LinxOnline Service (LOLS) allows you to electronically lodge, monitor and clear any service issues you have with Telstra Wholesale in a secure online environment. Below you will find some frequently asked questions to help answer any queries you may have.
LinxOnline Service (LOLS) is Telstra's online service assurance system. It is the primary and most effective method of managing service assurance issues. The system allows you to :
Report problems with Telstra products and services
Track the progress of any faults reported to Telstra
View a summary of faults that have been previously reported against a service number
A Primary Digital Certificate is a necessity to access LOLS. Customers can allocate Secondary Digital Certificates to staff who will be using LOLS. See our Digital Certificate Management Guide (484Kb .PDF) for more information.
Yes, the representative can change the contact details for the life of the fault. See our Digital Certificate Management Guide (484Kb .PDF) for more information.
Yes, the contact details can be changed by the primary certificate holder who has to change them individually. See our Digital Certificate Management Guide (484Kb .PDF) for more information.
When you report a fault on your Service Number, Telstra will provide you with a unique Telstra Case Reference Number. This Reference Number is an easy way to track the progress of a fault in LOLS.
The Service Number may be made up of a combination of alphanumeric characters. The Service Number may not be complete without the appropriate prefix or suffix.
For example, the service number format for a basic Public Switched Telephony Service (PSTS) is 0312345678 (area code followed by 8 digit telephone number).
Voice and Data service numbers may include both a prefix and suffix, with a combination of alphanumeric characters. For example, Data service must be logged with the Full National Number format - N123456789N or Y123456789N.
ADSL N to K faults can now be logged in LOLS. They require the customer’s N to K number plus the additional characteristics like N1234567K001 or N123457K00. Please check with Telstra Wholesale Operations for your exact format if unknown.
Yes as long as when the fault was reported the Telstra consultant was given the exact Service Provider details. This is case if the Service Provider has multiple divisions.
When your search results are gathered they are displayed in the "Case Enquiry - Summary Results" page. For your convenience the most recent faults will be displayed at the top. If there are any "open" and "closed" faults, the "open" faults will be presented at the top of the list, with the most recent faults to the top. The "Case Enquiry - Summary Results" screen then allows you to easily re-sort the information by clicking on the sort indicator at the top of each column.
Some customers have their own internal reference numbers that they will use during the Fault Logging process. This makes it easy for a customer to track their own faults internally and cross reference the Telstra Case Reference Number with their own Internal Reference Number. The Customer Reference Number needs to be entered at time of logging. It is also recommended that the customer reference number be entered in the additional details field so the Telstra Field staff have visibility of this number. If you use a Customer Reference Number it must be also entered into the additional details field so Telstra Field staff have visibility of this number.
To ensure that only faults within Telstra's Network are reported to Telstra. Additional charges will apply if investigations and/or work have been carried out by Telstra, and the reported fault is not found to be in Telstra's network.
To perform an isolation test all internal wiring including filters and private equipment need to be disconnected. For some Products like ULLS and SSS isolation testing will be required at the both the Exchange and End User ends of the circuit. Testing can then be performed at the Network Boundary Point. If after isolation testing the fault condition is proved into the Telstra Network after a fault should be reported in LOLS.
There are specific performance standards that Telstra is required to meet in regards to the Repair of an unworkable or unserviceable Customer Service Guarantee (CSG) service. According to the CSG Standard, a fault or service difficulty in relation to a specified service refers to:
absence of a dial or ring tone; or
inability to make or receive calls (unless the service provided to the customer requires restriction) ; or
disruption to communications because of excessive noise levels; or repetition of service cutoffs; or
another condition that makes the service wholly or partially unusable; or
inoperative enhanced call features (if the service includes an enhanced call handling feature)
All Telstra products have designated parameters within which faults are actioned. These can vary depending on the product and/or individual agreement we have with you to provide service. In some cases you may have an agreement with us which allows you to choose an enhanced service level for the fault, based on the severity of the problem and the impact to your customer's business. Fees may apply to some of the upgrade options available, which will be shown if applicable.
Because LinxOnline Service is a dynamic application, the ability to navigate backwards and forwards between pages is limited to the navigational buttons within the application. If you see an "Out of context navigation" notification, it means LinxOnline Service is not capable of responding to your attempted navigation. This may happen, for example, when a button within the application is clicked many times before the server is able to respond, or if you have multiple browser instances running on a single computer. When you see this message you will need to return to the normal fault logging process.
Telstra provides product assistance for the different types of MessageBank® services within Telstra's Product Catalogue @ telstra.com. This information may assist with resolving your service difficulty. If you are unable to resolve your service difficulty with the information provided in the product catalogue, you can report your service difficulty to Telstra using the LinxOnline Service facility.
For basic telephones, once the service has been restored, a continuous beep will be heard instead of dial tone on the service. This is the diversion facility tone. To remove the diversion facility tone and receive dial tone #21#.
For other Customer Premises Equipment please refer to relevant product literature or contact the equipment manufacturer.
As a last resort if you have any difficulty removing the diversion please call our Fault Reporting Centre.
The service address can be amended, and this change will be valid for the life of the fault. In addition, this action will trigger an investigation by our records area into whether this correction needs to be made in our core systems as well. You may be contacted for verification of the change.
No, the fields marked with a red asterisk ( * ) are mandatory fields. You cannot continue logging the fault if these fields are not filled in. The digital certificate owner?s details are automatically loaded, the site contact needs to be manually loaded (it?s mandatory), and the alternate contact can also be manually loaded (although this is not mandatory).
As this field is mandatory, a phone number and contact person must be entered. Due to a process change it is recommended that the Service Provider contact number be populated into this field. Telstra staff will contact the Service Provider if site access is required. A system change will be required to correct this issue.
When a fault is logged through LOLS on a service that is within a Telstra Exchange or Cable outage you will notice a pop up message when looking up the service details in LOLS. You will be offered a choice between choosing to associate the fault with the Volume Hold or not lodge a fault at all. If you create the fault, unless the Telstra equipment has been proven to be faulty, it is recommended the fault to be associated with the Volume Hold queue and not sent to field.
The browser navigation buttons are not supported by LOLS. Using these buttons breaks the security layer and the user will receive errors and will need to log out to reset the system.
If Telstra attends and finds no fault in the Telstra network, incorrect call out charges will apply. The charge rates can be found in Our Customer Terms or in your contracts or schedules.
Information regarding Telstra's service assurance obligation can be found online within telstra.com and in your agreements with Telstra. Reference material is available in Telstra's Our Customer Terms (OCT) Documents, and our Customer Service Guarantee Scheme includes information on Telstra's Legislated Customer Service Guarantee for Standard Telephone Services.
Have you been able to isolate the problem? Is the problem related to one or all users? Have you checked the scheduled and unscheduled outage page at www.telstrawholesale.com. If you have never previously logged into LOLS successfully it is essential that you confirm your Digital Certificate (DC) has been set up correctly. If the DC is correct, select LinxOnline Service from the dropdown list on the right side of the page and press ?Go?..
