How to Diagnose an FTTC Broadband Fault
Your first step should be to use the ‘Major Service Outages’ checker (you’ll have to be logged into the customer portal for this link to work) to see if there is a known issue in your area that could be affecting your phone or broadband service. The checker can be found under
Connectivity > Broadband >
Major Service Outages
The second step would be to run a service line test
via your Control Panel.
First, you need to find the connection you are looking to test, especially more difficult if you have multiple connections with us. You can do this under the ‘Connectivity’ section of your dashboard.
Go to: Connectivity > Broadband > My
Services
From the “My Services” use the search bar to input your broadband line number (CLI) or postcode to locate the service and then click on ‘View Details’. From the four options at the top of the view details screen, scroll across to ‘Diagnostics’ to run the service line test.
The Fibre Service Test will tell you if the
connection is in sync (which means we can see your router connected to the
internet), and if the connection has authentication with our network, which is
where we can see if your router is configured correctly to your connection.
Understanding your test results further:
From the above, there are three service test results which will provide further information.
- Voice Line Test Result – This is the test to see if the PSTN line associated with the broadband service is experiencing an issue. This test result is a simple ‘PASS’ or ‘FAIL’. If the test is a FAIL, you will need to raise a fault against this by navigating to the ‘raise fault’ section at the bottom of the page
- If Elite is not the PSTN provider, you will need to raise a fault with your PSTN provider before raising a broadband fault with Elite, as over 90% of broadband faults are caused by the PSTN
- Test Outcome – This is the primary service test for either an ADSL or FTTC service. This test result is a ‘PASS’, ‘FAIL’, or ‘INCONCLUSIVE’ result. If the test is a FAIL, this will require further investigation, so please proceed to raise a fault. An INCONCLUSIVE result will also require further investigation, as this may be indicative of a service outage with BT
- NTE Power Status – This will tell you if the fault is related to a power issue onsite. This test will result in either ‘POWER ON’ or ‘POWER OFF’. If the result is POWER OFF this means we can’t see any power going to the socket the router is connected to. In this example, you should check the onsite power and raise this with your power supplier. If there is no power issue onsite, proceed to raise a fault, and an engineer will be dispatched
If your service is showing ‘Out of Sync’, you can complete some onsite diagnostics with the router or remotely with the customer. Below are some tests you can run to help further diagnose the issue. More often than not, these steps can also help to restore service:
- Check that you have power to your equipment (Router)
- Check any equipment that’s connected to the telephone line - Telephones, Router etc.
- Restart the broadband equipment by turning the power off for thirty minutes and powering back on; this will ensure your connection is properly reset.
- Make sure all the cables are correctly connected and haven’t become loose.
- Plug a telephone into the socket and check for any crackling or interference on the phone line. If there is, please raise this with your PSTN provider.
- If you’re using Wi-Fi, check your connection is working correctly. Have you another device you can test this from?
- Test with a different broadband router if you have one available.
Still Unable to Connect?
You raise this to us as a Fault through your Control Panel using the options at the bottom of your service test page.
If for any reason the service line test comes back with an error message or for any reason the ‘Raise Fault’ function isn’t working, please use the visit Help Centre link at the bottom of the left-hand side menu on the dashboard.