Customer Services FAQs

We are required to give a contact name to the site engineers and would ask that you provide us with the details of someone who, whilst not necessarily technical, knows where your communication points are located and can advise. This person should also if necessary be able to escort the engineer to the right place.

The default for all communication is by email to the  contact that you have provided and that is detailed in your Service Order. Should you require notifications to be copied to anyone else in your organisation, this is not a problem; please let the Solution Delivery Team know at any time throughout the delivery cycle.

Before raising a fault we would encourage you to follow the guidance detailed in 4, 5 and 6. If this does not resolve the problem then please log a fault.

 

- To ensure the correct management of the fault through to resolution you are required to contact the Vialtus Solutions Service desk.

- To help us help you more effectively, please provide the following information:

 

Organisation Name

Vialtus Account Number

Description of the Query or Problem

Contact Name

Contact Telephone Number & Email Address

- Check that the router/modem is powered on.

- Check and note which lights are showing on the router.

- Make sure all cabling is firmly plugged into the router/modem and the micro-filter.

- The router/modem has been rebooted

- Check that the line has a dial tone (may not apply for lines with outbound call barring). If it doesn’t you will need to report a fault to your telephone provider

- Check and replace the DSL microfilter

- If the router is connected via a extension lead, try connecting it to the master socket

- If any other equipment uses the line, try removing the equipment from the line and retesting

 

Router configuration details

 

Routers should be configured with the below parameters:

 

VPI: 0

VCI: 38

PPP Type/Encapsulation: PPPoA (PPP over ATM) NOT PPPoE

Framing: VC-MUX

Modulation/Mode: G.DMT 

- Check that the router is powered up.

- Check and note which lights are showing on the router and the NTE (network termination equipment) that the router connects to.

- Check that cabling to the Ethernet interface on the router is firmly plugged in.

To raise a PSTN fault with Vialtus Solutions please send an e-mail to   auto-support@vialtus.com with the following information:

 

- Confirmation that all equipment (cable, handset PABX) has been checked and where possible replaced.

- Full details of the problem being experienced.

- For issues affecting outgoing calls, details of numbers dialled and the dates and times the issue occurred. 3 examples are required.

- For Carrier Preselect customers, the results of testing having dialed the prefix 1280 to force outbound calls via BT.

- For ISDN30 customers, details of the primary number. 

- You will need to complete the Registration Form or the Tranfer Form and send it to hostmaster@gxn.net .

- Vialtus Domain Admin team will then begin the process of registering or transferring the domain to Vialtus Solutions.

- For security reasons you will need to send a fax on company headed notepaper to 0845 079 1024.

- The fax should contain details of the domain in question and  clearly  detail the change  that you require.

Please let us know as early as you possibly can, so that we can organise matters and ensure we meet any key deadlines you may have. 

 

When you advise us of a change, could you please have the following information to hand, as this will really help to speed up the process from our side:

 

• Details of your current and new location – including if possible floor and building numbers, telephone numbers and new postcodes.
  
• The date you plan to relocate.
  
• Your Master Service Agreement and Service Order numbers (both can be found in the top left hand corner of your Vialtus contract).
  

Despite our best efforts, things can go wrong. When they do, we want to know so we can put them right as quickly as possible.

 

You can make a complaint to Customer Relations by phone, fax, e-mail or letter.

To cancel your service, please contact customer relations by email or fax.

 

This will need to be on your company letter head, please keep a copy of the proof of sending (e.g. Fax verification).

 

It must be signed by either  your nominated contact for this Account, Senior Manager or Company Director.

 

Please ensure that you state clearly your  Customer Number and your Service Order Number.  To help us with our commitment to service improvement we would be especially grateful if you could advise us of your reasons for cancelling your services with us.

 

The required notice will be dependent on the type of service you have with Vialtus Solutions; this should be stated on your Service Order. If you are still unsure of the required notice period, please contact Customer Relations.   

 

Once we receive a cancellation request from you a Vialtus representive will be in touch with you to discuss your cancellation requirements.