Current Speed Via Zen

Tuesday, 12 June 2007

Fault reference: 42436

Fault reference: 42436
Date fault opened: Monday 16th April 2007 11:16am

Notes
12-Jun-2007 11:20 (Sam )
simon called wants the appointment to be booked is avaialble wednesday 13th or friday 15th afternoon this week.

12-Jun-2007 10:07 (BT)
Fault Status: Awaiting BT engineer appointment.

BT have requested that an engineer be booked to investigate this fault further.
Please call our support department on 0845 058 9009 to arrange suitable access times.

Engineer visits take place Monday to Friday in two slots:

AM (8am to 1pm)
and
PM (1pm to 6pm)

Due to engineer availability you may not be able to obtain your preferred appointment time and may be required to supply an alternative date/time for an engineer appointment.

Please note: the fault will automatically close in five days if you do not contact Zen to arrange an engineer appointment.

If an engineer attends and the fault is found to be due to your equipment (including internal wiring) or configuration you will be subject to a charge of £150 +VAT.

Tel: 08450589009
Email: support@zen.co.uk

12-Jun-2007 09:52 (Lee)
Simon called as retest shows same results. he is unhappy that BT don't seem to be doing anything. Passed fault back to BT, with updated information.

11-Jun-2007 15:13 (BT)
Fault status: Awaiting customer re-test.

BT have completed diagnostics and would like you to re-test the connection to determine if the fault has been resolved.

A basic retest would require you to power-cycle (power off and switch back on) your ADSL equipment and test from the BT test and/or master socket.

If the fault remains, or if you require more detailed instructions, please contact our Technical Support team.

If the symptoms of the fault have changed please provide a summary of the tests you have completed and details of the new symptoms.

If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.

Tel: 08450589009
Email: support@zen.co.uk

11-Jun-2007 14:36 (BT)
Fault Status: In Hand with BT.

We have received an update from BT to indicate that they are still investigating this fault.

Further updates will be posted on this Web site as we receive them.

Tel: 08450589009
Email: support@zen.co.uk

11-Jun-2007 14:08 (BT)
Fault Status: In Hand with BT.

We have received an update from BT to indicate that they are still investigating this fault.

Further updates will be posted on this Web site as we receive them.

Tel: 08450589009
Email: support@zen.co.uk

11-Jun-2007 13:54 (Lee)
Hello,


This fault has been raised with BT wholesale.


Initial diagnostics should be completed after six BT working hours* at which time further information will be available on the next steps required to progress the investigation of this fault. We recommend you contact us at this point to ensure the fault is resolved as quickly as possible.


In order for this fault to progress promptly we recommend that you maintain contact with the technical support department, at least once a day, and actively monitor this fault tracker for any updates. Typically updates to the fault investigation will be posted within six working hours of us confirming that information you have supplied to us has been passed to BT for further investigation.


It is imperative that you keep in touch with us and let us know the results of any diagnostic or repair actions that are taken**. Your fault may be closed automatically if we do not receive contact from you within five days of the latest BT update.


If we find that you have not completed the required diagnostics you may be subject to an 'administration charge' of £46.00 (exc VAT).


We also reserve the right to raise an 'abortive visit charge' of £50.00 (exc VAT) in the following cases:


(a) When entry to your premises is refused, or no access can be gained despite you having agreed that BT or any other person may access your premises.


(b) When you report a fault, and a BT engineer visits your premises, and discovers that the fault is not due to a failing or defect in any BT maintained services and/or equipment.


Best regards,

Technical Support
Zen Internet Ltd.
*BT Working hours are from 8am to 8pm, Monday to Friday.
**Technical support can be contacted on 0845 058 9009 between the hours of 8am and 8pm Monday – Friday and from 9am to 5pm Saturday and Sunday.

11-Jun-2007 11:21 (Daniel Dearlove)
connection appears to have been more stable over the weekend but the connection appears to have been below fault threshold rate all weekend:

Upstream
Loop Loss: 36
SNR Margin: 15
Errored Seconds: 0
hec Errors: 0
Cell Count: 15652544
Speed: 448

Downstream
Loop Loss: 60
SNR Margin: 17
Errored Seconds: 0
hec Errors: 0
Cell Count: 78408145
Speed: 448

11-Jun-2007 10:06 (BT)
Fault Status: Fault Repaired/Resolved

We have received an update from BT which indicates that your fault has been repaired/resolved.

If this is the case please enter a brief note and close the fault using the box provided below.

If this is not the case please conduct a full retest. A retest involves a power-cycle (power off and switch back on) of your ADSL equipment and computer and connecting to the BT test and/or master socket.

If a fault remains after this retest please contact the Technical Support team with details of the tests conducted, along with the details of any change in symptoms.


