Archive for October, 2016


Intermittent Line Faults

Monday, October 24th, 2016

Intermittent faults can be very frustrating for everyone involved. Trying to trace and resolve the fault is as difficult for the engineer, as it is for the customer who is trying to convince the engineer that there is definitely a fault!

Line faults often lie with the provider but it’s not always easy getting them to accept liability. An engineer’s visit will only consist of a 15-minute test and the likeliness of the fault occurring during this time is not high. This will then be classed as a failed visit and you, the bill payer, will be charged.
We understand that aside from the irritation it can be disruptive to your business too, so we are always keen to find a solution as quickly as possible.

We have found that by collecting accurate and detailed information of the fault is very helpful. We ask our customers to record 5 examples of the fault with as much detail as possible, such as the date and time of the call, whether it was inbound or outbound, where the call has come from and the issue experienced. This can highlight trends, which makes it easier to pin point the cause. We have designed a spreadsheet to help, which, once completed can be sent on to the line provider, who will then have more information to work on.