Datatel Networks Ltd - Fault Reporting

Fault Reporting

If you are a BT Retail customer and you need to log a fault, then please click here.

If you are a Datatel Networks customer needing to log a fault and are not sure how to contact us, then please click here.

Some other suppliers fault reporting telephone numbers are :-

- Easynet :- 0845 333 3375
- Demon / Thus :- 0845 272 0040
- British Telecom (Voice Line Faults) :- 0800 800151
- British Telecom (Broadband Faults) :- 0845 600 7020
- COLT :- 0800 390151
- o2 :- 0870 577 2255
- Vodafone :- 07836 191191
- T-Mobile :- 0845 412 2222
- Orange :- 07973 100 150

If one of your services are faulty and you are about to contact Datatel Networks to report it, then please click on a relevant link (below) first.

BT network line

Redcare

A hardware device has stopped working

Can't connect to the internet

Mobile handset has stopped working

BT network line

If you are a Datatel Networks customer and one of your BT network lines that we manage are faulty, please do not dial BT Retail's 154 fault management service. We are your BT network service provider, BT Retail are not. Indeed, in the event that you do call them, they will look up your telephone number and advise you to contact us.

When you telephone us you will notice that our customer services department is both "Voice Mail" and "Auto Attendant" free (so, no playing push button, as is the case when you call BT Retail) and just like BT Retail, our fault reporting team also have access onto the BT Line Testing Service to "R.I.F.E.T.S" test your lines before contacting the BT engineers to log your line fault with them.

Before calling us, please try to ensure the fault is not as a result of any routing equipment your line(s) are connected to. If you have a 3rd party supplier who maintain any equipment that is being affected, you might like to discuss the fault with them prior to contacting us. If however, you find "fault handling" too technical, we will happily speak to your maintainer on your behalf. Prior to sending a BT engineer to your site, it is our policy to first discuss with you the nature of your fault in detail, in a bid to pinpoint the problem. This is because BT network engineers are only responsible for the reliability of the BT network's lines. They are not allowed to tamper or test any CPE (customer premises equipment) at all. If they did, they could make BT liable for the cost of its repair, if it were found their tampering with it was the cause of its failure. As a result of this, when the BT engineers arrive at your site, they will connect their test device ONLY to the point where the BT network terminates. If their test finds the reported line to be fault free, they will report the line to a BT Back Office as "found to be fault free", and leave. Unfortunately, if this should occur, not only will you still have a piece of routing equipment that can't make or receive data packets or connect your voice calls, you will now be liable for a call out fee of circa Ł100.

Your dedicated Datatel fault reporting telephone number would have been sent to you when you became our client. It can also be found toward the bottom of the page of the last invoice we sent you. If you can not locate it, then please call our customer services team on 0845 310 0083 who will be happy to handle your fault.

Please note that we can only manage fault reports within the care level times that your lines and/or circuits are subscribed to (see below). Confirmation of your lines' and/or circuits' care levels can be found within the "Service Charges" section of the monthly invoice/management report we send to you.

- Standard Care / Level 1 -
Operates during 0800 - 1700 hrs Monday to Friday, excluding Bank and Public Holidays.
Engineers will respond to a fault report received before 1700 hrs on one working day by the end of the next working day. Work will be carried out only during working hours.

- Prompt Care / Level 2 -
Operates during 0800 - 1700 hrs Monday to Saturday, excluding Bank and Public Holidays.
Engineers will respond within 4 working hours of receipt of a fault report. If the fault is not cleared during this period, we will advise the customer of the progress being made to clear the fault via the contact.

- Total Care / Level 3 -
Operates 24 Hours per day, 7 days a week including Bank and Public Holidays.
Engineers will respond within 4 hours of receipt of a fault report but this does not apply to faults which do not immediately affect the use of equipment by the customer. If the fault is not cleared during this period, we will advise the customer of progress being made to clear the fault via the contact.

Please have the following to hand before contacting us.

