We started rolling out Check Mate in March, after extensive industry consultation. We've subsequently documented guidelines to report faults, keeping Check Mate in mind. These guidelines have now been approved via the industry's Product Forum,

The Check Mate app lets you check your customers’ fibre status remotely, in real time. Using the app with these business rules, will ensure the fastest fault resolution for your customers. These rules help support your customer conversations, and are useful before logging a fault with us.

Please note: Check Mate currently only tests NGA fibre connections (Bitstream 2, 3 & 3a). Hence these guidelines have been written specifically for NGA fibre services. However, you can apply the general approach to point-to-point fibre services such as Bandwidth Fibre (BFAS), HSNS (Bitstream 4) and Direct Fibre (DFAS).

Next steps

Please share these rules with your wider team, so they’re well aware of them. You’ll find these rules under the Resources section on this page.