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Originally Posted by dezzo
You can (or at least used to be able to) diagnose some problems remotely.
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All you can really do remotely is status the line equipment at the exchange. It will either be idle or busy or parked (depending on type of switch). A permanently busy or parked line might indicate a line or mux fault but that's as far as diagnostics go. After working in BT for many years the lack of a line test facility was one of the things that struck me as odd and a bit backward in the cable industry. Line test equipment could be provided if every cabinet had a test head, but of course this would be too expensive. Much easier to dispatch an engineer. As Hairy_Mick said, an engineer would be able to check most things out without the need to go in the customers premises.