| 162 |
Good afternoon, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes. Openreach Reference: 4-1229227872708 INC000101051816 SGEA79749265 SOGEA Open Cleared KCI history: 20/01/2026 14:23:14 1B81 4150 Response Required - Fault Report Cleared Y Fibre Cabinet Fibre cabinet including Port Swap Engineer note: Actions to resolve: Engineer has resolved the fault by changing the E-side pair or at PCP.The fault was fixed by performing lift and shift.No additional work was carried out on the end customer's wiring / VRI / equipment beyond the NTE at their request and within TRC banding.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the PCP.The test passed with amber parameters on 2026-01-20T13:34:54.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 20/01/2026.The test passed on 20/01/2026.===QBC Summary End=== Test details: Pass Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, Rahiman P. |
Based on the provided engineer notes and details, here's the classification of the visit:
**Date and Time of Engineer Visit:** 20/01/2026
**Reference Information:**
- Openreach Reference: 4-1229227872708
- Incident Number: INC000101051816
- SGEA Reference: SGEA79749265
**Summary:**
- **Engineer Actions:** The fault was resolved by changing the E-side pair at the PCP. The engineer performed a "lift and shift" and did not carry out any additional work on the customer's wiring or equipment beyond the NTE at the customer's request.
- **Final Test Results:** The tests performed indicated that the line was okay, with the final xDSL test passing.
**Classification:** **Non-Chargeable Visit**
- The fault was resolved without any issues originating from the customer's equipment or wiring.
- The engineer identified and fixed a fault that was not the customer’s responsibility, which pertains to the external network.
**Next Steps:**
- The customer is advised to retest their connection. If the fault persists, they should reopen the ticket and provide access times and dates to progress further.
If you need further assistance or clarification, feel free to ask! |
2026-01-21 07:03:32 |
No |
|
| 161 |
Good evening, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes. Openreach Reference: 4-1229233310946 INC000101052621 SGEA69644105 SOGEA Closed Completed KCI history: 20/01/2026 16:27:22 3N69 3300 Fault is Cleared and Closed N Pair Changed from Node to Node Engineer note: Actions to resolve: Fault identified in D-side between PCP and DP.Resolved by changing pair node to node.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.There is no SSFP exists with this NTE.Engineer has found issue with CP / end customer equipment and advised end customer to contact CP to get it resolved.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Router faulty and replacement router required from the CPEngineer has completed the handover with Customer.Customer's modem / router is plugged into the NTE master socket.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE front plate.The test passed on 2026-01-20T15:10:59.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 20/01/2026.Final FastTest completed.The test passed on 20/01/2026.===QBC Summary End=== Test details: Pass Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, Rahiman P. |
Based on the provided engineer notes and details, here is the classification of the visit:
**Visit Classification: Disputable**
**Details:**
- **Openreach Reference:** 4-1229233310946
- **INC Number:** INC000101052621
- **Date of Visit:** 20/01/2026
- **Time Slot:** 16:27:22
**Summary of Findings:**
- The engineer identified a fault in the D-side between PCP and DP and resolved it by changing the pair node to node.
- No issues were found with star wiring, bridge taps, or the provided NTE.
- The engineer noted that there is a problem with the customer's equipment (router), advising the end customer to contact their Communications Provider (CP) for a replacement.
- The tests conducted showed that connectivity to the end customer is working and that the line was OK.
**Reasons for Disputable Classification:**
1. **Genuine Fault Found:** A fault was identified and resolved, but the engineer's notes indicate that the issue persists with customer equipment (router), which is not the responsibility of Openreach.
2. **Customer Equipment Issue:** The situation hinges on whether the customer will resolve the issue with their router, which may lead to further disputes regarding the necessity of the visit.
3. **Advice Given:** The customer was advised to contact their CP for further assistance, indicating the issue may not be fully resolved.
**Next Steps:**
- If the customer disputes the findings or charges, it would be prudent to gather supporting evidence regarding the router's condition and any communications with the CP.
- The customer should be encouraged to retest and, if the fault persists, provide access times and dates for further investigation.
This decision may require escalation for clarification based on customer feedback and further details regarding the equipment. |
2026-01-21 06:22:07 |
No |
|
| 160 |
Hi, Openreach has resolved the fault, please find below engineer notes: Openreach Ref no. - 3-1232084515402 is Cleared KCI history - End Customer Domain - Non Openreach Maintained Equipment Engineer notes - 16/01/2026 10:42:06 , Dispatch Comments:TRC Questions: ActivityDesc:Repair complete, UpstreamSpeed:20,DownstreamSpeed:79,Tested:1,NotTestedReason:,DemoPerson:,DoorColor:,Questions:closureNotes:All works completed my line had been cut down by openreach as my customer line was hanging low i had to do a new line provide to a above ground enclosure one done all test were good \r\n\r\nOGEA89676649, GEA service test completed and no fault found. Download Speed: 80.0Mbit/s Upload Speed: 20.0Mbit/s LocationOfIntervention:Dp , CableSize:1 pair, PairChangedFrom:Same pair, PairChangedTo:Same pair The NGA test is passing/ Testing shows no fault conditions, Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Karan Y. Thanks KY - Supervisor |
Based on the provided engineer notes, here is the classification of the visit:
**Date and Time of Engineer Visit:** 16/01/2026 at 10:42:06
**Engineer Notes Summary:**
- Fault has been resolved.
- The line was cut down by Openreach.
- A new line was provided to an above-ground enclosure.
- All tests were completed successfully with no faults found.
- NGA test is passing.
- Instructions provided for retesting if the fault persists.
**Classification:** Non-Chargeable Visit
**Reasoning:**
- The fault was identified as stemming from Openreach's actions (line hanging low), which indicates that it was not caused by the customer.
- The engineer successfully completed the repairs and confirmed no faults were present after testing.
- Since the fault originated from Openreach's maintenance responsibility, this visit is classified as non-chargeable.
No further action is required unless the customer reports a continued issue after retesting, at which point they should provide three access times and dates for further investigation. |
2026-01-17 08:10:39 |
No |
|
| 159 |
As Per Openreach Update:- The OR ref 3-1231890356174 Status is Open and In Progress. KCI History : 12/01/2026 13:17:19 4C80 4465 Please refer to the Notes field for the actual message N 12/01/2026 11:39:00 AORC IU06 Internal Event Status Update - Completed Appointment N Openreach Engineering Notes:- 12/01/2026 11:38:43 Notes :12/01/2026 11:38:00\n----------------------\nEngineer details\n\nEngineer name: \n\n----------------------\nRing ahead information\n\nPrimary customer name:sarah\nContact no:07956959031\nCall outcome:Successful call\n\n-------------------------------\n\n#Incomplete task summary#\n\n\n\n\n\nA network solution is required to complete the job. \n \n\n----------------------\n#More details#\n\nA light issue has been identified - no light. \n\n----------------------\n#Line Proven#\n\n\nEngineer was not able to detect the light.\n\nEngineer has tested the line upto the CBT. \n\nLocation: - [See map location](http://maps.google.com/maps?t=m&geocode=&q=51.465277,-2.588720&z=15).----------------------\nNotes from engineer:\nNo light dis measuring 180m from ONT no light on spare ports. Splitter in the road would require road closure to access\n\n\n===QBF summary starts======QBF summary ends=== Echat : What has happened: As I have checked the order, I can see the order is delayed due to a light issue has been identified. What I have done: As I have advised to CP that the fault where engineer was unable to complete the installation due to light issue identified . As I have checked the fault details there is a light or routing issue, so the engineer has retained the job. As I can see job is still with engineer kindly wait for further progression. Once the issue will be resolved we can progress the fault. N11 Skilled engineer is required on this Job. We apologies for any inconvenience and will endeavour to allocate this task ASAP. When to review HUD: Please review HUD on 15/01/2026 for further updates. If no update is available on HUD on this date, please initiate an echat with the Customer Service Management Team and we will be happy to help you. We are snoozing this ticket for next 48hrs for further updates. |
Based on the provided information, the scenario involves an engineer's visit related to a broadband issue. Let's analyze it according to the outlined decision criteria:
1. **Chargeable Scenarios**:
- There is no indication from the notes that the customer caused any damage, missed the appointment, or booked the engineer for an incorrect fault type. Therefore, it does not fall under chargeable scenarios.
2. **Non-Chargeable Visits**:
- The notes indicate that a light issue has been identified, specifically that the engineer was unable to detect light coming from the ONT and had tested the line up to the CBT. Since this issue appears to be an external fault related to network equipment and not caused by the customer, it aligns with a non-chargeable visit.
3. **Disputable Scenarios**:
- There is no mention of "No Fault Found" in the engineer's notes. However, the situation does indicate a need for a skilled engineer to resolve the light issue. This does not directly imply a disputable scenario but suggests that further investigation and action are needed to resolve the fault.
### Conclusion:
- **Status of Visit**: **Non-Chargeable**
- **Date of Engineer Visit**: **12/01/2026 at 11:38 AM**
- **Engineer Notes**: No light detected; further action required due to network fault.
The visit is categorized as non-chargeable because the fault seems to be related to external network issues rather than customer actions. Further follow-up is required to resolve the ongoing issue. |
2026-01-13 07:02:40 |
No |
|
| 158 |
NGA service test is failing at "DT" we found AF-IE-2892500656 MSO details- Id AF-IE-2892500656 Indicator MSO Status In Progress Post code IP4 5JT Start time 04/01/2026 10:13:30 End time Location Ipswich Received date 04/01/2026 09:13:28 Estimated end time 05/01/2026 23:59:59 Platform Openreach-SFFA Exchange code IPS Problem type System Generated Incident category P2 Priority P2 MBORC N Extended Outage reason Incident title Fibre - Under Investigation - DSLAM - NMBMKD - Ipswich - IH Incident reference AF-IE-2892500656 RCA Code Description Estimated end time is passed. Testing has identified a fault with this circuit, we have therefore raised this to Openreach for further investigation. The Openreach Ref is 3-1231813924298 Updates will follow once Openreach have dispatched an engineer and their notes are returned, we expect this update within 48 working hours Kind Regards, Shubhangi N. |
**Engineer Visit Assessment**
**Date of Engineer Visit:** 04/01/2026
**Time Slot:** 10:13:30 - Estimated end time 05/01/2026 23:59:59
**Customer Location:** Ipswich, IP4 5JT
**Incident Details:**
- **Incident Reference:** AF-IE-2892500656
- **Status:** In Progress
- **Problem Type:** System Generated
- **Incident Category:** P2
- **Priority:** P2
- **Extended Outage Reason:** Fibre - Under Investigation - DSLAM - NMBMKD - Ipswich - IH
- **Openreach Reference:** 3-1231813924298
**Assessment:**
- **Fault Location:** The fault is identified within the network circuit related to Openreach, and further investigation has been raised with them.
- **Responsibility:** Since the fault is not due to customer-caused damage and is being investigated by Openreach, this visit is considered **non-chargeable** to the customer.
**Next Steps:**
- Await updates from Openreach as they dispatch an engineer and return with notes. Further communication will follow once updates are received within the expected timeframe of 48 working hours.
**Final Classification:** Non-chargeable visit due to external fault identified by Openreach. |
2026-01-08 17:10:01 |
No |
|
| 157 |
Openreach has resolved the fault, please see the Openreach engineer notes below: Openreach ref:3-1231735812666 05/01/2026 11:43:50 1B81 4150 Response Required - Fault Report ClearedY Fibre Optical Network Termination (ONT) Point ==QBC Summary Start===End customer advised engineer that Internet was not working.Engineer has identified the issue at the ONTwith its entire ONT unit,which was faulty.Engineer replaced and registered the ONT.No additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm.===QBC Summary End= Test details: Service test pass Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Shital R |
Based on the provided engineer notes, here is the classification of the visit:
### Visit Details:
- **Openreach Reference:** 3-1231735812666
- **Date and Time of Visit:** 05/01/2026 at 11:43:50
### Engineer's Findings:
- The end customer reported that the internet was not working.
- The engineer identified a fault with the Fibre Optical Network Termination (ONT) unit, which was found to be faulty.
- The engineer replaced and registered the ONT unit.
- Final light level reading showed improved results, indicating the issue was resolved.
### Classification:
- **Non-Chargeable Visit:** The fault was identified and resolved by the engineer at the ONT, which is not caused by the customer. Therefore, the visit is classified as non-chargeable.
### Summary:
The customer should not incur any charges for this engineer visit, as the fault was due to a faulty ONT unit, not customer-caused damage or error. |
2026-01-06 06:06:00 |
No |
|
| 156 |
The service has now been restored, an engineer attended and replaced a drop cable which was vandalised by a neighbour. |
Based on the provided information, the scenario involves damage caused by a neighbor to the drop cable, which is outside the customer's control. Therefore, the visit is classified as:
**Non-Chargeable Visit**
- **Reason**: The fault (vandalism of the drop cable) was not caused by the customer and was identified outside of their property responsibility.
**Date and Time**: Please provide the date and time of the engineer's visit for complete documentation. |
2026-01-05 11:33:46 |
No |
|
| 155 |
We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes: Openreach Reference: 3-1231666271116 Open Cleared KCI history: 31/12/2025 16:33:51 1B81 4150 Response Required - Fault Report Cleared Y Fibre Cable Network Termination Point (UG, OH, MDU) OR latest Update / Engineer note (Also check HUD notes) :===QBC Summary Start===End customer advised engineer that Internet was not working.Engineer has identified the issue at the CSPwith the splice,which was caused due to poor splice.Engineer re-spliced the fibre.No additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm.===QBC Summary End=== Test details: Service test is passed Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, |
Based on the provided details from the Openreach engineer's notes, here is the classification of the visit:
### Summary of Engineer's Visit
- **Date and Time**: 31/12/2025, 16:33:51
- **Reference**: 3-1231666271116
- **Findings**: The engineer identified a fault at the CSP due to a poor splice and re-spliced the fibre. The final light level reading was measured at 1490mm, which is within acceptable limits.
### Classification: Non-Chargeable Visit
- **Reason**: The engineer found and resolved a fault that was not caused by the customer. The issue was identified as a poor splice at the CSP, which falls under external faults not within the customer’s responsibility.
### Additional Notes
- The customer was advised to retest the service and, if the fault persists, to reopen the ticket with three access times and dates for further investigation.
- There is no indication of any customer-caused damage, wasted callouts, or missed appointments.
This visit is classified as non-chargeable, as the engineer identified and rectified a genuine fault not attributable to the customer. |
2026-01-02 06:39:15 |
No |
|
| 154 |
Good afternoon, We have performed the diagnostics on the line and below are the updates on the action taken and next steps. The Openreach Ref 3-1231674552415 is Open Cleared state. Engineer notes - ===QBC Summary Start===Customer Report: End customer informed of connection issue.\n\n Actions to resolve: Engineer has resolved the fault located at SSFP / VDSL front plate.This was caused by general wear and tear on NTE / BT / LJU / front plate.There is non BT / Openreach logo stamped on it.Engineer replaced.Customer`s modem / router is plugged into the NTE master socket.\n\n Advice given to end customer: All completed .\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 31/12/2025.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 31/12/2025 13:50.Final FastTest completed.The test passed on 31/12/2025.===QBC Summary End=== KCI history- 31/12/2025 13:53:11 1B81 4150 Response Required - Fault Report Cleared Y Service Specific front plate (SSFP) changed/repaired. Checking for Authentication - Subscriber has successfully authenticated Checking for an IP Address - Subscriber has been successfully issued an IP of 89.242.209.249 Auth logs : 31/12/2025 11:04:50 Access-Accept South NMBSGJ eth 0/1/24:101 nge001.bri FTTC8080580 01452681288@hometelecom.online login@hometelecom.online NGA - test is passing. Test Description GEA service test completed and no fault found . Main Fault Location OK Sync Status In Sync Please retest the network. Kind Regards, Shubhangi N. Thanks SN - Supervisor |
Based on the provided engineer's notes, the following assessment can be made:
### Summary of the Visit:
- **Date of Visit:** 31/12/2025
- **Engineer Action:** The engineer identified and resolved a fault located at the SSFP/VDSL front plate, which was caused by general wear and tear on the equipment. The old front plate was replaced as it did not have the BT/Openreach logo, indicating it was not official equipment.
- **Final Tests:** All tests performed at the NTE back plate and NTE/NTP indicated that the line was operational and there were no issues found post-repair.
### Chargeability Assessment:
- **Non-Chargeable Visit:** The fault was due to general wear and tear, which is considered a normal maintenance issue rather than customer-caused damage. The engineer successfully repaired the issue, and all tests confirmed the connection was back to normal.
### Conclusion:
- **Charge Status:** Non-Chargeable
- **Reason:** The issue was due to general wear and tear on non-BT equipment, and the service was successfully restored without any customer error or fault.
### Final Note:
Ensure that all customer communication reflects this non-chargeable status clearly to avoid any confusion regarding the visit. |
2026-01-02 06:30:32 |
No |
|
| 153 |
Good evening, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes: Openreach Reference: 3-1231660962386 Open Cleared KCI history: 31/12/2025 13:42:18 1B81 4150 Response Required - Fault Report Cleared Y Internal Fibre Patch Cable OR latest Update / Engineer note (Also check HUD notes) :===QBC Summary Start===End customer advised engineer that Internet was not working.Engineer has identified the issue at Cable & Track Joint (CSP-ONT)with its cable,which was faulty.Engineer replaced part of the cable.No additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm.===QBC Summary End=== Test details: Service test is passed Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. |
Based on the provided engineer notes and details, let’s analyze the situation according to the outlined scenarios:
1. **Engineer Visit Reference**: Openreach Reference: 3-1231660962386
2. **Date and Time of Visit**: KCI history indicates a reference date of 31/12/2025 at 13:42:18.
### Analysis:
- **Fault Identified**: The engineer found a fault at the Cable & Track Joint (CSP-ONT) related to the internal fibre patch cable and replaced part of the cable. This indicates a genuine fault that was not caused by the customer.
- **Final Light Level Testing**: The light level reading at the ONT was within acceptable limits, confirming the repair was successful.
### Conclusion:
Given that a genuine fault was found and repaired by the engineer, this visit is classified as **Non-Chargeable** to the customer. The issue was not caused by any action from the customer, and the engineer successfully resolved the problem.
### Summary:
- **Visit Type**: Non-Chargeable
- **Reason**: Genuine fault found and repaired (fault identified at Cable & Track Joint).
- **Date and Time of Visit**: 31/12/2025 at 13:42:18. |
2026-01-02 06:25:15 |
No |
|
| 152 |
Hi, Please see the Openreach engineer notes. Openreach Reference : 3-1231639343836 15668681 OGEA73042085 Generic Ethernet Access Closed Completed KCI history: 31/12/2025 13:10:21 3N69 3300 Fault is Cleared and Closed N Communication Provider Domain - End Customer Domain Issue NGA Test is out of sync. Please retest and if the fault still persists, Please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Vishwanath P Thanks VP - Supervisor |
Based on the provided engineer notes, here is the analysis:
- **Openreach Reference**: 3-1231639343836
- **Engineer Notes**:
- Fault is Cleared and Closed
- Communication Provider Domain - End Customer Domain Issue
- NGA Test is out of sync.
- Request to retest and reopen the ticket if the fault persists with access times & dates for further progression.
### Classification of Visit:
1. **No Fault Found**: The notes indicate that the fault is cleared and closed, but the NGA Test is out of sync, which implies further investigation may be needed.
2. **Further Investigation Required**: The request to retest and reopen the ticket if the fault persists suggests that there may still be underlying issues that were not fully resolved during the visit.
### Conclusion:
- **Disputable Scenario**: This visit appears to fall under the disputable category. The engineer’s notes indicate that while an issue was addressed, there is still a potential for a fault that requires further investigation.
### Recommendation:
- **Next Steps**: It would be advisable to follow up with the customer to ensure they retest the service as per the engineer's recommendation. If issues persist, the customer should provide 3 access times and dates to arrange for a follow-up visit.
### Date and Time of Visit:
- **KCI History**: 31/12/2025, 13:10:21
Please keep this information in mind for any follow-ups or further actions. |
2026-01-02 06:08:20 |
No |
|
| 151 |
Notes:==QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: xDSL test was not carried out.Tester found to be faulty.There was no REIN issue identified.\n\n Initial test results: PQT test not carried out.Test head was unavailable.FastTest performed.The test passed on 29/12/2025.\n\n What was found: Openreach network fault.\n\n Actions to resolve: Fault identified between internal DP and NTE.This was caused by damage to wiring (inc concealed where faulty) / missing.The source of the damage was identified as unknown third party.Engineer replaced.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer Abigail Morgan.Engineer has completed the handover with Abigail Morgan.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-12-29T09:52:36.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 29/12/2025.Final FastTest completed.The test passed on 29/12/2025.===QBC Summary End=== |
**Visit Summary:**
- **Date of Visit:** 29/12/2025
- **Time Slot:** Not specified
**Findings:**
- The engineer found an Openreach network fault.
- Damage to wiring (including concealed damage) was identified, caused by an unknown third party.
- The engineer confirmed that the customer’s modem/router was plugged into the NTE master socket and proved working connectivity to the end customer.
**Determination:**
- **Chargeable/Non-Chargeable Status:** The visit is **non-chargeable** since the fault was identified as being outside the customer's control (damage caused by an unknown third party). The customer did not cause any damage themselves, and the issue was resolved without any customer-caused issues.
No further investigation or escalation is needed in this case as the fault was clearly identified as external. |
2025-12-30 08:46:53 |
No |
|
| 150 |
Good morning, As per the latest updates :- Openreach Ref - 3-1231613173266 INC000101041711 SGEA95351682 SOGEA Open Cleared. KCI History - 27/12/2025 13:33:59 1B81 4150 Response Required - Fault Report Cleared Y Auto DLM Re-assessment. Engineer Notes - NA NGA Service Test - MainFaultLocation OK Sync Status In Sync Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Raju C |
Based on the provided information, here’s the assessment of the engineer visit:
1. **Fault Status**: The engineer notes indicate that the fault has been cleared, and the service test shows "In Sync." This suggests that no fault was found during the engineer's visit.
2. **Engineer Notes**: The notes are marked as "NA," which may imply that there were no specific details recorded regarding the visit or fault found.
3. **Next Steps**: The communication requests the customer to retest the service and, if the fault persists, to reopen the ticket with three access times and dates.
**Classification**: Given that the engineer's notes indicate no fault found and the service is now in sync, this situation leans towards being **disputable**. The absence of detailed engineer notes and the call for retesting suggest that further investigation may be necessary.
**Recommendation**: It would be prudent to escalate this case for further review, particularly due to the unclear nature of the engineer's notes and the request for the customer to retest. Additionally, ensure that any further communication with the customer includes a clear request for evidence or feedback if the issue persists.
**Date and Time**: The date mentioned is 27/12/2025, with the response time noted at 13:33:59.
Overall, treat this scenario as **disputable** until further evidence or clarification is provided. |
2025-12-30 06:17:20 |
No |
|
| 149 |
Good afternoon, 3-1231557610508 INC000101038456 SGEA95509686 SOGEA Open In Progress 29/12/2025 12:05:47 1B60 3261 Response Required: CP is required to arrange an appointment DCOE Notes: TALKTALK COMMUNICATIONS LTD, please be advised, the resolution to the fault is delayed as access to the cupboard is required to confirm the fault, customer will contact letting agent and reschedule once unlocked and We contacted the customer to request access to the cupboard. The customer stated they are unsure when access will be arranged so, A KSU is being triggered to the Communication Provider to arrange new appointment with the customer. The fault will close within 48 hours unless sent at weekend then 72 hours if there is no response to the KSU from the Communication Provider. KSU - Keep System updated. Please re-open the ticket providing a site contact name/number, site access times for us to progress with an appointed engineer task. In addition to this, when an NTE/circuit is located in an unmanned site with a third party power supply, Openreach now require that we provide them with details to ensure the sites power supply is safe before they will task an engineer. If applicable, please provide the below details: Last EICR (Electrical Installation Condition Report) Outcome i.e. Pass or Fail Certificate Reference Certificate Issuer Expiry Date Kind Regards Shubham M Customer Communication bambale.sanja |
Based on the provided information, here is the assessment for the engineer's visit regarding the incident INC000101038456:
**Date and Time of Visit:** 29/12/2025 at 12:05:47
**Scenario Assessment:**
1. **Access Issues:** The notes indicate that access to a cupboard is required to confirm the fault and that the customer is unsure when this access will be arranged. This situation falls under the category of external factors affecting the ability to resolve the fault.
2. **No Fault Found:** Although there is no mention of "No Fault Found" in the notes, the inability to access the cupboard indicates that the fault could not be confirmed during this visit.
3. **Further Action Required:** The customer is expected to contact the letting agent to reschedule access, and a Keep System Updated (KSU) is being triggered to arrange a new appointment.
**Conclusion:**
The visit should be classified as **Disputable** due to the access issue being a significant factor. Further investigation is necessary to gather more information regarding the status of access to the cupboard and to clarify the situation with the customer and the letting agent.
**Next Steps:**
- Follow up with the customer for updates on access arrangements.
- Document any communication with the letting agent if applicable.
- Monitor for the customer’s response to the KSU initiated for rescheduling the appointment.
This case should be escalated for further clarification as needed. |
2025-12-30 06:15:30 |
No |
|
| 148 |
Hi Team, We have performed the diagnostics on the line and below are the latest details and next steps. Findings/ Test Performed:- The OR ref 3-1231613702126 Status is Open and Cleared. Actions Taken:- Fault is cleared Escalation Details:- NA KCI History : 29/12/2025 17:06:48 1B81 4150 Response Required - Fault Report Cleared Y Blown Fibre Length Openreach Notes:- =QBC Summary Start===End customer advised engineer that Internet was not working.Engineer has identified the issue at Cable & Track Joint (CSP-ONT)with its cable,which was caused by damage.Damage is within end customer curtilage.Nature of the damage - physical damage,caused by - Unknown third party.Engineer replaced the entire cable.No additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm.===QBC Summary End=== Conclusion:- Fault is cleared, so closing the ticket, please retest, if still issue persist then please reopen the ticket. Test Result(Service Test):- Pass |
Based on the provided details, the engineer's visit appears to be chargeable to the customer for the following reasons:
1. **Customer-Caused Damage**: The notes indicate that the damage was caused by an "Unknown third party," but since it is classified as damage within the end customer's curtilage, it falls under the category of customer-caused damage. This implies that the responsibility for the damage lies with the customer or their property.
2. **Actions Taken**: The engineer replaced the entire cable due to the identified physical damage.
3. **Final Outcome**: The fault was cleared, indicating that the engineer successfully resolved the issue, but it is important to note that the cause of the issue was classified as damage within the customer's property.
**Date and Time of Visit**: The KCI history indicates the response was required on 29/12/2025 at 17:06:48.
In summary, this engineer visit is deemed chargeable due to customer-caused damage within their property. |
2025-12-30 05:44:40 |
No |
|
| 147 |
Hi Team, We have performed the diagnostics on the line and below are the latest details and next steps. Findings/ Test Performed:- As per the OR Ref 3-1231501520786 Status is Open and Cleared. Actions Taken:- Fault is cleared Pair Changed from Node to Node Escalation Details:- NA Openreach Engineering Notes:- Customer Report: End customer informed of connection issue.\n\n Actions to resolve: Engineer has resolved the fault located at the D-side including aerial cables / lead-in / block terminal.There was a fault outside the end customer's curtilage caused by general wear and tear.The fault was fixed by changing the pair node to node.No additional work was carried out on the end customer's wiring / VRI / equipment beyond the NTE at their request and within TRC banding.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the NTE back plate.FED has been connected at the NTE back plate.The test passed on 24/12/2025.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 24/12/2025.The test passed on 24/12/2025. Conclusion:- Fault is cleared, so closing the ticket, please retest, if still issue persist then please reopen the ticket. Test Result(Service Test):- Pass TestDescription GEA service test completed and no fault found . MainFaultLocation OK Sync Status In Sync Kind Regards, Sanjay B. |
Based on the provided engineer's notes and findings, the visit is classified as **Non-Chargeable** for the following reasons:
1. **Faults Outside Customer’s Property**: The engineer identified that the fault was located outside the end customer's property boundary, specifically at the D-side, and was caused by general wear and tear.
2. **Genuine Faults Found**: The engineer successfully resolved the fault without any issues related to the customer's equipment. The final tests confirmed the line was operational after the fault was cleared.
The details from the visit indicate that no additional work was required on the customer's wiring, and the customer's equipment was functioning properly at the time of the visit.
### Summary:
- **Visit Date**: 24/12/2025
- **Charge Status**: Non-Chargeable
- **Reason**: Fault was outside the customer's property and resolved by the engineer.
If any issues persist, the customer is advised to retest and potentially reopen the ticket. |
2025-12-29 06:18:31 |
No |
|
| 146 |
Good evening, As per Openreach update on 3-1231585577907 is Open and In Progress and CP is required to arrange an appointment to resolve the fault. Please re-open the ticket providing a site contact name/number, site access times and confirmation that TRCs are accepted in order for us to progress with an appointed engineer task. KCI History: 27/12/2025 16:21:11 1B60 3261 Response Required: CP is required to arrange an appointment Y Please find the OR notes below: "**Line Stability:**Network Stability:**Test Outcome:Fail**MFL:CA**Term Statement:NO TERM STATEMENT AVAILABLE**Line Signature:**Distance to Fault:0.0**Cable length:1.8**Test Start Time:2025-12-27T16:20:58**Test Stop Time:2025-12-27T16:20:58===QBC Summary Start===Customer Report: End customer advised there is a broadband issue.\n\n Actions to resolve: Engineer has resolved the fault located at the D-side including aerial cables / lead-in / block terminal.The fault was located outside the end customer`s curtilage and shown by damp / corrosion to wire / cable.The fault was fixed by clearing in joint.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-12-27T13:31:35.\n\n Final alternate test results: Final FastTest performed from the customer premise.The test passed on 27/12/2025 14:53:15.===QBC Summary End" We would require access times within next 24 hrs to progress for appointed task. Please note if access time are not provided, the Trouble Report will be closed within next 48hrs. In addition to this, when an NTE/circuit is located in an unmanned site with a third party power supply, Openreach now require that we provide them with details to ensure the sites power supply is safe before they will task an engineer. If applicable, please provide the below details: Last EICR (Electrical Installation Condition Report) Outcome i.e. Pass or Fail Certificate Reference Certificate Issuer Expiry Date Kind Regards Iftekhar S |
Based on the information provided, the following conclusions can be drawn regarding the engineer's visit for broadband services related to the ticket number 3-1231585577907:
1. **Fault Location**: The fault was identified outside the end customer's property (curtilage) and involved damp/corrosion to wire/cable which was resolved by the engineer. This indicates that the fault was not caused by the customer.
2. **Test Outcomes**: The final test results performed at the NTE back plate and from the customer premise both passed, confirming that the issue has been resolved successfully.
3. **Chargeability**: Since the fault was found and resolved outside the customer's property and was not due to any customer actions, the visit would be classified as **non-chargeable** to the customer.
4. **Date and Time of Visit**: The engineer's test activities occurred on **December 27, 2025**, with specific test times noted as follows:
- Test Start Time: **16:20:58**
- Test Stop Time: **16:20:58**
- Final PQT performed at the NTE back plate at **13:31:35**.
- Final FastTest performed from the customer premise at **14:53:15**.
In conclusion, the engineer's visit for this ticket is **non-chargeable** as the fault was outside the customer’s property and not caused by the customer. |
2025-12-29 06:01:47 |
No |
|
| 145 |
ood evening, Did eiva chat and escalated the fault for senior engineer as it is repeat fault. Eiva updates :- 28/03/2025 17:41:03 What has happened:- The job is an repeat fault Reason for contact :- CP asked for to allocate an senior engineer What I have done:- I have escalated to Patch lead to get a senior engineer to resolve this job as soon as possible. So, I would request you to kindly review the tracker back on 31/03/25 for further update as the appointment is booked for 29-03-2025 08:00:00 AM slot When to review Tracker :- Please review tracker on 31/03/25 for further updates. If no update is available on tracker on this date, please initiate an echat with the Customer Service Management Team and we will be happy to help you. Eiva session ID: 117aaf82-da18-41f6-a001-9e9205b1dc9a Regards, Raju C |
Based on the information provided, the engineer's visit scheduled for 29-03-2025 at 08:00 AM would likely fall under the category of disputable scenarios due to the nature of it being a repeat fault that requires a senior engineer. Here’s the breakdown:
- **Date and Time of Appointment**: 29-03-2025 at 08:00 AM
- **Reason for Contact**: The customer requested a senior engineer due to a repeat fault.
- **Current Status**: The issue has been escalated, and the tracker should be reviewed on 31-03-2025 for further updates.
This situation does not indicate whether the customer's fault caused the issue or if it was an external problem. Therefore, it requires further investigation, particularly after the senior engineer's visit.
If the senior engineer identifies a legitimate fault not caused by the customer, then the visit may be classified as non-chargeable. Conversely, if there are findings of customer-caused issues or no fault found, it could lead to chargeable circumstances.
Overall, monitor the situation and review the tracker as suggested for any updates post-visit. |
2025-12-20 08:13:59 |
No |
|
| 144 |
OR latest Update / Engineer note (Also check HUD notes) :QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with no errors and achieving predicted speed on 15/04/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on 15/04/2025.\n\n What was found: Authentication issue in CP domain.Engineer has not done anything with star wiring / bridge taps / power line technology.No star wiring / bridge taps / power line technology issues found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer has found issue with modem / router and made configuration changes to resolve the issue.Engineer hasn`t found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Mrs mclean.Customer`s modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed with amber parameters on 2025-04-15T13:44:47.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated further investigation required on 15/04/2025.Final FastTest completed.The test passed on 15/04/2025.===QBC Summary End. SL - Supervisor |
Based on the engineer's notes and the provided information, here is the classification of the visit:
### Date and Time of Visit:
- **Date**: 15/04/2025
### Summary of Findings:
- The customer reported no broadband connection.
- Initial xDSL tests indicated a stable connection with no errors and achieving predicted speed.
- No REIN issues were identified.
- An authentication issue in the CP domain was found, which was not related to physical wiring or hardware issues within the customer's property.
- The engineer made configuration changes to the customer's modem/router to resolve the connectivity issue.
- Final tests confirmed working connectivity.
### Classification:
- **Chargeable or Non-Chargeable**: The visit appears to be **non-chargeable** as the fault (authentication issue in CP domain) was not caused by the customer and the engineer resolved the connectivity problem without any physical damage or customer-caused errors.
### Additional Notes:
- The engineer did not identify any faults with the physical wiring or equipment that would indicate customer error or damage.
