Retail Connect
[Retail Connect]:
http://simp.ly/p/qB2ltq
RetailConnect Contacts:
btb.expedite@bt.com (the Retail Connect Fault Desk Group mailbox)
craig.macrae@bt.com
james.2.finlay@bt.com
martin.young@bt.com [MBN]
keith.2.dobson@bt.com
marc.coleman@bt.com
alan.mackenzie@bt.com (Knows his stuff). [Commissioning]
alexander.esplin@bt.com [Commissioning] (Helped with Bassetlaw Hospital).
jamie.mcbeath@bt.com
anurag.bose@bt.com
[MBN] if Technical Assistance required: 0800
7830185 (option 3)
If it's ''HWBF'' then contact details for support are: btb.expedite@bt.com
03316 640548
<!---
Common Passwords:
WH smiths
sysadm
BT3xp1te
enable password if needed is:
BTm85ter@cce355
--->
[Draytek]
[KFC]
[PPG] (Johnston Pains).
[COMPASS] (Kitchens).
[B&M]
[Pizza Hut]
[Burger King]
[WRVS]
==Jobs Done==
[Parking Ticket]
# Meadowhall:
07/01/2020 MB-114718505 2443049 PIZZA HUT KIOSKOU/G 10 THE OASIS MEADOWHALL SHOPPING CENTRE SHEFFIELD S9 1EP [Draytek 2862] router Pizza Hut 702 Router install Meadowhall 9:30am. I arrived and configured the router however it was not accepting the IP addresses, managed to get hold of craig.bufton@bt.com who advised the wrong model of rouer has been sent for this job however he was able to remote into my laptop and change some settings to get this one working. Craig he advised a switch should be on-site to be swapped. No sign of the switch, shop manager went away to make some enquries with Meadowhall post room. The switch was delivered to me at 10:40, swapped it out and moved ports as per Pizza hut help-desk. Switch now installed and all looking good. However fall-over is not working, Back office PC says "Remote Desktop Disconnected" when the ADSL cable is un-plugged.. Pizza hut help desk say they can see it up on network, cant see it on remote app. Spoke to Craig again for the SIM card settings be looked at, however there is just not enough of a signal (even when using the magnetic antennas). Piza hut aware. All OK.
14/07/2021
MB-115182796
B&M Meadowhall Retail Park. I arrived (Managers office) to find CD light flashing, tried shops phone in the socket, their is a dial tone but it will not ring out. logged into router and bounced interfaces and re-booted to no avail. gary.flowerday@bt.com advised he will report it back to the SD.
13/09/2022:
1319878/FTIP006924423 / ETHC15709038 / ONEA86827136 Bee World UK Ltd. UNIT 4 MEADOWHALL CENTRE. S9 1EP. @9:30am I called 21CN BT net 0800811343 opt 1 then opt 4 then opt 3. Waiting for a call back. The Meraki has already installed (Orange LED lit). However the Meraki has nothing connected to it other than "internet 1" going to ADVA box ONEA86827136. They have x2 24 Port TP-Link switches in the cab. The PC has two network cables coming out of it going into patch pannels. No one on-site knows what should connect to the PC, presume that one of the switches need connecting to the Meraki? (Also not picking any WIFI up on my phone or laptop. What SSID should be showing for this sore's WIFI?). Spoke to richard.bimpong@bt.com called back at 10:45am but then his fire alarm went off so he had to leave. [10:47] Cattanach,M,Mark,NPK31 R SSID: Jollibee Meadowhall is configured - running some checks as Meraki shows unreachable for 4 days. Factory re-set the Meraki and connectes OK now. Q2LY-WKEB-4TTY Sent a screen shot of the customers PC NIC card settings to Mark: [11:37] Cattanach,M,Mark,NPK31 R. ok, that one is statically assigned and the gateway is blank, I'd need to know what gateway IP is ok to use and if any others are static so I can reserve from the DHCP range (or I can disable DHCP if they are all statically assigned, but they would need a gateway IP to get out to the Internet). Customer can call in when they have the relevant info and we can configure to match. Slip number for this is 54746 - cheers
16/10/2023
MB-118558661.
