Easy Fix

www.btc.bw

Mission, Vision, Values

Contents

BTC Mission

Contents
Description
INTRODUCTION ABBREVIATIONS COMMON TELEPHONE LINE FAULTS NO DIAL TONE DIAL TONE PRESENT, CAN RECEIVE CALLS BUT CAN NOT MAKE CALLS PHONE BELL OFF / LOW COMMON VSAT (VERY SMALL APERTURE TERMINAL) FAULTS ON & OFF DIAL TONE NO DIAL TONE COMMON FIXED WIRELESS TERMINAL FAULTS (FWT) COMMON ADSL AND EMAIL FAULTS INTERNET SPEED SLOW NO WIRELESS CONNECTION EMAIL RELATED COMMON SWITCHBOARD FAULTS NO DIAL TONE COMMON SWITCHBOARD EXTENSION FAULTS NO DIAL TONE EXTENSION CAN NOT TRANSFER EXTENSION RINGING AT ANOTHER EXTENSION EXTENSION NOT ABLE TO MAKE EXTERNAL CALLS EXTENSION CAN NOT PICK ANOTHER RINGING EXTENSION COMMON TELEPHONE MONITORING SYSTEM FAULTS BUFFER BOX MAKING DISTURBING NOISE TMS NOT RECORDING TMS NOT PRINTING BILLS 11 10 9 6 7 6

BTC provides quality telecommunication services for the benefit of our customers and other stakeholders.
BTC Vision

Page
4 4 5

To be a leader in telecommunications in Southern Africa by 2020

Our Values

Trust; customer focus; performance driven; accountability and commitment.

Page: 2

Page: 3

Abbreviations - Introduction

Common Telephone Line Faults

INTRODUCTION
This is a brief reference guide to the most common problems you may encounter with your home or business landline. Detailed steps to take are outlined to help you troubleshoot the minor problem before reporting a fault at the BTC call centre 121. This will reduce the inconvenience you may have to experience in waiting for your fault to be resolved.

COMMON TELEPHONE LINE FAULTS

1. NO DIAL TONE Check the following on your phone: a. Is the phone connected at the line jack unit (this is the little box that is attached to the wall)? Is the line cord connected to the back of the phone? (The cable that connects the Line Jack Unit to the phone) Try and connect another telephone instrument if there is any.

ABBREVIATIONS
The abbreviations used in this document have the following meaning: BTC: FWT: MAN3000: MODEM LED: PC: VSAT: Botswana Telecommunications Corporation Fixed Wireless Terminal Telephone Management System Software Modem Light Personal Computer Very Small Aperture Terminal

Type of line jack.

Cable connected to line jack.

b. If possible find out if the whole region / area is affected. This will inform you if the fault is common to the area or not which is usually as a result of underground cable cuts, due to on-going construction, cable theft etc. 2. DIAL TONE PRESENT, CAN RECEIVE CALLS BUT CANNOT MAKE CALLS Check the following: a. The pulse/tone button is on the Tone position( this button can be found at the back or on the side of the telephone instrument). b. Is the telephone line a prepaid or postpaid service? - If the telephone line is a postpaid service, make sure that the security code is not on. To unlock dial #33*CODE#. - If the telephone line is a prepaid service, make sure that the line is recharged. Check balance by dialing 1350 and follow voice prompts . 3. PHONE BELL OFF / LOW Adjust bell switch, normally on the side or at the back of the phone.

Page: 4

Page: 5

Common VSAT Faults

Common ADSL and Email Faults

COMMON VSAT (VERY SMALL APERTURE TERMINAL) FAULTS

1. ON & OFF DIAL TONE Check the following: a. If the dish is fastened properly. b. If there are any obstructions to the dish, e.g. trees, new building under construction, etc. 2. NO DIAL TONE Check the following: - If the modem is powered on.