- All tests performed passed, including the final PQT and xDSL tests, confirming successful resolution of the issue.
### Conclusion:
- Based on the information, the engineer's visit on 15/04/2025 is classified as **non-chargeable**. |
2025-12-20 08:01:27 |
No |
|
| 143 |
Good evening, We have performed the diagnostics on the line and below are the latest details OR ref : 3-1231409003746 INC000101037407 SGEA95445228 SOGEA Closed Completed EndKCI HISTORY:19/12/2025 14:58:12 3N69 3300 Fault is Cleared and Closed N Customer Lead in and Internal Termination Engineer note :=QBC Summary Start===Customer Report: End customer informed us there is no broadband connection. Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.XDSL test not carried out due to no sync.There was no REIN issue identified. Initial test results: PQT test not carried out.There was no line / dial tone.FastTest performed.The test passed on 19/12/2025. What was found: Openreach network fault. Actions to resolve: Fault identified in D-side between DP and NTE / NTP.Resolved by renewing customer lead in.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has provided / replaced NTE because upgradation of NTE is required.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring. Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with .Customer's modem / router is plugged into the NTE master socket. Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-12-19T14:17:36. Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 19/12/2025.Final FastTest completed.The test passed on 19/12/2025.===QBC Summary End= NGA test is passing with no fault conditions Please retest and if the fault still persists, please reopen the ticket. Regards, Sejal G. |
Based on the provided engineer's notes for the visit on **19/12/2025 at 14:58**, the following analysis can be made:
1. **Fault Identified**: The engineer noted that an Openreach network fault was found in the D-side between the distribution point (DP) and the Network Termination Equipment (NTE). This fault was resolved by renewing the customer lead-in.
2. **No Customer-Caused Damage**: There is no indication of any damage caused by the customer or any other issues with customer-owned equipment (modem/router, extension wiring), as the engineer reported that all customer equipment was functioning correctly.
3. **No Wasted Callouts**: The situation does not seem to involve any customer error, improper equipment connection, or incorrect setup leading to a wasted visit.
4. **Final Test Results**: The final tests performed confirmed that the line was operational and indicated no further faults.
### Conclusion:
The engineer's visit on **19/12/2025** is classified as **non-chargeable** to the customer. The fault was identified and resolved within the network infrastructure, which is outside of the customer's responsibility.
If the customer experiences further issues, they should retest and reopen the ticket as advised by the engineer. |
2025-12-20 07:50:59 |
No |
|
| 142 |
Good Evening, We have performed the diagnostics on the line and below are the latest details OR ref. :3-1231410612383 INC000101037578 OGEA90157131 Generic Ethernet Access - FTTP Open In Progress KCI :19/12/2025 18:34:24 Please refer to the Notes field for the actual message N OR notes :Session ID- e0afe821-c587-498a-b137-d6039ce772f3 What I have done: Thank you for being on hold. I really appreciate your time and patience. As i have checked the fault and i can see that the appointment has been missed and now team will contact the customer within 48 working hours to book an appointment so i request you to kindly wait and review HUD on 23/12/2025 for further update When To Review Hud : Please review HUD on 23/12/2025 for further updates. If no update is available on HUD on this date, please initiate an e-chat with the Customer Service Management Team and we will be happy to help you. We will review back after 48hours for further update Kind regards, Sejal G. |
Based on the provided details, the following assessment can be made:
### Visit Summary:
- **Reference Number**: 3-1231410612383
- **Incident Number**: INC000101037578
- **Service Type**: Generic Ethernet Access - FTTP
- **Status**: Open / In Progress
- **KCI**: 19/12/2025 18:34:24
- **Next Review Date**: 23/12/2025
### Notes:
- The appointment was missed, and the team will contact the customer within 48 working hours to reschedule the appointment.
### Assessment:
- **Chargeable or Non-Chargeable**: The scenario indicates a **missed appointment**. Since the customer was unavailable for the scheduled appointment, this may lead to a **chargeable visit** depending on the specific terms of service agreed upon.
### Recommendation:
- Further clarification is needed regarding the reason for the missed appointment. If the customer was unavailable without prior notice, the visit may be chargeable. If there is a valid reason for the missed appointment, such as an external factor or miscommunication, it could be disputable.
### Next Steps:
- Monitor the situation and ensure the customer is contacted within the specified timeframe.
- Review any further updates in the HUD on 23/12/2025 to clarify any outstanding issues or customer responses regarding the missed appointment. |
2025-12-20 07:27:54 |
No |
|
| 141 |
Hi, Openreach has resolved the fault, please find below engineer notes: Openreach Ref no. - 3-1231460732436 is Closed Completed KCI History - RWT - Customer Premises Engineer notes - ===QBC Summary Start===Customer Report: End customer informed us their broadband speed is not achieving predicted speed.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on 19/12/2025.\n\n Actions to uplift Openreach / customer network: Investigated the network and no further work required.NTE replaced as it was obsolete.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed with amber parameters on 2025-12-19T08:35:16.Final FastTest completed.The test passed on 19/12/2025 09:43:15.===QBC Summary End=== The TAM test is passing, Testing shows no fault conditions, Please retest with the customer and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards Karan Y. Thanks KY - Supervisor |
Based on the provided engineer notes, here is the assessment of the visit:
**Date of Visit:** 19/12/2025
**Engineer Notes Summary:**
- Customer reported broadband speed issues.
- Initial test results at the NTE back plate passed.
- NTE was replaced due to obsolescence.
- Final tests at the NTE back plate passed with amber parameters.
- No further work was required on the network.
- The engineer advised to retest with the customer and reopen the ticket if the fault persists.
**Assessment:**
- **Chargeable/Non-Chargeable:** The visit appears to be non-chargeable as the tests performed indicated no fault conditions, and the issue may not have been due to customer-caused damage or error.
- **Disputable:** However, there is a suggestion to retest with the customer, indicating that further investigation may be required if issues persist. The recommendation to reopen the ticket if the fault continues suggests that the situation may need further monitoring.
**Conclusion:**
- The visit is classified as **Non-Chargeable** based on no faults being identified during the engineer's tests. However, it remains **Disputable** in case the customer continues to experience issues, and further action may be required.
If the customer disputes the findings or experiences ongoing issues, additional context and evidence may be needed for clarification. |
2025-12-20 07:17:42 |
No |
|
| 140 |
Good Evening, As Per Openreach Update:- The OR ref 4-1229039764826 Status is Open and In Progress. KCI History : 19/12/2025 19:50:55 4N60 4382 Notification Only-EU contacted,inorder to complete the task which required access to the EU premise Openreach has arranged an appointment with the end user. N Openreach Notes:- 19/12/2025 19:51:17 DCOE Notes: Third attempt: TALKTALK COMMUNICATIONS LTD, please be informed that the engineer unable to complete the job because line from house tagged in lower joint on DP (Distribution Point)48 with orange internal cable distribution side stolen, no clean pairs found, customer has full fibre and will consult CP (Communication Provider). An appointment is required so we have contacted the customer and informed her of the dates & slots available and booked an appointment for 29-12-2025 PM slot with an appointment reference number: B804FB1FR. Please review the tracker for further updates by 30-12-2025. We have booked an engineer task for 29/12 AM (08:00-13:00), please ensure the customer is aware and access granted. The Openreach Ref is 4-1229039764826 Further updates will follow after the visit. *Please note* This ticket is no longer in our queue now we have sent the fault over to Openreach to investigate. If the appointment is not suitable for your customer, do not update the ticket as your note will be missed, please call us so we can amend this. Kind Regards, Abhay I |
Based on the details provided in the Openreach update, the engineer visit scheduled for December 29, 2025, appears to fall under the category of **non-chargeable** visits. Here’s the reasoning:
1. **Faults Outside Customer’s Property**: The notes indicate that the fault is due to a stolen internal cable distribution line from the Distribution Point (DP), which is outside the customer's property. This suggests that the fault is not caused by the customer.
2. **Genuine Faults Found**: The engineer was unable to complete the job due to external issues with the infrastructure (stolen cables), which is a legitimate fault that does not implicate the customer.
3. **Future Appointment**: The appointment has been arranged for the customer to address the identified fault, which is an appropriate step for resolving the issue.
4. **Date and Time of Appointment**: The engineer visit is scheduled for **December 29, 2025**, in the **AM slot (08:00-13:00)**.
In summary, the visit on December 29, 2025, is considered **non-chargeable** as it pertains to an external fault outside the customer’s control. Further updates will be needed after the engineer's visit to confirm resolution of the issue. |
2025-12-20 07:01:23 |
No |
|
| 139 |
Hi Team, We have performed the diagnostics on the line and below are the latest details and next steps. Findings/ Test Performed:- The OR ref 3-1231447521326 Status is Closed and Completed. Actions Taken:- Fault is cleared Escalation Details:- NA KCI History : 19/12/2025 17:27:27 3N69 3300 Fault is Cleared and Closed N Pair Changed from Node to Node Openreach Notes:- ==QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.XDSL test not carried out due to no sync.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on .\n\n Actions to resolve: Fault identified in D-side between PCP and DP.Resolved by changing pair node to node.\n\n Actions to resolve: D-side underground network upgraded.\n\n Actions to resolve: Jumpers at PCP / SCP replaced.\n\n Actions to resolve: Wiring up to NTE / NTP upgraded.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has provided / replaced NTE because upgradation of NTE is required.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Donato Cappal.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the NTE back plate.FED has been connected at the NTE back plate.The test passed on 2025-12-19T10:15:09.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 19/12/2025.Final FastTest completed.The test passed on 19/12/2025.===QBC Summary End=== Conclusion:- Fault is cleared, so closing the ticket, please retest, if still issue persist then please reopen the ticket. Test Result(Service Test):- Pass |
Based on the provided information regarding the engineer's visit on December 19, 2025, the following assessment can be made:
### Summary of Findings
- **Customer Report:** The customer reported no broadband connection.
- **Initial Tests:** xDSL test not performed due to no sync; however, PQT test passed.
- **Actions Taken:** Fault identified in D-side between PCP and DP, resolved by changing pair node to node. Upgrades were made to the underground network, jumpers, and NTE/SSFP.
- **Final Tests:** Connectivity was proved to the end customer, and final tests indicated that the line was OK.
### Decision Classification
- **Chargeable:** The scenario does not indicate any customer-caused damage, wasted callouts, incorrect bookings, or missed appointments. The engineer resolved a legitimate fault that was not caused by the customer.
- **Non-Chargeable:** The fault was identified and fixed by the engineer, and there was no indication of customer error or issues related to equipment within the customer's control. All tests passed, and the engineer ensured that the customer had working connectivity.
- **Disputable:** There are no indications of conflicting reports, external factors causing issues, or any "No Fault Found" situations.
### Conclusion
This visit should be classified as **Non-Chargeable** because the fault was legitimate and resolved by the engineer without any evidence of customer error or damage.
### Additional Information
- **Date and Time of Visit:** December 19, 2025, at 10:15 AM for final tests.
- **Next Steps:** The ticket is closed but advises retesting if issues persist.
Overall, the visit does not incur charges to the customer based on the findings and actions taken by the engineer. |
2025-12-20 06:47:24 |
No |
|
| 138 |
Hi Team, We have performed the diagnostics on the line and below are the latest details and next steps. Findings/ Test Performed:- As per the OR Ref 3-1231409340875 Status is Open and InProgress. Actions Taken:- Please refer to the Notes field for the actual message Escalation Details:- NA Openreach Engineering Notes:- DCOE Notes: Second attempt: TALKTALK COMMUNICATIONS LTD, please be informed that the engineer unable to complete the job because no line plant to top-floor flat DP(Distribution Point) located in downstairs flat with no access EU(End User) advised to contact landlord to resolve internal wiring issues as there’s no clear route to run cable. An appointment is required to complete the job. I tried to contact with customer, but no response from their side. We will keep trying to call them. Parking for third attempt. Eiva Chat:- I am so sorry but the fault is with the DCOE team and they please be informed that the engineer unable to complete the job because no line plant to top-floor flat DP(Distribution Point) located in downstairs flat with no access EU(End User) advised to contact landlord to resolve internal wiring issues as there’s no clear route to run cable. An appointment is required to complete the job. I tried to contact with customer, but no response from their side. We will keep trying to call them. Parking for third attempt. so Please review tracker on 23/12/25 for further updates. Conclusion:- Apologize for the inconvenience, We will review back after 48 hours, please wait for the further updates. Test Result(Service Test):- Not Done Kind Regards, Sanjay B. |
Based on the provided details from the engineer's notes regarding the visit, here is the classification:
**Date and Time of Visit:** Not explicitly mentioned in the notes.
**Findings:**
- The engineer was unable to complete the job due to the lack of access to the distribution point (DP) located in the downstairs flat, which prevents running a cable to the top-floor flat.
- The customer (end user) was advised to contact the landlord to resolve internal wiring issues.
- The engineer made multiple attempts to contact the customer but received no response.
**Classification:**
- **Disputable Scenario:** The visit is disputable due to the inability to complete the job stemming from a lack of access and the requirement for intervention from the landlord. The customer’s unavailability for contact and the need for further appointments complicate the situation.
**Next Steps:**
- Further investigation is needed to determine if the charges should be applied once the customer resolves access with their landlord.
- Any conflicting reports or lack of access issues should be escalated for review as the situation evolves.
**Conclusion:**
- This case requires additional follow-up and clarification regarding the customer's access to their property and internal wiring before determining any charges.
**Recommendations:**
- Keep tracking updates for the customer's situation and any communication from the landlord regarding access.
- Document the attempts made to contact the customer for further clarity in future evaluations. |
2025-12-20 06:24:09 |
No |
|
| 137 |
Code: Fibre Fault Sub Category: Damaged fibre within the Aerial Secondary Node Fault Category: None Comment: S. P4. A. No fault found as in service down on both properties but 26 had no service to the ONT. Both customers had -18 to customer wall box. Property 26 had a damaged internal cable, cable was loose on the floor at the door threshold and had been trod on Replaced cable and got service back online Both customers are g pon only. |
**Visit Summary:**
- **Date and Time of Visit:** Not specified in the notes.
- **Fault Description:** Damaged fibre within the Aerial Secondary Node, with no service found for both properties.
- **Engineer’s Findings:**
- "No fault found" noted, but service was down for both properties.
- Property 26 had a damaged internal cable that was loose and had been trodden on.
- The faulty cable was replaced, restoring service.
**Chargeability Assessment:**
- Since the issue was caused by a damaged internal cable in Property 26 that was loose and trodden on, this indicates customer-caused damage.
- Therefore, this visit is **chargeable** to the customer at Property 26 for the engineer's time and the replacement of the cable.
**Conclusion:**
- **Chargeable Visit:** Yes
- **Specifics:** Customer-caused damage due to the internal cable issue at Property 26.
- **Recommendation:** Customer at Property 26 should be informed of the charge for the visit due to the damaged cable. |
2025-12-19 06:49:05 |
No |
|
| 136 |
Good evening, Please see the Openreach engineer notes: Openreach Reference: 3-1231348995536 Open In Progress KCI history:18/12/2025 15:16:19 4C80 4465 Please refer to the Notes field for the actual message N 18/12/2025 15:16:14 4N80 4068 Notification only - Main fault location changed N 18/12/2025 15:16:12 AORC IU06 Internal Event Status Update - Completed Appointment N 18/12/2025 04:10:05 3N81 6016 Engineer Issued. Fault is now beyond PONR. Any further amendments/cancellation may incur charges. N OR latest Update / Engineer note (Also check HUD notes) : 18/12/2025 15:16:11 Notes:\nInCompleteReason:Customer cable from socket to dp is not shirting out customers needs new feed into premises unable to run one in as i cant set tetra up the dp is 3 shops along and needs to be run along top of shops and up to 2nd floor so unable to do repair PWBOTLEY/1456/13,, Dispatch Comments:, ActivityDesc:Assistance, UpstreamSpeed:,DownstreamSpeed:,Tested:0,NotTestedReason:Failed Visit,DemoPerson:,DoorColor:,Questions:closureNotes: I did EVIA chat for latest update. 18/12/2025 18:44:42 Session ID-cb743241-a4bb-4428-9ac3-2b440e85db8e Reason for contact- CP wants update What has happened- Job is within SLA What I have done- The engineers worked on this fault today, and this is the note from the engineer- Customer cable from socket to Distribution point is not shirting out customers' needs new feed into premises. Unable to run one in as the engineer, can't set tetra up the DP is 3 shops along and needs to be run along top of shops and up to 2nd floor so unable to do repair. The fault is currently live in the task force. It remains within the SLA (Service Level Agreement) until 18-12-2025 23:59:59. The allocation team will schedule the task soon. So, I would suggest you review it on 19-12-2025 for further update. When to review Tracker: Please review HUD on 19/12/25 for further updates. If no update is available on tracker, please initiate an e-chat/call with the Customer Service Management Team and we will be happy to help you. Kind Regards, Shubhangi N. |
Based on the information provided in the Openreach engineer notes, here is the classification of the visit:
**Visit Details:**
- **Openreach Reference:** 3-1231348995536
- **Date of Visit:** 18/12/2025
- **Time of Visit:** 15:16
**Engineer Notes Summary:**
- The engineer noted that the customer cable from the socket to the distribution point is not functioning (not shirting out) and that a new feed into the premises is required.
- The engineer was unable to run a new feed as he could not set up Tetra due to the distribution point being three shops along, necessitating running the cable along the top of the shops and up to the second floor.
- The fault remains live and is currently within the Service Level Agreement (SLA) until 18/12/2025 23:59:59.
**Classification:**
- **Non-Chargeable Visit:** The fault is existing and requires external work to resolve (i.e., running a new cable). Since the issue lies outside the immediate control of the customer and pertains to installation requirements, this visit does not incur charges to the customer.
**Comments:**
- No customer-caused damage or errors were indicated in the notes.
- The fault was not the result of a misdiagnosis by the engineer, but rather an identified need for further infrastructure work.
**Next Steps:**
- The task force will review and schedule the necessary work, and further updates should be checked on 19/12/2025.
This visit is classified as **non-chargeable** based on the provided engineer notes. |
2025-12-19 06:41:38 |
No |
|
| 135 |
Hi Team, We have performed the diagnostics on the line and below are the latest details and next steps. Findings/ Test Performed:- The OR ref 3-1231361077506 Status is Open and Cleared. Actions Taken:- Fault is cleared Escalation Details:- NA KCI History : 18/12/2025 17:11:49 1B81 4150 Response Required - Fault Report Cleared Y In Joint AreaCable (Underground) Openreach Notes:- 18/12/2025 17:11:28 , Dispatch Comments:If incomplete why Awaiting call back from DCOE for fibre port swap., TRC Questions: Eng Mobile:,Eng UIN:, ActivityDesc:Repair complete, UpstreamSpeed:,DownstreamSpeed:,Tested:1,NotTestedReason:,DemoPerson:Mr. Connor,DoorColor:,Questions:closureNotes:SGEA94295636, GEA service test completed and no fault found. Download Speed: 18.7Mbit/s Upload Speed: 1.5Mbit/s LocationOfIntervention:Eu reported total loss of service. Customer had faulty d side., CableSize:20, PairChangedFrom:5, PairChangedTo:8 Conclusion:- Fault is cleared, so closing the ticket, please retest, if still issue persist then please reopen the ticket. Test Result(Service Test):- Pass Kind Regards, Abhay I |
Based on the provided information, the visit can be classified as follows:
### Summary of the Visit:
- **Date of Visit:** 18/12/2025
- **Time of Visit:** 17:11:49
- **Engineer Notes:**
- Fault is cleared and no fault was found during the service test.
- Customer reported a total loss of service, but the engineer noted that there was a faulty d side.
- The service test showed a download speed of 18.7 Mbit/s and an upload speed of 1.5 Mbit/s.
### Classification:
- **Status:** Non-Chargeable
- **Reasoning:**
- The engineer found a fault that was not caused by the customer (faulty d side).
- The fault has been resolved, and the service test passed, indicating that the issue was outside the customer's responsibility.
### Next Steps:
- The customer should retest their service, and if issues persist, they may reopen the ticket for further investigation.
No disputable or chargeable factors are identified in the notes provided. |
2025-12-19 06:32:05 |
No |
|
| 134 |
Good afternoon, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes. Openreach Reference: 3-1231391367106 INC000101037339 SGEA95442578 SOGEA Open Cleared KCI history: 18/12/2025 14:10:53 1B81 4150 Response Required - Fault Report Cleared Y Primary Cross Connection Point Engineer note: ctivityDesc:Repair complete, UpstreamSpeed:,DownstreamSpeed:,Tested:1,NotTestedReason:,DemoPerson:,DoorColor:,Questions:closureNotes:SGEA95442578, GEA service test completed and no fault found. Download Speed: 77.0Mbit/s Upload Speed: 20.0Mbit/s LocationOfIntervention:That was provision, not repair... done it anyway :p, CableSize:20, PairChangedFrom:Same, PairChangedTo:Same Test details: Pass Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, Rahiman P. |
Based on the provided engineer notes and details, here's the assessment of the visit:
**Date and Time of Visit:** 18/12/2025 at 14:10:53
**Engineer Notes Summary:**
- Openreach Reference: 3-1231391367106
- Incident Number: INC000101037339
- Service Type: SOGEA
- Status: Cleared
- Activity Description: Repair complete, but noted as "provision, not repair."
- GEA service test completed and "no fault found."
- Download Speed: 77.0 Mbit/s
- Upload Speed: 20.0 Mbit/s
- Test Result: Pass
**Assessment:**
1. **No Fault Found**: The engineer's notes state that "no fault found" during the visit, which indicates a disputable scenario. This requires further investigation to determine if the issue is indeed resolved or if the fault persists.
2. **Next Steps**: The engineer has advised to retest the line and reopen the ticket if the issue continues, providing three access times and dates for further investigation.
**Classification:** **Disputable** - The situation requires further investigation due to "No Fault Found" noted in the engineer's report.
Please escalate this case for further review and suggest that the customer retests the line as recommended. If there are still issues, ensure they provide the access times and dates for a potential follow-up visit. |
2025-12-19 06:22:12 |
No |
|
| 133 |
Good Afternoon, Openreach Has resolved fault we have also checked NGA test is passing. Openreach reference 4-1229125927119 Engineer has worked on Communication Provider Domain - End Customer Domain Issue Kindly check Engineer Notes, "=QBC Summary Start===Customer Report: End customer informed us that broadband is not stable / intermittent.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with slower than predicted speed on 16/12/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on .I have Disconnected star wiring / bridge tap to resolve the issue.Engineer has provided / replaced NTE because upgradation of NTE is required.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer Mark.Engineer has completed the handover with Mark.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the NTE back plate.FED has been connected at the PCP.The test passed with amber parameters on 2025-12-16T10:52:46.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 16/12/2025.Final FastTest completed.The test passed on 16/12/2025.===QBC Summary End" Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Vrushabh P |
Based on the provided information, here’s the assessment of the engineer's visit:
### Date of Engineer Visit:
- **16/12/2025**
### Assessment:
- **Engineer Summary:**
- The engineer conducted various tests at the master NTE / SSFP and found that the connection was stable with slower than predicted speed. They performed necessary updates to the NTE and SSFP, indicating an upgrade was required.
- No issues were found with the modem/router or extension wiring.
- Connectivity was successfully established, and the final tests indicated that the line was okay.
### Classification:
- **Non-Chargeable Visit:**
- The visit appears to be non-chargeable because the engineer identified and resolved issues related to equipment upgrades rather than faults caused by the customer. No customer-caused damage or miscommunication is indicated, and the tests confirm that the fault was addressed.
### Next Steps:
- The customer is advised to retest the connection. If the fault persists, they should reopen the ticket and provide three access times and dates for further investigation.
### Conclusion:
The visit on **16/12/2025** is classified as **non-chargeable** based on the engineer's findings and the nature of the issues resolved. |
2025-12-17 06:45:14 |
No |
|
| 132 |
Hi Team, We have performed the diagnostics on the line and below are the latest details and next steps. Findings/ Test Performed:- The OR ref 3-1231365732484 Status is Closed and Completed. Actions Taken:- Fault is cleared Escalation Details:- NA KCI History : 16/12/2025 16:37:38 3N69 3300 Fault is Cleared and Closed N Communication Provider Domain - Issue Openreach Notes:- =QBC Summary Start===End customer advised engineer that Internet was not working.Engineer has identified the issue in CP or Customer domainwith CP config (Non - physical network),which was caused by CP authentication issues.Engineer contacted CPNo additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm.===QBC Summary End=== Conclusion:- Fault is cleared, so closing the ticket, please retest, if still issue persist then please reopen the ticket. Test Result(Service Test):- Pass Kind Regards, Abhay I |
Based on the provided engineer notes, here is the assessment:
- **Date and Time of Visit:** Not explicitly provided, but it appears the communication took place on **16/12/2025** at **16:37:38**.
- **Findings:** The engineer identified that the issue was related to the Communication Provider's configuration, which is classified as a non-physical network issue due to authentication problems with the CP (Communication Provider).
- **Actions Taken:** The fault was cleared, and the engineer communicated this to the customer. No additional advice was given, indicating that the issue was resolved on the provider's side.
- **Conclusion:** The ticket is closed with a recommendation to retest the service and reopen the ticket if issues persist.
### Classification:
- **Chargeable:** No
- **Non-Chargeable:** Yes, the fault was identified as being related to the Communication Provider and not caused by the customer.
- **Disputable:** No
### Summary:
The engineer's visit is **non-chargeable** as the fault was determined to be with the Communication Provider's configuration and not due to any actions by the customer. No further action is required unless the issue persists after retesting. |
2025-12-17 06:17:01 |
No |
|
| 131 |
Good Afternoon, Openreach Has resolved fault we have also checked NGA test is passing. Openreach reference 4-1229151575576 Engineer has worked on Primary Cross Connection Point Kindly check Engineer Notes, "=QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: xDSL test was not carried out.Tester found to be faulty.There was no REIN issue identified.\n\n Initial test results: PQT test performed at PCP / SCP.The test passed with resistance within permissible range, but failed due to other parameters.\n\n Actions to resolve: Fault located in E side / PCP.The fault was fixed by connecting to the correct D-side termination in PCPEngineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has provided / replaced NTE because upgradation of NTE is required.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Mr Barrington Green.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the NTE back plate.FED has been connected at the NTE back plate.The test passed with amber parameters on 2025-12-16T12:46:14.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 16/12/2025.Final FastTest completed.The test passed on 16/12/2025.===QBC Summary End=" Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Vrushabh P |
Based on the provided engineer's notes, here's the assessment of the visit:
### Engineer Visit Summary
- **Date of Visit:** December 16, 2025
- **Engineer Actions:**
- Fault located and resolved at the Primary Cross Connection Point (PCP).
- Upgraded the NTE and SSFP.
- No issues found with the customer's modem/router or extension wiring.
- Final tests indicated the line was OK.
### Classification of the Visit
- **Genuine Fault Found:** The engineer identified and resolved a fault at the PCP and confirmed working connectivity for the end customer. This indicates that the visit was non-chargeable.
### Result
- **Visit Classification:** Non-chargeable
- **Reference:** Openreach reference 4-1229151575576
- **Final Test Results:** Line was confirmed as OK after testing.
### Next Steps
- If the fault persists, please follow the instruction to reopen the ticket and provide three access times and dates for further investigation.
Please let me know if you need any further assistance! |
2025-12-17 06:12:26 |
No |
|
| 130 |
Good afternoon, Openreach Reference: 3-1231344857376 KCI history: Response Required - Fault Report Cleared Y RWT - Local Network OR latest Update / Engineer note (Also check HUD notes) : Actions Taken: • Contact customer:- Yes, End user didn't receive call, Hence Voice Mail is dropped. As per previous engineer visit passing the AI to OK location. 16/12/2025 10:39:56 DCOE Notes: TALKTALK COMMUNICATIONS LTD, please be informed that the fault has been cleared in the system, and a clear notification has been sent. However, if the user is still experiencing issues, please reject the clear so that we can conduct further investigation. 16/12/2025 10:36:53 Dispatch Comments: ActivityDesc:Repair complete, UpstreamSpeed:,DownstreamSpeed:,Tested:1,NotTestedReason:,DemoPerson:Mr. Owen Patrick Connors,DoorColor:,Questions:closureNotes:Owen Patrick Connors\r\nFaulty nte replaced for ends user\r\nCorrosion on pair at dp also repaired \r\nCustomer router causing resistance on line will also need replacing \r\nCustomers advised to request new router from customer service provider. Resistance still present due to existing router still in use\r\nSGEA90056864, GEA service test completed and no fault found. Download Speed: 79.9Mbit/s Upload Speed: 20.0Mbit/s LocationOfIntervention:Dp, pcp, end user , CableSize:Na, PairChangedFrom:Na, PairChangedTo:Na NGA Test: MainFaultLocation CE Sync Status In Sync We have clear rejected the fault EiVA Session Id: c2sa2-e59d85c0-82f5-48d3-8c33-ccf28cff8433 EiVA Conversation Id: 129996037 Eiva Chat Notes: "We value the time and patience you have taken to be online. Thank you. Upon reviewing the fault details, I discovered that fault is book for WM Ref : LN-LN4376737 andteam is working at background and as per your concern Book senior engineer I will add enginnerring notes please review on 17/12 Updates will follow once Openreach have dispatched an engineer and their notes are returned, we expect this update within 48 working hours. Kind regards, Alwyn M. |
Based on the provided information regarding the engineer visit for the Openreach reference 3-1231344857376, here is the analysis:
### Date and Time of Visit
- **Date of Visit:** 16/12/2025
- **Time of Visit:** 10:39:56
### Engineer's Notes Summary
- The engineer performed a repair, replacing a faulty NTE and addressing corrosion on the pair at the distribution point.
- The customer’s router was identified as causing resistance on the line, and it was advised that the customer request a new router from their service provider.
- A GEA service test was completed with no fault found, and the connection speeds were reported as normal.
- The fault was cleared in the system, but the customer was advised to reject the clear if they were still experiencing issues.
### Chargeable, Non-Chargeable, or Disputable?
- The visit appears **non-chargeable** because:
- The engineer identified a legitimate fault that was **not caused by the customer** (corrosion on the pair).
- The root cause of the ongoing issues was related to the customer's equipment (router), which typically does not incur charges for the engineer's visit.
### Further Actions
- Since the customer is experiencing ongoing issues due to their equipment, it is advisable for them to follow through with getting a new router from their service provider as suggested by the engineer.
- If the customer disputes the fault clearance or continues to experience issues, they should inform Openreach to investigate further.
### Conclusion
The visit by the engineer on **16/12/2025 at 10:39:56** is classified as **non-chargeable** based on the findings and recommendations provided. However, if further issues arise, the customer has the right to escalate for additional support. |
2025-12-17 06:04:28 |
No |
|
| 129 |
Good afternoon, Openreach Reference: 3-1231344857376 KCI history: Response Required - Fault Report Cleared Y RWT - Local Network OR latest Update / Engineer note (Also check HUD notes) : Actions Taken: • Contact customer:- Yes, End user didn't receive call, Hence Voice Mail is dropped. As per previous engineer visit passing the AI to OK location. 16/12/2025 10:39:56 DCOE Notes: TALKTALK COMMUNICATIONS LTD, please be informed that the fault has been cleared in the system, and a clear notification has been sent. However, if the user is still experiencing issues, please reject the clear so that we can conduct further investigation. 16/12/2025 10:36:53 Dispatch Comments: ActivityDesc:Repair complete, UpstreamSpeed:,DownstreamSpeed:,Tested:1,NotTestedReason:,DemoPerson:Mr. Owen Patrick Connors,DoorColor:,Questions:closureNotes:Owen Patrick Connors\r\nFaulty nte replaced for ends user\r\nCorrosion on pair at dp also repaired \r\nCustomer router causing resistance on line will also need replacing \r\nCustomers advised to request new router from customer service provider. Resistance still present due to existing router still in use\r\nSGEA90056864, GEA service test completed and no fault found. Download Speed: 79.9Mbit/s Upload Speed: 20.0Mbit/s LocationOfIntervention:Dp, pcp, end user , CableSize:Na, PairChangedFrom:Na, PairChangedTo:Na NGA Test: MainFaultLocation CE Sync Status In Sync We have clear rejected the fault EiVA Session Id: c2sa2-e59d85c0-82f5-48d3-8c33-ccf28cff8433 EiVA Conversation Id: 129996037 Eiva Chat Notes: "We value the time and patience you have taken to be online. Thank you. Upon reviewing the fault details, I discovered that fault is book for WM Ref : LN-LN4376737 andteam is working at background and as per your concern Book senior engineer I will add enginnerring notes please review on 17/12 Updates will follow once Openreach have dispatched an engineer and their notes are returned, we expect this update within 48 working hours. Kind regards, Alwyn M. |
|
2025-12-17 06:03:40 |
No |
|
| 128 |
Good afternoon, Findings:Fault is cleared on openreach Actions Taken:We ran test which is passing Openreach fault reference:4-1229084623799 KCI: 16/12/2025 09:44:42 3N69 3300 Fault is Cleared and Closed N Copper Overhead Network - Dropwire Distribution Block Terminal Notes:===QBC Summary Start===Customer Report: End customer informed us their broadband speed is not achieving predicted speed.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with slower than predicted speed on 16/12/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on .\n\n What was found: Openreach network fault.\n\n Actions to resolve: Fault identified in D-side between DP and NTE / NTP.Resolved by re-terminating drop wire at the DP.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Clive.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-12-16T08:40:09.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 16/12/2025.Final FastTest completed.The test passed on 16/12/2025.===QBC Summary End=== E-chat details:N/A Conclusion:Test is passing so we are closing this ticket. Test:pass Kindly regards, Shubham M |
Based on the provided engineer's notes and findings, the visit on 16/12/2025 at 09:44:42 is classified as follows:
**Date and Time of Engineer Visit:** 16/12/2025, 09:44:42
**Findings:**
- A fault was identified in the Openreach network, specifically in the D-side between the Distribution Point (DP) and the Network Termination Equipment (NTE).
- The engineer successfully re-terminated the drop wire at the DP, resolving the fault.
- The connection was confirmed to be stable and passing tests after the visit.
**Classification:**
- **Non-Chargeable Visit:** The fault was identified and resolved within the Openreach network, which is outside the customer's responsibility. The engineer's actions resulted in a successful resolution of the issue, confirming there were no customer-caused problems or errors.
