-vist your fault by using the FaultTracker process (section 7) and the BT fault reference to check the status of thefault and the ‘Outstanding Actions’.If you get the option to raise another SFI thefollow the ‘Reject a Fault process’ in section 11.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 51 of 111

6 Reporting a fault when KBD is not availableBefore a fault can be reported a KBD test has to have been done within the last 2 hours.Sometimes you will not be able to do this due to a system fail.Follow the steps below to report a fault when you are unable to initiate a KBD testdue to a fault with the system.Step 1 Report a faultNavigate to the Customer Zone Page and click on ‘Report Fault’.(Section 2)Select ‘KBD Fault’ as Diagnostic Fault is no longer an option.You will be provided with drop down options relating to the questions and wherenecessary a free text field will be made available for you to populate specificinformation regarding the question and your fault.At any time during this process, you have the option to go to ‘Previous screen’ or‘Cancel.’ Once you have provided a response to a question, click ’NEXT’ to moveonto the next question.Once you have completed the structured question and reach the point in the journeyas detailed in screen shot below, please select ’NEXT’ to complete your ‘Fault Report’or select Cancel to exit..Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 52 of 111

Step 2 Not able to excecute KBDPlease select ‘Not able to execute’ to bypass KBD testing then click on ‘NEXT’You will be asked if there is a System fail or if there is an individual circuit failure.If you are having problems doing a KBD test with only one of your servicesthen thiswould be an individual circuit failure. If you were having problems testing a few of yourservices then there could be a KBD system failure.Click on the calendar icon to open the calendar applet. When you have selected thedate click on ‘SAVE’ to close the applet and click on ‘NEXT’ to move on with reportingthe fault.Please advise if intrusive testing can be done.NB: Non intrusive testing does NOT take the circuit out of service but intrusivetesting will.Please advise if customer has power and has rebooted their PC.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 53 of 111

Step 3 Structured QuestionsFrom this point you can chose which fault report is being reported. For example weare using No synch in this training guide .Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 54 of 111

Step 4 Technical detailsEnter Technical details and contact availability times for the technical service deskand primary contact name and telephone number and convenient contact times,Step 5 Secondary Contact DetailsIf there are secondary contact details then select ‘YES’ if not select ‘NO’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 55 of 111

Enter secondary contact name and telephone number and best contact times.Step 6 Additional InformationEnter additional contact Information and advise if there have been any changes on thePSTN or Broadband. If you select YES you will need to give details of the changes.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 56 of 111

Step 7 On site hazardsEnter any on site hazardsStep 8 Access DetailsEnter access details then click on ‘NEXT’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 57 of 111

Step 9 Create fault reportFill in the fault description.NB: Questions with an asterisk are mandatory.You will need to agree to pay the charges before you can ‘SUBMIT’ the fault.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 58 of 111

Step 10 Fault submittedThe fault has been submitted and a fault reference gernerated. You can use thisreference to track your faults .Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 59 of 111

7 How to use eCo Plus to Track a FaultThis section covers the Track Fault functionality and provides a step by step guide onhow to use eCo Plus to track faults.Step 1. Track FaultsOnce you are logged into eCo plus, from the Customer Zone you need to click on‘Track a Fault’ or search via ‘Quick Start’ which will then take you to where you cansearch for your asset.Please note that searching against all accounts will take longer than searching againsta single account.Various search criteria is available for you to search your order. You can search forpart of a number or reference by using an asterisk (*) as a wild card (e.g. Servicereference ‘0123*) will search all instances where the Service reference begins withIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 60 of 111

‘0123’). You can also search orders against an account by clicking on the radiobutton to the left of the account name.The screen below follows raise fault journey by using the using the search function intrack faults, similar to the provision journey. Please fill in the search criteria, and thenclick ‘search.’The faults that you have searched for in the selected accounts will be listed in thescreen. For a new search on a different account, please choose the account and click‘New Search’.By clicking on the service reference, you will be taken to the Fault Details screenwhere the details of your fault, plus any notes or updates can be seen.Step 2 Search PerametersEnter your search perameter and click on ‘SEARCH’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 61 of 111

Enter your search perameter and click on a ‘BT reference’ hyperlink to drill down intothe fault detailsRefer to dropdwn as it can filter the fsault that you’re looking for & mention that the 1-10 you can scroll acrossScroll down the Fault details screen to Fault StatusIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 62 of 111

