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 | Trooli |
|---|---|---|---|---|
| ACCESS_ISSUE | 307|321 | - No Access - Covid - Customer unable to make appointment | 524|101004|101006|101030|101138|101140|101141|101142|101144|101146|101147|101155 | - 5.2 Customer No Access |
| 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 | - 1.1 NDLI - 1.2 Blockage Customer - 1.3 Blockage Network - 1.4 Civils Defect - 1.5 Civil Not Complete - 1.6 D-Pole - 1.7 Other | ||
| 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 | - 5.1 Customer Cancels On the Day - 5.3 Customer Declines Work | |
| FAULT_AT_NODE | 313 | - No Light at Drop Node - High Light Loss at Drop Node | - 2.1 FP Not Live - 2.2 FP No Capacity - 2.3 High Levels - 2.4 FP Not Mounted - 2.5 Other - 2.6 Other - 2.7 Other | |
| 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 | - 4.1 Long Reach Ladder - 4.2 Track & Locate Required - 4.3 Scaffolding Tower - 4.4 Equipment (drills, routers, rodder) - 4.5 Hoist - 4.7 other - 6.1 Weather/Soft Install - 6.2 Weather/Soft Install Declined - 6.3 Weather/Soft Install TBC - 6.4 Other |
| 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 - * | * | - 5.4 Customer Other |
| PARTIAL_INSTALL | 316|322 | |||
| PLANNING_ISSUE | 210 | 101002|101021|101024|101083|101086|101107|101114|101115|101116|101117|101133|101163|101164|101165|101166|101168|101169|101189 | - 3.1 JUP - 3.3 Network OH/House UG Planning - 3.4 Wayleave - 3.5 Unable to Serve - 3.6 MDU - 3.7 Other - 3.8 Other - 3.9 Other | |
| 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 | - 4.6 SAFETY |
| SUPPLIER_FAULT | 320|599 | 101010|101016|101076|101077 | ||
| SURVEY_REQUIRED | 202|203 | 101061|101161|101179 | - 3.2 Survey Method of Feed | |
| TELECARE_ISSUE | 101193|101194|101195 | |||
| 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 | - 7.1 Booking Error - 7.2 Resource |
| UNKNOWN_FAULT | 310 | 801|101074|101079 | ||
| WAYLEAVE_ISSUE | 305 | - Wayleave | 101162 |