Checking your Fault Status- including accepting or rejecting the clear Version 1

1. Checking your Fault Status- including accepting or rejecting the clearVersion 1

2. Contents What’s in this User Guide? p3 – Version Control p4 – Searching for your Fault p12 – Status: Open - Cleared p16 – Status: Open - In Progress p18 – Status: Open - Clock Suspended p20 – Accepting or Rejecting the Clear p21 – Accepting the clear p24 – Rejecting the clear

3. Version Control

4. Searching for your Fault

5. Logging In Step 1: Logging In • Go to www.btwholesale.com • Enter your Username and Password • Click ‘Login’

6. Logging In • Step 2: Accessing the journey • Once logged in, you’ll be taken to Business Zone. • If you aren’t taken to Business zone, you’ll need to you speak with you Administrator • To access the new journey: • Click ‘Raise or Track a fault’

7. Checking your Fault Status 1 2 Step 2: Search for your fault • A pop up box will appear asking to enter BT Fault, Customer, Service Reference or Directory Number • 1) Enter the Service ID (normally a BBIP or BBEU) or the Directory Number • 2) Click on magnifying glass icon

8. Checking your Fault Status Step 2: Search for your fault We’ll confirm if we’ve been able to find an open fault against the reference you have provided. If there is an open fault, it will be displayed under the Fault Reference tab

9. Checking your Fault Status 1 Step 2: Search for your fault 1) Click on the Fault Reference Number

10. Checking your Fault Status 1 Step 3: Viewing the fault details • 1) Click ‘View details’

11. Checking your Fault Status Step 4: Status Information • You are now given a summary of the fault • The next slides will take you through what the various Status’ mean and what you need to do next.

12. Status: Open - Cleared

13. Checking your Fault Status Step 4a: Status Information • ‘Open –cleared’ is when BT Wholesale have passed the fault back to you for retest. • The clear code will give you an indication of where we believe the fault is/was and what you need to do next. • In this example there is a customer domain issue and a fault needs to be reported to the PSTN provider.

14. Checking your Fault Status Step 4a: Status Information • The ‘Status Information’ field will provide further information • Further information will be available on the fault notes. If you need help finding them please refer to the guide below: • Reading Notes and Engineers Status

15. Checking your Fault Status Step 4a: Status Information • Further down the page, under the Description Field you will be given the Accept or Reject the clear. • If you accept your fault will be closed • If you reject, the fault will come back into BT wholesale for further investigation • Further information on how to Accept or Reject the clear can be found in the guide below: • Checking your fault status

16. Status: Open – In Progress

17. Checking your Fault Status Step 4b: Status Information • If the Status shows ‘Open – In Progress’, the fault is currently investigated by BT Wholesale or Openreach • Further information on where to find the notes is available in the guide below: • Reading Notes and Engineer Status

18. Status: Open – Clock Suspended

19. Checking your Fault Status Step 4c: Status Information • ‘Open – Clock suspended’ is when the Appointment has been bookedand we are waiting for the appointment date

20. Accepting or Rejecting the clear

21. Accepting the clear

22. Accepting the clear 1 Step 5: Accept the Clear • If your fault is in ‘Open – Cleared’ status and you are happy that the issue has been resolved, you can accept the clear to close the fault. • 1) Select the ‘Accept’ option

23. Accepting the Clear 1 2 Step 5: Accept the Clear Click ‘Refresh’ The Status will change to ‘Closed – Completed’ Note: You have 5 days to respond to a fault in ‘Open – Clear’ status before the fault auto-closes. If you don’t respond in time and the issue still persists, you will need to raise a new fault.

24. Rejecting the clear

25. Accepting the clear 1 Step 6: Reject the Clear • If your fault is in ‘Open – Cleared’ status and you believe the fault still persists you can reject the clear to get BT Wholesale to investigate further. • The ‘Description’ text tells you what will happen next if you reject the clear, this can say further investigation, or book an SFI appointment etc. • 1) Select the ‘Reject’ option

26. Rejecting the Clear 1 2 3 Step 6: Rejecting Clear If the fault description states that the fault needs further investigation from BT Wholesale follow the steps below: 1) ‘Failed Retest’ will automatically be selected 2) Provide us with details as to why you are rejecting the clear. This will help us with our investigations 3) Click ‘OK’ If the fault description states that an SFI needs to be booked please refer to the Booking an appointment guide