Step 3 View service detailsFrom the Track Faults page you will also have the capability of searching the ‘ServiceDetails’.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 63 of 111

The Service Details screen will show you all the attributes on your asset as shownbelow:BBE00014370Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 64 of 111

8 How to use eCo Plus to Amend a FaultThis section covers the Amend Fault functionality and provides a step by step guidedemonstrating how to use eCo Plus to amend a fault.Please find the list of amendable parameters for Trouble Ticket below:The contact number for the Communication Provider's Technical AssistanceService Desk.The contact availability times for the Communication Provider's technical servicedesk.The End User Primary Contact's Name.The End User's Primary contact Telephone Number.The best contact times for the primary contact.The End User's Secondary contact's Telephone Number.Any additional contact information.Access arrangement details.Any new Site Hazards that our Engineers should be made aware of.Structured questions pertaining to the fault.Step 1. Locate your FaultOnce you are logged into eCo plus, from the Customer Zone you need to click on‘Track a Fault’ or ‘Quick Start’ to search for your asset via Directory number or BTFault reference number. See Section 2Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 65 of 111

Enter your search perameter and click on ‘SEARCH’Click on the ‘AMEND’ button to amend fault details.OpenIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 66 of 111

Step 2 Amend Fault DetailsThe Amend Fault Details screen will be displayed . You will then be taken thoughsome of the details that you submitted when you originally raised the fault.If a question requires no change move onto following question.If amendment is required, make the necessary change then move onto the nextquestion.At any time during this process, you have the option to go to ‘Previous screen’ or‘Cancel.’Certain amendments may incur extra charges for the Customer for work alreadycarried out. Please check CAPC (if not already checked) and ensure that theCustomer is advised of the possible charges.Please put a tick in the box confirming that you have the correct delegated authority toprogress the fault amendment on behalf of the Communications Provider.By putting a tick in the box you agree to pay the repair charges if the network orequipment failure turns out to be a non-BT fault.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 67 of 111

Step 3 Accepting possible chargesPlease check the box and click ‘NEXT’ if you accept the possible charges. Otherwiseclick Cancel to return to the Fault Details without making any changes to the details.Click ‘NEXT’ to continue.Step 4 Amendments confirmationIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 68 of 111

9 How to use eCo Plus to Cancel a FaultThis section covers the ‘Cancel Fault’ functionality and provides a step to step guidedemonstrating how to use eCo Plus to cancel a fault.Step 1. Locate your FaultTo locate the fault you intend to cancel, please follow the process as described inSection 7: ‘How to use eCo Plus to Track a fault’Step 2. Cancel FaultThe Fault Details screen is displayed where the details of your fault, plus any notesor updates can be seen. To cancel fault on the selected asset, click ’CANCEL.’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 69 of 111

Please see below a list of cancellation reasons that are available on the drop down listin the fault cancellation journey.Access problems Incorrect line reported Fault Location changedLine being ceasedFault no longer exists onlineWrong Asset NumberReportedCircuit Now WorkingIncorrect Service IDreportedProblem on Customer Cost implicationEquipmentPlease do not select ‘Notes’ as a cancellationreasonPlease note, that if your fault has now progressed to a stage where agents may beworking on it, a cancellation is likely to incur extra charges. Please check CAPC (if notalready checked) and ensure that the Customer is advised of the possible charges.Please select your ‘Cancellation reason’ from the drop down menu and put yourreason for rejecting the fault in the free text field as circled in the screen shot below.Step 3 Cancellation reasonSelect a reason for cancelling the fault from the dropdown menu.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 70 of 111

Enter a cancellation note and click on ‘SUBMIT’Circuit now workingIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 71 of 111

Step 4 Cancellation confirmationThis is the confirmation screen you will get once the cancellation has been submitted.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 72 of 111

10 How to use eCo Plus to Close a FaultThis section covers the ‘Close Fault’ functionality and provides a step by step guidedemonstrating how to use eCo Plus to search and close a fault.Log onto eCo Plus via www.btwholesale.com , then once you are in the ‘CustomerZone’ within eCo Plus, click ’Track Faults ’ or search via ‘Quick Start’ to track whataction is required by you to subsequently close a fault against your asset.Step 1 Search for AssetIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 73 of 111

Enter the Service reference number and click on ‘Search’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 74 of 111

