Reporting faults.
WHAT TO ESTABLISH BEFORE CONTACTING THEM
Whether the problem is inside your network What you have already tested When it started and how often it occurs
WHY
The first question will be whether you have restarted and tested on a cable.
Having done both saves a call.
WHAT TO PROVIDE
Test results, with times Whether it affects all devices Whether wired is affected Trace results, if relevant
WHAT TO ASK
Whether there is a known fault What they can see from their side What the next step is and when
WHAT TO RECORD
The reference, who you spoke to, and what was promised.
WHAT TO DO ABOUT INTERMITTENT FAULTS
Log occurrences with times.
Intermittent problems are dismissed without evidence.
WHAT TO ESCALATE
Repeated faults with no resolution.
WHAT TO CHECK IN YOUR AGREEMENT
What service level applies, if any.
WHAT NOT TO DO
Accept a dismissal without evidence of your own.