NEW LOOK OFFICE, Meadowhall, S9 1EP. Arrived and found Meraki already plugged into the ADVA, Task delayed as was unable to locate ADSL NTE: 01142569370 / BBON00055816 had to ask Alistair Dove for confirmation of when and where it was installed. Finally connected Draytek to Adsl. Mr Dove confirmed all OK.
12/10/2021 [RETAIL CONNECT] Part Collection address - Unit 2, Drake Road, Victoria Park, Netherfield, Nottingham, NG4 2SQ. The Consignment Note is IB9836100 MB-115255296 "Incident : 2484115
Royal Voluntary Service 5 LIVERSAGE STREET DERBY DERBYSHIRE DE1 2LD. C1117-4P router install for RVS. FCZ241190AR username sysadmin privilege 1 secret 0 BT3xp1te sysadm alexander.esplin@bt.com Installed router, but LAN cut-over did not work (PC would not get internet connection). Plugged it back into old ZyXel router - still no internet, so presume a problem with their IT?
31/03/2021
Collection address - Unit 2, Drake Road, Victoria Park, Netherfield, Nottingham, NG4 2SQ. Consignment Note is JD3427376. MB-114886087 2473826 [Burger King] Router Install, Castle Boulevard, Nottingham, NG7 1FP (PM requested) CICMP-3011 (Qty:1) shipped to shipped to PF NOTTINGHAM (43) on 1791420 Unit 2, Drake Road, Victoria Park, Netherfield, Nottingham, NG4 2SQ, and RCICAB-3029 (Qty:1) shipped to shipped to PF NOTTINGHAM (43) on 1791421 . Fault: Router installation: [Retail Connect] 0845 6036679 Option 2 (installs). I spoke to [Commissioning] june.mccallum@bt.com she says signal strength is better. But obviously we need someone to go up on the roof and fasten the antenna to a pole. So do I just leave it on the shelf like it is as per my photo ? I have moved the antenna up above the ceiling tiles as high as possible. June confired all OK and site failover tests completed OK. Job can be closed. [Expenses] 20p card machine test.
MB-114825735 u-2471444 [LINCOLN] [Retail Connect] Burger King, Waterside Shopping Centre, High Street, Lincoln, LN2 1AP. parts: RCISIM-3317, RCIROU-5989 shipped to PF. Fault: Router and SIM installation.
14/12/2020 MB-115058528 / WH SMITH, 25 HIGH ROAD, NOTTINGHAM, NG9 2JQ. RETROU-0016 Site contact Name & Number: Bill - 01159222970. Router make and model: Cisco 887VA ISR. I arrived to find no power to the router. Swapped the PSU and router came back up. I called BT Retail Connect 2nd Line on 0800 7830185 Option 2. Spoke to Craig. Confirmed all OK. I will return the router un-used (but PSU faulty). 2467130 RETROU-0016 [Expenses]
25/08/2020
MB-114791580 2459219 Part(s) shipping to PF Lincoln for engineer to collect prior to attendance 25/08. Collection address - Unit 3, Whisby Way, Whisby Rd Ind. Est., Lincoln, LN6 3LQ. IQ8927215. ANCHOR HANOVER, 29, EDGEHILL [LINCOLN] LN5 9TZ Engineer: Please contact the BT Retail Connect 2nd Line on 0800 7830185 Option 2 (fault calls) or 0845 6036679 Option 2 (installs) before leaving site to confirm remote connectivity is restored and all services are working. RCIROU-5725. I am in the managers office, however there are no staff about. I have left Rosie Prior a voicemail. Waiting in the managers office to be shown to where the router needs plugging into? I have located phone line: 01522721714 Current Firmware Version: was 3.9.2_BT now Firmware Version
3.9.4_BT 25/08/2020 10:18:54 Config: "V2862n_HH_BT_v3.cfg" loaded onto the router. HH0259@BTEXPEDITE.COM bteHH [Draytek] Router is restarting. Please wait for around 10 seconds. After booting router, you could click the following URL LAN 1:
http://192.168.1.1:80 LAN 2:
http://10.100.102.1:80 LAN 3:
http://192.168.3.1:80 RE: Anchor Hanover Draytek 2862N install HH_0259 Router configured.Called 0845 6036679 Option 2 unable to get through. "All staff are busy, please hold". Still holding for ages...... :( [25/08/2020 10:34] Mccallum,J,June,NKB31 R: Gareth, hi, good morning, I am in the middle of configuring a router with an engineer can you call 08456036679 Option 1, Option 6 one of my colleagues will assist. [25/08/2020 10:48] Mackenzie,A,Alan,NKB31 R: I can deal if you wish, I'll just amend the LAN and reboot [25/08/2020 10:58] Mackenzie,A,Alan,NKB31 R: LAN3 is the SSID That is configured correctly with DHCP so should be OK. If the customer is happy then that is us. Next step is there are being upgraded to FTTC but no more visits required Returned to Barlborugh: D~10797450401
07/08/2020
MB-114773612, U-2458277 CCC , Previous visit 06/08/2020 CCC ROUTER shipped to Site (Pre 9am) Fault: Replace router with a dreytek 2762. Additional comments: ''Wendy Murr 01430435713''. BT - RETAIL CONNECT HOWDENS STAFF RESTAURANT, THORPE ROAD GOOLE DN14 7PA.