Step 2 Click on InboxClick on InboxIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 75 of 111

Step 3 Action requiredYour Inbox screen is displayed. You can view ‘Web Queries’ on this page which listresponses to the queries you have raised. The Action required section is defaulted to‘Orders’ and lists items that require your attention.To see what Fault related actions that are outstanding and require attention, click‘Faults.’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 76 of 111

Step 3 Close FaultIf any action is required by you, there will be a line item under the ‘Action required’section detailing the fault’s BT reference.Please note that by clicking the BT reference number hyperlink as shown in screenshot below, you will be taken to the Fault details page.Any updates pertaining to your fault can be located in the updates area.To return to your ‘Inbox’ from this page, please return to the ‘Customer Zone’ andclick ’Inbox’.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 77 of 111

Here you have the option to either ‘Accept’ or ‘Reject’ resolution of the fault. To acceptthat the fault has now been resolved, click ‘ACCEPT’. Please note that there is nofurther confirmation required from you once you have clicked the ‘ACCEPT’ button.The fault would have been accepted as being resolved, and you will be returned toyour Inbox screen with the fault removed.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 78 of 111

You can view details of your fault by using the Fault Tracking functionality. The FaultStatus will be ‘Open – Cleared’. For information on how to utilise the Fault Trackingfunctionality, please refer to Section 7 of this document. Your fault will be closedautomatically in 2 hours and the Status will be ‘Closed – Completed’.Please note that if you accepted the fault in error, you will need to fully raise thefault again as a new fault, but only after 2 hours as described above where theStatus would have changed from ‘Open – Cleared’ to ‘Closed – Completed’ asshown in the screen shot below.You can view details of your fault by using the ‘Fault Tracking’ functionality. The FaultStatus will be ‘Open – Cleared’.For information on how to utilise the Fault Tracking functionality, please refer toSection 7 of this document.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 79 of 111

11 How to use eCo Plus to Reject a FaultThis section covers the Reject Fault functionality and provides a step by step guidedemonstrating how to use eCo Plus to search and ‘Reject’ a fault.This section covers the ‘Reject Fault’ functionality and provides a step to step guidedemonstrating how to use eCo Plus to search and reject a fault.Step 1 InboxLog onto eCo Plus via www.btwholesale.com ,then once you are in the ‘CustomerZone’ within eCo Plus, click ’Inbox’ to track what action is required by you tosubsequently reject a fault against your asset. Alternatively you can search for yourrequired action via ‘INBOX’ or ’Track Faults’ using the BT Fault Reference or theDirectory Number.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 80 of 111

Step 2 Reject Fault via InboxYou Inbox screen is displayed. You can view Web Queries on this page which listresponses to the queries you have raised. The Action required section is defaulted to‘Orders’ and lists items that require your attention.To see what Fault related actions that are outstanding and require attention, click‘Faults.’If any action is required by you, there will be a line item under the ‘Action required’section detailing the fault’s BT reference.Please note that by clicking the BT reference number hyperlink as shown in screenshot below, you will be taken to the Fault details page.Any updates pertaining to your fault can be located in the updates area.NB: You are responsible for managing your Inbox.MCO (Manage Customer Order) for accepting or rejecting excess charges that aregreater than the customers provided limit .We suggest you action these within 72 hours to either accept or reject.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 81 of 111

To return to your ‘Inbox’ from this page, please return to the ‘Customer Zone’ andclick ’Inbox’.Step 3 Track FaultNavigate to Customer zone and click on ‘Track Fault’ enter the Service ID andselect ‘Open’ as the status to refine your searchIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 82 of 111

Click on the BT reference hyperlinkIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 83 of 111

Step 4 Rejecting a fault via the ‘Track Fault’ screenThe fault details screen will give you the option to Reject or Accept the clear on yourfault and it’s also telling you that if you reject this fault then you will be offered an SFIappointment.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 84 of 111

When the ‘Reject’ button is clicked in either the ‘INBOX’ or ‘TRACK FAULT’ searchyou will be asked to give a rejection reason.Step 5 Entering a rejection reasonNB: Questions with an asterisk are mandatory.Select the rejection reason and add rejection notes if required then click ‘OK’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 85 of 111

Select the modules you requireNB: All Modules are Mandatory an error message will appear if they are not selectedand you will be unable to move on.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 86 of 111

