In December 2014 we are making a number of improvements to Service Performance Manager (SPM) and Online Faults Management (OFM) system to provide more information on your lines and make it easier to log faults. 

What's happening?

1. Technician line test results in SPM – 10 December 2014

Line State Diagnosis (LSD) tests run by our technicians in the field during fault restoration will be viewable in SPM.  These will assist you with tracking progress of your fault and validating any No Fault Found charges before logging a dispute.

When you log into SPM, enter an ASID and press Go, SPM automatically runs a LSD test.  This shows with your name against it in the Session Run box.  When our technician runs an LSD test it will show with ‘Field Services’ against it and will have a different reference number:

1. Self Service Truck Roll (SSTR) pre-selection in OFM – 1 December 2014

For fault types where SSTR is currently available (POTS and most Broadband scenarios), the SSTR tick box will now be pre-selected. 

We have found that when testing tools and upfront diagnostics have been used effectively the majority of these faults do not require intervention from our Assure team.  If you would like our Assure team to further investigate the fault, simply un-tick the SSTR box.

Your Service Delivery Manager can provide you with a list of the fault types where SSTR will be pre-ticked.

If you use B2B to log faults for these products, this will not introduce any changes for you.

1. Address field changes in OFM – 1 December 2014

The address fields in OFM will no longer be editable.  If you notice an error in the address, please use the standard OO & T process to request that the record is updated.

Who do I contact?

For more information please contact your Service Delivery Manager.