Networking & IT solutions help

How do I report a Megastream Ethernet fault?

Before reporting a fault, please run through these checks:

• Is your internal structured cabling connected and working properly?
• Is the NTE and all other routing equipment plugged in and powered?
• Is the network at your central Hub site, or control point, working properly?

If you've made these checks and believe the fault is with the MegaStream Ethernet circuit, fibre access or the NTE:

Please call the nominated service centre for the faulty circuit. You will find their number on your bill or NTE.

When you call, please have the following information to hand:

• The circuit MEUK reference number. This should be on the NTE.
• The name and telephone number of the person we should contact, throughout the repair process.
• A description of the fault.

You can report a problem at any time of the day and night, seven days a week, 365 days a year. If you report a problem outside normal office hours (0900 - 1700, Monday to Friday), you will need to state if access to your premises will be available.

We will keep you informed of progress made towards restoring your service and will tell you when this is completed.

Note: Service centre staff can not test or diagnose equipment beyond your NTE.

In the event of difficulties with the MegaStream Ethernet service, the hub or control point should be contacted to ensure that the service is still operational.

Only when the equipment connected to the BT service has been tested should a fault be reported to the BT Fault Reporting Point.

It is recommended that the hub or control point location reports and controls any faults.

Note: MegaStream Ethernet has been withdrawn from new supply and we will be unable to make any changes to your service.

We plan to fully withdraw the MegaStream Ethernet service by the end of March 2012.

If you have a MegaStream Ethernet product, please contact your Account Team who will be happy to discuss a suitable alternative with you.