Vigor2762n, Started downloading the firmware, phone signal was poor, took almost an hour,
•
LAN Gateway address
•
WAN Chap username
•
Router Hostname
http://192.168.1.1
I have logged into the router, loaded the config that you sent. I have changed my IP as per the doccument, but still won't connect to the draytek again on :
http://192.168.2.1
as per instructions: Firmware 3.8.8.2_BT downloaded and installed (extracted from v2762_3882_BT.zip) Tried different browser, http / https, re-booted laptop, re-booted router...I have factory re-set. Re-loaded FW, reloaded config. Still can't get back on it. Spoke to james.2.finlay@bt.com for support. Tried with ADSL cable in - Jim is unable to see the router connected.
attempt #1: V2762_Gold_3891_V2.cfg
attempt #2: V2762_Gold_3891_V2.cfg
attempt #3: V2762_20200324_Compass_WBMC_3882.cfg
attempt #4: Vigor2762n_001DAA47ED88.cfg (Jim got it from another site's working router).
I have re-loaded each config to no avail, still unable to connect to
http://192.168.2.1 (re-checked laptop settings etc).
Tried several IP addresses:
https://10.22.112.125
192.168.1.1
10.198.11.194. Jim suggests trying a different router. Thanks.
RETROU-0085 shipped to SITE
I have arrived, but no sign of new router?
10.198.62.129
255.255.255.224
10.22.117.20
Darren Langfield has sent me another set of instructions with:
•
Change your PC to use a static IP and use 10.10.10.2 Subnet mask 255.255.255.240 and default gateway 10.10.10.1
•
Then connect the PC to port 1 on the Draytek router.
•
Type
http://10.10.10.1 into the URL.
Works on LAN 1:
http://192.168.1.1:80
LAN 2:
http://10.10.10.1:80
New router arrived @ 10:50 (not required) I rang 08007830185 (option 3). Spoke to marc.coleman@bt.com he can see the router is up on solarwinds, asked if I needed anything else or just to know its up? He advises "Not sure what else we can do to be honest, if they are not on the vigorACS platform we can get very little info from them". I spoke to james.2.finlay@bt.com who advised the LAN needs changing, he is checking what it should be...Jim configured the router, at 11:20am the laptop connected briefly, however he then changed something else and it went off again. 11:46:31 Jim is still changing settings to try and get site's machine to connect. 11:51 jim managed to get internet access from site's laptop via LAN. 11:59:17 Site's laptop is now running through the new router. Checked with them to confirm connectivity - all OK. [07/08/2020 11:13] Phillips,G,Gareth,NKA712 R:
So this word doc that Darren has sent me is different to the one you sent. I've attached it to that email for you.