This visit does not incur any charges to the customer, as the issue was due to external factors within the Openreach infrastructure. |
2025-12-17 05:53:03 |
No |
|
| 127 |
Hi, The recent engineering visit was completed at your customers premises. The engineer notes and findings are: 16/12/2025 10:27:00\n----------------------\nEngineer details Engineer name: Daniel,Woracker ----------------------\nRing ahead information Primary customer name:Mrs L bushin\nContact no:07721016096\nCall outcome:No answer (VM left if available)\nCall outcome to secondary contact no: Not able to ring ahead due to unusable contact details (missing / incorrect / faulty line) \n------------------------------- \n(No manually entered closure notes) ----------------------\nPoint Of Intervention notes Between this point...\n- Location: Cp5 span down \n- Work Point: CP5 \nAnd this point...\n- Location: Cp5 \n- Work Point: CP6 \nPlant details...\n- Plant affected: BT66 \n- Plant type: CAD \nMultiple Intervention?: N===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection. Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.XDSL test not carried out due to no sync.There was no REIN issue identified. Initial test results: PQT test performed at NTE back plate.The test passed with resistance within permissible range, but failed due to other parameters. Actions to resolve: Fault identified in D-side between DP and NTE / NTP.Resolved by renewing drop wire pole to pole.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring. Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Mrs L bushin.Customer's modem / router is plugged into the NTE master socket. Final test results: Final PQT to FED performed by connecting HHT at the NTE back plate.FED has been connected at the NTE back plate.The test passed on 16/12/2025. Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 16/12/2025.Final FastTest completed.The test passed on 16/12/2025.===QBC Summary End=== Any charges will be added to your invoice. Should you wish to dispute, please advise within 14 days from receiving a billing notification by raising a billing case on your Giacom Cloud Market Portal with the following information: Date of invoice Date of visit CLI number Amount Reason for dispute Please retest the connection and advise if you require any further assistance. Kind regards, Rosh |
Based on the engineer's notes from the visit on **16/12/2025 at 10:27:00**, the following conclusions can be drawn:
### Summary of Findings:
- **Customer Report**: The customer, Mrs. L Bushin, reported no broadband connection.
- **Initial Tests**: Initial xDSL tests were not carried out due to no sync. PQT test passed but failed due to other parameters.
- **Fault Identification**: A fault was identified in the D-side between DP and NTE/NTP, which was resolved by renewing the drop wire pole to pole.
- **Connectivity**: The engineer proved working connectivity to the end customer and completed the handover with Mrs. L Bushin.
- **Final Tests**: Final tests indicated that the line was OK, with all tests passing on **16/12/2025**.
### Chargeability Assessment:
- **Non-Chargeable Visit**: Since the engineer identified and resolved a fault that was not caused by the customer and successfully restored connectivity, this visit is categorized as **non-chargeable**. The fault was external to the customer’s premises and involved renewal of a drop wire, which is the operator's responsibility.
### Additional Notes:
- The engineer's notes mentioned that the customer’s modem/router was plugged into the NTE master socket and did not find any issues with the customer's equipment, indicating that the customer's setup was correct.
- There are no indications of customer-caused damage or wasted callouts in the engineer's findings.
### Conclusion:
The visit on **16/12/2025** is classified as **non-chargeable** to the customer. No further action is required unless the customer wishes to dispute any charges, in which case they must do so within 14 days as per the provided instructions.
If there are any questions or if further assistance is needed, please feel free to reach out. |
2025-12-17 05:44:23 |
No |
|
| 126 |
Hi Please find engineer notes below: "Exchange fault identified. Actions to resolve: Fault located in the exchange.A service effecting issue was identified on the Openreach MDF or jumpers.Renewed / reterminated faulty MDF jumper." Kind Regards Rob |
Based on the engineer's notes provided:
- **Faults Outside Customer’s Property**: The notes indicate that the fault was located in the exchange, which is outside the customer's property boundary.
- **Genuine Faults Found**: A service-affecting issue was identified, and actions were taken to resolve it by renewing or reterminating a faulty MDF jumper.
Given these points, the visit is classified as **non-chargeable**.
**Date and Time**: Unfortunately, the provided notes do not include a specific date and time for the engineer's visit, so that information cannot be included.
**Summary**: The visit is non-chargeable due to a genuine fault found outside the customer's property. |
2025-12-15 06:54:32 |
No |
|
| 125 |
Good Afternoon, Following the recent visit by CF, please see the resolution notes: "Re made field fit. Field fit had snapped within connector. Speed test completed. Light within specifications at Ont." Thanks, Abhay I PXC |
Based on the resolution notes provided, here is the classification of the engineer's visit:
**Date of Visit:** (Not specified in the notes; please provide for better understanding)
**Engineer:** CF
**Resolution Notes Summary:**
- "Re made field fit. Field fit had snapped within connector."
- "Speed test completed. Light within specifications at Ont."
**Classification:**
- **Non-Chargeable Visit:** The notes indicate that the engineer identified a fault with the field fit that was not caused by the customer. The issue seems to be related to the equipment itself rather than any action taken by the customer.
Since the fault was addressed and the speed test results were satisfactory, this visit does not appear to incur charges to the customer.
If you have a specific date for the visit, please provide it for a more complete overview. |
2025-12-15 06:48:40 |
No |
|
| 124 |
Good afternoon, We have performed the diagnostics on the line and below are the updates on the action taken and next steps. Steps/ diagnostics done: The Openreach Ref- 4-1229091479602 is in Open Cleared status. Next Action: Openreach have now resolved the fault, so closing back the ticket for retest. Please retest with the customer. Sync IP address from supportal : Subscriber has been successfully issued an IP of 78.150.62.109 KCI History: 12/12/2025 08:42:23 1B81 4150 Response Required - Fault Report Cleared Y Copper Overhead Network - Customer Fixing to NTE NGA Test: TestDescription GEA service test completed and no fault found . MainFaultLocation OK Sync Status In Sync Radius: Access-Accept Please find the OR notes below: "12/12/2025 08:42:00 , Dispatch Comments:TRC Questions: Eng Mobile:,Eng UIN:, ActivityDesc:Repair complete, UpstreamSpeed:10,DownstreamSpeed:40,Tested:1,NotTestedReason:,DemoPerson:Mr. ,DoorColor:,Questions:closureNotes:Damp and corroded at back of nte, cut back pair and replaced nte HR fault cleared and speeds are now max attainable. Pass on pqt and myservices\r\n\r\nOGEA74000601, GEA service test completed and no fault found. Download Speed: 40.0Mbit/s Upload Speed: 10.0Mbit/s LocationOfIntervention:Nte, CableSize: , PairChangedFrom: , PairChangedTo:" Kind Regards, Iftekhar S Thanks IS - Supervisor |
Based on the provided information, here’s the assessment of the engineer's visit:
**Date and Time of Visit:** 12/12/2025 at 08:42
**Summary of Findings:**
- The engineer confirmed that the fault was resolved and mentioned that the issue was related to damp and corrosion at the back of the NTE (Network Termination Equipment). The NTE was replaced, and the fault was cleared.
- The GEA service test was completed with no fault found, and the sync status is in sync.
- The customer's service speeds were restored to a maximum attainable level.
**Classification of the Visit:**
- **Non-Chargeable Visit:** The fault was resolved by Openreach, and the issue was not caused by the customer. The notes indicate that the engineer found a genuine fault (damp and corrosion) that was addressed during the visit.
There are no indications of customer-caused damage, wasted callouts, or missed appointments in this case. Therefore, the visit is classified as non-chargeable to the customer.
**Action Items:**
- Inform the customer that the issue has been resolved and that their service is functioning correctly.
- There is no need for further investigation as the fault was identified and fixed by the engineer.
If there are any further questions or concerns from the customer, they can be addressed accordingly. |
2025-12-15 06:36:46 |
No |
|
| 123 |
Hi Team, We have performed the diagnostics on the line and below are the latest details and next steps. Findings/ Test Performed:- The OR ref 4-1229117779357 Status is Open and Cleared. Actions Taken:- Fault is cleared Escalation Details:- NA KCI History : 12/12/2025 16:17:33 1B81 4150 Response Required - Fault Report Cleared Y Primary Cross Connection Point Openreach Notes:- 12/12/2025 16:17:09 , Dispatch Comments:TRC Questions: Eng Mobile:,Eng UIN:, ActivityDesc:Repair complete, UpstreamSpeed:,DownstreamSpeed:,Tested:1,NotTestedReason:,DemoPerson:Mr. X,DoorColor:,Questions:closureNotes:SGEA95346978, Potential Bridge Tap issue in customer wiring detected on GEA Service. Please disconnect EU wiring and re-test. Download Speed: 80.0Mbit/s Upload Speed: 20.0Mbit/s LocationOfIntervention:Pcp, CableSize:0, PairChangedFrom:0, PairChangedTo:0 Conclusion:- Fault is cleared, so closing the ticket, please retest, if still issue persist then please reopen the ticket. Test Result(Service Test):- Pass Kind Regards, Abhay I |
Based on the provided notes, here is the classification of the engineer's visit:
**Date of Visit:** 12/12/2025
**Time of Visit:** 16:17:09
### Findings:
- The fault was cleared as per the engineer's notes.
- A potential bridge tap issue in customer wiring was detected, suggesting that there may be an issue with the customer's internal wiring that needs addressing.
### Conclusion:
- The fault has been marked as cleared, and the engineer has recommended that the customer disconnect their internal wiring and retest the service. If issues persist, the ticket can be reopened.
### Classification:
- **Disputable Scenario**: There is a mention of a potential issue with the customer's wiring, which requires further investigation. The customer may be responsible for the wiring issue, which could lead to additional charges if it is deemed customer-caused damage or misdiagnosis. The situation requires further clarification and potentially escalation for review.
### Next Steps:
- Gather additional information regarding the customer's internal wiring and confirm if they have followed the engineer's recommendation to disconnect and retest.
- If the customer disputes any charges, request supporting evidence and escalate if there are conflicting reports.
**Note:** While the fault is currently marked as cleared, the potential issue identified indicates that this case should be treated as disputable until further investigations are conducted. |
2025-12-13 06:53:40 |
No |
|
| 122 |
Good evening, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes: Openreach Reference: 4-1229094375473 Open Cleared KCI history: 11/12/2025 16:01:29 1B81 4150 Response Required - Fault Report Cleared Y In Length Area Cable (Underground) OR latest Update / Engineer note (Also check HUD notes) : ===QBC Summary Start===Customer Report: End customer informed of connection issue.\n\n Actions to resolve: Engineer has resolved the fault located at the D-side including aerial cables / lead-in / block terminal.There was a fault outside the end customer's curtilage caused by general wear and tear.The fault was fixed by renewing cable length.No additional work was carried out on the end customer's wiring / VRI / equipment beyond the NTE at their request and within TRC banding.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-12-11T15:04:34.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 11/12/2025.The test passed on 11/12/2025.===QBC Summary End=== Test details: NGA Service test is passed Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, Shubhangi N. |
Based on the details provided from the Openreach engineer notes, the following conclusions can be drawn:
**Date and Time of Engineer Visit:**
- The engineer visit occurred on **11/12/2025**.
**Scenario Classification:**
- **Fault Location:** The fault was located "outside the end customer's curtilage" and was caused by "general wear and tear."
- **Actions Taken:** The engineer resolved the fault by renewing the cable length and did not perform any work on the end customer's wiring or equipment beyond the NTE at their request.
- **Final Test Results:** The line was confirmed to be okay after testing.
### Conclusion:
This visit is classified as **Non-Chargeable** because:
- The fault was identified outside the customer's property boundary and was not caused by the customer.
- The engineer successfully resolved the issue without any need for work on the customer's internal equipment.
No further action is required regarding charges for this visit. If the customer continues to experience issues, they can retest and provide additional access times for further investigation if necessary. |
2025-12-13 06:48:54 |
No |
|
| 121 |
Good Afternoon, Openreach Has resolved fault we have also checked NGA test is passing. Openreach reference 4-1229094374846 Engineer has worked on Fibre Cabinet Fibre cabinet including Port Swap Kindly check Engineer Notes, "==QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.XDSL test not carried out due to no sync.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on .\n\n Actions to resolve: Engineer has resolved the fault located at the DSLAM / G.fast unit.The fault was fixed by performing lift and shift.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer Customer.Engineer has completed the handover with Customer.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the NTE back plate.FED has been connected at the NTE back plate.The test passed on 2025-12-12T09:23:16.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 12/12/2025.Final FastTest completed.The test passed on 12/12/2025.===QBC Summary End=" Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Vrushabh P |
Based on the provided engineer's notes and summary, the visit appears to fall under the following categories:
1. **Non-Chargeable Visit**:
- The engineer identified and resolved a fault located at the DSLAM / G.fast unit, which is outside the customer's property. The engineer performed necessary tests at the customer's NTE (Network Termination Equipment) and confirmed that there were no issues with the customer's internal wiring, modem, or router.
- The engineer provided a final test result indicating that connectivity was restored and the line was confirmed as OK.
2. **Further Recommendations**:
- The message suggests retesting the connection. If the fault persists after the engineer's resolution, the customer is encouraged to reopen the ticket and provide additional access times and dates for further investigation.
**Date and Time of Visit**:
- The engineer's final test results indicate that the work was completed and confirmed on **December 12, 2025**.
**Conclusion**: Since the fault was resolved by the engineer and confirmed to be outside the customer's responsibility, this visit is classified as **non-chargeable**. If issues arise again, further investigation will be necessary. |
2025-12-13 06:43:00 |
No |
|
| 120 |
Good Evening, We have performed the diagnostics on the line and below are the latest details Openreach Ref -4-1229108881967 INC000101034774 OGEAA2478322 Generic Ethernet Access - FTTP Open Cleared KCI :12/12/2025 15:47:53 1B81 4150 Response Required - Fault Report Cleared Y Fibre Optical Network Termination (ONT) Point We have performed the diagnostics on the line and below are the updates on the action taken and next steps. Steps / diagnostics done: Service Test Next Action : The fault has been cleared please retest and re-open the ticket if the issue still persists providing a site contact name/number, site access times and confirmation that TRCs are accepted in order for us to progress with an SFI engineer task Openreach Engineer Notes: ==QBC Summary Start===End customer advised engineer that Internet was not working.Engineer has identified the issue at the ONTwith its entire ONT unit,which was missing.Engineer replaced and registered the ONT & PSU.No additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm.===QBC Summary End=== Test result (Service Test) : Pass Conclusion : Fault has been resolved Kind Regards, Sejal G. |
Based on the provided details, here is the classification of the engineer's visit:
**Date and Time of Visit:** 12/12/2025 at 15:47:53
**Engineer Notes Summary:**
- The customer reported that the Internet was not working.
- The engineer identified an issue with the ONT, noting that the entire ONT unit was missing.
- The engineer replaced and registered the ONT and PSU.
- Final light level reading was taken and measured at 1490mm, which is better than or equal to -27dBm.
- The service test concluded with a pass, indicating the fault has been resolved.
### Classification:
**Chargeable Visit:**
- The visit is chargeable due to the fact that the end customer had a missing ONT unit, which indicates that the customer may have caused the issue (i.e., they were responsible for the absence of the ONT).
### Conclusion:
The customer will be charged for this engineer visit as it involved the replacement of equipment that was missing and not due to a fault in the service or external issues. |
2025-12-13 06:31:41 |
No |
|
| 119 |
"provved to wrong olt oopsies" |
Based on the provided phrase "provved to wrong olt oopsies," it seems to suggest that there was an error in the booking or provision of service related to the wrong equipment or issue.
This scenario could fall under the **Chargeable Scenarios** category, specifically under "Incorrect Engineer Booking," as it implies that the engineer was called out for an incorrect fault type or a non-relevant issue due to customer error.
To summarize:
- **Chargeable Visit**: Yes, due to an incorrect engineer booking.
- **Date/Time**: Not provided in the notes, so unable to include this information.
If more context or a specific date and time were available, it would help to further clarify the situation. |
2025-12-13 06:21:35 |
No |
|
| 118 |
12/12/2025 14:26:00 Notes:\nInCompleteReason:Line measures 22 meters from backplate but can not access DP, rang HUB. No UG was physically outside property as hub said,, Dispatch Comments:Line measures 22 meters from backplate but can not access DP, rang HUB. No UG was physically outside property as hub said Is Openreach coach aware and have they raised appropriate activities True Incomplete Slip: JRCOLD1211, JUFS location given and can see them on streetview, DP Location given, TRC Questions: No access to BT plant located off EU property, UpstreamSpeed:,DownstreamSpeed:,Tested:1,NotTestedReason:,DemoPerson:Miss. Nasstar Nasstar,DoorColor:,Questions:closureNotes:Line measures 22 meters from backplate but can not access DP, rang HUB. No UG was physically outside proper |
Based on the provided notes from the engineer's visit on **12/12/2025 at 14:26**, the following analysis can be made:
1. **Key Points from the Notes**:
- The engineer measured the line as being 22 meters from the backplate but could not access the DP (Distribution Point).
- The engineer contacted the HUB for assistance.
- It was confirmed that there were no underground issues physically outside the customer's property.
- Access to BT plant was not available as it is located off the customer's property.
2. **Classification of the Visit**:
- **Chargeable**: There are no indicators of customer-caused damage or error, missed appointments, or incorrect bookings.
- **Non-Chargeable**: The fault lies outside the customer's property boundary as the engineer confirmed that there are no underground issues and the access to BT plant is off the customer's property. This suggests that the fault is not the customer's responsibility.
- **Disputable**: There are no indications of conflicting reports or external factors that would require further investigation.
Given this analysis, the visit is classified as **Non-Chargeable** because the issue lies outside the customer's property boundary.
**Summary**:
- **Visit Date/Time**: 12/12/2025 at 14:26
- **Classification**: Non-Chargeable |
2025-12-13 06:19:19 |
No |
|
| 117 |
Good afternoon, Openreach Reference: 4-1229061337702 INC000101033744 SGEA95319620 SOGEA Closed Completed KCI history: Fault is Cleared and Closed N Primary Cross Connection Point OR latest Update / Engineer note (Also check HUD notes) : ===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: xDSL test was not carried out.Tester found to be faulty.There was no REIN issue identified.\n\n Initial test results: PQT test not carried out.There was no line / dial tone.FastTest performed.The test passed on 11/12/2025.\n\n Actions to resolve: Fault located in E side / PCP.Resolved issue in PCP.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer Rudorwashe Chitongo.Engineer has completed the handover with Rudorwashe Chitongo.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-12-11T09:48:14.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 11/12/2025.Final FastTest completed.The test passed on 11/12/2025.===QBC Summary End=== NGA Test: In sync Please retest and if the fault still persists, please reopen the ticket. Kind regards, Alwyn M. |
Based on the provided engineer's notes and information regarding the visit, here is the analysis:
**Date & Time of Visit:** The engineer's final tests were completed on **11/12/2025**.
### Analysis of the Visit:
1. **No Fault Found**:
- The engineer's notes indicate that the initial xDSL test was not carried out due to a faulty tester, and there was no REIN issue identified. The final tests indicated that the line was okay.
- However, the notes also state that the fault was located and resolved in the PCP (Primary Cross Connection Point), and the engineer proved working connectivity to the customer.
2. **Genuine Faults Found**:
- The engineer resolved an issue at the PCP, indicating that there was a legitimate fault that was not caused by the customer. Therefore, this visit does not fall into the "Chargeable" category.
3. **Disputable Aspects**:
- The mention of the initial tests not being performed due to equipment malfunction (faulty tester) and no REIN issue found suggests there could be some disputable elements regarding the initial diagnostics. However, since a fault was identified and resolved, this does not lead to a chargeable scenario.
### Conclusion:
- **Chargeable Status**: **Non-Chargeable**
- The visit resolved an issue that was not caused by the customer, and working connectivity was established.
### Additional Notes:
- Since the initial xDSL test was not performed due to a faulty tester, it is essential to ensure that any future visits have the proper equipment available to avoid similar situations.
- If the customer continues to experience issues, they are advised to retest, and if the fault persists, they should reopen the ticket.
If you need further assistance or clarification, feel free to ask! |
2025-12-12 07:30:20 |
No |
|
| 116 |
Good afternoon, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes: Openreach Reference: 4-1229041411906 Closed Completed KCI history: 11/12/2025 13:39:19 3N69 3300 Fault is Cleared and Closed N Primary Cross Connection Point OR latest Update / Engineer note (Also check HUD notes) :===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: xDSL test was not carried out.Tester found to be faulty.There was no REIN issue identified.\n\n Initial test results: PQT test not carried out.There was no line / dial tone.FastTest performed.The test passed on 11/12/2025.\n\n What was found: Openreach network fault.\n\n Actions to resolve: Fault located in E side / PCP.The fault was fixed by connecting to the correct D-side termination in PCPEngineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has provided / replaced NTE because upgradation of NTE is required.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-12-11T11:10:43.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 11/12/2025.Final FastTest completed.The test passed on 11/12/2025.===QBC Summary End=== Test details: NGA service test is passed Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, Shubhangi N. |
Based on the provided engineer notes and details, here is the classification of the visit:
**Date of Engineer Visit:** 11/12/2025
**Time of Engineer Visit:** 13:39:19
### Summary of Findings:
- The customer reported a lack of broadband connection.
- The engineer found an Openreach network fault which was fixed by connecting to the correct D-side termination in the PCP (Primary Cross Connection Point).
- The engineer replaced the NTE (Network Termination Equipment) and SSFP (Secondary Single Port Filter) due to required upgrades.
- All tests (FastTest and xDSL test) passed, confirming that the fault was resolved and connectivity was restored.
- No issues were found with the customer's modem/router or extension wiring.
### Classification:
**Non-Chargeable Visit**
The visit is classified as non-chargeable because the engineer identified a fault within the Openreach network (outside of the customer's property) which was resolved during the visit. The actions taken were necessary to fix the network fault and restore service to the customer.
### Additional Notes:
- The customer is advised to retest the service. If any issues persist, they should reopen the ticket with three access times and dates for further assistance.
- The situation does not indicate any customer-caused damage or error that would lead to a chargeable visit.
If further clarification or investigation is needed based on future issues, the guidelines can be revisited. |
2025-12-12 07:22:57 |
No |
|
| 115 |
Good evening, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes. Openreach Reference: 4-1228950373004 INC000101031231 SGEA68856833 SOGEA Open Cleared KCI history: 08/12/2025 13:33:41 1B81 4150 Response Required - Fault Report Cleared Y Primary Cross Connection Point Engineer note: Fault: No Sync \nPOI: NTE\nWork carried out: TDR shows no fault/diss and going to cab, used multimeter to test line and all test passed, toned to cab, no Jumpers on fiber e, shorted copper d, rejumpered cab to correct fiber e, and test passed, explained to customer, customer satisfied \nAccess required: Yes \nHoist required: No\nTest and demonstrated to: Ikenna\nLine test result:\nSGEA68856833, GEA service test completed and no fault found. Download Speed: 40.0Mbit/s Upload Speed: 9.5Mbit/sWriteback line test: GEA service test completed and no fault found. Test details: Pass Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, Rahiman P. |
Based on the details provided in the Openreach engineer's notes, the classification is as follows:
### Engineer Visit Details:
- **Openreach Reference:** 4-1228950373004
- **Incident Number:** INC000101031231
- **Service Type:** SOGEA
- **Date of Visit:** 08/12/2025
- **Time of Visit:** 13:33:41
### Engineer Notes Summary:
- **Fault Report:** No Sync
- **Work Carried Out:**
- TDR shows no fault/diss and going to cabinet.
- Multimeter testing passed.
- Toned to cabinet.
- No jumpers on fiber e, shorted copper d.
- Rejumpered cabinet to correct fiber e, and test passed.
- **Customer Interaction:** Explained to customer and customer was satisfied.
- **Line Test Results:**
- GEA service test completed with no fault found.
- Download Speed: 40.0 Mbit/s
- Upload Speed: 9.5 Mbit/s
### Classification:
- **Disputable Visit:** The engineer noted "No Fault Found," indicating that while tests showed no issues, further investigation may be required if the customer still experiences problems. The customer is advised to retest and reopen the ticket if the issue persists.
### Action Required:
- If the customer disputes the findings or continues to experience issues, they should provide three access times and dates for a follow-up visit.
### Conclusion:
This visit is classified as **disputable** due to the "No Fault Found" status in the engineer's notes and the recommendation for retesting. Further investigation may be necessary based on customer feedback. |
2025-12-09 06:59:04 |
No |
|
| 114 |
Good afternoon, I hope you are doing well! Please find the below attached latest update from an Openreach Openreach reference- 4-1228941645606 15648743 OGEAA1606662 Generic Ethernet Access Open In Progress KCI history: 08/12/2025 04:07:17 3N81 6016 Engineer Issued. Fault is now beyond PONR. Any further amendments/cancellation may incur charges. N Associated fault`s notes 07/12/2025 11:28:22 Job LS-LS4320252 will be allocated the new pin EMZ|AF13 as part of task retention to 3rd Party Contra|ctors Job LS-LS4320252 will be allocated the new p|in EMZAF13 as part of task retention to 3rd Party |Contractors|Task LZ-LS4320252 manually assigned to Tech EMZAF1|3 by Control Tech NUQAG02 E-Chat: What I have done- I can see the job is in issued status and the engineer will be working on this fault to resolve the issue and to complete the work today, hence further updates will be available on end of the day. So, I would suggest you kindly review back on tracker 09/12/25 for further update. When to review Tracker :- Please review HUD on 09/12/25 for further updates. If no update is available on HUD on this date, please initiate an echat with the Customer Service Management Team and we will be happy to help you. Once we get an update from an engineer, we`ll update the ticket accordingly. Thank you for your patience, and please accept our apologies for any inconvenience caused to your business. Regards, Suraj B |
Based on the information provided regarding the Openreach reference 4-1228941645606, it appears that the fault is currently being worked on by the engineer and is noted as "Open In Progress." There are no indications of any customer-caused damage, wasted callouts, incorrect bookings, or missed appointments mentioned in the notes.
As the job is being addressed and the fault seems to be beyond the customer's property boundary (it is not specified that the fault is on the customer's premises), this visit is likely **non-chargeable** at this stage.
However, since the job is still open and pending updates, it's crucial to monitor the situation closely, especially after the suggested review date of 09/12/2025. If any further issues arise or if the engineer notes "No Fault Found" after their investigation, this could transition to a disputable scenario.
**Summary:**
- **Status:** Non-chargeable (as of now)
- **Next Review Date:** 09/12/2025 for further updates
Please let me know if you need any further assistance or clarification! |
2025-12-09 06:08:05 |
No |
|
| 113 |
Good Evening, We have performed the diagnostics on the line and below are the latest details Openreach Ref - 4-1228973821183 INC000101031644 OGEAA3978675 Generic Ethernet Access - FTTP Open Cleared KCI :08/12/2025 16:58:44 1B81 4150 Response Required - Fault Report Cleared Y Splitter We have performed the diagnostics on the line and below are the updates on the action taken and next steps. Steps / diagnostics done: Service Test Next Action : The fault has been cleared please retest and re-open the ticket if the issue still persists providing a site contact name/number, site access times and confirmation that TRCs are accepted in order for us to progress with an SFI engineer task Openreach Engineer Notes: ==QBC Summary Start===End customer advised engineer that Internet was not working.Engineer has identified the issue at the Splitterwith its fibre/splice,which was caused by broken fibre.Engineer re-spliced the fibre.No additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm.===QBC Summary End== Test result (Service Test) : Pass Conclusion : Fault has been resolved Kind Regards, Sejal G. |
Based on the provided information, here is the assessment of the engineer's visit:
### Engineer Visit Details
- **Openreach Reference:** 4-1228973821183
- **Incident Number:** INC000101031644
- **Service Type:** Generic Ethernet Access - FTTP
- **Date and Time of Visit:** 08/12/2025, 16:58:44
- **Engineer Notes Summary:**
- Customer reported internet issues.
- Engineer identified a fault at the splitter due to broken fibre.
- Engineer re-spliced the fibre to resolve the issue.
- Final light level reading was acceptable.
### Chargeability Assessment
- **Fault Identification:** The engineer identified a legitimate fault (broken fibre at the splitter) caused by an external issue rather than customer action.
- **Resolution:** The fault was successfully resolved by the engineer.
### Conclusion
- **Visit Type:** **Non-Chargeable**
- **Reason:** The fault was identified and resolved by the engineer without any indication of customer-caused damage or error.
If there are any further concerns or issues, the customer can retest and reopen the ticket as advised. |
2025-12-09 06:01:33 |
No |
|
| 112 |
Hi Please find engineer notes below: " ------------------------------- \n(No manually entered closure notes) Duration of work beyond NTE\n0000 Duration of work up to NTE\n0000 Time work started\n04/12/2025 11:46 Name of the person to whom you tested and demonstrated at the premises.\nEU Did you get assistance from another engineer ?\nNo Reason end customer gave for leaving faulty wiring / equipment connected ?\nEnd customer plans to make own repair arrangements What wiring / equipment (phone, fax etc.) was faulty ?\nEnd customer’s equipment beyond NTE Please confirm the name of the person who requested the owned wiring / equipment not to be disconnected ?\nEU===QBC Summary Start===Customer Report: End customer informed of that the service never worked. Actions to resolve: Engineer has resolved the fault at the end customer’s equipment.There was a fault within the end customer’s wiring / equipment but was not fixed as the end customer declined the completion of the repair.End customer declined repair as they preferred to fix it themselves.===QBC Summary End===" |
Based on the engineer's notes provided, here is the assessment:
1. **Date and Time of Visit:** 04/12/2025 at 11:46
2. **Summary of Findings:**
- The engineer identified a fault within the end customer’s wiring/equipment.
- The end customer declined the repair, expressing a desire to make their own repair arrangements.
3. **Classification:**
- The visit does not fall under chargeable scenarios as the fault was identified at the end customer's equipment and was not due to customer-caused damage or a wasted callout.
- It cannot be classified as non-chargeable either, as the fault was found but not repaired due to the customer's decision.
- This situation is disputable since the engineer found a fault but the customer chose not to have it fixed.
4. **Action Required:**
- Further investigation may be needed to clarify the situation. The customer's choice to handle the repair themselves could lead to questions about responsibility for the fault.
- It's essential to gather more context from the customer regarding their decision to not proceed with the repair.
**Conclusion:** This visit is classified as disputable due to the customer's refusal of repair despite a fault being found. Further investigation or clarification from the customer is necessary. |
2025-12-08 09:52:57 |
No |
|
| 111 |
Good evening, We have performed the diagnostics on the line and below are the latest details OR ref : 4-1228890231486 INC000101030104 SGEA82268639 SOGEA Closed Completed EndKCI HISTORY:05/12/2025 15:42:21 3N69 3300 Fault is Cleared and Closed N Primary Cross Connection Point Engineer note :==QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: xDSL test was not carried out.Tester found to be faulty.There was no REIN issue identified.\n\n Initial test results: PQT test not carried out.There was no line / dial tone.FastTest performed.The test passed on 05/12/2025.\n\n Actions to resolve: Fault located in E side / PCP.The fault was fixed by providing new jumper in PCP due to missing jumper\n\n Actions to resolve: D-side pair rerouted.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has provided / replaced NTE because upgradation of NTE is required.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Mohamad.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the NTE back plate.FED has been connected at the NTE back plate.The test passed on 2025-12-05T12:55:28.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 05/12/2025.Final FastTest completed.The test passed on 05/12/2025.===QBC Summary End= NGA test is passing with no fault conditions Please retest and if the fault still persists, please reopen the ticket. Regards, Sejal G. |
Based on the information provided in the engineer's notes, here is the classification of the visit:
**Date and Time of Engineer Visit:** 05/12/2025, completed by 15:42:21
### Determination:
**Non-Chargeable Visit**
**Reasoning:**
1. **Genuine Fault Found:** The engineer identified a fault in the Primary Cross Connection Point (PCP) related to a missing jumper, which was fixed during the visit. The issue was not caused by customer equipment or setup.
2. **Final Tests Passed:** The final tests conducted confirmed that the line was functioning correctly, indicating that the engineer resolved the reported issue.
3. **No Customer-Caused Damage or Error:** There is no indication that the customer caused any damage or that the visit was the result of customer error.
### Summary:
The engineer's visit to address the broadband connection issue was necessary due to an external fault, which was resolved successfully. Therefore, the visit is classified as non-chargeable to the customer. |
2025-12-08 06:48:19 |
No |
|
| 110 |
Good evening, We have performed the diagnostics on the line and below are the updates on the action taken and next steps. Steps/ diagnostics done: The Openreach Ref- 4-1228945568799 is in Open Cleared status. Next Action: Openreach have now resolved the fault, so closing back the ticket for retest. Please retest with the customer. Sync IP address from supportal : Subscriber has been successfully issued an IP of 80.40.182.10 KCI History: 05/12/2025 18:11:01 3N69 3300 Fault is Cleared and Closed N RWT - By Fault Distribution Officer NGA Test: TestDescription GEA service test completed and no fault found . MainFaultLocation OK Sync Status In Sync Radius: Access-Accept Please find the OR notes below: "05/12/2025 18:10:55 *Contact Engine appointed repair- FIXED* Customer was contacted by direct end customer contact ahead of their appointment and the end customer has responded their issue is fixed and their service is now working. Customer`s response- Fixed. Conversation history can be viewed in the conversation history tab on HUD." Kind Regards, Iftekhar S Thanks IS - Supervisor |
Based on the provided details, here is the assessment of the engineer's visit:
### Date and Time of Visit
- **Date:** 05/12/2025
- **Time:** 18:10:55
### Summary of Actions Taken
- The fault was identified and resolved by Openreach.
- The customer confirmed that their service is now working and the issue is fixed.
### Engineer's Notes
- The engineer noted that the customer was contacted and confirmed the issue was resolved.
- The GEA service test was completed with no fault found.
- The fault status is marked as "Cleared and Closed."
### Decision
- **Chargeable/Non-Chargeable/Disputable:** **Non-Chargeable**
### Reasoning
- The fault was resolved by Openreach, and there is confirmation from the customer that their service is now functioning properly.
- The engineer's notes indicate no fault was found during the diagnostics, and the customer did not cause any issues that would make the visit chargeable.
If you have any further questions or need additional information, feel free to ask! |
2025-12-08 06:41:21 |
No |
|
| 109 |
Steps/ diagnostics done: Checked 4-1228942484689 Engineer has worked and fault has been closed Next Action: run test Escalation Details: NA Openreach Engineer Notes: Exchange Main Distribution Frame - Jumpers or Terminations, QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial test results: PQT test not carried out.There was no line / dial tone.FastTest performed.The test passed on 06/12/2025 08:17:35.\n\n What was found: Exchange fault identified.\n\n Actions to resolve: Fault located in the exchange.A service effecting issue was identified on the Openreach MDF or jumpers.Renewed / reterminated faulty MDF jumper.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed with amber parameters on 2025-12-06T09:49:15.Final FastTest completed.The test passed on 06/12/2025 10:34:00.===QBC Summary End=== Test result : Pass Conclusion: closing the ticket as services are working, please retest with the customer if issue persists can reopen the ticket with 3X access times to proceed us further if required. |
**Visit Details:**
- **Date:** 06/12/2025
- **Time:** The engineer performed tests starting at 08:17:35 and completed final tests by 10:34:00.