Step 6 SFI structured questionsNB: Questions with an asterisk are mandatory.Select whether co-op is required and enter the Contact name and telephone numberand any useful additional information then click on ‘NEXT’ to continueIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 87 of 111

Step 6 Booking a SFI apppointmentClick on the calendar dropdown to open up the appointment calendarSelect the date required and then click on ‘SAVE’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 88 of 111

Click on the ‘Appointment slot’ dropdown to open up the available timeslotsSelect the timeslot you want by clicking on the radio button.Then click on ‘OK’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 89 of 111

This screen tells you that your request has been successful. Click on ‘CONTINUE’Step 7 Appointment is confirmationIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 90 of 111

You can view details of your fault by using the Fault Tracking functionality. The FaultStatus will be ‘Open – In Progress’ confirming that your fault is now with BT.The same fault process will apply as before. BT will perform diagnostics and maycontact you via your ‘Inbox’ under the ‘Action required’ section.NB: Please be aware that you will need to re-vist your fault by using the FaultTracker process (section 7) and the BT fault reference to check the status of thefault and the ‘Outstanding Actions’.If you get the option to raise another SFI thefollow the ‘Reject a Fault process’ in section 11.If a SFI has been raised in error and you want cancel it, go to the fault details screenand click ‘CANCEL SFI’. This button will only be visible if a SFI has been booked.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 91 of 111

Step 8 SFI cancellation confirmationOnce a SFI has been cancelled you will see the cancellation confirmation screen.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 92 of 111

12 Initiate DiagnostIcsThis section covers how to carry out standalone tests on a particular asset and view testresults before raising a fault.BB NetworkCheckPolicy managertestConsistencycheckRadius LogCheckDLM dataxDSL CoppertestNetworkIncident checkxDSL IP TestPTTR analysisxDSL StatuscheckStep 1 Initiate fault DiagnosticsFrom the ‘Customer Zone’ page, please click ’ Fault diagnostics’ to carry out adiagnostics test or search via ‘Quick Start ‘ using the Service Reference or theDirectory Number.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 93 of 111

Step 2 Select AccountThe Inventory Search screen is displayed. From this screen you will first need toselect the relevant account from the account listIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 94 of 111

Step 3 Asset SearchOnce you have selected the account.You will need to carry out either an asset orDirectory Number search. Enter the asset identifier into the Service Referencefield and select ’SEARCH’Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 95 of 111

Step 4 Initiate DiagnosticsIf you want the capability of running a Self Serve test on your service then click on‘FAULT DIAGNOSTICS’Refer to Section 3 of this document for information on the ‘Initiate KBD’ button.NB: This test is mandatory prior to raising a fault.For information on the ‘Release PPP session’ button as shown in screen shotbelow, please refer to Section 7 of this document.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 96 of 111

Step 5 Initiate Diagnostic TestOnce prompted with the Initiate Diagnostic Test screen, select the relevant Line TestCategory that reflects your fault from the drop down list. Once you have selected aparticular test, click on the ‘NEXT’ button.NB: The ‘Diagnose Fault’ option is no longer supported.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 97 of 111

You will see this screen after you have selected the test that you want to do. Themessage on the screen advises you that your test results can be viewed after15minutes.Click on ‘NEW TEST’ to initiate another test or ‘Continue’ to go to theCustomer Zone page for the option to view your tests results.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 98 of 111

Step 6 Test Results PageTo search for the tests results against your asset navigate to ‘Customer Zone’ andclick on ‘Diagnostic Results’.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 99 of 111

Step 7 Search for resultsEnter your Service Reference ID then click ‘SEARCH’BBEU00021481Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 100 of 111

All the tests that have been performed on that asset will be shown. Select the test youwant to look at by clicking on the radio button.Each time you select to view a different test the ‘Test Outcome Details’ referencenumber will change. Click on this reference to view the test results of the chosen test.NB: Although there is a raise fault button you will not be able to use as it is nolonger available.Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 101 of 111

13 Examples of Test ResultsBB Network CheckNetwork Incident CheckBBEU00021481Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 102 of 111

XDSL IP TestBBEU00021481Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 103 of 111

XDSL Copper Line TestBBEU00021481Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 104 of 111

RADIUS Log CheckXDSL Status CheckBBEU00021481Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 105 of 111

Policy Manager TestConsistency Check Test resultsIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 106 of 111

