11 How to report a fault
BT has established X-Stream Service Centres to deal exclusively with
maintaining KiloStream and MegaStream digital private circuits.
Before you contact an X-Stream Service Centre, you should:
• ensure that the fault is in the private circuit or NTU and isn’t due to
your own wiring or terminal equipment
• ensure that all plugs are properly connected and that there is power to
the equipment
• ensure that any non-BT maintained equipment is working
• carry out the tests described in the section above, Testing your private
circuit.
If the fault is with the private circuit or the NTU, please telephone your
nominated X-Stream Service Centre, as shown on the inside front cover
of this guide.
If the fault is with your International KiloStream private circuit, please
ring the number provided in your customer handover information.
When you ring, you’ll need to give the following information:
• the circuit reference number, which you’ll find on the cover of your NTU
• the name and telephone number of the person in your company whom
we can contact while the fault is being traced; when the line is clear,
we will inform the same person
• a description of the fault.
Operating guide
14
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