Tel: 08450589009
Email: support@zen.co.uk

07-Jun-2007 13:52 (Nigel)
Connection appears far more stable than previous.

07-Jun-2007: 1
06-Jun-2007: 3
05-Jun-2007: 1
Total Disconnections: 5

As per customers note before will leave this with him until tomorrow for continued monitoring.

***This fault will expire in 4 days***

06-Jun-2007 11:56 (Nitish )
Mr.Derry called to say that he had done the retest and that he will monitor it for 3 days.

****Please note that the fault will close automatically in 5 days if there is no update/response from the customer within that time ******

06-Jun-2007 10:32 (BT)
Fault status: Awaiting customer re-test.

BT have completed diagnostics and would like you to re-test the connection to determine if the fault has been resolved.

A basic retest would require you to power-cycle (power off and switch back on) your ADSL equipment and test from the BT test and/or master socket.

If the fault remains, or if you require more detailed instructions, please contact our Technical Support team.

If the symptoms of the fault have changed please provide a summary of the tests you have completed and details of the new symptoms.

If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.

Tel: 08450589009
Email: support@zen.co.uk

06-Jun-2007 10:04 (BT)
Fault Status: In Hand with BT.

We have received an update from BT to indicate that they are still investigating this fault.

Further updates will be posted on this Web site as we receive them.

Tel: 08450589009
Email: support@zen.co.uk

05-Jun-2007 23:55 (BT)
Fault Status: With BT for further investigation.

We have received an update from BT which suggests that this fault requires further investigation in order to identify the cause.

Tel: 08450589009
Email: support@zen.co.uk

05-Jun-2007 18:08 (BT)
Fault Status: In Hand with BT.

We have received an update from BT to indicate that they are still investigating this fault.

Further updates will be posted on this Web site as we receive them.

Tel: 08450589009
Email: support@zen.co.uk

05-Jun-2007 17:42 (BT)
Fault Status: Awaiting BT engineer appointment.

BT have requested that an engineer be booked to investigate this fault further.
Please call our support department on 0845 058 9009 to arrange suitable access times.

Engineer visits take place Monday to Friday in two slots:

AM (8am to 1pm)
and
PM (1pm to 6pm)

Due to engineer availability you may not be able to obtain your preferred appointment time and may be required to supply an alternative date/time for an engineer appointment.

Please note: the fault will automatically close in five days if you do not contact Zen to arrange an engineer appointment.

Tel: 08450589009
Email: support@zen.co.uk

05-Jun-2007 17:25 (Lee)
Contacted BT and discussed the case with a adviser, they have confirmed another engineer visit isnt necessary and will pass it back to CFI.

05-Jun-2007 15:43 (Stuart)
simon derry called. The 2nd BT engineer fitted an RF3 and SSFP filter. If booked, this will be the 5th BT Engineer to visit. He reports that BT SFI have already been too and were not aware of previous work that had been done on the line - so had to start diags from scratch.

Please can we contact BT and see if they can look at all the faults that have been raised on this line, and see how it can be progressed. Another BT CSE would not find anything new this time.

05-Jun-2007 14:18 (BT)
Fault Status: Awaiting BT engineer appointment.

BT have requested that an engineer be booked to investigate this fault further.
Please call our support department on 0845 058 9009 to arrange suitable access times.

Engineer visits take place Monday to Friday in two slots:

AM (8am to 1pm)
and
PM (1pm to 6pm)

Due to engineer availability you may not be able to obtain your preferred appointment time and may be required to supply an alternative date/time for an engineer appointment.

Please note: the fault will automatically close in five days if you do not contact Zen to arrange an engineer appointment.

Tel: 08450589009
Email: support@zen.co.uk

05-Jun-2007 13:52 (BT)
Fault status: Awaiting customer re-test.

BT have completed diagnostics and would like you to re-test the connection to determine if the fault has been resolved.

A basic retest would require you to power-cycle (power off and switch back on) your ADSL equipment and test from the BT test and/or master socket.

If the fault remains, or if you require more detailed instructions, please contact our Technical Support team.

If the symptoms of the fault have changed please provide a summary of the tests you have completed and details of the new symptoms.

If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.

Tel: 08450589009
Email: support@zen.co.uk

05-Jun-2007 13:42 (Aaron)
Connection still dropping out passing back to BT.

04-Jun-2007 13:41 (BT)
Fault status: Awaiting customer re-test.

BT have completed diagnostics and would like you to re-test the connection to determine if the fault has been resolved.

A basic retest would require you to power-cycle (power off and switch back on) your ADSL equipment and test from the BT test and/or master socket.

If the fault remains, or if you require more detailed instructions, please contact our Technical Support team.

