I could be cynical:
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Originally Posted by ntl customer
What is the fault?
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They don't know that yet, they just know it's stopped working
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Originally Posted by ntl customer
What is the resolution?
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They don't know that yet 'cos they cant find out what went wrong
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Originally Posted by ntl customer
What are you doing to prevent it from happening in future?
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Until they know what went wrong and how to fix it you surely cannot expect prevention?