Triage broadband and phone fault reports

Fields

• Channel (chat, app, email, call transcript)
• Fault report

Questions

1. Does the message report a service that is not working as it should? Yes / No

   Read the message. Count any service that has stopped, is slow, keeps dropping, has poor call quality or will not connect. Yes: The message reports at least one service not working as it should. No: The message is about something else, such as a bill, a move, an upgrade or how to use a feature, with no fault described.

2. Which service does the fault report say is affected? Choice

   Read the message and the services in the context. Pick the service the customer reports as not working. A home phone or alarm that is only mentioned because it runs over the broadband does not make it several services.

   • Broadband Internet through the gateway, on Wi-Fi or a cable.
   • Home phone The landline number: no dial tone, calls failing or poor call quality.
   • Mobile Calls, texts or data on a mobile plan.
   • TV The TV box or the TV app.
   • Several services The customer reports separate faults on two or more services, such as mobile and broadband.
   • No fault reported The message reports no service fault.

3. What is the main symptom in the fault report? Choice

   Read the message. Pick the symptom the customer describes most. If they describe several, pick the one that stops them using the service most.

   • No service Nothing works at all and has not come back.
   • Keeps dropping The service works, then cuts out and comes back, again and again.
   • Slow The service works but is much slower than it should be.
   • Weak Wi-Fi in parts of the home Fine near the gateway but weak or missing in some rooms.
   • One device One device will not connect or work while the others are fine.
   • No mobile signal at a place The mobile has no or poor signal at home or at another place the customer names.
   • Call quality Calls fail, echo, crackle or cut out.
   • No symptom The message describes no fault.

4. From the description, where is the fault most likely to be? Choice

   Read the message and "Where a fault usually is" in the context. Judge only from what the customer describes; a line test decides later.

   • Inside the home Wi-Fi, one device, or cables and wiring inside the home.
   • Line or network The connection itself: every device affected, the gateway shows no connection, or the area is affected.
   • No fault to place The message describes no fault.

5. Does the customer say neighbours or the local area have the same problem? Yes / No

   Read the message. Yes: The customer says neighbours, the street or the area have the same or a similar problem. No: The customer says neighbours are fine, or says nothing about anyone else.

6. Does the customer say they have already tried the usual first steps? Yes / No

   Read the message. Count restarting the gateway or device, checking or swapping cables, and trying another device or a wired connection. Yes: The customer says they tried at least one of these. No: The customer says they tried none of these, or says nothing about it.

7. Does the customer say this fault has happened before or came back after an earlier fix? Yes / No

   Read the message. Yes: The customer says the same fault happened before, or came back after an engineer visit or an earlier fix. No: The customer describes it as a new fault, or says nothing about earlier faults.

8. Does the customer say someone in the household relies on equipment or medicine that needs power, water or a phone line? Yes / No

   Count oxygen, a ventilator, home dialysis, a feeding pump, a nebuliser, a stair lift, a powered bed or chair, medicine that must be kept cold, and a telecare alarm or pendant that needs the phone line or broadband, however the customer names it ("the machine for her breathing"). Yes: The customer says someone in the household relies on such equipment or medicine. No: No such equipment or medicine is mentioned.

9. Does the customer mention circumstances that may mean they need extra support? Yes / No

   Count only what the report says about the customer or someone in their household. Do not infer anything from tone, writing style or spelling. Yes: The report mentions health problems, disability, bereavement, old age, money trouble, a language or literacy barrier, difficulty using the phone or internet, or similar circumstances. No: The report mentions none of these.

10. Does the customer express dissatisfaction with our service, decision or conduct? Yes / No

    Use the complaints paragraph in the context. Dissatisfaction counts whatever the main purpose of the report, and whether or not the customer uses the word "complaint". A plain fault report, such as "my internet is down", is not dissatisfaction with us on its own. Yes: The customer is unhappy with something we did, failed to do, or decided. No: The report expresses no dissatisfaction with us.

11. Where should this fault report go first? Choice

    Judge the message as a whole against the fault guide. The answer is a suggestion for the queue; line tests and the outage map are checked by code before anything is booked. When more than one option fits, pick the first in the list.

    • Priority repair Someone relies on the service for a medical alarm or equipment, or needs extra support: a person calls today and the repair is booked as a priority.
    • Check for an area fault The customer says neighbours or the area are affected: code checks the outage map and joins the report to any open incident.
    • Line test first The fault sounds like the line or network at this home: code runs a line test before an engineer is booked.
    • Self-help first The fault sounds like it is inside the home: the customer is guided through restarting, moving the gateway or testing another device before anything is booked.
    • Not a fault No fault is described: the message goes to the normal queue.

Lens columns

is_fault_report, is_fault_report_probability, affected_service, affected_service_probability, symptom, symptom_probability, fault_location, fault_location_probability, area_affected, area_affected_probability, steps_tried, steps_tried_probability, repeat_fault, repeat_fault_probability, medical_equipment, medical_equipment_probability, vulnerability_signal, vulnerability_signal_probability, complaint_expressed, complaint_expressed_probability, route, route_probability