How to use the Broadband Fault Checker

If there's a problem with your broadband, you need to report it to us as quickly as you can.

There are 2 ways to do this: you can call us or report the problem using our Broadband Fault Checker.

This guide will focus on how to use the Broadband Fault Checker.

First, go to http://faults.plus.net/ - you'll be asked to log in if you're not already.

The first thing you'll see is the initial checks screen, make sure the telphone number shown is yours and press Yes to start the initial checks.

The initial checks are made up of 3 parts.

• Broadband telephone check: looks for open faults reported against your line - contact your phone provider if this fails.
• Account check: makes sure your account with us is ok - contact our Support Team if this fails.
• BT maintenance check: looks for known outages and maintenance work at your local exchange - Check the Usertools Exchange Checker for more information.

If any of these checks fail: It's likely to be the reason for the problems you're having, so make sure it's fixed before carrying on.

If all the checks pass: You'll see a screen like the one below, press Continue.

You'll be asked to what operating system and hardware you're using. Next you're asked what type of fault you are having - Speed or Connection or browsing.

If you're reporting a speed fault continue reading. Instructions for Connecting or browsing can be found further down the page.

Speed Faults

Your exchange status will be checked to see if there are any contention problems, if anything is found then you won't be allowed to continue, so you'll need to call our Support Team or raise a ticket to talk about this.

Next you'll be asked when the problems began and when your service was last known to be working.

After this you'll need to confirm that you have scanned your PC for viruses, completed 3 BT Speedtests and whether your problem is Intermittent or constant.

Finally you'll see a comment form, enter as much information as you can about what is happening.

Once you've answered everything, click Continue (at the bottom of the screen) to move on.

Connection or Browsing

First you'll be asked if you've ever been able to connect and if you've made any changes to your equipment.

Then you'll need to confirm if your modem or routers DSL light is On, Flashing or Off

If you're reporting a No Connection fault, choose the appropriate option and continue through the questions.

If you're reporting an Dropping Connection or Data Transfer fault, choose ON, answer YES to the next question, (Can you connect using your Broadband Username?) and you'll see the following:

Finally you'll see a comment form, enter as much information as you can about what is happening.

When you've answered everything, you'll see a comments box, put anything else you want to add here and press Continue.

Finally you'll be asked to enter contact details and confirm when you are available - we'll use the contact numbers that are stored on your account so make sure they are up to date otherwise we might not be able to contact you.

If you'd like to receive text message updates, enter your mobile number here too.

Click Start Connection Checks to submit your report. Your line will be tested and we'll be in touch when we have more information.

This article last updated 12th September 2008