[07/08/2020 11:15] Finlay,J,Jim,NKB28 R:
the version is the same but obviously wrong. RETS140Y31050373 ROU-0085 D~10797453901
22/07/2020 MB-114759376 I arrived on-site and found the router's CD light was flashing. Checked socket but not getting a dial tone (Cable goes through some trunking in the wall to the back of a socket (with two numbers wrote on it: 0114 2452556 (no dial tone) & 0114 2459070). I found the socket: 0114 2459070 has a dial tone (it has a Draytek router in it labelled up CCTV). If I take out the Draytek router and connect the Cisco router all is OK, shop is back up and running (however their CCTV router is no longer connected). Called MBN: 08007830185, spoke to keith.2.dobson@bt.com who advised he can now see the CISCO router on solar winds and all looks good. Confirmed with store they can now take card payments etc all OK again. Store manager could not confirm if I was able to leave the CCTV router un-plugged so I called 15Group and advised them that LaneTop Sheffield: 65051 can either have the Cisco router with shop up and running and no CCTV or vice versa. Dan from 15 Group confirmed to leave the Cisco router connected and the Draytek CCTV un-plugged. We need OpenReach to look at this line fault. I will take the replacement router away with me as not required, not used. Thanks. Router config sent by matthew.2.phillips@bt.com 2457316 RETROU-0063 sn: FCZ235091B1 D~8394266801, D~8394266701, D~8394266601, D~8394266501, D~10797454001.
• RE: DATA ASSISTANCE REQUEST / IXD REF EX-100570008 Customer Detail End User Company Name: COMPASS CONTRACT SERVICES, End User Company Address (property number, street, town and Post Code) PLUSNET, THE BALANCE, 2 PINFOLD STREET, SHEFFIELD, S YORKSHIRE, S1 2GU End User Contact NamebPAULA CURNOW End User Telephone 07810 636847
Pri:2 16/07/2018 2375494(CCC) S60 2UD COMPASS (COSTA) COMPASS (COSTA), C/O ROTHERHAM GENERAL HOSPITAL, MOORGATE ROAD, ROTHERHAM, S60 2UD Contact...... JAMES CRUISE / Telephone.. 07402 192 855. Service Wish: Configure [DRAYTEK] router.
Pri:2 24/07/2018 2376997(CCC) LS1 3EX COMPASS. Part RCIROU-3901 (Qty:1) shipped to BBOX LEEDS BEESTON (67) on 1715005. = BBOX LEEDS BEESTON
LB4562 LEEDS BEESTON B - BP DOOR 7+8 BP COTTINGLEY HALL RING ROAD, BEESTON LEEDS LEEDS
LS11 0BD. Address: COMPASS, LEEDS GENERAL INFIRMARY COSTA, JUBILEE ENTRANCE, LEEDS, LS1 3EX Contact...... NADIA BERNARD / Telephone.. 01132 438832 / Service Wish Equipment.. INSTALLATION REQUEST - Draytek 2832 / "Attendance: Tues 24 July 2018 . . Fault: Please book a router engineer for the below site. "
U-2425008-CCC before I go.......Found a adsl cable sticking out the wall near the sockets not plugged into anything.....
[04/07/2019 15:02] Macrae,C,Craig,NKB22 R:
ah right could well be that is meant to be plugged into that 01777839277 line
[04/07/2019 15:02] Phillips,G,Gareth,NKA318 R:
The CD light on the router is now on since plugging it in.....
[04/07/2019 15:02] Macrae,C,Craig,NKB22 R:
its one of 2 things its either a genuine openreach line fault or its not plugged in right
two seconds i will see if it shows up remotely
[04/07/2019 15:03] Phillips,G,Gareth,NKA318 R:
But....... I've had to un-plug the draytek router.
[04/07/2019 15:04] Macrae,C,Craig,NKB22 R:
yes it shows up on solarwinds now
i dont think for this site we have draytek kit, may be old or their own possibly?
but site is green now
[04/07/2019 15:05] Phillips,G,Gareth,NKA318 R:
OK so should I leave the draytek unplugged ?
[04/07/2019 15:06] Phillips,G,Gareth,NKA318 R:
So the cisco is connected to the socket labelled "Euro IT".
[04/07/2019 15:06] Macrae,C,Craig,NKB22 R:
if thats what you had to do to get the cisco working yeah I would say so, it shows they should be on cisco here
[04/07/2019 15:07] Phillips,G,Gareth,NKA318 R:
The other socket that's aparently "Yumi" or whatever it's called has nothing plugged into it now as it's a normal socket, not a ADSL.