**Engineer’s Notes Summary:**
- **Customer Report:** The end customer reported no broadband connection.
- **Initial Test Results:** PQT test not carried out; no line/dial tone detected. FastTest performed and passed.
- **Findings:** An exchange fault was identified.
- **Actions Taken:** The fault was located in the exchange, specifically on the Openreach MDF or jumpers. The engineer renewed/reterminated a faulty MDF jumper.
- **Final Test Results:** Final PQT performed at the NTE back plate with passed results, and final FastTest also passed.
**Conclusion:**
- The visit was non-chargeable as the fault was identified and resolved outside the customer's property (i.e., at the exchange). The issue was determined to be an exchange fault, not caused by the customer.
**Classification:** Non-chargeable visit. |
2025-12-08 06:30:56 |
No |
|
| 108 |
Engineer note: Actions to resolve: Fault located in E side / PCP.Resolved issue in PCP.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Andrew Stevenson.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 03/12/2025.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 03/12/2025.Final FastTest completed.The test passed on 03/12/2025.===QBC Summary End=== |
Based on the engineer's notes provided, the visit falls into the **Non-Chargeable Visits** category. Here are the details supporting this classification:
1. **Faults Outside Customer’s Property**: The engineer identified that the fault was located at the PCP (Primary Connection Point), which is outside the customer’s property boundary.
2. **Genuine Faults Found**: The engineer successfully resolved the issue in the PCP and confirmed that the line was OK, indicating that there was a genuine fault that was not caused by the customer.
3. **No Customer-Caused Damage**: There is no mention of any customer-caused damage to the equipment or any issues that were due to customer error.
4. **Final Test Results**: The final test results indicated that the connectivity to the end customer was established successfully, with tests passing on 03/12/2025.
**Date of Visit**: The engineer's visit and tests were conducted on **03/12/2025**.
Thus, the visit is classified as **non-chargeable** to the customer. |
2025-12-07 07:51:49 |
No |
|
| 107 |
Engineer note: Actions to resolve: Fault located in E side / PCP.Resolved issue in PCP.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Andrew Stevenson.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 03/12/2025.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 03/12/2025.Final FastTest completed.The test passed on 03/12/2025.===QBC Summary End=== |
Based on the engineer's notes provided, here's the assessment of the engineer's visit:
**Date of Visit:** 03/12/2025
**Time Slot:** Not specified
### Evaluation:
1. **Fault Location and Resolution:**
- The fault was located at the E side / PCP (primary connection point), and the issue was resolved there.
- The engineer confirmed that there were no issues with star wiring, bridge taps, modem/router, or extension wiring.
2. **Connectivity:**
- The engineer has proven a working connectivity to the end customer and completed the handover with Andrew Stevenson.
3. **Final Tests:**
- Various tests (Final PQT, xDSL) were performed, and all tests indicated that the line was OK.
### Conclusion:
- Since the fault was identified and resolved outside the customer's property at the PCP and no issues were found within the customer's equipment, this visit is classified as **Non-Chargeable**.
The customer should not be charged for this visit as the fault was external and not caused by any customer actions. |
2025-12-07 07:26:03 |
No |
|
| 106 |
Hi, The recent engineering visit was completed at your customers premises. The engineer notes and findings are: Clear description: SFI Line tested ok by BT engineer at customer premises;RWT at Customer Premises;NA. Please retest this service. Customer Report: End customer informed us there is no broadband connection. Initial test results: PQT test performed at NTE back plate.The test passed on 03/12/2025. What was found: Other Openreach network fault. Actions to resolve: Fault located in the wiring up to NTE.Openreach wiring affected.This was shown by visible signs of damp / corrosion within NTE / BT / LJU / front plate.There is a T or older logo stamped on it.Engineer replaced. Customer network : EC equipment configuration settings changed. Maintenance work: NTE not faulty but changed NTE to latest version of NTE to enable isolation of internal wiring. Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-12-03T09:20:56.Final FastTest completed.The test passed on 03/12/2025 09:20:25. Any charges will be added to your invoice. Should you wish to dispute, please advise within 14 days from receiving a billing notification by raising a billing case on the Giacom Portal with the following information: Date of invoice Date of visit CLI number Amount Reason for dispute Please retest the connection and advise if you require any further assistance. Kind regards, Mark L |
Based on the engineer's notes and findings from the recent visit, here’s the classification of the visit:
**Date of Visit:** 03/12/2025
**Engineer Notes Summary:**
- Line tested okay at the customer premises.
- Customer reported no broadband connection.
- Fault located in the wiring up to NTE due to visible signs of damp/corrosion.
- NTE was not faulty but replaced with a newer version to enable isolation of internal wiring.
- Final tests performed at the NTE back plate passed.
### Classification:
**Non-Chargeable Visit**
### Reason:
- The fault was identified as being an Openreach network fault, which is outside the customer's responsibility.
- The visible signs of damp/corrosion indicate an external issue rather than customer-caused damage or error.
- No customer error or damage was indicated in the engineer's notes.
### Additional Notes:
- Charges will not apply as the issue was due to external factors and not caused by the customer.
- If the customer wishes to dispute any charges, they should do so within the specified 14 days by providing the necessary information on the Giacom Portal.
If there are any further questions or if additional assistance is needed, please let me know! |
2025-12-05 14:00:35 |
No |
|
| 105 |
Hi, OR: 4-1228854829411 INC000101029658 OGEA78269225 Generic Ethernet Access - FTTP Closed Completed KCI:Fibre Optical Network Termination (ONT) Point QBC:End customer advised engineer that Internet was not working.Engineer has identified the issue at the ONTwith its entire ONT unit,which was not performing/functioning as specified.Engineer replaced and registered the ONT & PSU.No additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm. Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Test result (service):pass Regards, Avadhut C |
Based on the provided information, here is the evaluation of the engineer's visit for broadband services:
**Date and Time Slot:** Not specified in the notes.
**Summary of Visit:**
- The customer reported that the internet was not working.
- The engineer identified a fault with the Optical Network Termination (ONT) unit, which was not functioning as specified.
- The engineer replaced and registered the ONT and PSU (Power Supply Unit).
- Final light level reading was taken, and the test result passed.
**Classification:**
- **Non-Chargeable Visit:** The fault was identified and resolved by the engineer, and it appears to be a legitimate fault not caused by the customer. The work performed was necessary to restore service.
No disputable factors or customer-caused damages were noted in the engineer's report.
**Final Classification:** Non-Chargeable Visit. |
2025-12-04 06:41:06 |
No |
|
| 104 |
Hi, Openreach has resolved the fault, please find below engineer notes: Openreach Ref - 4-1228841008102 is Cleared KCI history - In Joint AreaCable (Underground) Engineer notes - ===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: xDSL test was not carried out.Tester found to be faulty.There was no REIN issue identified.\n\n Initial test results: PQT test not carried out.There was no line / dial tone.FastTest performed.The test failed on 03/12/2025.\n\n What was found: Openreach network fault.\n\n Actions to resolve: Fault identified in D-side between PCP and DP.Resolved issue in joint.Engineer has not done anything with star wiring / bridge taps / power line technology.No star wiring / bridge taps / power line technology issues found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn`t found any issue with modem / router.Engineer hasn`t found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Mr.Customer`s modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT performed at the DP / external NTP.The test passed with amber parameters on 2025-12-03T11:54:44.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 03/12/2025.Final FastTest completed.The test passed on 03/12/2025 13:32:50.===QBC Summary End=== The NGA test is passing/ Testing shows no fault conditions, Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Karan Y. Thanks KY - Supervisor |
Based on the provided engineer notes and the scenario outlined, here is the assessment of the visit regarding charges:
### Summary of Engineer Visit:
- **Openreach Ref**: 4-1228841008102
- **Date of Visit**: 03/12/2025
- **Initial Customer Report**: No broadband connection.
- **Initial Tests**:
- xDSL test not carried out due to faulty tester.
- PQT test not carried out; no line/dial tone observed.
- FastTest failed on 03/12/2025.
- **Findings**:
- Identified an Openreach network fault in the D-side between PCP and DP.
- Resolved the issue in the joint.
- **Final Tests**:
- Final PQT test passed with amber parameters.
- Final xDSL test indicated line was OK.
- FastTest completed and passed.
### Classification of Visit:
- **Non-Chargeable**:
- The engineer identified a genuine fault within the Openreach network that was not caused by the customer.
- The fault was resolved, and connectivity was restored to the end customer.
### Conclusion:
This visit is classified as **non-chargeable** to the customer since the fault was determined to be external and was resolved by the engineer.
If the customer experiences further issues, they are advised to retest and, if necessary, reopen the ticket with three access times and dates for further investigation.
---
Feel free to ask if you need further assistance or clarification! |
2025-12-04 06:32:30 |
No |
|
| 103 |
Hi, Openreach has resolved the fault, please find below engineer notes: Openreach Ref - 4-1228841008102 is Cleared KCI history - In Joint AreaCable (Underground) Engineer notes - ===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: xDSL test was not carried out.Tester found to be faulty.There was no REIN issue identified.\n\n Initial test results: PQT test not carried out.There was no line / dial tone.FastTest performed.The test failed on 03/12/2025.\n\n What was found: Openreach network fault.\n\n Actions to resolve: Fault identified in D-side between PCP and DP.Resolved issue in joint.Engineer has not done anything with star wiring / bridge taps / power line technology.No star wiring / bridge taps / power line technology issues found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn`t found any issue with modem / router.Engineer hasn`t found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Mr.Customer`s modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT performed at the DP / external NTP.The test passed with amber parameters on 2025-12-03T11:54:44.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 03/12/2025.Final FastTest completed.The test passed on 03/12/2025 13:32:50.===QBC Summary End=== The NGA test is passing/ Testing shows no fault conditions, Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Karan Y. Thanks KY - Supervisor |
Based on the engineer's notes provided, the following analysis can be made:
**Date and Time of Engineer Visit:** 03/12/2025
**Findings:**
- The engineer identified a fault in the Openreach network (D-side between PCP and DP) and successfully resolved it.
- No faults were found with the customer's equipment (modem/router, extension wiring) or internal wiring issues (star wiring, bridge taps, power line technology).
- Final tests confirmed that connectivity was restored and indicated that the line was okay.
**Classification:**
- **Non-Chargeable Visit:** The fault was identified and resolved within the Openreach network, which is outside the customer's property boundary. The engineer found and fixed an issue not caused by the customer, confirming that the visit is non-chargeable.
**Conclusion:**
This visit is classified as **non-chargeable** since the fault was within the Openreach network, and the engineer successfully resolved it without any issues related to customer equipment or internal wiring. |
2025-12-04 06:32:15 |
No |
|
| 102 |
Good evening, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes. Openreach Reference: 4-1228853216212 INC000101029766 SGEA80501959 SOGEA Open Cleared KCI history: 03/12/2025 13:50:10 1B81 4150 Response Required - Fault Report Cleared Y End Customer Domain - Non Openreach Maintained Equipment Engineer note: Actions to resolve: Engineer has identified the issue as a customer mis-operation and advice given.There was a fault with the end customer's equipment / mis-operation.The fault was resolved by an advice given to the end customer.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the NTE back plate.FED has been connected at the NTE back plate.The test passed with amber parameters on 2025-12-03T11:53:43.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 03/12/2025.The test passed on 03/12/2025.===QBC Summary End=== Test Results : Openreach Reference ID or_nga_blp10429108:13312512482 DiagnosticCode GTC_FTTC_SERVICE_0008 TestDescription Modem is out of sync and fault is most likely to be in the home environment. MainFaultLocation OK Sync Status Out Of Sync We have performed checks against this circuit and can see that it is still showing as out of sync on portal. Please ensure that CPE is set up correctly, if you are happy that CPE is not at fault please re-open the ticket and we will progress this back to Openreach and escalate as a repeat fault. Kind Regards, Rahiman P. |
Based on the provided engineer notes and details, the assessment is as follows:
**Date and Time of Visit:** 03/12/2025 (13:50:10)
**Chargeable Scenario Assessment:**
- The engineer identified the issue as a **customer mis-operation**. This indicates that the problem was due to the customer's incorrect setup or operation of their equipment.
- The fault was resolved by advice given to the customer regarding their equipment setup.
**Conclusion:**
- This visit is **chargeable** to the customer due to customer-caused mis-operation. The engineer's notes specifically state that the fault was related to the customer's equipment and not an external fault.
Please inform the customer about the charge and provide details regarding the reason for the charge based on the engineer's findings. |
2025-12-04 06:16:51 |
No |
|
| 101 |
Good evening, Please see the Openreach engineer notes. OR details :- 4-1228832515126 15643688 LLES1369831 MPF Closed Completed KCI history :-03/12/2025 09:41:24 3N69 3300 Fault is Cleared and Closed N RWT - Customer Premises Engineering notes :-==QBC Summary Start===Customer Report: End customer informed us the issue is with the CP equipment.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on 03/12/2025.\n\n Actions to uplift Openreach / customer network: Investigated the network and no further work required.NTE replaced as it was obsolete.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-12-03T08:45:01.Final FastTest completed.The test passed on 03/12/2025 09:35:15.===QBC Summary End=== Test details: The TAM test is pass. Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Yogesh P. Thanks YP - Supervisor |
Based on the provided engineer notes and details, here is the assessment of the visit:
**Date & Time of Visit:** 03/12/2025
**Time Slot:** 09:41:24
**Assessment:**
- **Customer Report:** The end customer indicated an issue with the CP equipment.
- **Initial Tests:** PQT test performed at the NTE back plate passed.
- **Actions Taken:** The engineer investigated the network and found no further work required; the NTE was replaced as it was obsolete.
- **Advice Given:** The customer was advised that there might be an issue with their equipment or Wi-Fi and advised to contact the CP (Communications Provider).
- **Final Tests:** All tests passed successfully.
**Conclusion:**
- The visit is classified as **Non-Chargeable** because the engineer found no fault on the Openreach/customer network and indicated that the issue might be with the customer's equipment. The engineer's actions were in line with standard procedures when the fault lies outside of Openreach's responsibility.
There are no indications of customer-caused damage or missed appointments that would make the visit chargeable. |
2025-12-04 05:53:55 |
No |
|
| 100 |
Good evening, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes. Openreach Reference: 4-1228751911946 INC000101028316 OGEAA3927765 Generic Ethernet Access - FTTP Open Cleared KCI history: 02/12/2025 13:19:45 1B81 4150 Response Required - Fault Report Cleared Y Fibre Dropwire Cable Engineer note: End customer advised engineer that Internet was not working.Engineer has identified the issue at Cable & Track Joint (CBT-CSP)with its cable,which was faulty.Engineer replaced part of the cable.No additional advice given.\n\n Final light loss test results: Lig Test details: Pass Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, Rahiman P. |
Based on the provided engineer notes, here is the classification of the visit:
### Visit Details:
- **Openreach Reference**: 4-1228751911946
- **Incident Number**: INC000101028316
- **Service Type**: Generic Ethernet Access - FTTP
- **Date and Time of Visit**: 02/12/2025 at 13:19:45
- **Engineer Notes**:
- The customer reported that the Internet was not working.
- The engineer identified a fault at the Cable & Track Joint (CBT-CSP) with its cable.
- The engineer replaced part of the cable.
- No additional advice was given.
### Classification:
- **Non-Chargeable Visit**: The fault was identified and resolved by the engineer, indicating that it was not caused by any customer error or damage. The issue was related to the network cable, which falls under the responsibility of the service provider.
### Summary:
The visit on **02/12/2025** was **non-chargeable** as the engineer successfully identified and rectified a fault that was not caused by the customer.
If the issue persists after the replacement of the cable, the customer is advised to retest and reopen the ticket to provide access times and dates for further assistance. |
2025-12-03 06:41:56 |
No |
|
| 99 |
Hi, The recent engineering visit was completed at your customers premises. The engineer notes and findings are: 02/12/2025 15:10:00\n----------------------\nEngineer details\n\nEngineer name: Ryan,Scott-Moncrieff\n\n----------------------\nRing ahead information\n\nPrimary customer name:MR CHRISTINA A MACDONALD\nContact no:07769597379\nCall outcome:No answer (VM left if available)\nCall outcome to secondary contact no: Not able to ring ahead due to unusable contact details (missing / incorrect / faulty line)\n\n\n-------------------------------\n\n\n(No manually entered closure notes)\n2025-12-02T15:10:00 - \n\n\n(no closure notes!)\n\n\n Did you change the HDF tie pair ? - Yes\nDid you renew any MDF jumpers ? - No\nWas there an Openreach fault on the frame ? - No\nWhat was the result of the initial pair quality test ? - Pass\nDid you complete the Frames module ? - Yes\nDid you complete the Base module ? - Yes\nDid you complete the Network module ? - No\nDid you complete the end customer Premises Wiring Module ? - No\nDid you complete the end customer Premises Equipment Module ? - No\nHave you successfully demonstrated connectivity to the NTE ? - Yes\nDid all the connections, extensions and DSL filters meet the minimum standards ? - Yes\nHave you conducted a sync test (modem light on) ? - Yes\nDid you have a co-op call with the CP ? - Yes===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with resistance within permissible range, but failed due to other parameters.\n\n Actions to resolve: Fault located in the exchange.A service effecting issue was identified on the CP HDF or equipment.Co-op call successfully completed with CP.Engineer has spoken with CP advisorCP equipment fault / PPP resolved by performing a lift and shift.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-12-02T14:33:23.Final FastTest completed.The test passed on 02/12/2025 15:01:10.===QBC Summary End=== Any charges will be added to your invoice. Should you wish to dispute, please advise within 14 days from receiving a billing notification by raising a billing case on your Giacom Cloud Market Portal with the following information: Date of invoice Date of visit CLI number Amount Reason for dispute Please retest the connection and advise if you require any further assistance. Kind regards, Rosh |
Based on the engineer's notes from the visit on **02/12/2025 at 15:10**, the situation is as follows:
### Engineer Visit Summary:
- **Engineer Name:** Scott-Moncrieff Ryan
- **Primary Customer Name:** MR CHRISTINA A MACDONALD
- **Contact Number:** 07769597379
- **Call Outcome:** No answer (voicemail left), unable to contact secondary due to unusable details.
### Findings:
- The engineer conducted several tests and confirmed:
- A fault was located in the **exchange**, and a service-affecting issue was identified on the customer's HDF or equipment.
- The engineer successfully performed a lift and shift to resolve the PPP issue.
- Final tests showed that the connection was operational post-repair.
### Charges Classification:
- **Non-Chargeable Visit:**
- The fault was identified **outside the customer's property** (in the exchange).
- The engineer found that the issue was not caused by the customer but rather was a network fault.
### Recommendations:
- No charges will be applied to the customer for this engineer visit.
- If the customer has any questions or would like to dispute any charges (which are none in this case), they should raise a case on the Giacom Cloud Market Portal as advised.
If further assistance is needed, please let me know! |
2025-12-03 06:00:10 |
No |
|
| 98 |
Engineer Note : ===QBC Summary Start===End customer advised engineer that Internet was not working.After investigation engineer has found no issues in Openreach networkEngineer has visited end customer premises.No action is required.===QBC Summary End=== |
|
2025-11-11 11:01:01 |
No |
|
| 97 |
Engineer Note : ===QBC Summary Start===End customer advised engineer that Internet was not working.After investigation engineer has found no issues in Openreach networkEngineer has visited end customer premises.No action is required.===QBC Summary End=== |
|
2025-11-11 11:00:52 |
No |
|
| 96 |
"QBC Summary Start===Customer Report: End customer informed of performance issue.\n\n Actions to resolve: Engineer has resolved the fault located at NTE and network internal wiring up to NTE / block terminals.This was caused by general wear and tear to internal wiring.Engineer replaced.Customer`s modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 27/10/2025 09:22.\n\n Final alternate test results: xDSL test performed at the modem.xDSL test indicated line was OK on 27/10/2025.Final FastTest completed.The test passed on 27/10/2025 09:22.===QBC Summary End" |
Based on the provided engineer's notes, the visit is classified as **non-chargeable**. Here's the reasoning:
- **Genuine Fault Found**: The engineer identified and resolved a fault caused by general wear and tear to internal wiring, which is not the customer's fault.
- The notes confirm that the engineer successfully replaced the necessary components and passed the final tests.
**Date and Time of Visit**: The final tests were performed on 27/10/2025 at 09:22.
In summary, since the issue was due to general wear and tear rather than customer-caused damage or error, the visit is non-chargeable. |
2025-10-28 10:29:35 |
No |
|
| 95 |
Engineer Note :===QBC Summary Start===Customer Report: End customer advised that the line has never worked.\n\n What was found: The line was noise free.No number porting issue is identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with amber parameters on 2025-10-10T09:37:12.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed with amber parameters on 2025-10-10T09:37:12.\n\n Final alternate test results: Final FastTest performed from the customer premise.The test passed on 10/10/2025.Health check completed.I performed line optimisation as part of harmonised repair process.Improved sync speed by 60 MbpsThere was no issues on the line and it is in optimum speed.\n\n Maintenance work: NTE not faulty but changed NTE to latest version of NTE to enable isolation of internal wiring.\n\n Maintenance work: Lead-in not faulty but upgraded for quality purposes (working but at risk of future deterioration).End customer would like their CP to contact them in relation to this fault.===QBC Summary End=== |
Based on the provided engineer's notes, here's the assessment of the visit:
**Date and Time of Visit**: 2025-10-10 at 09:37:12
**Visit Assessment**:
- **Customer Report**: The customer claimed that the line has never worked.
- **Findings**:
- The line was noise-free.
- No number porting issue was identified.
- PQT tests performed at the NTE back plate passed with amber parameters.
- Final FastTest performed from the customer premise also passed, confirming the line was in optimum speed after line optimization.
- **Maintenance Work**:
- The NTE (Network Termination Equipment) was not faulty but was changed to a latest version for isolation of internal wiring.
- The lead-in was upgraded for quality purposes, indicating that it was working but at risk of future deterioration.
**Conclusion**:
- There were no faults found on the line, and the engineer made improvements to ensure optimum performance.
- The situation appears to be **disputable** due to the customer's claim that the line has never worked, despite the engineer's findings indicating that the line is functioning properly.
**Final Classification**: **Disputable** (requires further investigation, especially given the customer's ongoing concerns).
**Next Steps**:
- Escalate the case to gather more information about the customer's experience and any supporting evidence.
- Consider reaching out to the customer for additional context regarding their claim. |
2025-10-11 09:45:25 |
No |
|
| 94 |
=QBC Summary Start===Customer Report: End customer advised there is a broadband issue. Actions to resolve: Engineer has resolved the fault located at the exchange.The fault was located on CP equipment and spoke to DCOE who advised. Advice given to end customer: Optimal speed already achieved. Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-10-08T11:15:55. Final alternate test results: Final FastTest performed from the customer premise.The test passed on 08/10/2025 11:40:35.===QBC Summary End== Any charges will be added to your invoice. Should you wish to dispute, please advise within 14 days from receiving a billing notification by raising a billing case on the Giacom Portal with the following information: |
Based on the provided summary, the visit is classified as **Non-Chargeable**. Here’s the breakdown:
- **Faults Outside Customer’s Property**: The fault was located at the exchange, which is outside the customer's property boundary.
- **External Faults**: The issue was identified with CP equipment, indicating it was not the customer's responsibility.
**Date and Time of Visit**:
- Engineer attended on **2025-10-08** and performed tests at **11:15:55** and **11:40:35**.
Since the fault was resolved at the exchange and not due to any customer-caused issues, there will be no charges applied to the customer for this visit. If the customer wishes to dispute any potential charges, they are advised to do so within 14 days of receiving a billing notification by raising a billing case on the Giacom Portal. |
2025-10-08 17:24:36 |
No |
|
| 93 |
02-10-2025 08:34:16 - Andy Davidson (Additional comments) Following investigation. The case is now resolved. We found the following during investigations. Root cause: There was a fault within the end customer's curtilage caused by general wear and tear Action taken to resolve: The fault was resolved by leaving it connected at the end customer's request Other comments: If any enduring effects are seen. Please do not hesitate to reopen the ticket. This can be achieved within 7 days. Alternatively, please contact the Nasstar desk. Who will be happy to do this on your behalf to ensure further investigations take place. |
Based on the provided engineer's notes, the following conclusions can be drawn:
**Date and Time of Visit:** 02-10-2025 at 08:34:16
**Engineer:** Andy Davidson
### Visit Classification:
- **Non-Chargeable Visit:** The notes indicate that the root cause of the fault was identified as "general wear and tear" within the end customer's curtilage, which suggests that the fault was not caused by customer error or damage. Therefore, the visit is classified as non-chargeable.
### Summary:
- The engineer found a fault related to wear and tear, resolved the issue as per the customer's request, and offered further assistance if any enduring effects are observed.
No further action is required unless the customer experiences additional issues. |
2025-10-03 09:08:14 |
No |
|
| 92 |
Good afternoon, Thank you for your ongoing patience while we worked to resolve your incident. This service has been restored following the patch lead being clicked in properly at wall box and speed test completed. Now that service has been restored this escalation will be closed and the incident moved to a resolved state. Please be advised, if you believe this service is not restored, that a resolved incident can be reopened if you reply within 2 days, if not, a new incident will need to be raised after this time. Thank you, Rebecca CityFibre Escalations Team |
Based on the provided message, it indicates that the service issue was resolved after the patch lead was clicked in properly at the wall box. Here’s the assessment:
1. **Chargeable Scenarios**: There’s no indication of any customer-caused damage, wasted callouts, incorrect bookings, or missed appointments in the provided message.
2. **Non-Chargeable Visits**: The resolution of the service issue suggests that it was likely a fault that was not caused by the customer, as the problem was with the patch lead in the wall box.
3. **Disputable Scenarios**: There are no conflicting reports or unresolved issues mentioned that would warrant further investigation based on the information provided.
Conclusion: The visit appears to be **non-chargeable** since the fault was resolved without any indication of customer error or damage.
Date and Time: Unfortunately, the message does not provide a specific date and time of the engineer's visit, so that information cannot be included in the results.
If there are additional details or specific notes regarding the incident, they would be necessary to refine this assessment further. |
2025-09-23 07:57:29 |
No |
|
| 91 |
Openreach Engineering Notes:- Customer Report: End customer informed us there is no broadband connection.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with resistance within permissible range, but failed due to other parameters.\n\n Actions to resolve: Fault located in the wiring up to NTE.Openreach wiring affected.This was shown by visible signs of damp / corrosion within NTE / BT / LJU / front plate.There is a Openreach logo stamped on it.Engineer replaced.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed with resistance within permissible range, but failed due to other parameters.Final FastTest completed.The test passed on 29/07/2025 15:06:10 |
Based on the provided engineering notes, the situation can be classified as follows:
1. **Fault Identification**: The engineer identified a fault in the wiring up to the NTE (Network Termination Equipment) due to visible signs of damp/corrosion. The wiring was confirmed to be Openreach's responsibility (as indicated by the Openreach logo), which suggests that the fault was not caused by the customer.
2. **Final Test Results**: The final tests performed indicated that while the resistance was within the permissible range, there were still failures due to other parameters, but no explicit mention of customer-caused issues or a fault outside the engineer’s scope was noted.
3. **Conclusion**: The visit is classified as **non-chargeable** since the fault was found within the Openreach wiring, which is outside the customer’s responsibility.
**Date and Time of Visit**: The final test was completed on **29/07/2025 at 15:06:10**.
**Final Classification**: Non-chargeable visit. |
2025-09-22 15:30:36 |
No |
|
| 90 |
Openreach Engineering Notes:- Customer Report: End customer informed us there is no broadband connection.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with resistance within permissible range, but failed due to other parameters.\n\n Actions to resolve: Fault located in the wiring up to NTE.Openreach wiring affected.This was shown by visible signs of damp / corrosion within NTE / BT / LJU / front plate.There is a Openreach logo stamped on it.Engineer replaced.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed with resistance within permissible range, but failed due to other parameters.Final FastTest completed.The test passed on 29/07/2025 15:06:10 |
Based on the provided engineering notes, the following assessment can be made:
**Date and Time of Visit:** 29/07/2025 at 15:06:10
**Summary of Findings:**
- The customer reported no broadband connection.
- Initial tests showed that while resistance was within permissible range, there were failures due to other parameters.
- The engineer identified a fault located in the wiring up to the NTE, with visible signs of damp and corrosion.
- The affected wiring was confirmed to be Openreach's responsibility, as indicated by the Openreach logo.
- The engineer replaced the affected wiring.
**Classification of the Visit:**
- **Non-Chargeable Visit:** The fault was identified as being due to external factors for which Openreach is responsible (wiring up to the NTE with visible damp and corrosion). Since the fault was not caused by the customer and pertains to Openreach's infrastructure, the visit is classified as non-chargeable.
Thus, the engineer's visit in this case is deemed **non-chargeable** to the customer. |
2025-09-22 15:28:48 |
No |
|
| 89 |
Your service test results: NBA Description -CityFibre ONT Powered Off NBA Code - DYG001 Ethernet Port Status - Up CFM Status - Down ISP ONT Status - Dying Gasp ENNI Capacity Status - green PON Port Status - Unknown The Full output of the line check is as follows: {"id":"CFPT-9fd7e0a8-b93f-4076-b1bd-c025ad3","href":"https:\/\/api.cityfibre.com\/tmf-api\/v5\/productTestManagement\/v1\/productTest\/CFPT-9fd7e0a8-b93f-4076-b1bd-c025ad3","description":"Product Test LowCode","startDateTime":"2025-09-10T09:09:19.388100Z","endDateTime":"2025-09-10T09:09:19.388109Z","mode":"onDemand","state":"completed","validFor":{"startDateTime":"2025-09-10T09:09:19.388118Z","endDateTime":"2025-09-10T09:09:19.388122Z","relatedProduct":{"id":"S1246718","@type":"ProductRef","testSpecification":{"id":"b5843d34-081f-432a-9d02-000000000000","name":"Internal","href":"https:\/\/api.cityfibre.com\/tmf-api\/v5\/productTestManagement\/v1\/productTestSpecification\/b5843d34-081f-432a-9d02-000000000000","@type":"ProductTestSpecificationRef","characteristic":,"testMeasure":,"@type":"TestMeasure",{"captureDateTime":"2025-09-10T09:09:19.514923Z","metricName":"CFM Status","metricDescription":"OLT - CFM Status","value":{"name":"CFM","value":"Down ISP","@type":"StringCharacteristic","testMeasureCharacteristic":,"@type":"TestMeasure",{"captureDateTime":"2025-09-10T09:09:19.514998Z","metricName":"ONT reachability","metricDescription":"OLT - ONT reachability","value":{"name":"status","value":"Dying Gasp","@type":"StringCharacteristic","testMeasureCharacteristic":,"@type":"TestMeasure",{"captureDateTime":"2025-09-10T09:09:19.515051Z","metricName":"ENNI Status","metricDescription":"PE - ENNI Status","value":{"name":"ENNI Status","value":"green","@type":"StringCharacteristic","testMeasureCharacteristic":,"@type":"TestMeasure",{"captureDateTime":"2025-09-10T09:09:19.515100Z","metricName":"PON Status","metricDescription":"PE - PON Status","value":{"name":"PON Status","value":"Unknown","@type":"StringCharacteristic","testMeasureCharacteristic":,"@type":"TestMeasure",{"captureDateTime":"2025-09-10T09:09:19.515147Z","metricName":"Interconnect Status","metricDescription":"PE - Interconnect Status","value":{"name":"Interconnect Status","value":"green","@type":"StringCharacteristic","testMeasureCharacteristic":,"@type":"TestMeasure"],"troubleTicket":,"changeRequest":,"@type":"ProductTest" |
Based on the information provided, here’s the analysis of the situation:
**Date of Service Test**: September 10, 2025
**Time of Service Test**: 09:09:19 UTC
### Test Results Summary:
- **NBA Description**: CityFibre ONT Powered Off
- **NBA Code**: DYG001
- **Ethernet Port Status**: Up
- **CFM Status**: Down
- **ISP ONT Status**: Dying Gasp
- **ENNI Capacity Status**: Green
- **PON Port Status**: Unknown
### Analysis:
- The **ISP ONT Status** indicates "Dying Gasp," which suggests that the ONT is experiencing issues but is still able to send minimal signals.
- The **CFM Status** being "Down" further supports that there is a fault present.
- The **PON Port Status** is noted as "Unknown," which may indicate potential issues at the network level or connectivity issues.
### Determination:
Given that the results indicate faults that are likely outside the customer's property (e.g., CFM Status and PON Port Status), this suggests that the issue may not be caused by the customer directly. Therefore, the visit from the engineer to investigate these faults would be classified as **non-chargeable**, as the faults are external and not due to customer error.
### Conclusion:
The engineer's visit to address the reported issues is **non-chargeable** based on the information provided, as the fault appears to lie outside the customer's responsibility. |
2025-09-10 11:37:51 |
No |
|
| 88 |
Engineer note: ==End customer advised engineer that Internet was not working.Engineer has identified the issue in CP or Customer domainwith customer /Network devices,which was caused by configuration issue.Engineer advised the end customer.No additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm.===QBC Summary End=== |
**Visit Summary:**
- **Date and Time of Visit:** Not specified in the provided notes.
- **Engineer Notes:** The end customer reported that the internet was not working. The engineer identified the issue within the customer domain, specifically due to a configuration issue related to the customer's network devices. The engineer advised the customer, but no additional advice was given. The final light level reading was taken at the ONT, measuring 1490mm at -27dBm, which is acceptable.
**Classification:** Chargeable
**Reasoning:** The issue identified was due to a configuration problem related to the customer's network devices, which falls under customer error. Therefore, the engineer visit is considered chargeable to the customer. |
2025-08-27 08:51:02 |
No |
|
| 87 |
20-08-2025 13:51:17 - Mohammed Tayyab (Additional comments) Hi Team, Please see Engineer notes. ===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection. Initial test results: PQT test performed at NTE back plate.The test passed on 20/08/2025. Actions to uplift Openreach / customer network: Engineer has uplifted the EC Wiring / equipment.to improve speed / stability.as EC equipment faulty. Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP. Final test results: Final PQT performed at the NTE back plate.The test passed with amber parameters on 2025-08-20T11:04:25.Final Eclipse test performed at the NTE.The test passed on 20/08/2025 11:13:20.===QBC Summary End=== Regards, Mohammed |
Based on the provided engineer's notes and the details of the visit, here is the classification:
**Date and Time of Visit:**
20-08-2025, 13:51:17
**Summary of Engineer's Findings:**
- The customer reported no broadband connection.