If the symptoms of the fault have changed please provide a summary of the tests you have completed and details of the new symptoms.

If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.

Tel: 08450589009
Email: support@zen.co.uk

04-Jun-2007 12:55 (BT)
Fault Status: In Hand with BT.

We have received an update from BT to indicate that they are still investigating this fault.

Further updates will be posted on this Web site as we receive them.

Tel: 08450589009
Email: support@zen.co.uk

04-Jun-2007 12:20 (Mark )
Hello,


This fault has been raised with BT wholesale.


Initial diagnostics should be completed after six BT working hours* at which time further information will be available on the next steps required to progress the investigation of this fault. We recommend you contact us at this point to ensure the fault is resolved as quickly as possible.


In order for this fault to progress promptly we recommend that you maintain contact with the technical support department, at least once a day, and actively monitor this fault tracker for any updates. Typically updates to the fault investigation will be posted within six working hours of us confirming that information you have supplied to us has been passed to BT for further investigation.


It is imperative that you keep in touch with us and let us know the results of any diagnostic or repair actions that are taken**. Your fault may be closed automatically if we do not receive contact from you within five days of the latest BT update.


If we find that you have not completed the required diagnostics you may be subject to an 'administration charge' of £46.00 (exc VAT).


We also reserve the right to raise an 'abortive visit charge' of £50.00 (exc VAT) in the following cases:


(a) When entry to your premises is refused, or no access can be gained despite you having agreed that BT or any other person may access your premises.


(b) When you report a fault, and a BT engineer visits your premises, and discovers that the fault is not due to a failing or defect in any BT maintained services and/or equipment.


Best regards,

Technical Support
Zen Internet Ltd.
*BT Working hours are from 8am to 8pm, Monday to Friday.
**Technical support can be contacted on 0845 058 9009 between the hours of 8am and 8pm Monday – Friday and from 9am to 5pm Saturday and Sunday.

04-Jun-2007 11:15 (David Flint)
Line was stable over the weekend @ 250 sync. today it has gone back loosing sync every few min.

04-Jun-2007 11:09 (Phil)
Hello,

This fault has now expired. If problems are still present please contact Technical Support on 0845 058 9009 quoting the fault reference. We will then be able to resume investigations.

Kind regards,
Technical Support.

03-Jun-2007 09:35 (BT)
Fault Status: Fault Repaired/Resolved

We have received an update from BT which indicates that your fault has been repaired/resolved.

If this is the case please enter a brief note and close the fault using the box provided below.

If this is not the case please conduct a full retest. A retest involves a power-cycle (power off and switch back on) of your ADSL equipment and computer and connecting to the BT test and/or master socket.

If a fault remains after this retest please contact the Technical Support team with details of the tests conducted, along with the details of any change in symptoms.


Tel: 08450589009
Email: support@zen.co.uk

03-Jun-2007 09:10 (BT)
Fault status: Awaiting customer re-test.

BT have completed diagnostics and would like you to re-test the connection to determine if the fault has been resolved.

A basic retest would require you to power-cycle (power off and switch back on) your ADSL equipment and test from the BT test and/or master socket.

If the fault remains, or if you require more detailed instructions, please contact our Technical Support team.

If the symptoms of the fault have changed please provide a summary of the tests you have completed and details of the new symptoms.

If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.

Tel: 08450589009
Email: support@zen.co.uk

30-May-2007 14:10 (Nigel )
As per customers call yesterday this fault will be left in 're-test' state for customer to continue to monitor.

Connection has currently been up for 1d 5h 49m 29s

***This fault will expire in 4 days***

29-May-2007 15:11 (Jamie Rosen)
Simon called in pleased that his connection now appeared to be stable, but was concerned about the low speeds. Informed him of the BRAS server and the changes it makes to a DSL Max line if it becomes intermittent, and that it would take 72 hours of solid connection for the line rate to rise again.

Advised Simon to contact us again if he notices any further drops in his connection and if after 72 hours, the connection's line rate remains so low to call us back to go through the appropriate diagnostics.

29-May-2007 14:45 (Nigel Talbot)
Called simon and left voicemail to advise connection appear to now be stable after frames engineer resolved initial issue after lift and shift stopped the customers connection.

29-May-2007: 1
28-May-2007: 1
27-May-2007: 1
26-May-2007: 4
25-May-2007: 2
24-May-2007: 5
23-May-2007: 17
22-May-2007: 7
21-May-2007: 1
19-May-2007: 3
18-May-2007: 1
14-May-2007: 5
12-May-2007: 7
11-May-2007: 2
10-May-2007: 3
09-May-2007: 2
08-May-2007: 13
07-May-2007: 2
05-May-2007: 3
04-May-2007: 1
02-May-2007: 1
01-May-2007: 6
Total Disconnections: 88

If you are still experiencing problems with your broadband connection please contact Technical Support on 0845 058 9009

***This fault will expire in 5 days***

29-May-2007 09:34 (BT)
Fault status: Awaiting customer re-test.