1). The faulty line(s) number(s).

2). An alternative phone number we can contact you on.

3). Your company name.

4). The first line of your address.

5). Your postcode.

6). A phone number you would like your inbound calls to be diverted to pending your faulty BT network line being repaired.

7). The contact name and phone number of your equipment maintainer (if applicable).
8). A clear description of the nature of the fault. For example: intermittent, constant, inbound affected, outbound affected, both ways affected, all handsets and/or extensions are affected or just one, all lines affected or just one, no dial tone etc.

Redcare

If your alarm is not functioning correctly, or its siren is sounding, please contact your Redcare maintainer prior to contacting us.

If your Redcare maintainer has confirmed that your line is failing to communicate the signal between your site and their monitoring service, due to a matter that a BT network engineer must resolve, then please contact us on the dedicated Datatel fault reporting telephone number that would have been sent to you when you became our client. It can also be found toward the bottom of the page of the last invoice we sent you. If you can not locate it, then please call our customer services team on 0845 310 0083 who will be happy to handle your fault.

Please have the following to hand before contacting us.

1). The faulty line's number.

2). A phone number we can contact you on.

3). Your company name.
4). The first line of your address.

5). Your postcode.

6). The contact name and phone number of your Redcare maintainer.

7). Any fault reference code your Redcare maintainer has issued.

8). A clear description of the nature of the fault. For example: intermittent, constant, inbound affected, outbound affected, both ways affected, all handsets and/or extensions are affected or just one, all lines affected or just one, no dial tone etc.

A hardware device has stopped working

If a piece of hardware you have been using has stopped working, then it may be as a result of the BT network's line having developed a fault. It may not be though. The hardware device that has stopped working may well be faulty itself. It may never work again, but then again, it may just need resetting or restarting.

We are more than happy for our customers to contact us so we can assist them in identifying what may be the cause of their faulty piece of hardware. Our customer services department is both "Voice Mail" and "Auto Attendant" free (so, no playing push button, as is the case when you call BT Retail) and just like BT Retail, our fault reporting team also have access onto the BT Oracle Server to "R.I.F.E.T.S" test your lines before contacting the BT engineers to log your line fault with them.

Prior to sending a BT engineer to your site, it is our policy to first discuss with you the nature of your fault in detail, in a bid to pinpoint the problem. This is because BT network engineers are only responsible for the reliability of the BT network's lines. They are not allowed to tamper or test any CPE (customer premises equipment) at all. If they did, they could make BT liable for the cost of its repair, if it were found their tampering with it was the cause of its failure. As a result of this, when the BT engineers arrive at your site, they will connect their test device ONLY to the point where the BT network terminates. If their test finds the reported line to be fault free, they will report the line to a BT Back Office as "found to be fault free", and leave. Unfortunately, if this should occur, not only will you still have a piece of routing equipment that can't make or receive calls, but you will now be liable for a call out fee of circa Ł100.

Your dedicated Datatel fault reporting telephone number would have been sent to you when you became our client. It can also be found toward the bottom of the page of the last invoice we sent you. If you can not locate it, then please call our customer services team on 0845 310 0083 who will be happy to (as aforementioned) discuss and if need be, log your fault with the BT engineers.

Please have the following to hand before contacting us.

1). The faulty line(s) number(s).

2). An alternative phone number we can contact you on.

3). Your company name.

4). The first line of your address.

5). Your postcode.

6). A phone number you would like your inbound calls to be diverted to pending your faulty BT network line being repaired.

7). The contact name and phone number of your equipment maintainer (if applicable).