- Initial tests at the NTE back plate passed.
- Engineer identified possible issues with EC equipment and advised the customer to contact their service provider.
- Final tests also passed but indicated amber parameters.
**Classification:**
The visit is classified as **Non-Chargeable**.
**Reasoning:**
- The engineer identified a possible fault related to external equipment (EC equipment) and advised the customer to contact their service provider.
- No customer-caused damage or misdiagnosis was indicated in the notes, and the tests performed passed, suggesting that the fault lies outside the customer's responsibility.
If any further information or clarification is needed, please let me know! |
2025-08-21 09:13:50 |
Yes |
issue with EC equipment faulty. |
| 86 |
QBC:Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with no errors and achieving predicted speed on 11/08/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with amber parameters on 11/08/2025.Engineer has not done anything with star wiring / bridge taps / power line technology.No star wiring / bridge taps / power line technology issues found.Engineer has provided / replaced NTE because upgradation of NTE is required.Engineer has not provided / replaced SSFP.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with John.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed with amber parameters on 2025-08-11T09:26:09.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 11/08/2025.Final FastTest completed.The test passed on 11/08/2025. |
Based on the provided engineer's report, the following analysis can be made:
1. **Date and Time of Visit**: The engineer visited on 11/08/2025.
2. **Summary of Findings**:
- The initial xDSL test and final xDSL test performed at the master NTE indicated that the connection was stable, with no errors and achieving predicted speeds.
- There were no identified issues with the modem/router, extension wiring, or any star wiring/bridge taps/power line technology.
- A new NTE was provided because an upgrade was required, but there were no faults found related to the customer's equipment or setup.
3. **Classification of Visit**:
- Since the engineer found no faults within the customer's property and confirmed that the connection was stable and operational, this visit falls under the **Non-Chargeable Visits** category.
- Specifically, the fault was not caused by the customer, and the engineer found genuine faults outside the customer's equipment.
**Conclusion**: The visit on 11/08/2025 is classified as **Non-Chargeable**. |
2025-08-12 09:37:19 |
No |
|
| 85 |
Good afternoon, Findings:Fault is cleared on openreach Actions Taken:We ran test which is passing Openreach fault reference:3-1229130371286 KCI: 11/08/2025 12:52:55 3N69 3300 Fault is Cleared and Closed N In Length AreaCable (Underground) Notes:===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.XDSL test not carried out due to no sync.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on 11/08/2025.\n\n Actions to resolve: Fault identified in D-side between PCP and DP.Resolved by changing pair in cable length.Engineer has not done anything with star wiring / bridge taps / power line technology.No star wiring / bridge taps / power line technology issues found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer has found issue with CP / end customer equipment and advised end customer to contact CP to get it resolved.Engineer hasn`t found any issue with extension wiring.\n\n Additional information: Engineer has not proved a working connectivity to end customer .Engineer was unable to demonstrate working service due to end customer equipment issue.Engineer has completed the handover with Customer.Customer`s modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-08-11T12:18:35.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 11/08/2025.Final FastTest completed.The test passed on 11/08/2025.===QBC Summary End=== E-chat details:N/A Conclusion:Test is passing so we are closing this ticket. Test:pass Kindly regards, Shubham M Thanks SM - Supervisor |
Based on the provided notes and findings regarding the engineer's visit, here is the classification:
**Date and Time of Visit:** 11/08/2025 at 12:52:55
**Engineer Notes Summary:**
- The customer reported no broadband connection.
- Initial tests indicated no sync, and there was no REIN issue identified.
- Fault was identified in the D-side between PCP and DP, resolved by changing the pair in the cable length.
- The engineer did not find issues with star wiring, bridge taps, or power line technology.
- The customer’s equipment was identified as the issue, and the engineer advised the customer to contact their Communication Provider (CP) for resolution.
- Final tests confirmed that the line was OK, and the ticket is being closed.
**Classification:** **Non-Chargeable Visit**
**Reasoning:**
- The fault was identified and resolved by the engineer, with the resolution involving the external cable infrastructure.
- The tests performed showed that the line was functioning correctly at the time of the visit.
- The issue was attributed to the customer's equipment, which means the visit does not incur charges to the customer due to external fault resolution.
If the customer disputes the findings, further investigation may be warranted, but based on the current provided notes, the visit is classified as non-chargeable. |
2025-08-12 09:36:19 |
No |
|
| 84 |
Supplier Update / Good Evening, Service test is passing and Fault resolved. Openreach have now resolved the fault, Please see the engineers notes below and retest. Openreach Ref: 4-1226814634581 INC000100947412 SGEA92804956 SOGEA Closed Completed Openreach Engineering Notes: KCI:25/06/2025 16:04:44 3N69 3300 Fault is Cleared and Closed N Communication Provider Domain - Issue The connection is stable with no errors and achieving predicted speed on 25/06/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with amber parameters on .\n\n What was found: Authentication issue in CP domain.Engineer has not done anything with star wiring / bridge taps .End customer refused to resolve star wiring / bridge taps / VRI / power line technology issue.Engineer has provided / replaced NTE because upgradation of NTE is required.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn’t found any issue with modem / router.Engineer hasn’t found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end Engineer has completed the handover withmodem / router is not plugged into the NTE master socket.\n\n Advice given to end customer: Advice given regarding location of the router.\n\n Final test results: Final PQT to FED performed by connecting HHT at the DP / external NTP.FED has been connected at the NTE back plate.The test passed with amber parameters on 2025-06-25T15:55:49.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 25/06/2025.Final FastTest completed.The test passed on 25/06/2025. Please retest the network. Kind Regards, Shahid S. |
Based on the provided engineer's notes, the visit appears to be disputable. Here’s the breakdown of the situation:
1. **Fault Identified**: The initial authentication issue was noted in the communication provider (CP) domain, indicating that the fault was not due to customer equipment or setup but rather an issue that needed resolution from the provider's end.
2. **Customer Actions**: The engineer noted that the end customer refused to resolve certain wiring issues (star wiring/bridge taps/VRI/power line technology), which suggests that there may have been factors outside the engineer's control that contributed to the ongoing issues.
3. **Equipment Findings**: The engineer replaced the NTE and SSFP due to required upgrades but found no issues with the modem/router or extension wiring. This indicates that the customer's equipment was functioning correctly, and the problem was related to external factors.
4. **Final Test Results**: The final tests indicated that the connection was stable, achieving predicted speeds, which suggests that the underlying issues were resolved.
5. **Disputable Aspects**: The customer’s refusal to resolve wiring issues may need further clarification regarding responsibility and whether it impacted the service. Since there is no indication that the customer caused any damage or error leading to charges, this should be treated as a disputable situation.
In conclusion, the visit should be classified as disputable due to the customer's refusal to resolve wiring issues and the fact that the fault was primarily related to the communication provider's domain rather than customer error. Further investigation may be needed to clarify the impact of the customer’s refusal on the overall service quality.
**Date and Time of Visit**: 25/06/2025, with multiple tests performed throughout the day. |
2025-06-26 08:25:53 |
No |
|
| 83 |
Hi, The recent engineering visit was completed. The engineer notes and findings are: Clear description: Local access network between Exchange and End User; Fault rectified in underground network; In Length Area Cable. Point Of Intervention notes Between this point...\n- Location: Cab 123 \n- Work Point: PCP123 \nAnd this point...\nPlant details...\n- Plant affected: BIX \n- Plant type: JMP \nMultiple Intervention?: N ===QBC Summary Start===Customer Report: End customer informed us of a wi-fi issue. Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected. XDSL test not carried out due to no sync. There was no REIN issue identified. Initial test results: PQT test performed at PCP / SCP. The test passed on . What was found: Crossed Jumpers. Actions to resolve: Fault located in E side / PCP. The fault was fixed by connecting to the correct D-side termination in PCP Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found. Engineer has not provided / replaced NTE. Engineer has not provided / replaced SSFP.Engineer has found issue with CP / end customer equipment and advised end customer to contact CP to get it resolved. Engineer hasn't found any issue with extension wiring. Additional information: Engineer has proved a working connectivity to end customer MR Oludele Kehinde. Router faulty and replacement router required from the CP Engineer has completed the handover with MR Oludele Kehinde. Customer's modem / router is plugged into the NTE master socket. Final test results: Final PQT to FED performed by connecting HHT at the NTE back plate. FED has been connected at the PCP. The test passed on 2025-06-13T09:20:54. Final alternate test results: xDSL test performed at the NTE / NTP. xDSL test indicated line was OK on 13/06/2025.Final FastTest completed. The test passed on 13/06/2025.===QBC Summary End=== Any charges will be added to your invoice. Should you wish to dispute, please advise within 14 days from receiving a billing notification by raising a billing case on the Giacom Portal with the following information: Date of invoice Date of visit CLI number Amount Reason for dispute Please retest the connection and advise if you require any further assistance. Thanks Gareth |
Based on the engineer's notes and findings from the recent visit, the classification of the visit is as follows:
### Visit Summary
- **Date of Visit:** 13th June 2025
- **Time Slot:** Not specified, but tests indicated and actions were taken on the date mentioned.
### Engineer's Findings
- Fault was found and rectified in the underground network between the Exchange and the End User.
- The issue was identified as "Crossed Jumpers" at the PCP, which was fixed by connecting to the correct D-side termination.
- The engineer confirmed there was no fault with the extension wiring, star wiring, or any power line technology issues.
- The engineer found that the customer’s modem/router was faulty and advised the customer to contact their Communications Provider (CP) for a replacement.
### Chargeability Assessment
This visit is classified as **Chargeable** because:
1. **Wasted Callouts:** The engineer had to visit due to an issue that was ultimately identified as the customer's equipment (router) being faulty. The customer was advised to contact their CP to resolve this issue, indicating that the core problem was not with the network but rather with the customer’s own equipment.
2. **Customer-Related Error:** The fault was directly linked to the customer's equipment, which led to the engineer’s visit.
### Next Steps
- The customer is informed that charges will be added to their invoice. If the customer wishes to dispute the charges, they have 14 days from receiving the billing notification to raise a billing case on the Giacom Portal with the specified information.
If you require any further assistance or clarification regarding this visit, please feel free to reach out. |
2025-06-16 10:11:25 |
No |
|
| 82 |
Engineer Notes - ===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with slower than predicted speed on 14/06/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test failed due to resistance outside permissible range for broadband on .TDR completed.\n\n Actions to resolve: Fault identified between internal DP and NTE.This was shown by visible signs of damp / corrosion within NTE / BT / LJU / front plate.Engineer re-terminated.\n\n Actions to resolve: Jumpers at PCP / SCP replaced.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Declan Virgo.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the NTE back plate.FED has been connected at the PCP.The test passed on 2025-06-14T09:12:46.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 14/06/2025.Final FastTest completed.The test passed on 14/06/2025.===QBC Summary End=== |
Based on the provided engineer notes, here is the assessment:
- **Date of Visit**: 14th June 2025
- **Time of Visit**: The final test results indicate an activity at 09:12:46 AM on the same date.
**Assessment**:
1. **Fault Identification**: The engineer identified a fault between the internal distribution point (DP) and the NTE, attributed to visible signs of damp/corrosion within the NTE and BT/LJU/front plate.
2. **Actions Taken**: The engineer re-terminated connections, replaced jumpers, and upgraded the SSFP. Final tests confirmed that the line was functioning correctly following the repairs.
3. **Customer Equipment**: The engineer did not find any issues with the customer’s modem/router or extension wiring, and confirmed the customer was connected properly.
**Classification**:
- **Non-Chargeable Visit**: The fault was internal (between the internal DP and the NTE) and was not caused by customer error. The engineer successfully resolved the issue and confirmed that there was no fault with the customer’s equipment.
In summary, the engineer's visit on **14th June 2025 at 09:12:46 AM** is classified as **non-chargeable** to the customer, as the fault was identified and resolved without any indication of customer-caused damage or error. |
2025-06-16 09:44:42 |
No |
|
| 81 |
Engineer Note: - End customer advised engineer that Internet was not working.Engineer has identified the issue at the CSPwith the CSP fixings,which was caused by damage.Damage is within end customer curtilage.Nature of the damage - physical damage,caused by - Unknown third party.Engineer re-installed existing CSP.No additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm. |
Based on the provided engineer's notes, the following analysis can be made:
1. **Nature of the Fault**: The engineer identified an issue at the Customer Service Point (CSP) due to physical damage. The notes specify that the damage was caused by an unknown third party, but it is within the end customer's curtilage (property boundary).
2. **Chargeable or Non-Chargeable**: Since the damage is within the end customer's property and is classified as physical damage caused by an unknown third party, this scenario falls into a **Chargeable** category. The customer is responsible for the maintenance of the equipment within their property, including any damages caused by external factors that occur within their boundaries.
3. **Final Test Results**: The light level reading taken at the ONT indicates that the system is functioning properly at the time of closure.
4. **Date and Time**: The date and time of the engineer's visit are not provided in the notes. If this information exists, it should be included for reference.
**Conclusion**: The visit will be classified as **Chargeable** to the customer due to the identified physical damage within their property caused by an unknown third party.
**Final Classification**: Chargeable Visit - Date and time not specified in the notes. |
2025-06-13 11:36:25 |
No |
|
| 80 |
On arrival to property no one home and battery contact online. Worked from pcp. Dis at 25 meters from pcp. Battery contant relived after re terminating joints in UG pit. After works complete ltok with customers equipment detected. Un able to do full investigation because of access but dial tone in and out from DP out Side customers property. Unable able to complete PQ test as Ive never be shown how to do it and with no access to property \n\n01604891361, LTOK. CUSTOMER EQUIPMENT DETECTED.Writeback line test: LTOK. CUSTOMER EQUIPMENT DETECTED |
Based on the provided notes, the scenario can be classified as follows:
- **Missed Appointments:** The engineer arrived at the property but found no one home, which indicates that the customer was unavailable for the scheduled appointment.
- **External Faults:** The engineer was able to identify that the line was operational outside the customer's property ("dial tone in and out from DP outside customers property"). However, they could not perform a full investigation due to lack of access to the property.
Given these points, the visit would be classified as **Chargeable** due to the missed appointment, as the customer was not available for the scheduled visit.
**Date and Time:** The notes do not provide a specific date and time for the engineer's visit. Please ensure that this information is documented for clarity.
**Classification:** Chargeable due to missed appointment. |
2025-06-12 08:59:04 |
No |
|
| 79 |
would this be chargeable""" On arrival to property no one home and battery contact online. Worked from pcp. Dis at 25 meters from pcp. Battery contant relived after re terminating joints in UG pit. After works complete ltok with customers equipment detected. Un able to do full investigation because of access but dial tone in and out from DP out Side customers property. Unable able to complete PQ test as Ive never be shown how to do it and with no access to property \n\n01604891361, LTOK. CUSTOMER EQUIPMENT DETECTED.Writeback line test: LTOK. CUSTOMER EQUIPMENT DETECTED.""" |
Based on the provided notes, the engineer arrived at the property but found no one home, which indicates a missed appointment. The engineer was unable to complete a full investigation due to lack of access to the property.
Since the customer was not available for the scheduled appointment, this scenario falls under the "Chargeable Scenarios" category due to "Missed Appointments."
Therefore, the visit would be chargeable to the customer.
**Summary:**
- **Chargeable**: Yes
- **Reason**: Missed appointment (customer unavailable)
- **Date & Time**: Not provided in the notes. |
2025-06-12 08:57:23 |
Yes |
No one was home, but notes state Dis at 25 meters from pcp. External fault repaired |
| 78 |
Engineer note :=QBC Summary Start===Customer Report: End customer informed of connection issue.\n\n Actions to resolve: Engineer has resolved the fault at the end customer's equipment.There was a fault with the end customer's equipment / mis-operation.The fault was resolved by an advice given to the end customer.Customer's modem / router is plugged into the NTE master socket.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-06-10T10:24:51.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 10/06/2025.The test passed on 10/06/2025.===QBC Summary End== |
Based on the engineer's notes provided, the scenario can be classified as follows:
1. **Chargeable Scenario**: The engineer's notes indicate that the fault was caused by the end customer's equipment or mis-operation. Since the issue was due to the customer's equipment (e.g., modem/router) and the engineer had to provide advice to resolve it, this visit is chargeable to the customer.
2. **Date and Time**: The testing results show that a final test was performed on **June 10, 2025**, at **10:24:51**.
### Summary:
- **Visit Classification**: Chargeable
- **Date of Engineer Visit**: June 10, 2025
- **Time of Engineer Visit**: 10:24:51
The customer will be responsible for the charges associated with this visit due to customer-caused issues with their equipment. |
2025-06-11 08:29:26 |
No |
|
| 77 |
NOTES: 29/03/2025 11:06:00\n----------------------\nEngineer details\n\nEngineer name: Tyler,Fitzsimmons\n\n----------------------\nRing ahead information\n\nPrimary customer name:MR GRAHAM LARWOOD\nContact no:07423660749\nCall outcome:No answer (VM left if available)\nSecondary customer name:MR GRAHAM LARWOOD\nSecondary Contact no:01444811440\nCall outcome:No answer (VM left if available)\n\n-------------------------------\n\n\n(No manually entered closure notes)\n\nDuration of work beyond NTE\n0000\n\nDuration of work up to NTE\n0000\n\nTime work started\n29/03/2025 10:20\n\nName of the person to whom you tested and demonstrated at the premises.\nNa\n\nDid you get assistance from another engineer ?\nNo\n\nPlease confirm the line test was OK from the NTE ?\nYes === QBC Summary Start ===Customer Report: End customer advised there is a broadband issue.\n\n What was found: The line was noise free.No number porting issue is identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on 29/03/2025.Line was right when tested.Final FastTest completed.The test passed on 29/03/2025 11:03:50.=== QBC Summary End === |
Based on the provided notes for the engineer visit on 29/03/2025 at 10:20, the following analysis can be made:
### Summary of Findings:
- **Engineer Name:** Fitzsimmons, Tyler
- **Customer Name:** Mr. Graham Larwood
- **Date and Time of Visit:** 29/03/2025 at 10:20
- **Call Outcome:** No answer (voicemail left)
- **Test Results:** Line was noise-free, no issues identified with number porting, and all tests passed.
### Chargeability Assessment:
- **No Fault Found:** The engineer noted that the line was noise-free and all tests performed at the NTE were successful. There were no issues identified that could be attributed to the customer's equipment or setup.
- **Customer Availability:** The primary and secondary contact numbers both resulted in no answer, indicating potential missed appointments or unavailability for the scheduled visit.
### Conclusion:
This visit falls under the **Disputable Scenarios** due to the following reasons:
- **No Fault Found:** The engineer's notes indicate that the fault could not be identified during the visit, as all tests passed and there was no noise on the line. This necessitates further investigation to confirm the customer's concerns about the broadband issue.
- **Missed Appointments:** The engineer attempted to contact the customer but received no answer, which may suggest that the customer was unavailable for the appointment.
### Recommended Action:
- **Escalate the Case:** Further investigation is needed to clarify the situation. This may involve reviewing logs, gathering additional customer feedback, or verifying if there are any external factors affecting the service.
- **Gather Evidence:** Request any supporting evidence from the customer regarding the reported broadband issue, such as screenshots of the problem, specific times of occurrence, or any changes made to the setup.
Therefore, the visit is classified as **Disputable** until further clarification is obtained. |
2025-06-05 15:45:10 |
No |
|
| 76 |
"Hi, Openreach Reference: 4-1225021835008 is Closed & Completed KCI history: 24/02/2025 13:29:50 - Fault is Cleared and Closed - Exchange Main Distribution Frame - Jumpers or Terminations Engineer note : 24/02/2025 13:29:07 - QBC Summary Start===Customer Report: End customer informed us that broadband is not stable / intermittent.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with resistance within permissible range, but failed due to other parameters.\n\n Actions to resolve: Fault located in the exchange.A service effecting issue was identified on the Openreach MDF or jumpers.Renewed / reterminated faulty MDF jumper.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-02-24T12:10:16.Final FastTest completed.The test passed on 24/02/2025 12:31:55.===QBC Summary End TAM Test is passing. TAM: Item Value Fault Report Advised : N Main Fault Location : OK Test Outcome : Pass Line Stability : Stable Network Stability : Stable Stability Statement : Diagnosis Code : T302 Openreach Test Reference : blp10429129:25464931 IP: Subscriber has been successfully issued an IP of 92.19.19.222 Authlogs:24/02/2025 14:47:26 Access-Accept North MSAN-MRARD-1a atm 0/32/0/0:0.38 nge001.bla MSAN-MRARD-1a atm 0/32/0/0:0.38 01615126948@hometelecom.online 01615126948@hometelecom.online Line History:144 24/02/2025 13:38:53 SI_6_24M 11584 1168 9975 7.8 41.0 20.0 1020 5 2769 0 0 Please retest and if the fault still persists, please reopen the ticket so that we can progress this for you if required. Kind regards, Lalit. Thanks LS - Supervisor 24/02/2025 12:26:28 Service Desk Hi," |
Based on the provided engineer's notes and the details of the visit, the determination is as follows:
**Visit Date and Time:** 24/02/2025 (Engineer arrived at 13:29:07)
**Chargeability Assessment:**
- **Faults Outside Customer’s Property:** The issue was identified as located in the exchange, specifically related to the Openreach Main Distribution Frame (MDF) and faulty jumpers.
- **Genuine Faults Found:** The engineer successfully identified and resolved a fault that was not caused by the customer, as the problem was within the network infrastructure.
Given this information:
**Decision:** **Non-Chargeable Visit**
The engineer's visit was necessary due to a fault outside of the customer's property and was resolved efficiently. There are no indications of customer-caused issues or errors that would lead to charges. |
2025-06-05 15:40:48 |
No |
|
| 75 |
Hi, The recent engineering visit was completed. The engineer notes and findings are: Clear description: Local access network between Exchange and End User; Fault rectified in underground D Side network; Protection Unit/Jointing Post. Point Of Intervention notes Between this point...\n- Location: Kirn brae \n- Work Point: JRC11 \nAnd this point...\nPlant details...\n- Plant affected: JNT50 \n- Plant type: UCJ \nMultiple Intervention?: N===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection. Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected. XDSL test not carried out due to no sync. There was no REIN issue identified. Initial test results: PQT test not carried out. There was no line / dial tone.FastTest performed. The test passed on 30/05/2025. What was found: Openreach network fault. Actions to resolve: Fault identified in D-side between PCP and DP. Resolved issue in joint. Actions to resolve: D-side underground network upgraded. Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found. Engineer has not provided / replaced NTE. Engineer has not provided / replaced SSFP.Engineer has found issue with CP / end customer equipment and advised end customer to contact CP to get it resolved. Engineer hasn't found any issue with extension wiring. Additional information: Engineer has proved a working connectivity to end customer .Router faulty and replacement router required from the CP Engineer has completed the handover with MISS Rowan Taylor.Customer's modem / router is plugged into the NTE master socket. Advice given to end customer: Optimal speed already achieved. Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate. The test passed with amber parameters on 2025-05-30T10:33:22. Final alternate test results: xDSL test performed at the NTE / NTP. xDSL test indicated line was OK on 30/05/2025.Final FastTest completed. The test passed on 30/05/2025.===QBC Summary End=== Any charges will be added to your invoice. Should you wish to dispute, please advise within 14 days from receiving a billing notification by raising a billing case on the Giacom Portal with the following information: Date of invoice Date of visit CLI number Amount Reason for dispute Please retest the connection and advise if you require any further assistance. Thanks Gareth |
Based on the provided engineer visit notes and findings, the determination is as follows:
**Date of Visit:** 30/05/2025
### Assessment:
1. **Fault Identification:**
- The engineer identified a network fault in the D-side between the PCP and DP, which was rectified.
- The engineer found that the customer's router was faulty and advised the customer to contact their Communication Provider (CP) for a replacement.
2. **Outcome of Tests:**
- The initial xDSL test could not be carried out due to no sync, but subsequent tests indicated that the line was OK after the fault was resolved.
- Final tests showed that connectivity to the end customer was achieved, confirming that the engineer's work rectified the initial issue.
### Conclusion:
- **Non-Chargeable Visit:** The fault was identified and resolved on the Openreach network, which is outside the customer's property responsibility. The visit was necessary due to a genuine fault found in the network, and the customer was advised on the issue with their equipment.
### Final Note:
- No charges should be added to the invoice as the visit is classified as non-chargeable due to the fault being external to the customer's property and not caused by customer error.
- If the customer wishes to dispute any potential charges, they should do so within 14 days of receiving the billing notification.
### Recommendation:
Advise the customer to monitor their broadband connection and inform them that if issues persist, they should follow the provided guidance for further assistance. |
2025-05-31 09:45:32 |
No |
|
| 74 |
Good Afternoon, Openreach Ref - 4-1226104181098 We have performed the diagnostics on the line and below are the updates on the action taken and next steps. Steps / diagnostics done: Service Test Next Action : The fault has been cleared please retest and re-open the ticket if the issue still persists providing a site contact name/number, site access times and confirmation that TRCs are accepted in order for us to progress with an SFI engineer task Openreach Engineer Notes: 30/05/2025 11:59:18 3N69 3300 Fault is Cleared and Closed N Service Specific front plate (SSFP) changed/repaired. QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.XDSL test not carried out due to no sync.There was no REIN issue identified.\n\n Initial test results: PQT test not carried out.There was no line / dial tone.FastTest performed.The test passed on 30/05/2025.\n\n Actions to resolve: Fault identified at the NTE / NTP.This was caused by a faulty NTE / SSFP.Engineer replaced.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Thomas Shaw.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-05-30T11:52:49.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 30/05/2025.Final FastTest completed.The test passed on 30/05/2025.===QBC Summary End Test result (NGA Service Test) : Pass Conclusion : Fault has been resolved Kind Regards, Anjali V. |
Based on the provided details from the Openreach engineer's notes regarding the visit on 30/05/2025, here is the assessment:
### Engineer Visit Details:
- **Date of Visit:** 30/05/2025
- **Time of Visit:** 11:59:18
- **Reference Number:** 4-1226104181098
### Summary of Findings:
- The engineer identified a fault at the NTE/SSFP (Network Termination Equipment / Service Specific Front Plate) which was caused by a faulty SSFP.
- The engineer replaced the faulty SSFP and confirmed that there were no issues with the customer’s modem/router, extension wiring, or any other related equipment.
- Final tests indicated that the line was operational and connectivity to the end customer was established successfully.
- The fault has been cleared, and the case has been closed.
### Chargeability Assessment:
- **Non-Chargeable Visit:** The visit is classified as non-chargeable since the fault was related to equipment (SSFP) that was not caused by the customer but rather was resolved by the engineer during the visit. The fault was identified and rectified successfully, and there were no indications of customer-caused damage or errors.
### Conclusion:
The engineer visit on 30/05/2025 is **non-chargeable** to the customer as the fault was resolved and not caused by customer actions.
Please let me know if you need further clarification or assistance! |
2025-05-31 09:02:19 |
No |
|
| 73 |
OR latest Update / Engineer note: ==QBC Summary Start===Customer Report: End customer informed us their broadband speed is not achieving predicted speed.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with no errors and achieving predicted speed on 27/05/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on 27/05/2025.\n\n What was found: Openreach network fault.\n\n Actions to resolve: Fault identified at the NTE / NTP.This was shown by visible signs of damp / corrosion within NTE / BT / LJU / front plate.Engineer replaced.Engineer has not done anything with star wiring / bridge taps / power line technology.No star wiring / bridge taps / power line technology issues found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn`t found any issue with modem / router.Engineer hasn`t found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer Mr Rhys McCallum.Engineer has completed the handover with Mr Rhys McCallum.Customer`s modem / router is plugged into the NTE master socket.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-05-27T10:37:37.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 27/05/2025.Final FastTest completed.The test passed on 27/05/2025 11:03:35.===QBC Summary End=== |
Based on the provided engineer's notes, here is the analysis:
**Date and Time of Visit:**
- Engineer visit was on 27/05/2025.
**Summary of Findings:**
- The customer reported broadband speed issues.
- Initial xDSL tests at the master NTE showed stable connection and predicted speeds.
- No REIN issue was identified.
- A fault was found at the NTE due to damp/corrosion, which was resolved by the engineer.
- The engineer did not find any issues with the customer's equipment (modem/router, extension wiring) or other potential problems (star wiring, bridge taps).
- The engineer confirmed working connectivity to the customer after the repairs.
**Classification:**
- **Non-Chargeable Visit:** The fault was identified as an Openreach network fault, which is outside the customer’s responsibility. The issue was not caused by the customer, and the engineer corrected the fault.
In conclusion, this visit is classified as **non-chargeable** to the customer. |
2025-05-28 08:35:28 |
No |
|
| 72 |
Good afternoon, Please see the Openreach engineer notes. Openreach ref: 3-1228115327116 INC000100913256 SGEA92438656 SOGEA Closed Completed KCI : 29/04/2025 09:52:22 3N69 3300 Fault is Cleared and Closed N Communication Provider Domain - Issue OR Note: ===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with no errors and achieving predicted speed on 29/04/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on .\n\n What was found: Authentication issue in CP domain.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer has found issue with modem / router and made configuration changes to resolve the issue.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer Charlie Ayres.Engineer has completed the handover with Charlie Ayres.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-04-29T09:00:14.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 29/04/2025.Final FastTest completed.The test passed on 29/04/2025.===QBC Summary End=== Test details: NGA test is passing. TestDescription GEA service test completed and no fault found . MainFaultLocation OK Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, Pallavi W. |
Based on the provided engineer notes for Openreach reference 3-1228115327116, the following assessment can be made:
**Date of Visit:** 29/04/2025
**Time of Visit:** 09:00 - 09:52
**Summary of Findings:**
- The customer reported no broadband connection.
- Initial xDSL tests performed at the master NTE/SSFP showed stable connection with no errors and achieving predicted speeds.
- The engineer identified an authentication issue in the Communication Provider (CP) domain.
- The engineer did not make any changes to the star wiring, bridge taps, or replace any equipment (NTE or SSFP).
- The engineer confirmed that the customer’s modem/router was the source of the issue and made configuration changes to resolve it.
- All tests performed (including final tests) indicated that the line was okay.
**Determination of Chargeable Status:**
- This visit is **non-chargeable** as the fault was found to be related to the customer’s equipment (modem/router) rather than any external or infrastructure issues. The engineer resolved the issue by making configuration changes to the customer's modem/router.
However, as there is a note regarding the potential need for the customer to retest and reopen the ticket if the fault persists, further monitoring may be required.
**Conclusion:**
The visit on 29/04/2025 is assessed as **non-chargeable** to the customer. |
2025-04-30 07:17:00 |
No |
|
| 71 |
20/12/2024 16:42:00\n----------------------\nEngineer details\n\nEngineer name: Mark,Jones\n\n----------------------\nRing ahead information\n\nPrimary customer name:SUSAN HUGHES\nContact no:01588620130\nCall outcome:No answer (VM left if available)\nCall outcome to secondary contact no: Not able to ring ahead due to unusable contact details (missing / incorrect / faulty line)\n\n\n-------------------------------\n\n\n(No manually entered closure notes)\n2024-12-20T16:42:00 - \n\n\n(no closure notes!)\n\n\n Did you replace the NTE and why ? - Did not replace\nHave you successfully demonstrated connectivity to the NTE ? - Yes\nDid all the connections, extensions and DSL filters meet the minimum standards ? - Yes\nHave you conducted a sync test (modem light on) ? - Yes\nWhat was the result of the initial pair quality test ? - Pass\nDid you complete the Frames module ? - No\nDid you complete the Network module ? - No\nDid you complete the Base module ? - Yes\nDid you complete the end customer Premises Wiring Module ? - No\nDid you complete the end customer Premises Equipment Module ? - No===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial test results: PQT test not carried out.Test head was unavailable.FastTest performed.The test passed on 20/12/2024 10:30:30.\n\n Actions to uplift Openreach / customer network: Investigated the network and no further work required.\n\n Advice given to end customer: Optimal speed already achieved.\n\n Final test results: Unable to / did not perform final PQT.Final FastTest completed.The test passed on 20/12/2024 16:31:25.===QBC Summary End=== |
Based on the provided information, the engineer's visit on **20/12/2024 at 16:42** appears to fall into the **Disputable Scenarios** category. Here’s the reasoning:
1. **No Fault Found**: The notes indicate that there was an initial report of no broadband connection, but the engineer did not perform a complete PQT (Pair Quality Test) and did not provide closure notes detailing any identified faults. The lack of closure notes makes it difficult to determine whether a legitimate fault was found or if the issue was unresolved.
2. **Conflicting Reports**: The customer reported a lack of broadband connectivity, but the engineer's tests indicate they performed a FastTest that passed. However, the absence of comprehensive notes leaves room for conflicting interpretations regarding the actual state of the service.
3. **Further Investigation Needed**: Given that the engineer noted that "no further work [was] required" but also did not conduct all necessary tests, there is a need for escalation to gather more information and clarify the situation.
### Conclusion:
The case should be treated as **disputable** until further investigation is conducted. It is recommended to request full engineer notes and any additional supporting evidence to clarify the circumstances surrounding the visit.
**Date of Visit**: 20/12/2024
**Time of Visit**: 16:42
**Engineer Name**: Mark Jones
**Customer Name**: Susan Hughes
**Contact Number**: 01588620130
### Next Steps:
- Escalate the case for review and request full engineer notes.
- Gather any additional evidence or customer feedback that might clarify the issue. |
2025-04-26 09:32:42 |
No |
|
| 70 |
Fault Clear Notes: Nameservers germanya Fault Type* Reseller WHM Error Codes whm |
Based on the provided notes, it appears that there are no specific details regarding an engineer's visit, fault identification, or customer disputes. As such, I cannot classify the visit as chargeable, non-chargeable, or disputable.