BT have completed diagnostics and would like you to re-test the connection to determine if the fault has been resolved.

A basic retest would require you to power-cycle (power off and switch back on) your ADSL equipment and test from the BT test and/or master socket.

If the fault remains, or if you require more detailed instructions, please contact our Technical Support team.

If the symptoms of the fault have changed please provide a summary of the tests you have completed and details of the new symptoms.

If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.

Tel: 08450589009
Email: support@zen.co.uk

27-May-2007 09:55 (BT)
Fault status: Awaiting customer re-test.

BT have completed diagnostics and would like you to re-test the connection to determine if the fault has been resolved.

A basic retest would require you to power-cycle (power off and switch back on) your ADSL equipment and test from the BT test and/or master socket.

If the fault remains, or if you require more detailed instructions, please contact our Technical Support team.

If the symptoms of the fault have changed please provide a summary of the tests you have completed and details of the new symptoms.

If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.

Tel: 08450589009
Email: support@zen.co.uk

25-May-2007 14:17 (Nigel )
Simon called for update, advised that a Frames Engineer has been tasked to check the connection at the exchange after the Lift and Shift and that we are awaiting his feedback.

25-May-2007 08:48 (BT)
Fault Status: In Hand with BT.

We have received an update from BT to indicate that they are still investigating this fault.

Further updates will be posted on this Web site as we receive them.

Tel: 08450589009
Email: support@zen.co.uk

25-May-2007 08:37 (Andrew)
Contacted BT, they advise they completed the lift and shift yesterday, connection appears to have been down since then, so have requested a taks be raised for a engineer to go back to the exchange to confirm that it has been correctly carried out, more information should be available later today

25-May-2007 08:24 (BT)
Fault status: Awaiting customer re-test.

BT have completed diagnostics and would like you to re-test the connection to determine if the fault has been resolved.

A basic retest would require you to power-cycle (power off and switch back on) your ADSL equipment and test from the BT test and/or master socket.

If the fault remains, or if you require more detailed instructions, please contact our Technical Support team.

If the symptoms of the fault have changed please provide a summary of the tests you have completed and details of the new symptoms.

If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.

Tel: 08450589009
Email: support@zen.co.uk

24-May-2007 18:18 (Daniel)
AP not available. Advised customer of current information in Eco and normal timescales for lift-and-shift (up to 48 hours)

Nevertheless, wishes to speak to AP. Emailed AP requesting callback

24-May-2007 15:45 (BT)
Fault status: Awaiting customer re-test.

BT have completed diagnostics and would like you to re-test the connection to determine if the fault has been resolved.

A basic retest would require you to power-cycle (power off and switch back on) your ADSL equipment and test from the BT test and/or master socket.

If the fault remains, or if you require more detailed instructions, please contact our Technical Support team.

If the symptoms of the fault have changed please provide a summary of the tests you have completed and details of the new symptoms.

If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.

Tel: 08450589009
Email: support@zen.co.uk

24-May-2007 14:51 (BT)
Fault Status: In Hand with BT.

We have received an update from BT to indicate that they are still investigating this fault.

Further updates will be posted on this Web site as we receive them.

Tel: 08450589009
Email: support@zen.co.uk

24-May-2007 09:55 (BT)
Fault Status: In Hand with BT.

We have received an update from BT to indicate that they are still investigating this fault.

Further updates will be posted on this Web site as we receive them.

Tel: 08450589009
Email: support@zen.co.uk

24-May-2007 08:38 (BT)
Fault Status: In Hand with BT.

We have received an update from BT to indicate that they are still investigating this fault.

Further updates will be posted on this Web site as we receive them.

Tel: 08450589009
Email: support@zen.co.uk

23-May-2007 17:12 (BT)
Fault Status: Awaiting results of BT engineer visit.

A BT engineer has been booked to investigate this fault further.

In the case that this is a site visit please keep us up to date with any repair actions undertaken by the engineer.

Tel: 08450589009
Email: support@zen.co.uk

23-May-2007 16:48 (BT)
Fault Status: Awaiting BT engineer appointment.

BT have requested that an engineer be booked to investigate this fault further.
Please call our support department on 0845 058 9009 to arrange suitable access times.

Engineer visits take place Monday to Friday in two slots:

AM (8am to 1pm)
and
PM (1pm to 6pm)

Due to engineer availability you may not be able to obtain your preferred appointment time and may be required to supply an alternative date/time for an engineer appointment.

Please note: the fault will automatically close in five days if you do not contact Zen to arrange an engineer appointment.