PTTR analysisBBEU00021481DLM DataBBEU00021481Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 107 of 111

14 Ordering AccessStep 1. Register and be aligned to a BT Line of Business (BT Wholesale)You must contact Wholesale Client Reception Team either by phone (0800 671045)or email clientreception@bt.com. The Reception team checks that you are a bona fideentity (credit checks etc) and assigns an Account Manager.You must have a Legal Entity. BT creates a Customer Account. Before Products canbe ordered, a Billing Account needs to be created, containing information on Contacts,Billing Address etc. This will be done by BT Wholesale Billing on receipt of thenecessary information (this will normally come via the Account Manager)This stage of the process could take a week, but depends on the size and complexityof the relationship.Step 2. Register on BT Wholesalewww.btwholesale.com is the portal to access eCo Plus, and Users must log in via itfirst.Register by going to www.btwholesale.com clicking on the Register link, and goingthrough the online registration process which is intuitive.An email will be sent to confirm successful Registration. Help can be obtained vialinks off the website. This stage of the process is more or less immediate.If you are already a BT customer or have just completed steps 1 and 2 you can nowcomplete step 3.Step 3. eCo Plus RegistrationTo be able to Order 21CN Products online, Customers must Register for eCo Plus.There is a link off www.btwholesale.com to do this, however first Customers mustnominate Gold Users(s) who will be given certain admin rights and will vet additionalUsers within the Customer’s Organisation.The Gold User(s) names / contact details should be provided to BT via the BTProduct Manager / Account ManagerGold Users can, when advised, apply for eCo Plus access by following theInstructions shown belowGold User(s) will receive confirmation that they have access and can now logonto eCo PlusIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 108 of 111

Additional Users should follow the same process below, however Gold Userswill be given admin rights to authorise Additional Users to see that CustomerAccountAdditional Users will now be able to log in to eCo PlusStep 4. My AdminMyAdmin gives you the ability to manage access requests; delete users and deal withpassword re set for key BTW systems. This gives you control of who can access yourinformation and is managed by nominated administrators within your ownorganisation.The benefits of this are greater control over access, improved security and time savedwaiting for BTW to deal and access is 24x7.Things to consider...You will not be able to get set up for eCo Plus without My AdminCosts due to time wasted waiting for BTW to deal with password re-sets etc ..Increased security issues with staff leaving and still having access to yourinformation.http://www.btwholesale.com/pages/static/Applications/Orders/myadmin.htmlTo request accesso Log into www.btwholesale.com siteo From Customer Zone, select Subscribe to Other Applications.o Page down and select My Admino Complete on line applicationStep 5. Instructions to apply online be for eCo Plus (All Users)Please note that you will need to have your company admin's via 'MyAdmin'application.You will need to specify your companies CUG/ Account ID which you get from yourCustomer Relationship/ Account Manager.User logs onto www.btwholesale.com and Customer Zone page will bedisplayed.Click on ‘Subscribe to other Applications’On the Enhanced Services page, beneath the ‘Manage Orders’ menu, click on‘Eco Plus’Check the request this resource box against ‘Eco Plus’In ‘Additional Information’ give justification for why access is required which willhelp Admin validate the requestClick ReadyIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 109 of 111

User will receive on-screen confirmation & an automated email confirming therequest has been submitted & provisioning of access will take up to 24 hoursNOTE ‘Additional Users’ will not get access until enabled by their Gold Usersas mentioned on the previous pageUser logs into www.btwholesale.com, clicks on Eco Plus from their Applicationsmenu and can now Order 21CN Products and ServicesTo register a User typically takes 1-2 days. Several Users could be registeredsimultaneously but large numbers will take longerIssue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 110 of 111

DisclaimereCo Plus is still in development and as a result, there may be functionality or buttonsthat do not currently apply when ordering WBC (Wholesale Broadband Connect). BTwould appreciate your support and understanding during this time. Please report anyproblems to your Account Manager.Any prices shown on the screen shots within this training guide was taken for testpurposes only and do not represent a cost model for this product.Document HistoryIssue Number Reason for update Updated by DateIssue 1 First Issue (Release U ) BT Wholesale 1 March 2011Issue 2 Release updates BT Wholesale 04 May 2011Issue 2 : 2011© British Telecommunications plcThis guide is for training purposes only and is subject to change by BTPage 111 of 111