For a proper classification, please provide more context or specific scenarios related to an engineer's visit, such as the nature of the fault, details from the engineer's notes, or any customer disputes that may have arisen. |
2025-04-26 09:27:46 |
No |
|
| 69 |
Good afternoon, Openreach Ref -3-1227565990068 INC000100899871 SGEA92198864 SOGEA Closed Completed We have performed the diagnostics on the line and below are the updates on the action taken and next steps. Steps / diagnostics done: Service Test Next Action : The fault has been cleared please retest and re-open the ticket if the issue still persists providing a site contact name/number, site access times and confirmation that TRCs are accepted in order for us to progress with an SFI engineer task KCI update: 11/04/2025 11:47:39 3N69 3300 Fault is Cleared and Closed N Communication Provider Domain - End Customer Domain Issue Openreach Engineer Notes: =QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with no errors and achieving predicted speed on 11/04/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at PCP / SCP.The test passed on .Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has provided / replaced NTE because upgradation of NTE is required.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer has found customer mis-operation and corrected it.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer Mr Michael Wilson.Engineer has completed the handover with Mr Michael Wilson.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-04-11T11:13:12.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 11/04/2025.Final FastTest completed.The test passed on 11/04/2025.===QBC Summary End=== Test result (Service Test) : Pass Conclusion : Fault has been resolved Kind Regards, Sahil M. |
**Engineer Visit Summary:**
- **Reference Numbers:**
- Openreach Ref: 3-1227565990068
- INC: INC000100899871
- SGEA: SGEA92198864
- **Service Type:** SOGEA
- **Status:** Closed and Completed
- **Date and Time of Visit:** 11/04/2025 at 11:47:39
**Summary of Findings:**
- The customer reported no broadband connection.
- Initial xDSL test showed a stable connection with no errors and achieved the predicted speed.
- No REIN issues were identified.
- The engineer provided and replaced the NTE and SSFP due to required upgrades.
- A customer mis-operation was corrected by the engineer.
- The engineer confirmed that the customer's modem/router was correctly plugged into the NTE master socket.
- Final tests confirm that the fault has been resolved.
**Chargeability Assessment:**
- **Non-Chargeable Visit:** The engineer found no customer-caused issues and successfully resolved the fault, indicating that this visit is non-chargeable. The fault was on the service provider's side, and the customer did not cause any damage or issue.
**Conclusion:**
This engineer visit is categorized as **non-chargeable** based on the findings that the fault was resolved without any customer-caused damage or errors. |
2025-04-12 09:08:30 |
No |
|
| 68 |
49 Knights Road Bournemouth BH11 9SY 36 Northumberland Avenue Doncaster Doncaster DN26NT "31, Leander Road Hull Yorkshire HU9 4SR" " 72, Ashdene Close Hull Yorkshire HU10 6LW" "4 Falstaff Close Eynsham Witney OX29 4QA" Hilderstone Lodge Hilderstone Stone Staffordshire ST15 8SQ 35 Halfleet Market Deeping Peterborough PE6 8DB Flat 2 218, Capstone Road Bournemouth BH8 8RX Flat 5a 33, Nottingham Place London W1U 5LR Flat 4 118, Osmaston Road Derby DE1 2RD 1/l 70, South Methven Street Perth PH1 5NX 40, Cranmer Street Nottingh |
Sure! Here’s the table breaking down the addresses:
| Address Line 1 | Address Line 2 | Address Line 3 | City/Town | Postcode |
|-------------------------------------|---------------------|----------------|--------------------|-----------|
| 49 Knights Road | | | Bournemouth | BH11 9SY |
| 36 Northumberland Avenue | | | Doncaster | DN2 6NT |
| 31, Leander Road | | | Hull | HU9 4SR |
| 72, Ashdene Close | | | Hull | HU10 6LW |
| 4 Falstaff Close | | Eynsham | Witney | OX29 4QA |
| Hilderstone Lodge | | Hilderstone | Stone | ST15 8SQ |
| 35 Halfleet | | Market Deeping | Peterborough | PE6 8DB |
| Flat 2 218, Capstone Road | | | Bournemouth | BH8 8RX |
| Flat 5a 33, Nottingham Place | | | London | W1U 5LR |
| Flat 4 118, Osmaston Road | | | Derby | DE1 2RD |
| 1/l 70, South Methven Street | | | Perth | PH1 5NX |
| 40, Cranmer Street | | | Nottingham | |
Please note that the postcode for "36 Northumberland Avenue Doncaster Doncaster DN26NT" seems to have an error in the formatting. The correct postcode should be "DN2 6NT" based on the standard postal format for Doncaster. Let me know if you need any further assistance! |
2025-04-07 11:41:54 |
No |
|
| 67 |
49 Knights Road Bournemouth BH11 9SY 36 Northumberland Avenue Doncaster Doncaster DN26NT "31, Leander Road Hull Yorkshire HU9 4SR" " 72, Ashdene Close Hull Yorkshire HU10 6LW" "4 Falstaff Close Eynsham Witney OX29 4QA" Hilderstone Lodge Hilderstone Stone Staffordshire ST15 8SQ 35 Halfleet Market Deeping Peterborough PE6 8DB Flat 2 218, Capstone Road Bournemouth BH8 8RX Flat 5a 33, Nottingham Place London W1U 5LR Flat 4 118, Osmaston Road Derby DE1 2RD 1/l 70, South Methven Street Perth PH1 5NX 40, Cranmer Street Nottingh |
Here is the breakdown of the provided addresses in the specified format:
| Address Line 1 | Address Line 2 | Address Line 3 | City/Town | Postcode |
|------------------------------------|---------------------|----------------|--------------------|------------|
| 49 Knights Road | | | Bournemouth | BH11 9SY |
| 36 Northumberland Avenue | | | Doncaster | DN2 6NT |
| 31 Leander Road | | | Hull | HU9 4SR |
| 72 Ashdene Close | | | Hull | HU10 6LW |
| 4 Falstaff Close | | | Eynsham | OX29 4QA |
| Hilderstone Lodge | | Hilderstone | Stone | ST15 8SQ |
| 35 Halfleet | | | Market Deeping | PE6 8DB |
| Flat 2 218 Capstone Road | | | Bournemouth | BH8 8RX |
| Flat 5a 33 Nottingham Place | | | London | W1U 5LR |
| Flat 4 118 Osmaston Road | | | Derby | DE1 2RD |
| 1/l 70 South Methven Street | | | Perth | PH1 5NX |
| 40 Cranmer Street | | | Nottingham | |
Please note that the formatting of some addresses might require additional adjustments based on local conventions or specific requirements. The postcode for "36 Northumberland Avenue" was adjusted to "DN2 6NT" based on common formatting practices. |
2025-04-07 11:39:56 |
No |
|
| 66 |
Good evening, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes. Sync IP address from supportal : Chipset Ok Auth logs : 04/04/2025 16:17:29 Access-Accept North MSAN-CMGREB-1a atm 0/29/0/4:0.38 nge002.wol MSAN-CMGREB-1a atm 0/29/0/4:0.38 01216792292@hometelecom.co.uk 01216792292@hometelecom.co.uk 04/04/2025 14:07:00 Access-Accept North MSAN-CMGREB-1a atm 0/29/0/4:0.38 nge002.wol MSAN-CMGREB-1a atm 0/29/0/4:0.38 01216792292@hometelecom.co.uk 01216792292@hometelecom.co.uk Data Port:4 Activating 04/04/2025 20:17:16 SI_6_8M 1 0 Up 30/03/2025 08:04:36 SI_6_24M 1 Line History:143 04/04/2025 19:17:36 SI_6_8M 19100 1116 8192 21.1 23.0 8.0 1020 5 0 0 0 142 04/04/2025 18:17:26 SI_6_8M 19188 1120 8192 21.3 23.0 8.0 1020 0 0 0 0 Openreach Reference: 3-1227513564266 15390017 LLCM0855699 MPF Closed Completed KCI history: 04/04/2025 16:19:49 3N69 3300 Fault is Cleared and Closed N RWT - Customer Premises Engineer note: =Customer Report: End customer informed us of a wi-fi issue.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on 04/04/2025.\n\n Actions to uplift Openreach / customer network: Investigated the network and no further work required.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-04-04T13:51:43.Final Eclipse test performed at the NTE.The test passed on 04/04/2025 16:16:05.===QBC Summary End=== TAM test details: Pass Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, Rahiman P. |
Based on the provided engineer notes and the information given, here’s the classification of the visit:
**Date and Time of Visit:** 04/04/2025
**Engineer Notes Summary:**
- The customer reported a Wi-Fi issue.
- Initial tests performed at the NTE (Network Termination Equipment) backplate passed.
- No further work was required on the Openreach/customer network.
- The engineer advised that there may be an issue with the customer's equipment (EC equipment/Wi-Fi) and suggested contacting the Communication Provider (CP).
- Final tests also passed.
**Classification:**
- **Non-Chargeable Visit:** The engineer did not find a fault within the Openreach network and indicated that the issue might be with the customer's equipment rather than the service provided. The fault was cleared, and no additional work was needed from Openreach's side.
Further action recommended for the customer is to check their equipment and retest. If the issue persists, they should reopen the ticket with access times and dates for further investigation.
Please let me know if you need any additional information or clarification! |
2025-04-05 10:31:30 |
No |
|
| 65 |
Openreach Engineering Notes:ulty.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with amber parameters on .Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Lady Cooper.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the NTE back plate.FED has been connected at the PCP.The test passed with amber parameters on 2025-04-04T10:27:55.\n\n Final alternate test results: xDSL test performed at the modem.xDSL test indicated line was OK on 04/04/2025.Final FastTest completed.The test passed on 04/04/2025. |
**Visit Summary:**
- **Date and Time of Visit:** 04 April 2025, 10:27:55
- **Engineer’s Findings:**
- No REIN issue identified.
- Initial test results (PQT) at NTE back plate passed with amber parameters.
- No issues found with star wiring, bridge taps, VRI, or power line technology.
- No replacement of NTE or SSFP performed by the engineer.
- No issues found with modem/router or extension wiring.
- Connectivity to the end customer was successfully established.
- Final test results (PQT) passed with amber parameters.
- Final xDSL test indicated line was OK and passed on the same date.
**Classification:**
- **Disputable Visit:** The engineer's notes indicate that no faults were found, but further investigation may be required since the tests passed with amber parameters, which may suggest underlying issues. This situation necessitates further clarification and potential escalation for a comprehensive review of the circumstances. |
2025-04-05 08:50:45 |
No |
|
| 64 |
NOTES: 29/03/2025 11:06:00\n----------------------\nEngineer details\n\nEngineer name: Tyler,Fitzsimmons\n\n----------------------\nRing ahead information\n\nPrimary customer name:MR GRAHAM LARWOOD\nContact no:07423660749\nCall outcome:No answer (VM left if available)\nSecondary customer name:MR GRAHAM LARWOOD\nSecondary Contact no:01444811440\nCall outcome:No answer (VM left if available)\n\n-------------------------------\n\n\n(No manually entered closure notes)\n\nDuration of work beyond NTE\n0000\n\nDuration of work up to NTE\n0000\n\nTime work started\n29/03/2025 10:20\n\nName of the person to whom you tested and demonstrated at the premises.\nNa\n\nDid you get assistance from another engineer ?\nNo\n\nPlease confirm the line test was OK from the NTE ?\nYes === QBC Summary Start ===Customer Report: End customer advised there is a broadband issue.\n\n What was found: The line was noise free.No number porting issue is identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on 29/03/2025.Line was right when tested.Final FastTest completed.The test passed on 29/03/2025 11:03:50.=== QBC Summary End === |
**Visit Assessment:**
- **Date and Time of Engineer Visit:** 29/03/2025, 10:20 AM - 11:06 AM
- **Engineer Name:** Fitzsimmons Tyler
- **Customer Name:** Mr. Graham Larwood
- **Contact Numbers:** 07423660749 (Primary), 01444811440 (Secondary)
**Engineer Notes Summary:**
- The customer reported a broadband issue.
- The line was tested and found to be noise-free with no number porting issues.
- Initial test results indicated that the line was right when tested.
- The FastTest passed on 29/03/2025 at 11:03:50.
**Assessment Outcome:**
- **Chargeable or Non-Chargeable:** **Disputable**
- **Reason:** The notes indicate a "No Fault Found" situation since the engineer did not identify any issues with the line. However, further investigation is needed to clarify the customer's reported broadband issue. There were no manually entered closure notes that could provide additional context.
**Next Steps:**
- Escalate for further investigation to clarify the situation and verify if there were any underlying issues or if the customer's report was valid. Supporting evidence may be required to make a conclusive determination. |
2025-03-29 12:03:42 |
No |
|
| 63 |
Good Afternoon, We have performed the diagnostics on the line and below are the latest details Openreach Ref - 3-1227293154776 INC000100893593 OGEA16796049 Generic Ethernet Access - FTTP Open Cleared KCI : 28/03/2025 10:47:23 1B81 4150 Response Required - Fault Report Cleared Y Internal Fibre Patch Cable We have performed the diagnostics on the line and below are the updates on the action taken and next steps. Steps / diagnostics done: Service Test Next Action : The fault has been cleared please retest and re-open the ticket if the issue still persists providing a site contact name/number, site access times and confirmation that TRCs are accepted in order for us to progress with an SFI engineer task Openreach Engineer Notes: =QBC Summary Start===End customer advised engineer that Internet was not working.Engineer has identified the issue at Cable & Track Joint (CSP-ONT)with its cable,which was faulty.Engineer replaced the entire cable.Possible issue with customer equipment/Wi-Fi.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm.===QBC Summary End== Test result (Service Test) : Pass Conclusion : Fault has been resolved Kind Regards, Sejal G. |
Based on the provided details, here is the assessment of the engineer’s visit:
1. **Date and Time of Visit**: Not explicitly mentioned in the notes; requires further clarification on the exact date and time.
2. **Engineer’s Findings**:
- The customer reported that the internet was not working.
- The engineer identified a fault at the Cable & Track Joint (CSP-ONT) with its cable and replaced the entire cable.
- A possible issue with customer equipment/Wi-Fi was also noted.
- The final light level reading indicates the issue was resolved as the readings were within acceptable limits.
3. **Classification of Visit**:
- **Non-Chargeable**: The fault was identified and rectified by the engineer within the service boundary, and it was not caused by customer damage or error. The fault was resolved, indicating that the visit was necessary and beneficial.
4. **Next Steps**:
- Customer is advised to retest the service and reopen the ticket if the issue persists, providing necessary contact details for further investigation if required.
5. **Recommendation**:
- It would be prudent to follow up with the customer to confirm if the issue has been fully resolved post-visit.
In summary, the engineer's visit is classified as **Non-Chargeable** as the fault was found and fixed within the service area, and there was no indication of customer-cause damage or error. Further clarification on the date and time of the visit is recommended for complete records. |
2025-03-29 10:55:54 |
No |
|
| 62 |
Good Afternoon, We have performed the diagnostics on the line and below are the latest details and next steps. Findings/ Test Performed:-The OR ref 3-1227187971450 Status is Open and Cleared. Actions Taken:- The fault has been cleared please retest and re-open the ticket if the issue still persists providing a site contact name/number, site access times and confirmation that TRCs are accepted in order for us to progress with an SFI engineer task Escalation Details:- NA KCI History : 25/03/2025 01:02:38 1B81 4150 Response Required - Fault Report Cleared Y Exchange Fibre - Optical Line Termination Card towards Openreach Splitter Openreach Engineering Notes on HUD :- 25/Mar/2025 00:44INCIDENT This Trouble Report is now unlinked from a Openreach Proactive Infrastructure Event AF-IE-2672177099 MSO Details : Product – GEA-Cablelink Reference number – AF-IE-2672177099 Openreach reference number – 4-1225575377669 Notification type – MSO Category – P1 Status – Closed SubStatus – Converted to NSA Title – Fibre - Hardware Failure - IL2S - BAAMVM-CP1 - York - YO Exchange AreaCode – YO Exchange AreaName – York Postcode of the affected primary equipment – YO1 7NT Description – Hardware Failure Start time - 13/03/2025 13:36:56 Estimated completion time - 15/03/2025 03:00:18 End time – 14/03/2025 00:40:23 MBORC – N Extended Outage Reason – Current Situation – Platform - Openreach-SFFA Conclusion:-Please retest with the customer in supportal it showing as Subscriber has not attempted authenticationi Test result (Service test):- Pass * Line test reference:or_nga_blp10429091:12718325989 Test outcome:Pass Test outcome code:GTC_FTTP_SERVICE_1010 Test outcome description:Service is working - problem with ONT connection to router. Check cable is in place and connected to router WAN port. Confirm correct ONT port in use. If a mis-matched ONT serial number is suspected submit a fault following appropriate process. Supplementary information: Fault location:OK Appointment required:N |
Based on the provided information, here is the analysis of the engineer's visit for broadband services:
### Date and Time of Visit
- **Date:** 25/03/2025
- **Time:** 00:44 (engineer notes entry time)
### Findings
- The initial fault reported has been cleared.
- The line test indicates that the service is working, but there is a problem with the ONT (Optical Network Terminal) connection to the router.
- The customer is advised to check the cable connections and confirm the correct ONT port is in use.
### Chargeability Assessment
The visit can be classified as **Chargeable** based on the following reasoning:
- The issue appears to be related to the customer's equipment (specifically, the ONT connection to the router).
- There is an indication that the customer may not have attempted proper authentication, which suggests potential customer-caused error.
### Conclusion
- **Chargeable Status:** Yes, due to potential customer error in the ONT connection to the router.
- **Next Steps:** The customer should retest the connection and ensure all equipment is correctly set up. If the issue persists, a follow-up visit may be required.
This assessment is based on the current notes and findings. If there are any additional details or changes from the customer regarding the situation, those should be taken into consideration for further evaluation. |
2025-03-29 10:41:36 |
No |
|
| 61 |
Hello Scott, Hope you are doing well. Please be advised that, as per OR portal notes from engineer states that incorrect address customer informed that she had moved moved address to 49 A Old Street Ashton under Lyme OL6 6BB. This task needs to be ceasing and re providing with the correct address. However, the order is placed at incorrect address and we are unable to changed it to new address. Please can you check and confirm with confirm with EU if we should go ahead with cancellation of this order. Regards, Iermaiya |
Based on the provided information, this scenario appears to involve an incorrect address provided by the customer. Here’s how it fits into the outlined categories:
1. **Chargeable Scenarios**: No chargeable scenarios apply here since there is no indication of customer-caused damage, wasted callouts, incorrect engineer booking that resulted in an engineer's visit, or missed appointments.
2. **Non-Chargeable Visits**: The scenario does not fit into non-chargeable visits either, as it involves an address error rather than a fault with the service.
3. **Disputable Scenarios**: The situation could be considered disputable because it may require further investigation regarding the address provided by the customer. It’s essential to clarify whether the customer was indeed informed about the move to the new address or if there was a miscommunication.
**Recommendation**: Proceed with confirming the situation with the customer and EU, and consider canceling the order at the incorrect address. Ensure that all communications are documented, and gather any evidence regarding the address change, as it may affect any potential charges or further actions.
**Date and Time**: There was no specific date and time mentioned in your notes, but it might be helpful to include that in your communications for clarity.
Please let me know if you need further assistance! |
2025-03-28 16:30:27 |
No |
|
| 60 |
Please find the update from our supplier below. Can you confirm access times so that this can be booked? "Notes :26/03/2025 15:55:00\n----------------------\nEngineer details\n\nEngineer name: Andrew,Clayton\n\n----------------------\nRing ahead information\n\nPrimary customer name:MR Louis Bhabra\nContact no:07471204814\nCall outcome:No answer (VM left if available)\nCall outcome to secondary contact no: Not able to ring ahead due to unusable contact details (missing / incorrect / faulty line)\n\n\n-------------------------------\n\nIncomplete task summary\n\nAccess to premises is required to complete the job. \n \n\n----------------------\nMore details\nAccess to premises \n \nAccess needed To resolve a fault proven internally(LTOK - other issue). \n\n----------------------\nWork done\n\nThe line is proven and tagged to the Last accessible point. \nLine proven to location:- [See map location](http://maps.google.com/maps?t=m&geocode=&q=53.474128,-3.019047&z=15) \nThe following have been confirmed as working OK:PCP / SCP terminations \n\n----------------------\nNotes from engineer:\nSome to eu as he been having issues with this line all tests in sync 80/20 but previous engineer proved to last point with sync and session but still not working in flat eu is not available today and will need a new appointment raising. Regards Rosh |
Based on the provided notes from the supplier regarding the engineer's visit on 26/03/2025 at 15:55, here is the evaluation:
### Summary of Visit:
- **Engineer Name:** Clayton Andrew
- **Date & Time of Visit:** 26/03/2025, 15:55
- **Customer Name:** Mr. Louis Bhabra
- **Contact Number:** 07471204814
- **Call Outcome:** No answer (voicemail left)
- **Secondary Contact:** Unable to ring ahead due to unusable contact details
### Access Requirement:
- **Access to Premises:** Required to complete the job.
- **Fault Type:** Internally proven fault (LTOK - other issue).
### Current Work Status:
- The line has been proven and tagged to the last accessible point. The engineer confirmed that the PCP/SCP terminations are working correctly.
- Previous engineers have noted issues with the line, but it still requires access to resolve the current fault.
### Conclusion:
Access to the premises is necessary for the completion of the job due to the ongoing issues with the line. It is recommended to confirm access times with Mr. Bhabra to schedule a new appointment for the engineer to resolve the fault.
### Next Steps:
Please confirm suitable access times with Mr. Louis Bhabra to allow the engineer to complete the necessary work. |
2025-03-28 11:47:34 |
No |
|
| 59 |
Good afternoon, We have performed the diagnostics on the line and below are the latest details and next steps. Service test is passing and Fault resolved. Openreach have now resolved the fault, Please see the engineers notes below and retest. Openreach reference: 3-1227222691635,Closed and Completed KCI History:26/03/2025 10:21:54 1B81 4150 Response Required - Fault Report Cleared Y Primary Cross Connection Point Openreach engineer update: 26/03/2025 10:21:36 Task completed with service restored at customers end.\nSGEA80002825, GEA service test completed and no fault found. Download Speed: 76.4Mbit/s Upload Speed: 20.0Mbit/sWriteback line test: GEA service test completed and no fault found. Please retest the network. Kind Regards, Sapana T. |
Based on the provided information, the scenario appears to fall under the "Non-Chargeable Visits" category. Here’s the breakdown:
- The Openreach engineer performed diagnostics and confirmed that the fault has been resolved.
- The engineer's notes indicate that the service test was completed with no fault found, and service was restored at the customer's end.
- There are no indications of customer-caused damage, wasted callouts, or missed appointments.
**Conclusion:**
- **Decision:** Non-Chargeable Visit
- **Date and Time of Visit:** 26/03/2025 at 10:21:36
If there are any further questions or details needed, please let me know! |
2025-03-28 10:07:30 |
No |
|
| 58 |
Good evening, Please see the Openreach engineer notes. Openreach ref: 3-1227266397778 INC000100892859 SGEA91926122 SOGEA Closed Completed KCI : 27/03/2025 16:33:06 3N69 3300 Fault is Cleared and Closed N Communication Provider Domain - End Customer Domain Issue OR Note: ===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.XDSL test not carried out due to no sync.There was no REIN issue identified.\n\n Initial test results: PQT test not carried out.There was no line / dial tone.FastTest performed.The test passed on 27/03/2025.\n\n Actions to resolve: Fault identified at the NTE / NTP.This was shown by visible signs of damp / corrosion within NTE / BT / LJU / front plate.Engineer replaced.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has provided / replaced NTE because NTE damp / corrosion.Engineer has not provided / replaced SSFP.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-03-27T15:53:44.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 27/03/2025.Final FastTest completed.The test passed on 27/03/2025.===QBC Summary End=== Test details: NGA test is passing. TestDescription GEA service test completed and no fault found . MainFaultLocation OK Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, Pallavi W. |
Based on the provided engineer notes for the Openreach visit, the following conclusions can be drawn:
**Date and Time of Visit:**
- KCI Date: 27/03/2025
- Time: 16:33:06
**Summary of Findings:**
- Customer reported no broadband connection.
- Initial xDSL tests could not be performed due to no sync.
- No REIN (Repetitive Electrical Interference) issues identified.
- The fault was identified at the NTE (Network Termination Equipment) due to visible signs of damp and corrosion.
- The engineer replaced the NTE but found no issues with the customer's modem/router or extension wiring.
- Final tests indicated that connectivity was restored, and all tests passed.
**Classification:**
- **Chargeable or Non-Chargeable:** The visit should be classified as **non-chargeable** because the fault was caused by an issue (damp/corrosion) with the NTE, which is the responsibility of the service provider to maintain. The customer did not cause the issue, and the engineer resolved it by replacing the faulty equipment.
**Disputable Factors:** There are no disputable factors noted in the engineer's findings, as the fault was identified and resolved without any indication of customer error or conflicting reports.
In conclusion, the visit is classified as **non-chargeable**. |
2025-03-28 10:05:47 |
No |
|
| 57 |
Good morning, Openreach Reference 3-1227224831536 No: 26/03/2025 15:07:46 1B81 4150 Response Required - Fault Report Cleared Y Primary Cross Connection Point 3-1227224831536 INC000100891950 SGEA91732796 SOGEA Open Cleared Engineer notes: ActivityDesc:Repair complete, UpstreamSpeed:,DownstreamSpeed:,Tested:1,NotTestedReason,DoorColor:,Questions:closureNotes:Fibre E dis at pcp,re jumpered LocationOfIntervention:PCP, CableSize:NA, PairChangedFrom:Na, PairChangedTo:Na Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Test result (NGA Test):pass Regards, |
Based on the provided information for the Openreach reference 3-1227224831536, here is the assessment of the engineer's visit:
**Date and Time of Visit:** 26/03/2025, 15:07:46
**Engineer Notes Summary:**
- Activity Description: Repair complete
- Fault Identified: Fibre E dis at PCP (Primary Cross Connection Point), re-jumpering performed
- Test Result: Pass
- Closure Notes: Advised to retest and report if the fault persists, providing access times for further investigation if needed
### Assessment:
- **Faults Outside Customer’s Property:** The identified issue relates to the Primary Cross Connection Point (PCP), which typically falls outside the customer's property boundary.
- **Genuine Faults Found:** The engineer identified a legitimate fault (Fibre E dis at PCP) and completed a repair.
### Conclusion:
- **Visit Classification:** **Non-Chargeable**. The engineer found and resolved a genuine fault that was not caused by the customer, and it was related to external infrastructure (PCP).
If the customer experiences further issues, they should retest and reopen the ticket with proposed access times for further investigation. |
2025-03-28 10:01:17 |
No |
|
| 56 |
26/03/2025 09:17:24 Customer premises visited \nAll in situ.\nNte renewed.\nCustomer line up to standard. \n\nPoint of intervention: eu pcp mdf \n\nConfirmed routing: \n\nDp: 309\nPair: 3\nPcp: 8\nD side: 223\nE side: stolen by another engineer. New e 2\nFibre ports: \n\nNew e side connected \nNew jumpers in pcp and mdf.\n\n\nDemo to customer and customer back in full service with no line faults conditions.\nFinal test ran on myservices. \n\nLLSL1674790, LTOK. CIDT not completed and no ADSL modem detected (T304).Writeback line test: LTOK. CIDT not completed and no ADSL modem detected (T304). |
**Visit Summary:**
- **Date and Time of Visit:** 26/03/2025, 09:17:24
- **Visit Type:** Engineer visit to customer premises
**Engineer’s Findings:**
- **Equipment Status:** All in situ, NTE (Network Termination Equipment) renewed, customer line up to standard.
- **Point of Intervention:** EU PCP MDF (Primary Connection Point Main Distribution Frame).
- **Confirmed Routing Information:**
- DP: 309
- Pair: 3
- PCP: 8
- D side: 223
- E side: Stolen by another engineer, new E side connected.
- New jumpers in PCP and MDF.
- **Customer Service:** Demonstrated to the customer; customer is back in full service with no line faults detected.
- **Final Tests:**
- Line test results (LLSL1674790): LTOK.
- CIDT not completed, and no ADSL modem detected (T304).
- Writeback line test: LTOK, CIDT not completed, and no ADSL modem detected (T304).
**Chargeability Assessment:**
- **Outcome:** The visit is **non-chargeable** as the engineer found that the customer's line was up to standard, and no faults were identified that were caused by the customer. The work done (renewing the NTE and connecting new E side) was necessary to restore service.
**Conclusion:** This engineer visit is classified as **non-chargeable**. |
2025-03-28 09:45:03 |
No |
|
| 55 |
Engineer has resolved the fault at the end customer's equipment.There was a fault within the end customer's wiring / equipment but was not fixed as the end customer declined the completion of the repair.End customer declined repair as they preferred to fix it themselves.Customer's modem / router is plugged into the NTE master socket.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed with amber parameters on 26/03/2025 10:05.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 26/03/2025 10:05.Final FastTest completed.The test passed on 26/03/2025 |
Based on the provided details, the engineer visit can be classified as follows:
**Date and Time of Visit:** 26/03/2025 at 10:05
**Classification:** Chargeable
**Reasoning:**
1. The engineer identified a fault within the end customer's wiring/equipment, which was not resolved because the end customer declined the repair.
2. The customer opted to fix the issue themselves, indicating that they were aware of the problem and chose not to utilize the engineer's services for the repair.
3. The final tests performed indicated that the line was OK, but the underlying issue (related to the customer's equipment) remains unresolved due to customer choice.
Thus, since the fault was caused by the customer's equipment and they declined the offered repair, the visit is considered chargeable. |
2025-03-28 09:34:52 |
No |
|
| 54 |
OR latest Update / Engineer note (Also check HUD notes) : ===QBC Summary Start===Customer Report: End customer informed us that broadband is not stable / intermittent.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with no errors and achieving predicted speed on 26/03/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on .\n\n What was found: Openreach network fault.\n\n Actions to resolve: Fault identified at the NTE / NTP.This was caused by a faulty NTE / SSFP.Engineer replaced.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has provided / replaced NTE because upgradation of NTE is required.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn’t found any issue with modem / router.Engineer hasn’t found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer Customer.Engineer has completed the handover with Customer.Customer’s modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-03-26T11:45:03.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 26/03/2025.Final FastTest completed.The test passed on 26/03/2025.===QBC Summary End=== |
Based on the provided engineer notes, here's the evaluation of whether the engineer's visit is chargeable, non-chargeable, or disputable:
**Date of Visit:** 26/03/2025
**Findings:**
1. The customer reported that the broadband was unstable.
2. Initial xDSL tests indicated a stable connection with no errors and achieving predicted speed.
3. An Openreach network fault was identified, specifically a faulty NTE/SSFP.
4. The engineer replaced the faulty NTE and SSFP as part of the upgrade process.
5. No issues were found with the customer's modem/router or extension wiring.
6. Final tests confirmed a working connection and passed successfully.
**Classification:**
- **Non-Chargeable Visit:** The visit is classified as non-chargeable because the fault was identified and resolved due to an issue with the network equipment (NTE/SSFP) that is not within the customer's responsibility. The engineer's actions were necessary for upgrading the equipment and ensuring stable connectivity for the customer.
In conclusion, the engineer's visit on 26/03/2025 is **non-chargeable** as the fault was not caused by the customer and was addressed by replacing faulty equipment. |
2025-03-27 09:36:27 |
No |
|
| 53 |
==QBC Summary Start===Customer Report: End customer described issue with VoIP / voice.\n\n Actions to resolve: Engineer has resolved the fault located at the D-side including aerial cables / lead-in / block terminal.The fault was located outside the end customer`s curtilage and shown by damp / corrosion to wire / cable.The fault was fixed by clearing on block terminal.\n\n Final alternate test results: Final FastTest performed from the customer premise. The test passed on 25/03/2025 17:49:15.===QBC Summary End=== |
**Visit Classification: Non-Chargeable**
**Details:**
- **Date and Time of Visit:** 25/03/2025 at 17:49:15
- **Reason for Visit:** The engineer was called out due to an issue with VoIP/voice.
- **Fault Location:** The fault was identified outside the end customer’s property (D-side), related to aerial cables/lead-in/block terminal.
- **Resolution:** The fault was caused by damp/corrosion to the wire/cable and was resolved by clearing the block terminal.
- **Final Test Results:** The FastTest from the customer premise passed successfully.
The visit is classified as non-chargeable because the fault was found and resolved outside the customer’s property boundary. |
2025-03-27 08:50:18 |
No |
|
| 52 |
"=QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with no errors and achieving predicted speed on 26/03/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on .Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer M Jackson.Engineer has completed the handover with M Jackson.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-03-26T08:51:43.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 26/03/2025.Final FastTest completed.The test passed on 26/03/2025.===QBC Summary End=" |
Based on the provided engineer's notes, here is the classification of the visit:
**Date of Visit:** 26/03/2025
**Time of Visit:** 08:51:43
**Summary of Findings:**
- The customer reported no broadband connection.
- Initial xDSL tests indicated a stable connection with no errors.
- No issues were found with the modem/router, extension wiring, or any star wiring/bridge taps.
- A working connectivity was established for the customer, M Jackson.
- The engineer completed all necessary tests, including PQT and FastTest, which passed successfully.
**Classification: Non-Chargeable Visit**
The visit is classified as non-chargeable because the engineer found no faults caused by the customer, and all tests showed that the service was functioning correctly. The engineer's actions led to the confirmation of a working connection. |
2025-03-27 08:27:11 |
No |
|
| 51 |
Customer Report: End customer informed us that broadband is not stable / intermittent.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with no errors and achieving predicted speed on 26/03/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with resistance within permissible range, but failed due to other parameters.\n\n Actions to resolve: Fault identified between internal DP and NTE.This was caused by a faulty NTE / SSFP.Engineer replaced.Engineer has not done anything with star wiring / bridge taps / power line technology.No star wiring / bridge taps / power line technology issues found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP. |
Based on the provided report, the following details can be assessed:
**Date of Engineer Visit:** 26/03/2025
**Initial Customer Report:** Broadband is not stable/intermittent.
**Test Results:**
- Initial xDSL test results showed a stable connection with no errors and predicted speed achieved.
- PQT test at the NTE back plate passed in terms of resistance but failed due to other parameters.
- Fault identified between internal DP and NTE caused by a faulty NTE/SSFP, which was replaced by the engineer.
**Assessment:**
- The initial tests showed no issues with the external connection.
- The fault was identified as being caused by a faulty NTE/SSFP, which is not customer-caused damage, but rather an equipment fault that required replacement.
**Classification:**
- This visit is **non-chargeable** as the fault was identified as an equipment issue that was not caused by the customer, and the engineer took appropriate action to resolve the fault.
