Problem with phone line

Hi there,
I have been having problems with my phone line since May. The line is fine until one day I will pick up to make a call and there will be no dial tone. The tones on the keypad make a noise but the call doesn't happen. No one can get hold of me on my landline. When I get my son to do a line check the phone works again for a few days and then the problem starts again. This has all started since I got broadband. I have had two visits from engineers, the last one being Friday 20th August. That engineer told me he couldn't understand what was happening, he thought it might be the old underground cables and they couldn't cope with the broadband. I have the same issue again and am at my wits end. What should I do next?

Hi Coomrith and welcome
Did the engineer say whether he was going to escalate this?
You could email the forum mods - [email protected] with your name, account number, phone number and a link back to this thread. They may be able to offer some assistance.
-+-No longer a forum member-+-

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Please ask them to follow the instructions on this site http://bt.custhelp.com/app/answers/detail/a_id/9812/c/345,353
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Hi I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
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If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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Brian K
Verizon Telecom
Fiber Solution Center
Notice: Content posted by Verizon employees is meant to be informational and does not supercede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

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Try the self help guide first
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If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Intermittent problem with the line

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If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to find out what is going on.
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You have 14 days to return the computer w/no questions asked. Plus you have 90 days of FREE phone tech support on top of your standard 1 year warranty unless you also purchased AppleCare which gives you an additional 2 years of coverage plus FREE phone support.
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Hi,
First of all, sorry for cross posting this, but as you might gather I'm currently stuck between a rock and a hard place.
http://community.bt.com/t5/Phones/At-a-loss-with-phone-line/td-p/54639
I'm not going to repeat everything in that post, just to say when all equipment is unplugged and you get crackles and white noise through the phone, it can not be equipment, no matter how intermittent. Am I correct?
The main reason for cross posting is around the annoying BRAS IP profile. It seems that for 30mins of static, I get stuck on a 130k profile for 3days. I could cope with the occasional outage or slow down, but 3days is half a week and when you have the recent bad weather, you get 1day of decent profile before the next spat! As a result of this, I would like to see if anyone else in the community has been through similar?
I will point out that I have been working in IT for 13years, so I like to pretend that I know something about things, but I must say that BT is one of the only companies that I deal with and dealt with that seem insistent on blaming the customer for everything.
Connection information
Line state Connected
Connection time 0 days, 1:44:21
Downstream 2,048 Kbps
Upstream 448 Kbps
ADSL settings
VPI/VCI 0/38
Type PPPoA
Modulation ITU-T G.992.1
Latency type Interleaved
Noise margin (Down/Up) 9.6 dB / 19.0 dB
Line attenuation (Down/Up) 53.0 dB / 29.5 dB
Output power (Down/Up) 17.8 dBm / 12.1 dBm
Loss of Framing (Local) 0
Loss of Signal (Local) 0
Loss of Power (Local) 0
FEC Errors (Down/Up) 5261636 / 45
CRC Errors (Down/Up) 0 / 2147480000
HEC Errors (Down/Up) nil / 28
Error Seconds (Local) 134
Solved!
Go to Solution.

No I'm suggesting the mod team is preferable to calling India ....
What they do with you is down to them .... and you.
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I checked now and even no one is downloading there is the same problem.
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Hi,
What I mean is the microphone jack on your x-fi notebook. since you are saying you can hear yourself when you switch the recording source to microphone, I would assume that you have plugged in a microphone into your x-fi notebook. You should check if there is a microphone control on your volume mixer and whether it is unmuted if there is one. There are many sound card which allows for the microphone audio to be heard on the speaker output if the microphone source is unmuted.
Message Edited by flipflop on 03-29-2009 09:03 [email protected]