COMMON ADSL AND EMAIL FAULTS

Check the following: 1. That the modem is always on. 2. The modem LED should always be green (internet, Broadband). The wireless LED is the only one that can be red if unsecured or green if secured. 3. That the splitter is plugged correctly phone connected to the phone port and modem connected to the modem port. You should also make sure there is a dial tone. 4. Make sure that the computer has been set up to get IP address automatically from the modem. 5. That the cable has been correctly run between the modem and the PC. 6. If there is no internet connection, try re-starting the modem with a power switch. 7. If there is still no internet connectivity, follow this procedure to reset the modem: Using a money clip, press and hold the RESET button for some seconds. All LED lights will go off except for the POWER. INTERNET SPEED SLOW Check the following: 1. Are there more computers connected to the modem? If there are more computers connected, your download speed will be affected. 2. What the purchased internet bandwidth is? The smaller the bandwidth the slower the internet speed. 3. Note that ADSL service is not a guaranteed service and is also contented. Bandwidth is not guaranteed, it is always fluctuating as it is shared. 4. All open applications running on the background e.g. bittorrent downloads are bandwidth hungry. Running multiple applications at the same time slow internet speed. (transfering of large files.) 5. Test your speed at http://www.speedtest.co.bw

COMMON FIXED WIRELESS TERMINAL FAULTS (FWT)

Check the following: 1. If the equipment is switched on. 2. If the equipment has been fully charged. 3. If the signal strength is low move to a better point and check if the antenna is connected firmly and upright.

Page: 6

Page: 7

Common ADSL and Email Faults

Common Switchboard Faults

NO WIRELESS CONNECTION Check the following: 1. If the wireless button on the PC is enabled. Make sure that the PC/Laptop has wireless card installed and enabled. 2. Is the ADSL modem wireless? It must have a small antenna! EMAIL RELATED Not receiving e-mail: Check the following: 1. That the internet connection is available. 2. That the incoming mail server settings are correct on your outlook, together with the login details, which is the email address and password. 3. Archive emails on your outlook to create space for your e-mails. Inability to send e-mail: Check the following: 1. That there is internet connection. 2. That the outgoing mail server settings are correct on your outlook. 3. That the e-mail address for the recipient is correct.

COMMON SWITCHBOARD FAULTS

NO DIAL TONE 1. Is the phone connected at the line jack unit (the little box usually attached to the wall)? 2. Is the line cord (the cable that connects the Line Jack Unit to the phone) connected at the back of the phone? 3. If there is no dial tone for both switchboard & extensions, check if the PABX system is powered on.

Page: 8

Page: 9

Common Switchboard Extension Faults

Common Telephone Monitoring System Faults

COMMON SWITCHBOARD EXTENSION FAULTS

WHEN AN EXTENSION CANNOT TRANSFER 1. Check the Pulse / Tone button button should be on Tone position. 2. Check the flash timer button button should be on 100 or 300. WHEN ONE EXTENSION RINGS AT ANOTHER EXTENSION 1. NEC system Dial 720 from reported extension. 2. Phillips system Dial #44 from reported extension. 3. Mitel system Dial *#* or 65 from reported extension. WHEN ONE EXTENSION IS NOT ABLE TO MAKE EXTERNAL CALLS This is not a fault 1. Customer to apply for service through your company administration or BTC contact person. Resource can help manage your business telephone bills by providing a Call Barring service that allows you to prevent calls to certain numbers. WHEN ONE EXTENSION CANNOT PICK ANOTHER RINGING EXTENSION This is not a fault 1. Customer to apply for service through administration officer. Resource can help manage extensions that are on same cluster / office (pick up group.)

COMMON TELEPHONE MONITORING SYSTEM FAULTS

BUFFER BOX MAKING DISTURBING NOISE A Buffer Box is a small box that is attached to the PC that monitors calls. The box is marked MAN3000. Check the following: 1. That the MAN3000 icon is open and running on the PC. 2. That the cable from buffer box to PC is plugged on. 3. That the Man3000 software time is the same as the PC time. TMS NOT RECORDING Check the following: 1. If the buffer box power is ON. 2. If the cable from buffer box to PC is plugged. TMS NOT PRINTING BILLS Check the following: 1. If the Please Register tab displays on the Man3000 software. 2. If so, close Man3000 and reload again. 3. If this does not work the software needs to be registered. If any of the above mentioned solutions does not work, please report your fault by calling 121 from your beMOBILE or landline. You can also send an email to 121@btc.bw.

Page: 10

Page: 11

customercare@botsnet.bw | 121@btc.bw |

www.btc.bw