[04/07/2019 15:08] Macrae,C,Craig,NKB22 R:
hrm, the cisco should be plugged into the line number 01777839277 but if thats not clearly labelled not much you can do unless you have a phone to make a test call with
[04/07/2019 15:14] Phillips,G,Gareth,NKA318 R:
Right, plugged a phone in and it doesn't let me dial out.
There is a dial tone. Can start to punch numbers in, but then it just cuts off. Got the manager to try too and it does same.
[04/07/2019 15:15] Macrae,C,Craig,NKB22 R:
call barring possibly but could also be a fault
i will suggest to first line to run some openreach checks
[04/07/2019 15:16] Macrae,C,Craig,NKB22 R:
if it comes to it openreach will at least have the tools to trace which line is which
[04/07/2019 15:20] Phillips,G,Gareth,NKA318 R:
Sorry mate, can't get to anything yet, they are using this computer in the office..
The socket I can dial out on is: 01777838621, so that's "Euro IT" ?
[04/07/2019 15:22] Macrae,C,Craig,NKB22 R:
it must be the other one then as apparently the line number is 01777839277
theres only so much you can do though if it turns out to be a line issue, dont worry i have already told first line on the notes to start line checks
[04/07/2019 15:30] Phillips,G,Gareth,NKA318 R:
OK thanks for your help craig. I've left the Cisco plugged in (no idea what the number is? Can't dial out with a phone) and I've plugged the Draytek into 01777838621), Leaving it at that I think.....
[04/07/2019 15:32] Macrae,C,Craig,NKB22 R:
only so much you can do, some of these sites dont seem the most organised at labelling things up i have found
[04/07/2019 15:39] Phillips,G,Gareth,NKA318 R:
Yeah getting on my way now mate. Leaving it alone thanks for your help again, cheers.
[04/07/2019 15:39] Macrae,C,Craig,NKB22 R:
no problem
Username: sysadm
Password:
kfcs-12908-fttc-c>en
Password:
kfcs-12908-fttc-c#sh int des
Interface Status Protocol Description
AT0 initializing down *** PSTN / ***
AT0.1 initializing down
Ce0 up up
Ce1 admin down down
Di1 up up
Et0 down down *** PSTN / ***
Et0.101 down down *** PSTN / ***
Fa0 up up
Fa1 down down
Fa2 down down
Fa3 down down
Lo99 up up
Vi1 up up
Vi2 up up
Vl1 up up *** LAN Interface @ Store 12908 ***
kfcs-12908-fttc-c#conf t
Enter configuration commands, one per line. End with CNTL/Z.
kfcs-12908-fttc-c(config)#int AT0
kfcs-12908-fttc-c(config-if)#int AT0
kfcs-12908-fttc-c(config-if)#desc ** PSTN 01777839277 / BBEU32216489 ***
kfcs-12908-fttc-c#sh int des
Interface Status Protocol Description
AT0 initializing down ** PSTN 01777839277 / BBEU32216489 ***
AT0.1 initializing down
Ce0 up up
Ce1 admin down down
Di1 up up
Et0 down down *** PSTN / ***
Et0.101 down down *** PSTN / ***
Fa0 up up
Fa1 down down
Fa2 down down
Fa3 down down
Lo99 up up
Vi1 up up
Vi2 up up
Vl1 up up *** LAN Interface @ Store 12908 ***
kfcs-12908-fttc-c#wr
Building configuration...
[OK]
kfcs-12908-fttc-c#sh ip interface brief
Interface IP-Address OK? Method Status Protocol
ATM0 unassigned YES NVRAM initializing down
ATM0.1 unassigned YES unset initializing down
Cellular0 10.101.21.172 YES IPCP up up
Cellular1 unassigned YES unset administratively down down
Dialer1 10.21.80.96 YES IPCP up up
Ethernet0 unassigned YES NVRAM up up
Ethernet0.101 unassigned YES unset up up
FastEthernet0 unassigned YES unset up up
FastEthernet1 unassigned YES unset down down
FastEthernet2 unassigned YES unset down down
FastEthernet3 unassigned YES unset down down
---
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