Problem Code Mapping
This table represents the mapping between suppliers and Fibre Cafe. Note that some suppliers (i.e. Community Fibre and Freedom Fibre) perform the problem code mapping internally and supply the Fibre Cafe problem code.
| Problem Code | CityFibre | Freedom Fibre | BTWholesale |
|---|---|---|---|
| ACCESS_ISSUE | 307|321 | - No Access - Covid - Customer unable to make appointment |
524|101004|101006|101030|101138|101140|101141|101142|101144|101146|101147|101155 |
| ACTIVATION_FAILED | 303 | - Unable to activate the ONT – System - OLT Port mismatch |
101172|101173 |
| ADDITIONAL_WORK | 101019|101070|101071|101072|101073|101087|101090|101091|101092|101093|101094|101096|101104|101106|101132|101156|101157|101167|101190|101191 | ||
| APPOINTMENT_NOT_REQUIRED | 903|101121 | ||
| CAPACITY_ISSUE | 318|503 | 7000|7026|7027|7028|101011|101060|101062|101089|101134|101135|101178 | |
| COST_ISSUE | 909|2049|2050|2051|101026|101171|101174 | ||
| CUSTOMER_CHANGED_MIND | 309 | - Customer cancelled day before - Customer cancelled on the day - Unable to agree route |
|
| FAULT_AT_NODE | 313 | - No Light at Drop Node - High Light Loss at Drop Node |
|
| FAULT_AT_ONT | 315 | 101050|101051|101109 | |
| FAULT_AT_POP | 314 | ||
| INFORMATION_REQUIRED | 200|201|205|206|319 | 101007|101022|101031|101075|101103|101170|101177|101181|101182 | |
| INSTALL_FAILED | 302|316 | - Non-Standard install - Site unsuitable - customer - Health and Safety - customer - MEWP only install |
101020|101192 |
| INVALID_REQUEST | |||
| LINKED_ORDER_ISSUE | 101018|101025|101052|101053|101057|101063|101064|101081 | ||
| NETWORK_ISSUE | 301|204 | - Fibre Stoppage - ONT not detected when light is correct - Pole Mapping - Toby Location - BTOR leadin issue |
101012|101054|101055|101068|101080|101082|101084|101085|101098|101099|101100|101101|101102|101108|101113|101118|101119 |
| NETWORK_UNAVAILABLE | 317 | 7015|7016|7018|7019|7021|7022|7024|7025|7031 | |
| NO_LONGER_REQUIRED | 300 | - Miss-sold service - Incorrect address |
|
| OTHER | 299|399|* | - Rescheduled by Dispatch - Unable to progress install order - * |
* |
| PLANNING_ISSUE | 210 | 101002|101021|101024|101083|101086|101107|101114|101115|101116|101117|101133|101163|101164|101165|101166|101168|101169|101189 | |
| PROPERTY_UNOCCUPIED | 308 | |101112|101130|101143|101158 | |
| ROUTER_NOT_AVAILABLE | |||
| SITE_UNSAFE | 306 | - Site unsuitable – installer - Health and Safety - installer |
101017|101088|101110|101139|101145|101180 |
| SUPPLIER_FAULT | 320|599 | 101010|101016|101076|101077 | |
| SURVEY_REQUIRED | 202|203 | 101061|101161|101179 | |
| TIMED_OUT | 304 | 101059|101120 | |
| UNABLE_TO_ATTEND | 311|312 | - Unable to complete task | 521|523|525|589|101005|101097|101131|101148|101149|101150|101151|101152|101153|101154 |
| UNKNOWN_FAULT | 310 | 801|101074|101079 | |
| WAYLEAVE_ISSUE | 305 | - Wayleave | 101162 |