Once the tenant has successfully submitted a service test request and the test has been completed by the supplier, the tenant will receive the results via a KCI. Examples of these KCI's can be found here. The below table details the possible results from the service test and if a service problem can be raised. Where a service problem can be raised, this will be valid for 2 hours. After this point a new service test must be carried out before a service problem can be raised. Some results will not allow a service problem to be raised.
Please note: It is currently not possible to raise a service problem if the test outcome is 'GREEN'.
| Test Outcome | Code | Description | Raise Problem? |
|---|---|---|---|
| RED | POTENTIAL_BRAS_PROFILE_MISMATCH | The service test has identified a potential BRAS profile mismatch. Service problem may be raised to the supplier to investigate further, once end user checks have been completed. | Yes |
| RED | STALE_PPP_SESSION | The service test has identified a potential stale PPP session. Service problem may be raised to the supplier to investigate further, once end user checks have been completed. | Yes |
| RED | PERFORMANCE_BOTTLENECK | The service test has detected a potential performance bottleneck currently being worked on by the supplier. Service problem may be raised to the supplier to get updates on resolution. | Yes |
| RED | DAMAGED_CPE | The tenant has reported damaged CPE. Service problem may be raised to the supplier for further investigation, once end user checks have been completed. | Yes |
| RED | MULTICAST_CONFIGURATION_ISSUE | The service test has detected a potential issue with the configuration of Multicast. Service problem may be raised to the supplier for further investigation, once end user checks have been completed. | Yes |
| RED | POTENTIAL_TV_CONNECT_ISSUE | The service test has detected a potential issue with the TV Connect service. Service problem may be raised to the supplier for further investigation, once end user checks have been completed. | Yes |
| RED | KNOWN_INCIDENT | The service is impacted by a known incident <#Incident ID>, and is anticipated to be resolved by <#Estimated Completion Date>. Please rerun the service test after the incident has been resolved. | No |
| RED | NETWORK_NODE_ISSUE | The service test has detected a high VLAN utilisation reaching Red levels. Please wait until VLAN update is complete before retesting. This is anticipated to be around <#actual date/#PEW End Date> | Yes |
| RED | HIGH_VLAN_UTILISATION | The service test has detected a high VLAN utilisation reaching Red levels. Please wait until VLAN update is complete before retesting. This is anticipated to be around <#actual date/#PEW End Date>. | No |
| RED | NETWORK_NODE_ISSUE | The service test has detected a potential issue with a network node. Please wait until network node update is complete before retesting. This is anticipated to be around <#PEW End Date> | No |
| RED | POTENTIAL_SERVICE_WIRING_ISSUE | The service test has detected a potential issue with the service wiring. Service problem may be raised to the supplier for further investigation, once end user checks have been completed. | Yes |
| RED | POTENTIAL_HIGH_RESISTANCE | The service test has detected a potential high resistance issue near the end user premises. Service problem may be raised to the supplier for further investigation, once end user checks have been completed. | Yes |
| RED | EXISTING_INCIDENT | The service is impacted by a known incident <#Incident ID>, and is anticipated to be resolved by <#Estimated Completion Date>. Please rerun the service test after the incident has been resolved. | No |
| AMBER | INSUFFICIENT_DATA | Insufficient data available from the service-test to determine an accurate result. Problem may be raised to the supplier to investigate further, once end user checks have been completed. | Yes |
| AMBER | POTENTIAL_LTVN_CONFIGURATION_ISSUE | A possible LTVN configuration issue has been identified. Service problem may be raised to the supplier to investigate further, once end user checks have been completed. | Yes |
| AMBER | ONT_SERIAL_NUMBER | Service Test has determined a potential fault with the ONT UNI Port <#ONT Serial Number>. Please check the Customers ONT Serial Number for variation and rerun the service test. | No |
| AMBER | POTENTIAL_HIGH_RESISTANCE | The service test has detected a potential high resistance issue near the end user premises, but no network fault detected. Service problem may be raised to the supplier for further investigation, once end user checks have been completed. | Yes |
| AMBER | HIGH_VLAN_UTILISATION | The service test has detected a high VLAN utilisation reaching Amber levels, and end user may experience problems at peak times. The supplier is working on a confirmed date when the issue will be resolved. | No |
| AMBER | OUTCOME_UNKNOWN | The Outcome Id returned from the Supplier is not known to the Fibre Cafe. Please review the OutcomeText field for additional details. | Yes |
| GREEN | MODEM_NOT_CONNECTED | Tests indicate the modem is not connected or not powered up. Please ensure the modem is powered up and rerun the service test | No |
| GREEN | SHORT_PPP_SESSIONS | The end user appears to be experiencing a large number of short PPP sessions. Recommended end-user checks are performed against PC set-up, drivers & application versions. | No |
| GREEN | REMOVE_VRI | The service test has detected an issue with the Voice Re-Injection (VRI) within the end user configuration. Please ensure VRI is isolated and rerun the service test | No |
| GREEN | NO_PPP_SESSION | The end user does not have a working PPP session. Recommend end-user checks are performed against PC set-up, drivers & application versions. | No |
| GREEN | NO_FAULT_FOUND | The service test has not identified a fault on the supplier network. Please review all end user and tenant related checks. | No |
| GREEN | HIGH_UTILISATION | The service test has detected a high end user utilisation of the service reaching acceptable limits. Recommended end-user checks are performed against PC set-up, drivers & application versions and rerun the service test. | No |
| GREEN | HIGH_TV_CONNECT_UTILISATION | The service test has not identifier a TV Connect fault on the supplier network. Please review all end user and tenant related checks. | No |
| GREEN | NO_TV_CONNECT_ISSUE | The service test has not identifier a TV Connect fault on the supplier network. Please review all end user and tenant related checks. | No |
| GREEN | NON_INTRUSIVE_TEST | No fault identified as part of a non-intrusive service test. Please execute an intrusive service test to determine next actions. | No |
| GREEN | MODEM_NOT_IN_SYNC | The service test indicates the modem is not in sync with the service. This is normally a result of incompatible modem or double filtering. Please validate suitability of modem and repeat end user checks. | No |
| GREEN | POTENTIAL_IN_HOME_ISSUE | The service test has detected a potential home environment resistance issue at the end user premises, but no network fault detected. Recommended end-user checks are performed against PC set-up, drivers & application versions. | No |
| UNAVAILABLE | FAILED_VRI | The service test has failed to execute on the supplier side, and Voice Re-Injection (VRI) has been detected. Please ensure VRI is isolated and rerun the service test | No |
| UNAVAILABLE | FAILED_TO_EXECUTE | The service test has failed to execute on the supplier side. Service problem may be raised to the supplier for further investigation, once end user checks have been completed. | Yes |
| FAILED | INVALID_REQUEST | The request is not valid | No |
| FAILED | OUTCOME_UNKNOWN | The error code returned from the Supplier is not known to the Fibre Cafe. Please review the OutcomeText field for additional details. | No |
| FAILED | SERVICE_TEST_NOT_SUPPORTED | Service test functionality is not supported for this supplier | No |