At a loss with phone line

Firstly I am stating for the record that I have a problem with my phone line. My broadband issues are just a by-product of the phone line fault.
This problem has been going on for several years, although, 2 months ago i made some progress.
The problem with my phone line occurs during extreme weather conditions, heavy rain or winds and as a result of it not being a permanent feature of my phone line. Over the past year, it has got a lot worse (broadband constantly dropping, struggling to be heard when on the phone), and after a lot of arguing with BT an engineer came out. Now bare in mind that the BT line tests came back as perfect and not a problem. engineer took one look at the cable coming in to the house and it crumbled in his hand. He also mentioned that he was picking something "odd" up on the line, but couldn't be sure what it was and seeing as the broadband connected that he would leave it.
Since the engineers visit, I have had an OK phone line, just a bit quiet, until 2 weeks ago. When we had all that rain. The crackles came back that evening, causing crackles and white noise down the phone line. It lasted an hour or so, but enough time to turn my 2Mbps bras profile into a 130k profile. 3 days later and we recover (even though some intermittent crackles persist). The very next day and we're downloading at 2.5Mbps, the phone rings and the crackles are back.
The next day I ring up and complain and receive the whole dialogue about changing me £120 if the engineer comes out and can't find a fault. Funnily enough, the crackles (being intermittent) are not crackling at the time the engineer turns up, however, he states "The is more noise on the line than there should be" and "I'm going to pass it over to the underground team and see if they can find where the fault is". At this point I am now feeling hopeful that finally the fault might be found....
Half an hour ago I have heard nothing, I decide to phone up and see if there is any news... No fault found and expect a bill for £120 is the response, from a very nice Indian lady who did seem to struggle with understanding me or at least hearing me. i protested and asked how could the engineer tell me one story and for me to then be told that a line test shows no fault and that I have to pay!
Where it currently stands, is that I have insisted that the problem still exists and I have been told it will be resolved between 24-48hours.
I will of course wait and see what BT come back with tomorrow, but I am at a loss of what more I can do. I work from home and having an equivalent to ISDN when I pay for broadband because the phone line keeps having a fit is getting a bit of a hassle. If the BRAS IP profile did not take 3days to recover after a bad storm, then I could cope, but I'm now been on a 130k connection for over a week now and am looking at having to pay 3120 just because I am trying to do something about it.
If I turned round to my customers and said I'd look at their issue, but if I couldn't see anything I'd be charging them £120, they'd move else where.
Any advice as to how I can take this forward?
Solved!
Go to Solution.

I thought I had better post an update and I am pleased to say that it seems it has a potentially positive outcome.
First of all the lady I spoke to on Friday got back to me yesterday to say that yet again OpenReach had investigated my issue "outside the property" and claimed to have "fixed the problem". While I am sceptical that they actually did anything (surely the broadband should have disconnected, if they fixed anything like replacing a cable, but as I am not a telcom's engineer I have not authority to make judgement), the lady implied that I had a case to dispute any charge if it ended up on my bill.
The second was a response from a forum moderator who says that after reading my posts, my email and my fault reports, they say that it sounds like this is being caused by "a high resistance fault on your line. These can be very had to get to the bottom of unless the engineer is testing the line when condition are bad" and while notes that the fault has been closed (conversation yesterday with lady from BT), they suspect that if the line does have this type of fault, then it is highly unlikely that the fault has actually been fixed and I should contact them back as soon as the noise starts up again. Oh, and they have requested no charges be applied for the visit on Thursday.
So, fingers crossed... It does seem to highlight quite a variance in the quality of customer service that you get from BT. Plus, no matter how frustrated you get, you should persevere, as there are some good people that seem willing to help and will be on your side.

Fault with phone line cleared, but IP profile stil...

Hi,
Apparently there was a fault with my phone line (didn't seem anthing wrong to me), which had caused my IP profile to be dropped, although my connection had never dropped. So an Openreach engineer came out and did something down the road from my house. He called later that day (Friday) to say the fault had been fixed and that my broadband should return to normal after 3 days. Its now over 3 days and I'm still stuck at 2mbps.
Download speedachieved during the test was - 1.91 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 2 Mbps
System Up Time 201:57:13
Port
Status
TxPkts
RxPkts
Collisions
Tx B/s
Rx B/s
Up Time
WAN
PPPoA
937740
1332346
0
420
5663
78:43:14
LAN
10M/100M
2043242
1579859
0
2650
453
201:56:55
WLAN
54M/65M/150M
1062059
503669
0
951
153
201:56:58
ADSL Link
Downstream
Upstream
Connection Speed
8128 Kbps
448 Kbps
Line Attenuation
24.0 dB
14.5 dB
Noise Margin
8.4 dB
27.0 dB
Could a mod help to get this reset please, or do I just need to sit it out and wait?
Thanks
J

Once the Forum Mods have read your post they will post an invite here once you reply to them they will take personal ownership of the problem until resolved.
Do not send them a Personal Message as this is the incorrect contact method and cannot be properly tracked also the mod contacted may not be on shift for sometime and this will delay your help
The forum mods normally reply within 3/5 working days after you have contacted them
They will contact you personally by email or phone
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Trouble with phone line

Phone line has been dead since Saturday, had my kids birthday party so didnt realise till very late and was also away on Sunday so phoned yesterday morning and was told that there was nothing wrong with my line. However, it said all day yesterday and now(bt.com finally working after being down all day)that they were looking into a fault and it was still open. Phone line still down, have to turn internet off for them to trace fault so how am i supposed to get intouch with anyone?? Need phone line as I have no mobile apart from hubbys who has it in work so there is problem with my kids in school, they cant get hold of me. I know bt engineer was working on corner of my road on Friday afternoon so dont know if all this is connected as didnt actually use my phone Friday at all. Where do I go from here?? Line makes ringing tone if you are phoning you can hear as normal but the phone isnt ringing outobv because the line is dead, please help

Have you done any checks on your line to locate if the fault is not within your premises?
If you go back through the automated system does it say where the fault is located and does it give you an estimated response time?
(If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.

Problem with phone line

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