Tel: 08450589009
Email: support@zen.co.uk

23-May-2007 16:24 (BT)
Fault Status: Awaiting BT engineer appointment.

BT have requested that an engineer be booked to investigate this fault further.
Please call our support department on 0845 058 9009 to arrange suitable access times.

Engineer visits take place Monday to Friday in two slots:

AM (8am to 1pm)
and
PM (1pm to 6pm)

Due to engineer availability you may not be able to obtain your preferred appointment time and may be required to supply an alternative date/time for an engineer appointment.

Please note: the fault will automatically close in five days if you do not contact Zen to arrange an engineer appointment.

Tel: 08450589009
Email: support@zen.co.uk

23-May-2007 15:39 (Tuseef )
Called Mr Derry and advised him of the lift and shift.

23-May-2007 15:28 (Lee)
Contacted BT and the fault has been passed to the lift and shift team to be moved on to a different port on the line card.

23-May-2007 14:30 (Tuseef)
Mr Derry called for an update...advised that Faults are in contact with BT as they feel fault lies at exchange, therefore appointment should not be booked yet.

23-May-2007 12:58 (BT)
Fault Status: Awaiting BT engineer appointment.

BT have requested that an engineer be booked to investigate this fault further.
Please call our support department on 0845 058 9009 to arrange suitable access times.

Engineer visits take place Monday to Friday in two slots:

AM (8am to 1pm)
and
PM (1pm to 6pm)

Due to engineer availability you may not be able to obtain your preferred appointment time and may be required to supply an alternative date/time for an engineer appointment.

Please note: the fault will automatically close in five days if you do not contact Zen to arrange an engineer appointment.

Tel: 08450589009
Email: support@zen.co.uk

23-May-2007 12:11 (Andrew)
passed fault back in eCo, went straight to awaiting appointment, contacted BT, requested they check in exchange first as that was where the problem was last time, they will send this back to diags to get someone to test in the exchange

23-May-2007 12:07 (BT)
Fault Status: In Hand with BT.

We have received an update from BT to indicate that they are still investigating this fault.

Further updates will be posted on this Web site as we receive them.

Tel: 08450589009
Email: support@zen.co.uk

23-May-2007 10:55 (BT)
Fault status: Awaiting customer re-test.

BT have completed diagnostics and would like you to re-test the connection to determine if the fault has been resolved.

A basic retest would require you to power-cycle (power off and switch back on) your ADSL equipment and test from the BT test and/or master socket.

If the fault remains, or if you require more detailed instructions, please contact our Technical Support team.

If the symptoms of the fault have changed please provide a summary of the tests you have completed and details of the new symptoms.

If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.

Tel: 08450589009
Email: support@zen.co.uk

23-May-2007 10:14 (Andrew )
Hello,


This fault has been raised with BT wholesale.


Initial diagnostics should be completed after six BT working hours* at which time further information will be available on the next steps required to progress the investigation of this fault. We recommend you contact us at this point to ensure the fault is resolved as quickly as possible.


In order for this fault to progress promptly we recommend that you maintain contact with the technical support department, at least once a day, and actively monitor this fault tracker for any updates. Typically updates to the fault investigation will be posted within six working hours of us confirming that information you have supplied to us has been passed to BT for further investigation.


It is imperative that you keep in touch with us and let us know the results of any diagnostic or repair actions that are taken**. Your fault may be closed automatically if we do not receive contact from you within five days of the latest BT update.


If we find that you have not completed the required diagnostics you may be subject to an 'administration charge' of £46.00 (exc VAT).


We also reserve the right to raise an 'abortive visit charge' of £50.00 (exc VAT) in the following cases:


(a) When entry to your premises is refused, or no access can be gained despite you having agreed that BT or any other person may access your premises.


(b) When you report a fault, and a BT engineer visits your premises, and discovers that the fault is not due to a failing or defect in any BT maintained services and/or equipment.


Best regards,

Technical Support
Zen Internet Ltd.
*BT Working hours are from 8am to 8pm, Monday to Friday.
**Technical support can be contacted on 0845 058 9009 between the hours of 8am and 8pm Monday – Friday and from 9am to 5pm Saturday and Sunday.

16-May-2007 14:55 (BT)
Fault Status: Fault Repaired/Resolved

We have received an update from BT which indicates that your fault has been repaired/resolved.

If this is the case please enter a brief note and close the fault using the box provided below.

If this is not the case please conduct a full retest. A retest involves a power-cycle (power off and switch back on) of your ADSL equipment and computer and connecting to the BT test and/or master socket.

If a fault remains after this retest please contact the Technical Support team with details of the tests conducted, along with the details of any change in symptoms.


