RBT fault form

Service Provider Details

Service Provider Name

Service Provider Contact

Service Provider Email

Customer Details

Name*

FirstLast

Contact number (on-site visits)*

Username*

Password*

ADSL number*

The phone number of the ADSL residence

ADSL Address*

Street AddressAddress Line 2CityState / Province / RegionZip / Postal CodeCountry

Time fault started

: HH

MM

Modem brand/model

The modem and/or router the user is currently using

Common Issues

Is the modem/router on and connected properly?*

Is the modem set to PPPoE?*

Our service requires that the modem be set to PPPoE

Disconnect the modem for 15 seconds, reconnect. Is the connection working?*

Does the telephone line have a dial tone?*

Has the telephone line details changed at all?*

If yes, what changes?

Connect the modem directly to the computer, is the connection working?*

Fault type

What type of fault is this?*

Line sync fault

Does the dwelling have line splitters/central filters where needed?*

Is Foxtel Digital installed?*

Is a Back2Base alarm installed?*

If no central filter installed, how many phone sockets does the dwelling have? *

(If more than “X” a central filter is required)

Has an Isolation test been performed?*

Is this an Intermittent fault?*

How often does the service drop out?*

Do the dropouts occur at any particular time of day?*

Do dropouts occurr after a period of being idle?*

Does a reset of the equipment provide a temporary fix for the dropout?*

Auth fault

Is the modem/router properly configured with the ISP settings?*

Are the lights on the modem flashing, steady, or no lights at all?*

Modulation type?*

Is Interleaving enabled?*

Does the end user appear in the auth logs?*

Can you ping the WAN IP?*

Has a password rest been performed?

Speed/Latency fault

What is the modem syncing at?

Run a speed test, what is the line speed?

Use http://speedtest.bkb.net.au/

Other

Other*

Any information you can provide us to assist in the fault finding process

Wrong Number / No Rings Received / RVA

Fault Symptom

Is this fault happening to all number or certain numbers?

What are the Inbound call test results?

Inbound RVA message?

Exact wording of RVA required

Inbound RVA Trailer code?

Exact wording of RVA trailer code required

What are the Outbound call test results?

Outbound RVA message?

Exact wording of RVA required

Outbound RVA Trailer code?

Exact wording of RVA trailer code required

DoA

Did the End User see a Technician attend on CRD?

What are the Outbound call test results?

Call Features (Call forward/CLI/Voicemail etc)

Voice added feature impacted?

Noise

Is the service unworkable due to Noise?

Is Noise present over dial tone?

Is the fault happening to all numbers or cetain numbers?

Is the fault audible to both A and B numbers?

Numbers affected?

What is the most accurate desctiption of Noise?

Static/Crackle/Humming/Buzz/Echo etc...

Is the fault Intermittent?

LD / Crossed Lines / Not Enough Rings / Cut off Speaking / One-way Speech

Destination?

National
International
Mobile
Local

Please include location

LD Call test results

3 Examples required

12711 Results?

Results from the test calls to B number?

Override code used?

RVA Message?

Exact wording of RVA required

RVA Trailer code

Exact wording of RVA Trailer required

Is this fault happening to all numbers or certain numbers?

Date/Time of Calls with the FNN called?

Fault type being experienced on Inbound Calls?

One-way speech
Cut-off speaking
Crossed Line
Other

Please list all other faults being experienced

Fault type being experienced on Outbound Calls?

One-way speech
Cut-off speaking
Crossed Line
Other

Please list all other faults being experienced

Number of rings?

For not enough rings symptom only

Additional Information

Any information you can provide us to assist in the fault finding process

a testing website

I'm Stupid

RBT fault form

Service Provider Details

Customer Details

Common Issues

Fault type

Line sync fault

Auth fault

Speed/Latency fault

Other

Wrong Number / No Rings Received / RVA

DoA

Call Features (Call forward/CLI/Voicemail etc)

Noise

LD / Crossed Lines / Not Enough Rings / Cut off Speaking / One-way Speech

Additional Information