**Conclusion:**
- The visit on **26/03/2025** is classified as **non-chargeable** since the issue was related to a faulty NTE/SSFP, not caused by the customer. |
2025-03-26 16:49:42 |
No |
|
| 50 |
==QBC Summary Start===Customer Report: End customer informed us that broadband is not stable / intermittent.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with no errors and achieving predicted speed on 25/03/2025.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on .I have Disconnected star wiring / bridge tap to resolve the issue.Engineer has provided / replaced NTE because upgradation of NTE is required.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer has found issue with extension wiring and isolated / removed to resolve the issue.\n\n Additional information: Engineer has proved a working connectivity to end customer Samuel.Engineer has completed the handover with Samuel.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the NTE back plate.FED has been connected at the PCP.The test passed on 2025-03-25T15:26:50.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 25/03/2025.Final FastTest completed.The test passed on 25/03/2025.===QBC Summary End=== |
**Date of Engineer Visit:** 25/03/2025
**Time of Visit:** Not specified in the notes
**Summary of Findings:**
- Initial xDSL test at the master NTE/SSFP was stable with no errors.
- No REIN issues identified.
- PQT test at NTE back plate passed successfully.
- Disconnected star wiring/bridge tap to resolve the issue.
- Upgraded NTE and SSFP.
- No issues found with the customer’s modem/router.
- Issues with extension wiring were found and isolated/removed.
- Final tests confirmed connectivity and passed successfully.
**Classification of Visit:**
- **Non-Chargeable Visit**: The engineer found and resolved issues related to extension wiring and performed necessary upgrades (NTE and SSFP). All faults were outside the customer’s initial report of intermittent broadband, and the engineer confirmed stable connectivity without customer-caused damage or error.
**Additional Notes:**
- The visit does not fall under chargeable scenarios as there was no customer error or damage, and legitimate issues were found and resolved by the engineer.
- No further investigation is needed as the engineer's notes indicate a clear resolution of the fault.
**Final Decision:** Non-chargeable visit. |
2025-03-26 10:08:28 |
No |
|
| 49 |
Good Afternoon, Openreach Ref - 3-1227191930826 INC000100890776 OGEA17155431 Generic Ethernet Access - FTTP Closed Completed We have performed the diagnostics on the line and below are the updates on the action taken and next steps. Steps / diagnostics done: Service Test Next Action : The fault has been cleared please retest and re-open the ticket if the issue still persists providing a site contact name/number, site access times and confirmation that TRCs are accepted in order for us to progress with an SFI engineer task KCI history: 25/03/2025 10:09:33 3N69 3300 Fault is Cleared and Closed N Communication Provider Domain - Service Demonstrated Working OK Engineer Notes - QBC Summary Start===End customer advised engineer of intermittent connection.After investigation engineer has found no issues in Openreach networkEngineer has visited end customer premises.No action is required.No additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm.===QBC Summary End Test result (Service Test) : Pass Conclusion : Fault has been resolved Kind Regards, Sudipta D |
Based on the provided information, here is the analysis for the engineer's visit:
### Engineer Visit Assessment
**Reference Information:**
- Openreach Ref: 3-1227191930826
- Incident Number: INC000100890776
- OGEA Reference: OGEA17155431
- Service Type: Generic Ethernet Access - FTTP
- Status: Closed/Completed
**Date of Visit:** 25/03/2025
**Time of Visit:** 10:09:33
### Summary of Findings:
1. **Engineer Notes:**
- The customer reported an intermittent connection.
- The engineer investigated and found no issues in the Openreach network.
- The visit was to the customer's premises, but no action was required.
- No additional advice was given to the customer.
2. **Test Results:**
- A light level reading was taken at the ONT and measured at 1490mm, which is better than or equal to -27dBm.
- The test results concluded that the fault has been resolved.
### Classification of Visit:
- This visit appears to be **non-chargeable** because:
- The engineer found no issues within the Openreach network.
- The fault reported by the customer was resolved, and no fault was identified during the visit.
### Conclusion:
- **Chargeable Status:** Non-chargeable
- **Reason:** Genuine Faults Found / No action required as the Openreach network was functioning properly.
If there are any further questions or issues arise, please feel free to contact for clarification or additional support. |
2025-03-26 10:05:40 |
No |
|
| 48 |
Good afternoon, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes. Sync IP address from supportal : Subscriber has been successfully authenticatedi Checking for an IP Address - 80.41.186.179 Auth logs : 25/03/2025 15:13:32 Access-Accept South NMBQDM eth 0/3/9:101 nge001.cmc SOGEA17311 DIA1193853@global4.co.uk DIA1193853@global4.co.uk Openreach Reference: 3-1227206169526 INC000100890814 SGEA91319886 SOGEA Open Cleared KCI history: 25/03/2025 16:47:24 1B81 4150 Response Required - Fault Report Cleared Y Fibre Cabinet Fibre cabinet including Port Swap Engineer note: =Customer Report: End customer informed of performance issue.\n\n Actions to resolve: Engineer has resolved the fault by changing the E-side pair or at PCP.The fault was fixed by performing lift and shift.No additional work was carried out on the end customer's wiring / VRI / equipment beyond the NTE at their request and within TRC banding.Customer's modem / router is plugged into the NTE master socket.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed with amber parameters on 2025-03-25T15:04:14.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 25/03/2025.The test passed on 25/03/2025.===QBC Summary End=== Test details: Pass Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, Rahiman P. |
Based on the details provided in the Openreach engineer's notes, the following analysis can be made:
1. **Customer Report**: The customer reported a performance issue, which suggests that there was a genuine fault initially identified.
2. **Actions to Resolve**: The engineer performed a "lift and shift" and resolved the fault by changing the E-side pair or at PCP. Importantly, the engineer did not perform any additional work on the customer's wiring or equipment beyond the NTE at their request.
3. **Advice Given**: The engineer advised the customer that there might be an issue with their equipment or Wi-Fi and suggested contacting their communication provider (CP) for further assistance.
4. **Final Test Results**: The final tests performed at the NTE passed, indicating that the line was functioning correctly at that time.
5. **Further Action**: The engineer advised the customer to retest the connection and reopen the ticket if the fault persists, providing access times and dates for further investigation if necessary.
**Conclusion**: Given that the engineer resolved the fault related to the line (which was not caused by customer equipment), this visit is categorized as **non-chargeable** to the customer. The advice regarding potential issues with the customer's equipment does not imply that the visit itself was caused by customer error.
**Date and Time of Visit**: The visit took place on **25th March 2025**.
Overall, the visit is **non-chargeable** as the fault was found and resolved by the engineer without any customer-caused issues. |
2025-03-26 09:42:22 |
No |
|
| 47 |
Engineer note : 24/02/2025 13:29:07 - QBC Summary Start===Customer Report: End customer informed us that broadband is not stable / intermittent.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with resistance within permissible range, but failed due to other parameters.\n\n Actions to resolve: Fault located in the exchange.A service effecting issue was identified on the Openreach MDF or jumpers.Renewed / reterminated faulty MDF jumper.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-02-24T12:10:16.Final FastTest completed.The test passed on 24/02/2025 12:31:55.===QBC Summary End |
Based on the engineer's notes for the visit on 24/02/2025 at 13:29:07, the following conclusions can be drawn:
1. **Visit Date and Time**: 24/02/2025 at 13:29:07
2. **Scenario Classification**: Non-Chargeable visit
- **Reason**: The fault was located in the exchange, specifically on the Openreach MDF or jumpers, which indicates that the issue was outside the customer’s property and not caused by the customer.
- The engineer performed tests that confirmed the fault was not due to customer equipment, as they advised the customer to contact their Communication Provider (CP) regarding possible issues with their equipment.
Thus, the engineer's visit is classified as **non-chargeable** to the customer. |
2025-03-26 09:38:50 |
No |
|
| 46 |
==QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: xDSL test was not carried out.Tester found to be faulty.There was no REIN issue identified.\n\n Initial test results: PQT test not carried out.There was no line / dial tone.FastTest performed.The test failed on 25/03/2025.\n\n What was found: Openreach network fault.\n\n Actions to resolve: Fault identified in D-side between DP and NTE / NTP.Resolved by re-terminating drop wire at external block.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer Emma Dallyn.Engineer has completed the handover with Emma Dallyn.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed with amber parameters on 2025-03-25T12:00:30.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 25/03/2025.Final FastTest completed.The test passed on 25/03/2025.===QBC Summary End=== |
**Visit Summary:**
- **Date of Engineer Visit:** 25/03/2025
- **Time of Engineer Visit:** Not specified
**Customer Report:**
- The customer reported no broadband connection.
**Initial Test Results:**
- xDSL test was not carried out due to faulty tester.
- No REIN issue identified.
- PQT test not performed.
- Final FastTest performed and failed.
**Findings:**
- An Openreach network fault was identified.
- Fault located in D-side between DP and NTE/NTP.
- Connectivity was successfully established for the end customer, Emma Dallyn.
**Actions Taken:**
- Re-termination of drop wire at external block.
- No issues found with star wiring, bridge taps, VRI, or power line technology.
- No issues found with modem/router or extension wiring.
- Connectivity confirmed through final tests.
**Final Test Results:**
- Final PQT to FED performed: Passed with amber parameters.
- xDSL test at NTE/NTP indicated the line was OK.
- Final FastTest completed: Passed.
**Decision:**
- **Classification:** Non-Chargeable Visit
- **Reason:** The fault was identified as an Openreach network fault outside the customer's responsibility, confirming that no customer-caused damage or error resulted in the visit. |
2025-03-26 09:32:36 |
No |
|
| 45 |
Good afternoon, Please see the Openreach engineer notes. OR details :- 3-1227198039457 302050156 OGEA58466809 Generic Ethernet Access Open Cleared KCI history :- 25/03/2025 17:05:35 1B81 4150 Response Required - Fault Report Cleared Y Primary Cross Connection Point Engineering Notes :- ===QBC Summary Start===Customer Report: End customer informed of performance issue.\n\n Actions to resolve: Engineer has resolved the fault by changing the E-side pair or at PCP.The fault was fixed by providing new jumper in PCP due to missing jumper.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 25/03/2025.Final FastTest completed.The test passed on 25/03/2025 17:02.===QBC Summary End=== 24/03/2025 21:02:42 Manually progressed by SMARE02. PIN is SMEXG99 24/03/2025 20:57:26 Manually progressed by SMARE02. PIN is SMEWD58 Test details: The NGA test is pass. Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Yogesh P. Thanks YP - Supervisor |
Based on the provided engineer notes for OR details: 3-1227198039457, here is the analysis of whether the visit is chargeable, non-chargeable, or disputable:
### Visit Summary:
- **Date and Time of Visit**: 25/03/2025, with tests conducted at 17:02 and 17:05.
- **Fault Description**: The customer reported a performance issue.
- **Actions Taken**: The engineer resolved the fault by changing the E-side pair and providing a new jumper in the PCP due to a missing jumper.
- **Test Results**: Line was indicated as OK after testing (xDSL test) on 25/03/2025.
### Classification:
1. **Chargeable Scenarios**:
- There is no indication that the customer caused damage, wasted the callout, made an incorrect booking, or missed the appointment.
2. **Non-Chargeable Visits**:
- The issue was not caused by the customer, and the fault was identified and resolved by the engineer. The issue was related to missing equipment (jumper) and was fixed by the engineer during the visit.
3. **Disputable Scenarios**:
- There are no conflicting reports or external factors mentioned that would necessitate further investigation.
### Conclusion:
The visit is classified as **Non-Chargeable** because the engineer successfully identified and resolved a fault not caused by the customer. The visit was necessary due to a genuine fault (missing jumper) that was rectified.
### Final Note:
The visit does not require any dispute or escalation as the actions taken were appropriate and the fault resolved successfully. |
2025-03-26 09:30:48 |
No |
|
| 44 |
Good Morning, Please find the below updates OR ref: 4-1225727848671 15367798 OGEA76080865 Generic Ethernet Access Open In Progress KCI history: 23/03/2025 22:46:39 1B68 3231 Notification: Fault has been awaiting for CP`s response for 48 hours Y 21/03/2025 22:46:44 1B60 3261 Response Required: CP is required to arrange an appointment Y Notes: 21/03/2025 22:46:11 DCOE Notes: CP Notes : Line test is Pass stating No problem with MFL OK Passing this fault to CA engineer that require an appointment Following updates we understand that access is required to complete the task. We would require access times and TRC`s acceptance to progress for appointed task. Please note if access times and TRC`s acceptance are not provided, the Trouble Report will be closed as 48hrs has already passed. In addition to this, when an NTE/circuit is located in an unmanned site with a third party power supply, Openreach now require that we provide them with details to ensure the sites power supply is safe before they will task an engineer. If applicable, please provide the below details: Last EICR (Electrical Installation Condition Report) Outcome i.e. Pass or Fail Certificate Reference Certificate Issuer Expiry Date Kind Regards, Sudipta D |
Based on the provided information regarding the fault and the engineer's visit, the following conclusions can be drawn:
- **Date of Engineer Visit**: 21/03/2025
- **Time Slot**: 22:46:11
### Assessment:
1. **Fault Awaiting CP's Response**: The fault has been awaiting the Communications Provider’s (CP) response for 48 hours, indicating that the next steps are dependent on the CP’s actions. This suggests that the delay is not due to any fault on the customer’s part, but rather due to the need for access arrangements and confirmation from the CP.
2. **Line Test Result**: The line test shows "Pass" with no problems identified, indicating that the issue is not due to customer-caused damage or misconfiguration.
3. **Access Required**: The notes indicate that access is required to complete the task, which suggests that the engineer's visit is not chargeable since the fault lies outside the customer's property and is contingent on the CP’s response and access arrangements.
### Conclusion:
- **Chargeability**: The visit should be classified as **Non-Chargeable** since the fault is pending due to external factors (CP response and access arrangements). There is no indication of customer error or damage.
### Recommendations:
- Ensure that the CP provides the necessary access times and TRC’s acceptance to proceed.
- Gather any additional information regarding the site’s power supply, if applicable, for further coordination with Openreach.
If any disputes arise regarding charges, further investigation may be warranted, but based on the current information, the visit does not appear to warrant a charge to the customer. |
2025-03-25 10:03:15 |
No |
|
| 43 |
Good Evening, Please see the Openreach engineer notes. Openreach ref: 4-1225817114634 INC000100889494 SGEA90394892 SOGEA Open Cleared KCI : 24/03/2025 15:55:56 1B81 4150 Response Required - Fault Report Cleared Y Openreach owned Cable and Block wiring OR Note: ===QBC Summary Start===Customer Report: End customer informed of performance issue.\n\n Actions to resolve: Engineer has resolved the fault located at NTE and network internal wiring up to NTE / block terminals.This was caused by general wear and tear to internal wiring.Engineer replaced.No additional work was carried out on the end customer's wiring / VRI / equipment beyond the NTE at their request and within TRC banding.Health check completed.I performed line optimisation as part of harmonised repair process.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 24/03/2025.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 24/03/2025.Final FastTest completed.The test passed on 24/03/2025.===QBC Summary End=== Test details: NGA test is passing. TestDescription GEA service test completed and no fault found . MainFaultLocation OK Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind Regards, Pallavi W. |
Based on the provided engineer notes and scenario guidelines, here's the assessment of the visit:
### Engineer Visit Details:
- **Openreach Reference:** 4-1225817114634
- **Incident Number:** INC000100889494
- **Service Type:** SOGEA
- **Visit Date:** 24/03/2025
- **Time of Visit:** 15:55:56
### Summary of Findings:
- **Customer Report:** Performance issue reported by the end customer.
- **Actions Taken:**
- Fault located at NTE and internal network wiring up to NTE/block terminals.
- General wear and tear caused the issue; internal wiring was replaced.
- No additional work was carried out on the customer’s equipment beyond the NTE.
- Line optimisation was performed as part of the repair process.
- **Final Test Results:**
- Line tests at the NTE back plate and xDSL test indicated no faults found.
### Classification:
- **Non-Chargeable Visit:** The visit is non-chargeable because the fault identified was due to general wear and tear, which is not caused by the customer. The engineer's actions were necessary to resolve a legitimate fault, and no issues were found with the customer's equipment beyond the NTE.
### Conclusion:
The engineer's visit on 24/03/2025 at 15:55:56 is classified as **non-chargeable** to the customer, as the fault was due to wear and tear on Openreach's equipment rather than any customer-induced issues. Further assistance is recommended only if the customer experiences continued problems, in which case they should provide access times and dates for a potential follow-up visit. |
2025-03-25 09:55:21 |
No |
|
| 42 |
Hi, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes: Openreach Reference: 3-1227183159532 302033220 OGEA73319074 Generic Ethernet Access Closed Completed KCI history: Fault is Cleared and Closed N End Customer Domain - Non Openreach Maintained Equipment OR latest Update / Engineer note (Also check HUD notes) : 25/03/2025 08:32:41 Dispatch Comments:ActivityDesc:Repair complete, UpstreamSpeed:10,DownstreamSpeed:40,Tested:1,NotTestedReason:,DemoPerson:Mr. Jones,DoorColor:,Questions:closureNotes: LocationOfIntervention:Socket, CableSize:10, PairChangedFrom:1, PairChangedTo:2 NGA Test: In sync Please retest and if the fault still persists, please reopen the ticket. Kind regards, Alwyn M. Thanks AM - Supervisor 25/03/2025 08:51:41 Service Desk Openreach have closed the fault, we are now confirming the issue is resolved. The fix is being verified by the SMC further update to follow. 24/03/2025 10:22:18 Service Desk Hi Team, We have performed the diagnostics on the line and below are the latest details and next steps. Findings/ Test Performed:- As per the OR Ref 3-1227183159532 Status is Open and InProgress. Actions Taken:- Please refer to the Notes field for the actual message Escalation Details:- NA Openreach Engineering Notes:- Job SD-SD2712509 will be allocated the new pin EMZ|AH28 as part of task retention to 3rd Party Contra|ctors Job SD-SD2712509 will be allocated the new p|in EMZAH28 as part of task retention to 3rd Party |Contractors|Task DS-SD2712509 manually assigned to Tech EMZAH2|8 by Control Tech NUQAG02 Conclusion:- The non-appointed engineer is booked, hence snoozing ticket for 48 hours, please wait for the further updates Appointment Details:- Testing has identified a fault with this circuit, therefore raised this to Openreach for further investigation. The Openreach Ref is 3-1227183159532 Updates will follow once Openreach have dispatched an engineer and their notes are returned, we expect this update within 48 working hours. Test Result(Service Test):- Not Done. Kind Regards, Sanjay B. |
Based on the information provided, here’s the evaluation of the Openreach engineer visit regarding chargeability:
**Openreach Reference:** 3-1227183159532
**Date of Visit:** 25/03/2025
**Time of Visit:** 08:32:41
**Summary of Findings:**
- The engineer performed diagnostics and reported that the fault is cleared and closed at the end customer domain, indicating that the issue was resolved during the visit.
- The notes indicate that the repair was completed, and the system showed downstream and upstream speeds were tested and within operational parameters.
- The recommendation was made to retest the line and reopen the ticket if any issues persist.
**Classification of Visit:**
- **Non-Chargeable Visit:** The visit is classified as non-chargeable because the fault was identified and resolved by Openreach, with no indication of customer-caused issues or errors. The engineer's notes confirm that the fault was cleared, indicating that the service was successfully rendered.
**Recommendation:**
- Advise the customer to retest the service. If issues persist, they should reopen the ticket for further investigation.
In conclusion, there are no chargeable circumstances surrounding this visit, and it should be treated as a non-chargeable service performed by Openreach. |
2025-03-25 09:53:57 |
No |
|
| 41 |
Hi, We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes: Openreach Reference: 3-1227183159532 302033220 OGEA73319074 Generic Ethernet Access Closed Completed KCI history: Fault is Cleared and Closed N End Customer Domain - Non Openreach Maintained Equipment OR latest Update / Engineer note (Also check HUD notes) : 25/03/2025 08:32:41 Dispatch Comments:ActivityDesc:Repair complete, UpstreamSpeed:10,DownstreamSpeed:40,Tested:1,NotTestedReason:,DemoPerson:Mr. Jones,DoorColor:,Questions:closureNotes: LocationOfIntervention:Socket, CableSize:10, PairChangedFrom:1, PairChangedTo:2 NGA Test: In sync Please retest and if the fault still persists, please reopen the ticket. Kind regards, Alwyn M. Thanks AM - Supervisor 25/03/2025 08:51:41 Service Desk Openreach have closed the fault, we are now confirming the issue is resolved. The fix is being verified by the SMC further update to follow. 24/03/2025 10:22:18 Service Desk Hi Team, We have performed the diagnostics on the line and below are the latest details and next steps. Findings/ Test Performed:- As per the OR Ref 3-1227183159532 Status is Open and InProgress. Actions Taken:- Please refer to the Notes field for the actual message Escalation Details:- NA Openreach Engineering Notes:- Job SD-SD2712509 will be allocated the new pin EMZ|AH28 as part of task retention to 3rd Party Contra|ctors Job SD-SD2712509 will be allocated the new p|in EMZAH28 as part of task retention to 3rd Party |Contractors|Task DS-SD2712509 manually assigned to Tech EMZAH2|8 by Control Tech NUQAG02 Conclusion:- The non-appointed engineer is booked, hence snoozing ticket for 48 hours, please wait for the further updates Appointment Details:- Testing has identified a fault with this circuit, therefore raised this to Openreach for further investigation. The Openreach Ref is 3-1227183159532 Updates will follow once Openreach have dispatched an engineer and their notes are returned, we expect this update within 48 working hours. Test Result(Service Test):- Not Done. Kind Regards, Sanjay B. |
Based on the provided engineer notes, the situation seems disputable and requires further investigation. Here are the key points for consideration:
1. Appointment Details:
- The engineer visit is related to a fault identified during testing on the line, which was escalated to Openreach for further investigation.
- The Openreach Reference is 3-1227183159532.
- The non-appointed engineer is booked, and the ticket is snoozed for 48 hours awaiting further updates once the engineer's notes are returned.
2. Engineer Notes Summary:
- The dispatch comments on 25/03/2025 at 08:32:41 indicate that the repair was completed with specific details on the intervention location, cable size, pair changes, and NGA test results.
- The service desk notes on 25/03/2025 at 08:51:41 mention that Openreach has closed the fault, and the fix is being verified by the SMC.
- The previous service desk notes on 24/03/2025 at 10:22:18 show that the status was open and in progress with actions taken related to task retention to 3rd party contractors and job allocation details.
3. Disputable Factors:
- The discrepancy between the initial fault identification, engineer's repair completion, and the subsequent closure of the fault raises questions about the actual resolution status.
- The mention of a non-appointed engineer being booked and awaiting updates may indicate a potential need for clarifications on the fault resolution and whether any chargeable factors apply.
Recommendation:
- Request full engineer notes once returned to clarify the fault resolution status and any potential chargeable elements.
- Consider reviewing the complete timeline of events and communication logs to understand the progression of the fault resolution process.
- Escalate the case for further investigation to determine the accurate status of the fault and whether any charges are applicable based on the final resolution outcome. |
2025-03-25 09:51:31 |
No |
|
| 40 |
Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: xDSL test was not carried out.Tester found to be faulty.There was no REIN issue identified.\n\n Initial test results: PQT test not carried out.There was no line / dial tone.FastTest performed.The test passed on 24/03/2025.\n\n Actions to resolve: Fault identified in D-side between PCP and DP.Resolved issue in joint.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.Engineer has provided / replaced NTE because upgradation of NTE is required.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Jessica Emily Spriggens.Customer's modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed with amber parameters on 2025-03-24T09:14:21.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 24/03/2025.Final FastTest completed.The test passed on 24/03/2025.===QBC Summary End=== |
Based on the provided engineer notes, the visit is determined as non-chargeable. Here's the breakdown:
1. **Fault Identification**: The fault was identified on the D-side between PCP and DP, which is outside the customer's property boundary, making it a non-chargeable visit.
2. **Resolution Actions**:
- The issue was resolved in the joint.
- The engineer did not find any customer-caused damage like star wiring, bridge taps, VRI, or power line technology issues.
- The engineer upgraded the NTE and SSFP, indicating a genuine fault that required equipment replacement.
- No issues were found with the modem/router or extension wiring.
3. **Customer Interaction**:
- The engineer proved a working connectivity to the end customer.
- Handover with Jessica Emily Spriggens was completed.
- Customer's modem/router is correctly plugged into the NTE master socket.
4. **Final Tests**:
- Final PQT to FED and alternate xDSL tests passed on 24/03/2025, confirming the resolution of the fault.
Therefore, based on the information provided, this visit is non-chargeable to the customer. |
2025-03-25 09:49:38 |
No |
|
| 39 |
Hi, Openreach Reference: 4-1225021835008 is Closed & Completed KCI history: 24/02/2025 13:29:50 - Fault is Cleared and Closed - Exchange Main Distribution Frame - Jumpers or Terminations Engineer note : 24/02/2025 13:29:07 - QBC Summary Start===Customer Report: End customer informed us that broadband is not stable / intermittent.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with resistance within permissible range, but failed due to other parameters.\n\n Actions to resolve: Fault located in the exchange.A service effecting issue was identified on the Openreach MDF or jumpers.Renewed / reterminated faulty MDF jumper.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-02-24T12:10:16.Final FastTest completed.The test passed on 24/02/2025 12:31:55.===QBC Summary End TAM Test is passing. TAM: Item Value Fault Report Advised : N Main Fault Location : OK Test Outcome : Pass Line Stability : Stable Network Stability : Stable Stability Statement : Diagnosis Code : T302 Openreach Test Reference : blp10429129:25464931 IP: Subscriber has been successfully issued an IP of 92.19.19.222 Authlogs:24/02/2025 14:47:26 Access-Accept North MSAN-MRARD-1a atm 0/32/0/0:0.38 nge001.bla MSAN-MRARD-1a atm 0/32/0/0:0.38 01615126948@hometelecom.online 01615126948@hometelecom.online Line History:144 24/02/2025 13:38:53 SI_6_24M 11584 1168 9975 7.8 41.0 20.0 1020 5 2769 0 0 Please retest and if the fault still persists, please reopen the ticket so that we can progress this for you if required. Kind regards, Lalit. Thanks LS - Supervisor 24/02/2025 12:26:28 Service Desk Hi, |
Based on the provided information, the visit by the engineer on 24/02/2025 at 13:29:07 is non-chargeable. The fault was located in the exchange and was identified as a service-affecting issue on the Openreach Main Distribution Frame (MDF) or jumpers. The engineer renewed/reterminated the faulty MDF jumper, and the final test results showed that the issue was resolved. The fault was not caused by the customer, and the line stability and network stability were confirmed to be stable.
Therefore, this visit is non-chargeable as it falls under the category of "Genuine Faults Found." The fault was located outside the customer's property boundary and was not due to any customer-caused damage or errors.
If the fault still persists, the customer is advised to retest and reopen the ticket if needed for further assistance. |
2025-03-25 09:49:02 |
No |
|
| 38 |
Hi, Openreach Reference: 4-1225021835008 is Closed & Completed KCI history: 24/02/2025 13:29:50 - Fault is Cleared and Closed - Exchange Main Distribution Frame - Jumpers or Terminations Engineer note : 24/02/2025 13:29:07 - QBC Summary Start===Customer Report: End customer informed us that broadband is not stable / intermittent.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with resistance within permissible range, but failed due to other parameters.\n\n Actions to resolve: Fault located in the exchange.A service effecting issue was identified on the Openreach MDF or jumpers.Renewed / reterminated faulty MDF jumper.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-02-24T12:10:16.Final FastTest completed.The test passed on 24/02/2025 12:31:55.===QBC Summary End TAM Test is passing. TAM: Item Value Fault Report Advised : N Main Fault Location : OK Test Outcome : Pass Line Stability : Stable Network Stability : Stable Stability Statement : Diagnosis Code : T302 Openreach Test Reference : blp10429129:25464931 IP: Subscriber has been successfully issued an IP of 92.19.19.222 Authlogs:24/02/2025 14:47:26 Access-Accept North MSAN-MRARD-1a atm 0/32/0/0:0.38 nge001.bla MSAN-MRARD-1a atm 0/32/0/0:0.38 01615126948@hometelecom.online 01615126948@hometelecom.online Line History:144 24/02/2025 13:38:53 SI_6_24M 11584 1168 9975 7.8 41.0 20.0 1020 5 2769 0 0 Please retest and if the fault still persists, please reopen the ticket so that we can progress this for you if required. Kind regards, Lalit. Thanks LS - Supervisor 24/02/2025 12:26:28 Service Desk Hi, |
Based on the provided information from the engineer's notes, this visit would fall under the category of a non-chargeable visit. Here's the breakdown:
1. **Faults Outside Customer’s Property:** The fault was identified at the Exchange Main Distribution Frame, which is outside the customer's property boundary.
2. **Genuine Faults Found:** The engineer found and resolved a service-affecting issue on the Openreach MDF or jumpers, indicating a genuine fault that was not caused by the customer.
Therefore, this visit would not be chargeable to the customer. |
2025-03-25 09:47:34 |
No |
|
| 37 |
Hi, Openreach Reference: 4-1225021835008 is Closed & Completed KCI history: 24/02/2025 13:29:50 - Fault is Cleared and Closed - Exchange Main Distribution Frame - Jumpers or Terminations Engineer note : 24/02/2025 13:29:07 - QBC Summary Start===Customer Report: End customer informed us that broadband is not stable / intermittent.\n\n Initial test results: PQT test performed at NTE back plate.The test passed with resistance within permissible range, but failed due to other parameters.\n\n Actions to resolve: Fault located in the exchange.A service effecting issue was identified on the Openreach MDF or jumpers.Renewed / reterminated faulty MDF jumper.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-02-24T12:10:16.Final FastTest completed.The test passed on 24/02/2025 12:31:55.===QBC Summary End TAM Test is passing. TAM: Item Value Fault Report Advised : N Main Fault Location : OK Test Outcome : Pass Line Stability : Stable Network Stability : Stable Stability Statement : Diagnosis Code : T302 Openreach Test Reference : blp10429129:25464931 IP: Subscriber has been successfully issued an IP of 92.19.19.222 Authlogs:24/02/2025 14:47:26 Access-Accept North MSAN-MRARD-1a atm 0/32/0/0:0.38 nge001.bla MSAN-MRARD-1a atm 0/32/0/0:0.38 01615126948@hometelecom.online 01615126948@hometelecom.online Line History:144 24/02/2025 13:38:53 SI_6_24M 11584 1168 9975 7.8 41.0 20.0 1020 5 2769 0 0 Please retest and if the fault still persists, please reopen the ticket so that we can progress this for you if required. Kind regards, Lalit. Thanks LS - Supervisor 24/02/2025 12:26:28 Service Desk Hi, |
Based on the provided engineer notes, the visit falls under the category of Non-Chargeable Visits (Customer Does NOT Pay) for the following reasons:
1. Faults Outside Customer’s Property: The fault was identified at the exchange main distribution frame, which is outside the customer's property boundary.
2. Genuine Faults Found: The engineer identified a service-affecting issue on the Openreach MDF or jumpers, which was renewed/reterminated to resolve the fault.
3. Network Stability: The final tests showed stable line and network stability, indicating that the fault was not caused by customer-related issues.
Therefore, this visit is non-chargeable to the customer. |
2025-03-25 09:46:30 |
No |
|
| 36 |
CF Cityfibre - 24/03/2025, 12:38 Hello, Please see the update below; Situation: Following our engineers visit to site and work we now believe the service to be restored for INC0262535. Action: Our engineers will remain on site for 30 minutes following this mail to ensure the site is left tidy. Next Step(s): Please confirm by email or phone that the service is now working as it should. If we do not hear from you within five working days, we'll assume everything is ok and your ticket will be closed automatically. Expectation: We believe service has been restored and so have stopped troubleshooting and fault fixing activities. Your ticket details are: Ticket Number: INC0262535 Ticket State: In Progress Date and Time Raised: 2025-03-22 10:08:17 Kind Regards CityFibre Technical Service Centre |
Based on the provided update from CityFibre, the situation indicates that the service for ticket number INC0262535 has been restored, and troubleshooting activities have ceased as they believe the issue is resolved. Therefore, this visit would fall under the category of "Genuine Faults Found," where the engineer identified and fixed a fault that was not caused by the customer. Consequently, this visit is non-chargeable, and the customer does not have to pay for the service restoration. |
2025-03-25 09:38:53 |
No |
|
| 35 |
CF Cityfibre - 24/03/2025, 12:38 Hello, Please see the update below; Situation: Following our engineers visit to site and work we now believe the service to be restored for INC0262535. Action: Our engineers will remain on site for 30 minutes following this mail to ensure the site is left tidy. Next Step(s): Please confirm by email or phone that the service is now working as it should. If we do not hear from you within five working days, we'll assume everything is ok and your ticket will be closed automatically. Expectation: We believe service has been restored and so have stopped troubleshooting and fault fixing activities. Your ticket details are: Ticket Number: INC0262535 Ticket State: In Progress Date and Time Raised: 2025-03-22 10:08:17 Kind Regards CityFibre Technical Service Centre |
Based on the information provided, the engineer's visit seems to have resulted in the service being restored for ticket number INC0262535. The engineer notes indicate that the troubleshooting and fault fixing activities have been stopped as they believe the service has been successfully restored. This situation does not fall under the chargeable scenarios outlined in the guidelines.
However, it is important to note that if there were any customer-caused damage, wasted callouts, incorrect engineer booking, or missed appointments that led to this service restoration visit, those details would need to be considered to determine if the visit is chargeable. Since the information provided does not mention any of these chargeable scenarios, the visit appears to be non-chargeable.