Tel: 08450589009
Email: support@zen.co.uk

14-May-2007 13:21 (Customer)
Looks fixed from this end.

Apparently they needed to change the card at the exchange. If this is done we should be OK

14-May-2007 11:51 (BT)
Fault status: Awaiting customer re-test.

BT have completed diagnostics and would like you to re-test the connection to determine if the fault has been resolved.

A basic retest would require you to power-cycle (power off and switch back on) your ADSL equipment and test from the BT test and/or master socket.

If the fault remains, or if you require more detailed instructions, please contact our Technical Support team.

If the symptoms of the fault have changed please provide a summary of the tests you have completed and details of the new symptoms.

If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.

Tel: 08450589009
Email: support@zen.co.uk

14-May-2007 11:19 (BT)
Fault Status: In Hand with BT.

We have received an update from BT to indicate that they are still investigating this fault.

Further updates will be posted on this Web site as we receive them.

Tel: 08450589009
Email: support@zen.co.uk

14-May-2007 09:05 (BT)
Fault Status: In Hand with BT.

We have received an update from BT to indicate that they are still investigating this fault.

Further updates will be posted on this Web site as we receive them.

Tel: 08450589009
Email: support@zen.co.uk

14-May-2007 07:52 (BT)
Fault Status: Awaiting results of BT engineer visit.

A BT engineer has been booked to investigate this fault further.

In the case that this is a site visit please keep us up to date with any repair actions undertaken by the engineer.

Tel: 08450589009
Email: support@zen.co.uk

10-May-2007 16:04 (BT)
Fault Status: Awaiting results of BT engineer visit.

A BT engineer has been booked to investigate this fault further.

In the case that this is a site visit please keep us up to date with any repair actions undertaken by the engineer.

Tel: 08450589009
Email: support@zen.co.uk

10-May-2007 15:50 (John)
EU called, appointment booked for Monday 14th AM slot.

10-May-2007 14:07 (BT)
Fault Status: Awaiting BT engineer appointment.

BT have requested that an engineer be booked to investigate this fault further.
Please call our support department on 0845 058 9009 to arrange suitable access times.

Engineer visits take place Monday to Friday in two slots:

AM (8am to 1pm)
and
PM (1pm to 6pm)

Due to engineer availability you may not be able to obtain your preferred appointment time and may be required to supply an alternative date/time for an engineer appointment.

Please note: the fault will automatically close in five days if you do not contact Zen to arrange an engineer appointment.

Tel: 08450589009
Email: support@zen.co.uk

10-May-2007 10:58 (John )
LTB, set clear rejected in ECO, awaiting response from BT. Appointment required. sync still at 160.

08-May-2007 14:08 (BT)
Fault status: Awaiting re-test
BT have completed diagnostics and would like you to re-test the connection to see if the fault has been resolved.
A basic retest would require you to power-cycle (reboot) your ADSL equipment.
If the fault remains, or if you require more detailed instructions, please contact our support department.
If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.
Tel: 08450589009
Email: support@zen.co.uk

08-May-2007 13:49 (BT)
Fault Status: In Hand with BT
We have received an update from BT to indicate that this fault is still under investigation.
Further updates will be posted on this website as we receive them.
If you feel that the fault is failing to be progressed please do not hesitate to contact our support department.
Tel: 08450589009
Email: support@zen.co.uk

08-May-2007 13:26 (BT)
Fault Status: In Hand with BT
We have received an update from BT to indicate that this fault is still under investigation.
Further updates will be posted on this website as we receive them.
If you feel that the fault is failing to be progressed please do not hesitate to contact our support department.
Tel: 08450589009
Email: support@zen.co.uk

08-May-2007 13:13 (Lee)
Hello,

This fault has been raised with BT wholesale.

Initial diagnostics should be completed after six working hours* at which time further information will be available on the next steps required to progress the investigation of this fault. We recommend you contact us at this point to ensure the fault is resolved as quickly as possible.

In order for this fault to progress promptly we recommend that you maintain contact with the technical support department, at least once a day, and actively monitor this fault tracker for any updates. Typically updates to the fault investigation will be posted within six working hours of us confirming that information you have supplied to us has been passed to BT for further investigation.

It is imperative that you keep in touch with us and let us know the results of any diagnostic or repair actions that are taken. Your fault may be closed automatically if we do not receive contact from you within five days of the latest BT update.

If we find that you have not completed the required diagnostics you may be subject to an 'administration charge' of £46.00 (exc VAT).

We also reserve the right to raise an 'abortive visit charge' of £50.00 (exc VAT) in the following cases:

(a) When entry to your premises is refused, or no access can be gained despite you having agreed that BT or any other person may access your premises.

(b) When you report a fault, and a BT engineer visits your premises, and discovers that the fault is not due to a failing or defect in any BT maintained services and/or equipment.



