Framestream Errors

Once a fault occurs, it is imperative that the customer checks their hardware/software configuration.

Only if it appears to be a problem with the line then these following procedures need to be adhered to:

1. ISP FrameStream customers will need to report all faults to Hertfordshire Service Centre on 0800 731 0851

2. The BT Service Centre in Hertfordshire will provide customers with a fault reference number at the time that the fault is reported. The basic information required from customers will be as follows

a) Service number CSACXXXXX/ CSUKXXXX/ MXFSXXXX

b) A/B end address

c) Fault condition

d) Customer contact name and number

e) Customer diagnostics completed i.e. power checks, onsite equipment checks

f) 24 hour Access times and access details

3. BT will complete the following

- Initial fault diagnostics

- Test the CellStream network

- Test the FrameStream part of the service (if proved not to be CellStream)

- Update CAMSS and Customer