Can't connect to the internet
There are many different ways one can connect to the internet. Ascertaining as to why all of a sudden you can't connect to it, is however, not always easy. Please see below a diagnostic comment relating to the more common ways currently used for connecting to the internet

- Analogue connection

Other than for specifically subscribed to services, data transmission is not supported by analogue lines. If therefore, you are experiencing an unacceptable quality level of data transfer over an analogue connection, we would advise you consider using either an ISDN (integrated services digital network) or a DSL (digital subscriber loop) service. In the event that you normally connect to the internet via an analogue line and can not connect to it, then please plug a "non-system phone" handset into the serving BT socket to determine whether or not the line has a dial tone. If the line does not have a dial tone, then please contact us to log your fault. If it has a dial tone, then make an outgoing call and then call the line's number. If these calls work, then please re-boot your computer, power off and back on any other external routing hardware and check the dial string commands you are using to complete your internet connection are correctly set. If you are happy your routing equipment is functioning correctly, then your internet connection problems are probably attributable to your ISP's (internet service provider) servers not functioning correctly, so it might be wise to contact them to verify both your connection number and your dial string command settings are correct.

- Business Highway

This type of service is provided via an NTE box which has a constantly illuminated (not flashing) operational indicator light to confirm its circuits are in service. If the service light is not constantly illuminated, then please contact us to log your fault. If it is illuminated, then please plug a "non-system phone" handset into the serving analogue socket to determine whether or not the line has a dial tone. If there is no dial tone then please contact us to log your fault. If the line has a dial tone, then make an outgoing call and then call the line's number. If these calls work, then please re-boot your computer, power off and back on any other external routing hardware and check the dial string commands you are using to complete your internet connection are correctly set. If you were using only the ISDN port, or you were "channel bonding" and the service light is constantly illuminated, then please disable the channel bonding and try to connect to the internet. If that does not work, then create two new DUN (dial up networking) connections and call your mobile phone number with each of them to verify which part of the service is not functioning correctly. If both of these work, then your internet connection problems are probably attributable to your ISP's (internet service provider) servers not functioning correctly, so it might be wise to contact them to verify both your connection number and your dial string command settings are correct.

- ISDN2e STD

- Broadband / DSL

Your Broadband / DSL (Digital Subscriber Loop) service is enabled over a single analogue line. While you are using the line for your voice of fax calls, it transmits and receives your data (via signaling) between your premises and your ISP's, whose gateway servers are directly connected to the Internet. If therefore your DSL services (ADSL, SDSL or HSDSL) are not functioning correctly, please plug a "non-system phone" handset into the serving analogue socket to determine whether or not the line has a dial tone. If there is no dial tone then please contact us to log your fault. If it has a dial tone, then use the line to make an outgoing call and then call the line's number. If these calls work, then please re-boot your computer, power off and back on any other external routing hardware and check the log-in commands you are using to complete your Broadband / DSL internet connection, are correctly set. If you believe they are correctly set, then please contact your Broadband / DSL host (do not contact us, even if we did provide your Broadband / DSL service) as they have the ability to "ping" your Broadband / DSL router to verify and test your internet connection status, we don't. Please find below your Broadband / DSL host's fault reporting telephone number. Please ensure you have your login, password and security phrase to hand before calling them, as they will ask you to confirm these.

- Easynet :- 0845 333 3375
- Demon / Thus :- 0845 272 0040
- British Telecom (Broadband Faults) :- 0845 600 7020
- COLT :- 0800 390151
- Fastnet :- 01273 662 888

Mobile handset has stopped working

As a B2B supplier, we have no test facilities at our offices. If therefore your mobile handset has stopped working, it would be quicker for you to walk it into one of the larger mobile phone store's diagnostic centres in order that they can test it, rather than sending it to us to test, as we would have to post it to our supplier for them to test. In the event that a mobile phone store's diagnostic centre finds your handset is faulty as a result of manufacturer defect, then please contact us to book your handset in for repair. We provide the following replacement / repair service from date of purchase for faulty handsets :-

- Within 14 days. We will collect and replace your faulty handset. Or, you can return the handset for a full Ł credit against your account.

- Within 15 to 30 days. You can return the handset for a full Ł credit against your account.

- Within 31 days to 12 months. You can return the handset to us for forwarding to the manufacturer for repair.