Best regards,
Technical Support
Zen Internet Ltd.
*Working hours are from 8am to 8pm, Monday to Friday.

08-May-2007 10:36 (Tom)
Simon called, it seems his SNR is all over the place, with the SYNC speed often holding at around 160k.

BT have previously confirmed internal wiring, and fitted SSFP. Routed gets patched directly in, no change since last CPE visit.

This fault needs reopening, with a OpenReach Line Eng needed asap.

Root cause appears to be severe and choppy interference on the line. Possible need for SFI given previous results.

29-Apr-2007 14:17 (Customer)
BT fitted the filters and line speed is climbing but is still less than 1mb. will continue to monitor

29-Apr-2007 13:00 (BT)
Fault Status: Resolved
We have received an update from BT which indicates that your fault has been resolved.
If this is the case please enter a brief note and close the fault using the box provided below.
If this is not the case please contact our support department so that we can pursue the fault further with BT.
Tel: 08450589009
Email: support@zen.co.uk

24-Apr-2007 13:24 (BT)
Fault status: Awaiting re-test
BT have completed diagnostics and would like you to re-test the connection to see if the fault has been resolved.
A basic retest would require you to power-cycle (reboot) your ADSL equipment.
If the fault remains, or if you require more detailed instructions, please contact our support department.
If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.
Tel: 08450589009
Email: support@zen.co.uk

24-Apr-2007 13:10 (Mark)
Setting fault to parked as we await the results of testing the with the RF filter

24-Apr-2007 12:46 (Customer)
RF filter fitted - we'll see what happens!

24-Apr-2007 07:49 (BT)
Fault Status: In Hand with BT
We have received an update from BT to indicate that this fault is still under investigation.
Further updates will be posted on this website as we receive them.
If you feel that the fault is failing to be progressed please do not hesitate to contact our support department.
Tel: 08450589009
Email: support@zen.co.uk

23-Apr-2007 18:25 (Mark )
Rang Bt who advised that the engineer will be checking the Socket and fit an RF3 if needed.

23-Apr-2007 16:05 (Chris)
Hi Simon,

As the engineer that has been booked is the same type of engineer as the previous one, we will contact BT to ensure they send out the correct type of engineer and try and avoid a visit in which the engineer repeats what has already been done. We will also request that the engineer fits a RF filter and/or a filtered faceplate in order to progress your fault as quick as possible.

Please check the online fault tracker regularly for any further updates. If there are no further updates, please assume that the engineer appointment will go ahead as planned.

Kind regards,
--
Chris Tomlinson
1st Line Technical Support Consultant
Zen Internet

-----Original Message-----
From: "Simon Derry"
Received: 23/04/2007 15:34
To: "'Support - Customer Updates'"
Subject: RE: FAULT 42436 [1235866:1371663]

Thanks Aaron – although I doubt that he’ll find what Thursdays engineer missed.

Simon Derry

23-Apr-2007 15:59 (BT)
Fault Status: In Hand with BT
We have received an update from BT to indicate that this fault is still under investigation.
Further updates will be posted on this website as we receive them.
If you feel that the fault is failing to be progressed please do not hesitate to contact our support department.
Tel: 08450589009
Email: support@zen.co.uk

23-Apr-2007 15:38 (BT)
Fault Status: Awaiting appointment
BT have requested that an engineer be booked to investigate this fault further.
Please contact our support department to arrange suitable access times.

Please note: the fault will automatically close in five days if you do not contact Zen to arrange an engineer appointment.

Tel: 08450589009
Email: support@zen.co.uk

23-Apr-2007 15:28 (Aaron)
Appointment booked for Simon 24/4/7 8:00am-1:00pm time slot.

23-Apr-2007 12:42 (BT)
Fault Status: Awaiting appointment
BT have requested that an engineer be booked to investigate this fault further.
Please contact our support department to arrange suitable access times.

Please note: the fault will automatically close in five days if you do not contact Zen to arrange an engineer appointment.

Tel: 08450589009
Email: support@zen.co.uk

23-Apr-2007 12:10 (Richard)
Simon called, speeds have dropped down again. Sync rate is currently 288kbit and our logs is showing intermittency.

Have passed back to BT for further investigation.

20-Apr-2007 21:20 (Customer)
BT have completed diagnostics and would like you to re-test the connection to see if the fault has been resolved.
A basic retest would require you to power-cycle (reboot) your ADSL equipment.

Done - we'll see if it works!