If the customer were to dispute any charges related to this visit, it would be advisable to request additional information or evidence to verify the circumstances and reason for the visit to ensure a fair resolution. |
2025-03-25 09:22:39 |
Yes |
doesnt make it clear on what it should be |
| 34 |
Good Evening, We have performed the diagnostics on the line and below are the latest details and next steps. Findings/ Test Performed:-The OR ref 3-1227162817626 Status is Closed and Completed. Actions Taken:- The fault has been cleared please retest and re-open the ticket if the issue still persists providing a site contact name/number, site access times and confirmation that TRCs are accepted in order for us to progress with an SFI engineer task Escalation Details:- NA KCI History : 24/03/2025 11:16:50 3N69 3300 Fault is Cleared and Closed N Fibre Optical Network Termination (ONT) Point Openreach Engineering Notes:- ===QBC Summary Start===End customer advised engineer that Internet was not working.Engineer has identified the issue at the ONTwith its entire ONT unit,which was missing.Engineer replaced and registered the ONT & PSU.No additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm.===QBC Summary End=== Conclusion:- Service is working so, Closing the ticket Test result (Service test):- Pass Please retest with the customer. Kind Regards, |
Based on the provided engineer notes, it appears that the fault was related to the ONT unit, which was missing and subsequently replaced by the engineer. The service is now working, as indicated by the final light level reading test results meeting the required standards. Therefore, in this scenario, the engineer visit would be considered non-chargeable as the fault was within the ONT unit, which falls outside the customer's property boundary. |
2025-03-25 07:59:13 |
No |
|
| 33 |
24-03-2025 13:19:02 - Andrew Smelczerczyk (Additional comments) Good afternoon Team Update from openreach advises fault resolved. OR notes "Gone to HOUSE found water inside of above ground closure at house end, re-terminated, Carried out line test through my services app, LTOK ######, CableSize:0, PairChangedFrom:0, PairChangedTo:0" Site has been online and stable for 2+ hours Feel free to re open this ticket if fault continues |
Based on the provided engineer notes, the fault was resolved by the engineer who found water inside the above-ground closure at the customer's house end. The engineer re-terminated the connection and conducted a line test, which indicated stability for over 2 hours. In this case, the fault was within the customer's property, specifically at the house end. Therefore, this visit would be considered chargeable as it was a fault within the customer's curtilage. |
2025-03-25 07:55:58 |
Yes |
disputable |
| 32 |
rvice partner update : Engineer has resolved the fault located at the D-side including aerial cables / lead-in / block terminal.The fault was located outside the end customer's curtilage and shown by damp / corrosion to wire / cable.The fault was fixed by clearing in joint |
Based on the provided information, the visit is non-chargeable because the fault was located outside the end customer's curtilage and was due to damp/corrosion on the wire/cable. This falls under the category of faults outside the customer's property boundary, making it the responsibility of the service provider. Therefore, the customer should not be charged for this visit. |
2025-03-25 07:48:53 |
No |
|
| 31 |
dis in net, areaal cabeling fixed |
Based on the information provided, it seems like there may be a fault in the network area cabling that has been fixed. In this case, if the fault was outside the customer's property or responsibility (in the network area), the visit would typically be considered non-chargeable. However, if there are conflicting reports or if further investigation is needed to determine the cause of the fault and responsibility, it would be advisable to escalate the issue for clarification. It's important to consider all factors before making a final decision on whether the visit is chargeable, non-chargeable, or disputable. |
2025-03-24 15:54:50 |
No |
|
| 30 |
no fault on arrival, unable to find fault. no fault found |
Based on the provided information, the situation is potentially disputable. The mention of "No Fault Found" in the engineer's notes indicates that the fault could not be identified during the visit. To determine whether the visit is chargeable, non-chargeable, or disputable, further investigation is necessary.
Here are the steps to consider:
1. Review Full Notes: Thoroughly review the complete engineer's notes to understand the context of the visit and any additional details that may shed light on the situation.
2. Gather Additional Evidence: Request supporting evidence or information to clarify the circumstances surrounding the visit. This may include reviewing authorization logs, customer feedback, or any other relevant documentation.
3. Escalate if Needed: If there are still uncertainties or conflicting information, consider escalating the case for a more detailed review or clarification.
Remember that in cases of "No Fault Found," it's essential to gather all available information before making a final determination on whether the visit is chargeable, non-chargeable, or disputable. |
2025-03-24 15:54:21 |
No |
|
| 29 |
no fault on arrival, unable to find fault. no fault found |
Based on the information provided, the scenario falls under the category of "No Fault Found," which is considered disputable. This indicates that the engineer was unable to identify a specific fault during the visit. In such cases, further investigation is typically required to determine whether the visit is chargeable to the customer, non-chargeable, or potentially disputable.
To proceed, it is recommended to:
1. Review the full notes: It is crucial to carefully review the complete notes from the engineer's visit to understand the context and any additional details that may provide insight into the situation.
2. Gather additional evidence: Consider collecting supporting evidence, such as authorization logs, additional customer feedback, or any relevant information that could help in determining the responsibility for the fault.
3. Escalate if necessary: If there are still uncertainties or conflicting information, it may be appropriate to escalate the case for further review and clarification before making a final decision on whether the visit is chargeable, non-chargeable, or disputable.
Remember, in cases of "No Fault Found," it is essential to follow through with a thorough investigation to ensure a fair and accurate assessment of the situation. |
2025-03-24 15:53:51 |
No |
|
| 28 |
engineer did work inside, no fault found, pcp clear. fault clear |
Based on the information provided, the scenario appears to fall under the category of "No Fault Found." In this case, the engineer performed work inside the property, found no fault, and confirmed that the PCP (Primary Connection Point) is clear. Since the fault was cleared without any specific customer-caused damage or errors mentioned, this situation is potentially disputable.
Further investigation may be required to determine the validity of the visit and whether the customer should be charged. It would be advisable to review the full notes from the engineer's visit, gather any additional evidence, and potentially escalate the case to clarify the situation before making a final decision on whether the visit is chargeable, non-chargeable, or disputable. |
2025-03-24 15:53:01 |
No |
|
| 27 |
engineer did work inside, no fault found, pcp clear. fault clear |
Based on the information provided, since the fault was cleared and there was no fault found, this visit would typically be non-chargeable as it indicates the issue was not related to any customer-caused damage, wasted callouts, incorrect engineer booking, or missed appointments. The fact that the work was done inside also suggests it may not be an external fault.
It is important to note that the "No Fault Found" status alone does not always mean the visit is chargeable. In this case, if there are no indications of customer-caused damage or errors, and the fault was cleared without any issues found on the customer's end, it is likely a non-chargeable visit.
If there are any disputes or conflicting information regarding the visit, it would be advisable to gather more details or evidence to clarify the situation further. |
2025-03-24 15:47:41 |
No |
|
| 26 |
engineer did work inside, no fault found, pcp clear. customer setup error |
This scenario falls under a chargeable visit as it was a result of a customer setup error. The engineer had to perform work inside the customer's property due to the error, even though no fault was found. This would be considered a wasted callout as per the guidelines provided. |
2025-03-24 15:47:23 |
No |
|
| 25 |
Good Evening, OR ref 4-1225813922336 15378577 OGEA58942473 Generic Ethernet Access Open Cleared EndKCI HISTORY: 22/03/2025 12:35:49 1B81 4150 Response Required - Fault Report Cleared Y Copper Overhead Network - Dropwire Distribution Block Terminal QBC Summary Start===Customer Report: End customer informed of intermittent performance issue.\n\n Actions to resolve: Engineer has resolved the fault located in the overhead network.There was a fault outside the end customer`s curtilage caused by general wear and tear.The fault was fixed by re-terminating drop wire at DP / external block.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 22/03/2025.Final FastTest completed.The test passed on 22/03/2025.===QBC Summary End NGA test is passing with no fault conditions Please retest and if the fault still persists, please reopen the ticket. Kind Regards, |
Based on the information provided in the engineer's report, this visit would be categorized as a Non-Chargeable Visit. The fault was located outside the customer's curtilage, specifically in the overhead network, and was caused by general wear and tear. The issue was resolved by re-terminating the drop wire at the DP/external block. As the fault was not within the customer's property boundary, the visit should not be chargeable to the customer. |
2025-03-24 10:20:27 |
No |
|
| 24 |
===QBC Summary Start===Customer Report: End customer advised there is a broadband issue.\n\n Actions to resolve: Engineer has resolved the fault located at the D-side including aerial cables / lead-in / block terminal.There was a fault outside the end customer`s curtilage caused by general wear and tear.The fault was fixed by clearing on block terminal.\n\n Maintenance work: NTE not faulty but changed NTE to latest version of NTE to enable isolation of internal wiring.\n\n Final test results: Final PQT performed at the DP / external NTP.The test passed on 2025-03-21T11:22:01.\n\n Final alternate test results: Final FastTest performed from the customer premise.The test passed on 21/03/2025 12:23:30.===QBC Summary End=== |
Based on the provided summary, the engineer visit appears to be non-chargeable. Here's the reasoning behind this categorization:
Non-Chargeable Visit:
- Faults Outside the Customer’s Property: The fault was identified outside the end customer's curtilage caused by general wear and tear. Since the issue was not within the customer's property boundaries, it indicates that the fault was external and not customer-caused.
- External Faults: The fault was located at the D-side, including aerial cables, lead-in, and block terminal. This falls outside the customer's responsibility and is considered an external fault.
- Maintenance Work: Although the NTE was not faulty, changing it to the latest version was done to enable isolation of internal wiring, which is a proactive measure and not due to customer-caused damage.
Therefore, based on the information provided, the engineer visit for this broadband issue is deemed non-chargeable. |
2025-03-24 10:17:00 |
No |
|
| 23 |
Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: xDSL test was not carried out.Tester found to be faulty.There was no REIN issue identified.\n\n Initial test results: PQT test not carried out.There was no NTE or wiring.FastTest performed.The test passed on 22/03/2025.\n\n What was found: Openreach network fault.\n\n Actions to resolve: Fault identified at the NTE / NTP.This was caused by damage to wiring (inc concealed where faulty) / missing.The source of the damage was identified as unknown third party.Engineer replaced.\n\n Actions to resolve: Wiring up to NTE / NTP upgraded.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.I have provided / replaced NTE because NTE damaged.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Tash Horton.\n\n Maintenance work: Lead-in not faulty but upgraded for quality purposes (working but at risk of future deterioration).Customer's modem / router is plugged into the NTE master socket.\n\n Advice given to end customer: Optimal speed already achieved.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-03-22T12:03:24.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 22/03/2025.Final FastTest completed.The test passed on 22/03/2025. |
Based on the provided information, the engineer visit in this scenario would be categorized as non-chargeable. The fault was identified at the NTE / NTP due to damage to wiring caused by an unknown third party, which falls outside the customer's responsibility. The actions taken by the engineer to resolve the issue, such as replacing the damaged NTE and upgrading the wiring up to the NTE, were necessary to restore the service and were not caused by any customer error.
Therefore, the customer should not be charged for this visit as it was related to an Openreach network fault caused by external factors beyond the customer's control. |
2025-03-24 10:12:11 |
Yes |
null |
| 22 |
Good afternoon, We have performed the diagnostics on the line and below are the latest details and next steps. Service test is passing and Fault resolved. Openreach have now resolved the fault, Please see the engineers notes below and retest. Openreach reference: 4-1225809120895,Closed and Completed KCI History:22/03/2025 09:31:24 3N69 3300 Fault is Cleared and Closed N Fibre Optical Network Termination (ONT) Point Openreach engineer update:22/03/2025 09:31:14 End customer advised engineer that Internet was not working.Engineer has identified the issue at the ONTwith its entire ONT unit,which was not performing/functioning as specified.Engineer replaced and registered the ONT.No additional advice given.\n\n Final light loss test results: Light level reading taken at the ONT on task closure.Light level reading measured at 1490mm is better than or equal to -27dBm. Please retest the network. Kind Regards, Sapana T. |
Based on the information provided, it appears that the fault was related to the Fiber Optical Network Termination (ONT) point, and the Openreach engineer identified the issue at the ONT unit within the property. The engineer replaced and registered the ONT, resulting in the issue being resolved.
This scenario would typically fall under a non-chargeable visit category as the fault was within the customer's property (ONT unit), and the issue was resolved by the engineer without any indication of customer-caused damage, wasted callouts, incorrect engineer booking, or missed appointments.
Therefore, this engineer visit would likely be considered non-chargeable. |
2025-03-24 10:11:06 |
No |
|
| 21 |
Good afternoon , We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes: OR ref 4-1225800959026 15378064 OGEA74696413 Generic Ethernet Access Open Cleared EndKCI HISTORY:22/03/2025 09:18:49 1B81 4150 Response Required - Fault Report Cleared Y Openreach owned Cable and Block wiring ==QBC Summary Start===Customer Report: End customer informed of intermittent performance issue.\n\n Actions to resolve: Engineer has resolved the fault located at NTE and network internal wiring up to NTE / block terminals.This was caused by general wear and tear to internal wiring.Engineer replaced.Customer`s modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed with amber parameters on 22/03/2025 09:16.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 22/03/2025 09:16.Final FastTest completed.The test passed on 22/03/2025 09:16.===QBC Summary End=== NGA test is passing with no fault conditions. Please retest and if the fault still persists, please reopen the ticket. Kind Regards, Mahesh S. Thanks MS - Supervisor |
Based on the provided information from the Openreach engineer notes, the issue with the customer's broadband service was determined to be caused by general wear and tear to internal wiring. The engineer replaced the faulty internal wiring up to the NTE/block terminals, and the final tests indicated that the line was okay after the repair.
This scenario would typically fall under a chargeable visit as it was due to internal wiring issues within the customer's property. The visit was necessary to address the fault caused by wear and tear on the internal wiring, which is considered within the customer's responsibility.
Therefore, this engineer visit is likely to be classified as chargeable to the customer. |
2025-03-24 10:08:59 |
No |
|
| 20 |
Good afternoon, Openreach has resolved the fault, please see the Openreach engineer notes below: Openreach ref: 4-1225779050512 21/03/2025 12:59:53 3N69 3300 Fault is Cleared and Closed N Block Terminal 21/03/2025 12:59:38 =QBC Summary Start===Customer Report: End customer advised there is a broadband issue.\n\n Actions to resolve: Engineer has resolved the fault located at the D-side including aerial cables / lead-in / block terminal.There was a fault outside the end customer`s curtilage caused by general wear and tear.The fault was fixed by clearing on block terminal.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2025-03-21T10:25:49.\n\n Final alternate test results: Final FastTest performed from the customer premise.The test passed on 21/03/2025 11:57:40.===QBC Summary End= Test details: NGA Pass Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Shital R Thanks SR - Supervisor |
In this scenario, the fault was identified outside the end customer's curtilage and was caused by general wear and tear. Since the fault was not within the customer's property boundary, this visit by the Openreach engineer would be categorized as a non-chargeable visit. The resolution provided indicates that the fault was cleared at the block terminal, and the final tests passed successfully. |
2025-03-24 10:04:47 |
No |
|
| 19 |
Openreach Engineer Notes: DCOE Notes: Line test is Pass, MFL: OK, Description Text: No Problem, Retrains:0 Passing this fault to CA engineer for further investigation.===QBC Summary Start===Customer Report: End customer informed of connection issue.\n\n Actions to resolve: Engineer has resolved the fault located at NTE and network internal wiring up to NTE / block terminals.This was caused by general wear and tear on NTE / BT / LJU / front plate.There is a BT piper logo stamped on it.Engineer replaced.Customer`s modem / router is plugged into the NTE master socket.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 22/03/2025 11:47.Final FastTest completed.The test passed on 22/03/2025 11:47.===QBC Summary End== Test result : NA |
Based on the provided engineer notes, the issue was resolved at the NTE (Network Termination Equipment) due to general wear and tear on the equipment. The engineer replaced the faulty equipment, and the final tests at the NTE back plate passed successfully. The customer was advised about the possibility of an issue with their equipment or Wi-Fi and was recommended to contact their Communication Provider (CP) for further assistance.
This scenario falls under a non-chargeable visit category as the fault was located at the NTE, which is typically outside the customer's property and responsibility. The issue was not caused by any customer-related actions as indicated by the general wear and tear on the equipment.
Therefore, this engineer visit should be categorized as non-chargeable. |
2025-03-24 10:03:26 |
No |
|
| 18 |
Good afternoon , We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes: OR ref 4-1225774348309 301954029 LLSD1327914 MPF Closed Completed EndKCI HISTORY:21/03/2025 16:05:54 3N69 3300 Fault is Cleared and Closed N Exchange Main Distribution Frame - Jumpers or Terminations ===QBC Summary Start===Customer Report: End customer advised that the line has never worked.\n\n Actions to resolve: Engineer has resolved the fault located at the exchange.The fault was fixed by re-terminating MDF jumper.\n\n Final alternate test results: Final FastTest performed from the customer premise.The test passed on 21/03/2025 15:43:55.===QBC Summary End=== TAM test is passing with no fault conditions Please retest and if the fault still persists, please reopen the ticket. Kind Regards, Mahesh S. Thanks MS - Supervisor |
Based on the provided information from the Openreach engineer notes, it appears that the fault was located at the exchange (outside the customer's property). The issue was resolved by re-terminating the MDF jumper at the exchange, and a final test performed from the customer premise passed successfully.
Therefore, in this scenario, the engineer visit would be categorized as a non-chargeable visit as the fault was outside the customer's property boundary and the resolution was conducted at the exchange. |
2025-03-24 10:01:42 |
No |
|
| 17 |
ollowing investigation. The ticket is now resolved. We found the following during investigations. Root cause: Internal wiring up to the NTE had wear and tear Action taken to resolve: Field engineer replaced the wiring Other comments: N/A If any enduring effects are seen. Please do not hesitate to reopen the ticket. This can be achieved within 7 days. Alternatively, please contact the Nasstar desk. Who will be happy to do this on your behalf to ensure further investigations. 22-03-2025 11:44:29 - Adam Smith (Additional comments) Good morning team, engineer notes are as follows: Engineer has resolved the fault located at NTE and network internal wiring up to NTE / block terminals. This was caused by general wear and tear to internal wiring. Engineer replaced. Our line diagnostics resulted: TestDescription GEA service test completed and no fault found . MainFaultLocation OK Sync Status In Sync Downstream Speed (MBPS) 40.0 Upstream Speed (MBPS) 9.4 Appointment Required N Fault Report Advised N Test Start 22/03/2025 11:42:05 Test Stop 22/03/2025 11:42:40 Multicast Enabled Radio Frequeny Ingress Not Detected Repetitive Electrical Impluse Noise Not Detected Voice Line Test Result Pass NTE Power Status PowerOn CrossTalk Not Detected Technology VDSL Home Wiring Problem Not Detected Estimated Line Length In Metres 735.4 Upstream Rate Assessment Reasonable Downstream Rate Assessment Very Good We shall now resolve this case in which it will auto close in 7 days with no rejection so if any further issues please reject the clear and advise. Regards |
Based on the provided information from the engineer's notes, the issue was identified as wear and tear on the internal wiring up to the NTE. The engineer replaced the wiring to resolve the fault. The line diagnostics conducted by the engineer indicated no fault found after the repair.
In this scenario, the visit by the engineer appears to be non-chargeable to the customer as the fault was related to internal wiring up to the NTE, which typically falls within the service provider's responsibility. It does not appear to be a customer-caused issue based on the information provided.
Therefore, this engineer visit would likely fall under the category of a non-chargeable visit. |
2025-03-24 09:56:46 |
No |
|
| 16 |
OR latest Update / Engineer note (Also check HUD notes) : ===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with no errors and achieving predicted speed on 05/10/2024.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on 05/10/2024.Engineer has not done anything with star wiring / bridge taps / power line technology.No star wiring / bridge taps / power line technology issues found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer has found issue with modem / router and made configuration changes to resolve the issue.Engineer hasn`t found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer.Engineer has completed the handover .Customer`s modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 05/10/2024.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 05/10/2024.Final FastTest completed.The test passed on 05/10/2024 15:53:35.===QBC Summary End=== |
Based on the provided engineer notes, it appears that the issue was related to the customer's modem/router, and the engineer made configuration changes to resolve the problem. The initial xDSL test results and final tests showed that the line was stable and passing tests. Since the fault was not due to any customer-caused damage, external factors, or missed appointments, this visit would likely be categorized as non-chargeable. The fault was found within the customer's property, and the engineer successfully provided a working connectivity solution to the end customer. |
2025-03-22 12:37:54 |
No |
|
| 15 |
End customer informed us there is no broadband connection.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with no errors and achieving predicted speed on 01/10/2024.There was no REIN issue identified.\n\n Initial test results: PQT test performed at PCP / SCP.The test passed on 01/10/2024.Engineer has not done anything with star wiring / bridge taps / power line technology.No star wiring / bridge taps / power line technology issues found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn`t found any issue with modem / router.Engineer hasn`t found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Braun.Customer`s modem / router is plugged into the NTE master socket.\n\n Final test results: Final PQT performed at the NTP / any other internal demarcation point.The test passed on 2024-10-01T09:09:08.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 01/10/2024.Final FastTest completed.The test passed on 01/10/2024 09:18:45. |
Based on the provided information, the engineer visit appears to fall under the category of Non-Chargeable Visits. Here's the breakdown:
1. Faults Outside the Customer’s Property: The initial xDSL test results indicate that the connection is stable with no errors at the master NTE/SSFP and that the test passed at the PCP/SCP. These tests were conducted at points outside the customer's property, indicating that the fault may lie outside the customer's curtilage.
2. External Factors: There is no mention in the information provided of any customer-caused damage, wasted callouts, incorrect engineer booking, or missed appointments. However, if there are external factors such as ongoing work on the customer's property that could potentially impact the service, it would be advisable to gather more information to assess if there are any external factors at play.
In this scenario, based on the information available, the engineer visit is likely non-chargeable as the fault appears to be outside the customer's property. If there are any external factors or disputes raised by the customer, further investigation or clarification may be necessary to make a final determination. |
2025-03-22 11:57:01 |
No |
|
| 14 |
QBC: ===QBC Summary Start===Customer Report: End customer informed us their broadband speed is not achieving predicted speed.\n\n Initial xDSL test results: The initial xDSL test performed at master NTE / SSFP was carried out where the modem / router is connected.The connection is stable with no errors and achieving predicted speed on 19/09/2024.There was no REIN issue identified.\n\n Initial test results: PQT test performed at NTE back plate.The test passed on 19/09/2024.Engineer has not done anything with star wiring / bridge taps / power line technology.No star wiring / bridge taps / power line technology issues found.Engineer has not provided / replaced NTE.Engineer has not provided / replaced SSFP.Engineer hasn`t found any issue with modem / router.Engineer hasn`t found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with James.Customer`s modem / router is plugged into the NTE master socket.\n\n Advice given to end customer: Length of line (short / long line) causing the slow speed.\n\n Final test results: Final PQT performed at the NTE back plate.The test passed on 2024-09-19T13:28:58.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 19/09/2024.Final FastTest completed.The test passed on 19/09/2024 13:43:05.===QBC Summary End=== |
Based on the provided information, the engineer visit seems to be non-chargeable. The initial xDSL tests and PQT tests performed at the master NTE/SSFP did not reveal any issues with the customer's equipment or setup. The engineer confirmed stable connection with predicted speeds achieved, and no issues were found with the modem/router, extension wiring, star wiring, bridge taps, or power line technology.
Additionally, the final tests at the NTE back plate and NTE/NTP also indicated that the line was okay and passed without any identified issues. The advice given to the customer about the length of the line causing slow speed suggests that the issue is related to external factors beyond the customer's property.
Therefore, based on the information provided, this engineer visit would likely fall under the category of a non-chargeable visit as the fault appears to be outside the customer's property boundary. |
2025-03-22 11:50:31 |
No |
|
| 13 |
Hi, An engineer has attended and found a snapped fibre in the FAT, service is now online. Thanks, Callum |
Based on the information provided, the engineer visit seems to fall under the category of "Faults Outside the Customer’s Property" since the snapped fibre was found in the FAT (fiber access terminal), which is typically located outside the customer's property. Therefore, this visit would be classified as a non-chargeable visit. |
2025-03-22 11:47:19 |
No |
|
| 12 |
'QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial test results: PQT test performed at NTE front plate.The test passed on 22/10/2024.\n\n Actions to uplift Openreach / customer network: Investigated the network and no further work required.\n\n Final test results: Final PQT performed at the NTE front plate.The test passed on 2024-10-22T10:39:43.Final FastTest completed.The test passed on 22/10/2024 11:08:00.===QBC Summary End' The fault was ongoing andn a further engineer was required |
Based on the provided information, the fault seems to have been resolved as the final tests passed. Since the fault was identified within the customer's property (NTE front plate), it appears to be a chargeable visit. The initial test results showed that the connection was fine at the NTE front plate, so the issue may have been related to the customer's internal setup or equipment. Therefore, this visit could potentially be classified as chargeable due to a possible customer error or internal issue. |
2025-03-22 11:17:10 |
No |
|
| 11 |
QBC Summary Start===Customer Report: End customer informed us there is no broadband connection.\n\n Initial test results: PQT test performed at NTE front plate.The test passed on 22/10/2024.\n\n Actions to uplift Openreach / customer network: Investigated the network and no further work required.\n\n Final test results: Final PQT performed at the NTE front plate.The test passed on 2024-10-22T10:39:43.Final FastTest completed.The test passed on 22/10/2024 11:08:00.===QBC Summary End |
Based on the information provided in the Quality Broadband Check (QBC) summary, it appears that the issue was resolved without the need for any further work by Openreach or the customer. The tests conducted at the NTE front plate passed successfully, indicating that the fault was not within the customer's property.
Therefore, this engineer visit would fall under the category of a non-chargeable visit as the fault was not found within the customer's curtilage or property boundary. |
2025-03-22 11:14:07 |
No |
|
| 10 |
Good afternoon , We have performed the diagnostics on the line and below are the latest details. Please see the Openreach engineer notes: OR ref 4-1225742632196 15376116 OGEA89476980 Generic Ethernet Access Open Cleared EndKCI HISTORY: 21/03/2025 13:23:06 1B81 4150 Response Required - Fault Report Cleared Y End Customer Domain - Non Openreach Maintained Equipment Dispatch Comments:*care level 2 priority*, TRC Questions: Eng , ActivityDesc:Repair complete, UpstreamSpeed:20,DownstreamSpeed:80,Tested:1,NotTestedReason:,DemoPerson:Mr. Finbar finbar,DoorColor:,Questions:closureNotes:OGEA89476980, GEA service test completed and no fault found. Download Speed: 79.9Mbit/s Upload Speed: 20.0Mbit/s LocationOfIntervention:Nte, CableSize:Dis, PairChangedFrom:nte, PairChangedTo:bt66 Job LS-LS2686926 will be allocated the new pin EMZ|AH23 as part of task retention to 3rd Party Contra|ctors Job LS-LS2686926 will be allocated the new p|in EMZAH23 as part of task retention to 3rd Party |Contractors|Task LZ-LS2686926 manually assigned to Tech EMZAH2|3 by Control Tech NUQAG02 NGA test is passing with no fault conditions. Please retest and if the fault still persists, please reopen the ticket. Kind Regards, Mahesh S. Thanks MS - Supervisor |
Based on the provided Openreach engineer notes, it appears that the visit did not find any fault with the service. Since no issues were identified at the customer's property and the fault was cleared without any customer-caused damage or errors, this visit would be categorized as a Non-Chargeable Visit. The fault was related to Openreach maintained equipment, and the engineer notes indicate that no fault was found during testing.
Therefore, in this scenario, the engineer visit would be considered non-chargeable to the customer. |
2025-03-22 10:56:35 |
No |
|
| 9 |
Engineer note: ==Customer Report: End customer informed us their broadband speed is not achieving predicted speed.\n\n Initial test results: PQT test performed at NTE front plate.The test passed on 04/10/2024.\n\n Actions to uplift Openreach / customer network: Investigated the network and no further work required.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE front plate.The test passed on 04/10/2024.Final FastTest completed.The test passed on 04/10/2024 13:27:10.===QBC Summary End=== |
Based on the provided engineer note, this visit appears to fall under a non-chargeable category. The issue reported by the customer was related to broadband speed not achieving predicted levels, and the engineer conducted tests at the NTE front plate, with all tests passing. The investigation did not identify any network issues requiring further work, and the final tests also passed. The advice given to the customer suggested a possible issue with their equipment or Wi-Fi, recommending them to contact their Communication Provider (CP) for assistance. Since the fault was not found within the customer's property and no customer-caused issues were mentioned, this visit would likely be classified as non-chargeable. |
2025-03-22 10:52:45 |
No |
|
| 8 |
Engineer note: ==Customer Report: End customer informed us their broadband speed is not achieving predicted speed.\n\n Initial test results: PQT test performed at NTE front plate.The test passed on 04/10/2024.\n\n Actions to uplift Openreach / customer network: Investigated the network and no further work required.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE front plate.The test passed on 04/10/2024.Final FastTest completed.The test passed on 04/10/2024 13:27:10.===QBC Summary End=== |
Based on the provided engineer note, the visit appears to fall under a non-chargeable visit category. The fault seems to be related to the end customer's broadband speed not achieving the predicted speed. The engineer performed tests at the NTE front plate, investigated the network, and determined that no further work was required on the Openreach/customer network. The advice given to the customer indicates a possible issue with the end customer's equipment or Wi-Fi, and the customer was advised to contact their Communication Provider (CP) for further assistance. The final tests also passed successfully.
Therefore, this visit seems to be related to an issue outside the customer's property or responsibility, and no customer-caused damage or error is indicated. As such, this visit is likely non-chargeable. |
2025-03-22 10:52:38 |
No |
|
| 7 |
Good evening, We have performed the diagnostics on the line and below are the latest details. 4-1225777235517 301955749 OGEA75572240 Generic Ethernet Access Open Cleared. 21/03/2025 17:30:05 1B81 4150 Response Required - Fault Report Cleared Y In Joint AreaCable (Underground). QBC Summary Start===Customer Report: End customer informed of intermittent performance issue.\n\n Actions to resolve: Engineer has resolved the fault located at the D-side including aerial cables / lead-in / block terminal.The fault was located outside the end customer`s curtilage and shown by damp / corrosion to wire / cable.The fault was fixed by clearing in joint.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 21/03/2025 17:25.Final FastTest completed.The test passed on 21/03/2025 17:25.===QBC Summary End. TAM test :Line Test OK (In and Out) Item Value Fault Report Advised : N Main Fault Location : OK Test Outcome : Pass Test details:GEA service test completed and no fault found . - OK - GEA service test completed and no fault found . Test Summary Name Value Openreach Reference ID or_nga_blp10429117:12710653449 DiagnosticCode GTC_FTTC_SERVICE_0000 TestDescription GEA service test completed and no fault found . MainFaultLocation OK Sync Status In Sync Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Shubhangi L. Thanks SL - Supervisor |
Based on the provided information from the diagnostics report, the engineer visit in this scenario would be categorized as a non-chargeable visit due to the following reasons:
1. Faults Outside the Customer’s Property: The fault was located outside the end customer's curtilage and shown by damp/corrosion to wire/cable.
2. External Faults: The fault was resolved at the D-side, including aerial cables/lead-in/block terminal, indicating an issue external to the customer's property.
Therefore, the customer should not be charged for this engineer visit as the fault was identified and fixed outside the customer's responsibility. |
2025-03-22 10:52:20 |
No |
|
| 6 |
Engineer note: ==Customer Report: End customer informed us their broadband speed is not achieving predicted speed.\n\n Initial test results: PQT test performed at NTE front plate.The test passed on 04/10/2024.\n\n Actions to uplift Openreach / customer network: Investigated the network and no further work required.\n\n Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP.\n\n Final test results: Final PQT performed at the NTE front plate.The test passed on 04/10/2024.Final FastTest completed.The test passed on 04/10/2024 13:27:10.===QBC Summary End=== |
Based on the provided engineer note, the visit appears to fall under a non-chargeable category. The fault was related to the broadband speed not achieving the predicted speed, and the initial and final tests passed at the NTE front plate. The engineer investigated the network and determined that no further work was required. The advice given to the end customer also indicated a possible issue with the end customer's equipment or Wi-Fi, advising them to contact their Communication Provider (CP).
Therefore, this visit does not seem to be chargeable to the customer as it does not fall under any of the chargeable scenarios mentioned. It is categorized as a non-chargeable visit related to faults outside the customer's property. |
2025-03-22 10:52:19 |
No |
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| 5 |
Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate |
Based on the scenario provided, the visit would be considered chargeable. This is because the engineer performed work by connecting the HHT at the PCP, which is within the customer's property. Additionally, the FED was connected at the NTE back plate, which is also within the customer's premises. This falls under the category of customer-caused damage as the engineer had to perform work on the customer's equipment within the property. Therefore, this visit would be deemed chargeable. |
2025-03-22 10:48:55 |
No |
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| 4 |
Good evening, We have performed the diagnostics on the line and below are the latest details. 4-1225777235517 301955749 OGEA75572240 Generic Ethernet Access Open Cleared. 21/03/2025 17:30:05 1B81 4150 Response Required - Fault Report Cleared Y In Joint AreaCable (Underground). QBC Summary Start===Customer Report: End customer informed of intermittent performance issue.\n\n Actions to resolve: Engineer has resolved the fault located at the D-side including aerial cables / lead-in / block terminal.The fault was located outside the end customer`s curtilage and shown by damp / corrosion to wire / cable.The fault was fixed by clearing in joint.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 21/03/2025 17:25.Final FastTest completed.The test passed on 21/03/2025 17:25.===QBC Summary End. TAM test :Line Test OK (In and Out) Item Value Fault Report Advised : N Main Fault Location : OK Test Outcome : Pass Test details:GEA service test completed and no fault found . - OK - GEA service test completed and no fault found . Test Summary Name Value Openreach Reference ID or_nga_blp10429117:12710653449 DiagnosticCode GTC_FTTC_SERVICE_0000 TestDescription GEA service test completed and no fault found . MainFaultLocation OK Sync Status In Sync Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Shubhangi L. Thanks SL - Supervisor |
Based on the information provided, the engineer visit appears to be non-chargeable. The fault was found outside the end customer's curtilage (property boundary) and was located at the joint area cable underground. The issue was resolved by the engineer without any customer-caused damage or errors. Therefore, this visit should not be chargeable to the customer. |
2025-03-22 10:48:49 |
No |
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| 3 |
Good evening, We have performed the diagnostics on the line and below are the latest details. 4-1225777235517 301955749 OGEA75572240 Generic Ethernet Access Open Cleared. 21/03/2025 17:30:05 1B81 4150 Response Required - Fault Report Cleared Y In Joint AreaCable (Underground). QBC Summary Start===Customer Report: End customer informed of intermittent performance issue.\n\n Actions to resolve: Engineer has resolved the fault located at the D-side including aerial cables / lead-in / block terminal.The fault was located outside the end customer`s curtilage and shown by damp / corrosion to wire / cable.The fault was fixed by clearing in joint.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 21/03/2025 17:25.Final FastTest completed.The test passed on 21/03/2025 17:25.===QBC Summary End. TAM test :Line Test OK (In and Out) Item Value Fault Report Advised : N Main Fault Location : OK Test Outcome : Pass Test details:GEA service test completed and no fault found . - OK - GEA service test completed and no fault found . Test Summary Name Value Openreach Reference ID or_nga_blp10429117:12710653449 DiagnosticCode GTC_FTTC_SERVICE_0000 TestDescription GEA service test completed and no fault found . MainFaultLocation OK Sync Status In Sync Please retest and if the fault still persists, please reopen the ticket and provide 3 x access times & dates so that we can progress this for you if required. Kind regards, Shubhangi L. Thanks SL - Supervisor |
Based on the information provided, it seems that the fault was located outside the end customer's curtilage and was fixed by the engineer. Since the fault was not within the customer's premises and the issue was resolved by the engineer, the work done by the engineer should be chargeable. |
2025-03-22 10:47:43 |
No |
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