20-Apr-2007 17:50 (BT)
Fault status: Awaiting re-test
BT have completed diagnostics and would like you to re-test the connection to see if the fault has been resolved.
A basic retest would require you to power-cycle (reboot) your ADSL equipment.
If the fault remains, or if you require more detailed instructions, please contact our support department.
If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.
Tel: 08450589009
Email: support@zen.co.uk

20-Apr-2007 08:48 (BT)
Fault Status: In Hand with BT
We have received an update from BT to indicate that this fault is still under investigation.
Further updates will be posted on this website as we receive them.
If you feel that the fault is failing to be progressed please do not hesitate to contact our support department.
Tel: 08450589009
Email: support@zen.co.uk

20-Apr-2007 08:06 (BT)
Fault Status: Awaiting results of BT engineer visit
A BT engineer has been booked to investigate this fault further.
In the case that this is a site visit please keep us up to date with any repair actions undertaken by the engineer.
Tel: 08450589009
Email: support@zen.co.uk

19-Apr-2007 14:09 (BT)
Fault Status: Awaiting results of BT engineer visit
A BT engineer has been booked to investigate this fault further.
In the case that this is a site visit please keep us up to date with any repair actions undertaken by the engineer.
Tel: 08450589009
Email: support@zen.co.uk

19-Apr-2007 13:19 (BT)
Fault Status: Awaiting appointment
BT have requested that an engineer be booked to investigate this fault further.
Please contact our support department to arrange suitable access times.

Please note: the fault will automatically close in five days if you do not contact Zen to arrange an engineer appointment.

Tel: 08450589009
Email: support@zen.co.uk

19-Apr-2007 13:05 (Jamie
Simon called in to book a BT engineer appointment. The appointment was successfully confirmed for 20/04/07, 8am to 1pm.

19-Apr-2007 11:28 (BT)
Fault Status: Awaiting appointment
BT have requested that an engineer be booked to investigate this fault further.
Please contact our support department to arrange suitable access times.

Please note: the fault will automatically close in five days if you do not contact Zen to arrange an engineer appointment.

Tel: 08450589009
Email: support@zen.co.uk

19-Apr-2007 11:08 (Kevin )
Line has gone intermittent again. BT will want to send out an engineer. Will wait for BT to allow us to do this.

18-Apr-2007 15:13 (Kevin )
Have passed this fault back to see if we can update the speed profile. Seems to be much stable now.

16-Apr-2007 15:49 (BT)
Fault status: Awaiting re-test
BT have completed diagnostics and would like you to re-test the connection to see if the fault has been resolved.
A basic retest would require you to power-cycle (reboot) your ADSL equipment.
If the fault remains, or if you require more detailed instructions, please contact our support department.
If the fault has been resolved please enter a brief note and close the fault using the box provided below.

Please note: the fault will automatically close in five days if you do not contact Zen with the results of the retest.
Tel: 08450589009
Email: support@zen.co.uk

16-Apr-2007 15:17 (BT)
Fault Status: In Hand with BT
We have received an update from BT to indicate that this fault is still under investigation.
Further updates will be posted on this website as we receive them.
If you feel that the fault is failing to be progressed please do not hesitate to contact our support department.
Tel: 08450589009
Email: support@zen.co.uk

16-Apr-2007 12:29 (BT)
Fault Status: In Hand with BT
We have received an update from BT to indicate that this fault is still under investigation.
Further updates will be posted on this website as we receive them.
If you feel that the fault is failing to be progressed please do not hesitate to contact our support department.
Tel: 08450589009
Email: support@zen.co.uk

16-Apr-2007 11:36 (Lee)
Hello,

This fault has been raised with BT wholesale.

Initial diagnostics should be completed after six working hours* at which time further information will be available on the next steps required to progress the investigation of this fault. We recommend you contact us at this point to ensure the fault is resolved as quickly as possible.

In order for this fault to progress promptly we recommend that you maintain contact with the technical support department, at least once a day, and actively monitor this fault tracker for any updates. Typically updates to the fault investigation will be posted within six working hours of us confirming that information you have supplied to us has been passed to BT for further investigation.

It is imperative that you keep in touch with us and let us know the results of any diagnostic or repair actions that are taken. Your fault may be closed automatically if we do not receive contact from you within five days of the latest BT update.

If we find that you have not completed the required diagnostics you may be subject to an 'administration charge' of £46.00 (exc VAT).

We also reserve the right to raise an 'abortive visit charge' of £50.00 (exc VAT) in the following cases:

(a) When entry to your premises is refused, or no access can be gained despite you having agreed that BT or any other person may access your premises.

(b) When you report a fault, and a BT engineer visits your premises, and discovers that the fault is not due to a failing or defect in any BT maintained services and/or equipment.



Best regards,
Technical Support
Zen Internet Ltd.
*Working hours are from 8am to 8pm, Monday to Friday.

16-Apr-2007 11:21 (Nathan)
Fault Type: ADSLIntermittent
t reference: 42436

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