Bizarre Broadband / Phone line problem..... please...

Hi all
Currently suffering a very bizarre problem with BT Broadband. Here's the chronological order of what has happened, note that I run a wired connection to my computer from my BT hub (model version 3) that is connected to my phone line through an extension socket upstairs in my house.
1) Woke up and BB all of a sudden not working, orange BB light flashing on hub. Not touched or done anything different, BB worked fine the night before. Phones connected to extension sockets work fine.
2) Rang BT, they advised resetting hub etc. Still not working.
3) BT advised connect hub to another extension socket in my house. Still not working.
4) BT advised swap microfilters. Still not working.
5) BT ran line tests (quiet line etc.), detected no problems.
6) BT advised plug hub into master phone socket. Still not working.
7) BT advised unscrew master socket, remove faceplate and plug hub directly to test socket (the one with the direct link to the BT incoming phone line). Did and it works! Of course, phones then don't work as the faceplate is off so no extension sockets have a signal.
8) BT said it is not their problem to fix and must be an internal wiring problem since the incoming signal works fine.
My worry is, if it's an internal wiring problem then why do the phones still work? Is it possible that overnight the BB signal weakened and now doesn't transmit through my internal wiring? Please help as I currently can only have BB or phones working and not both together!
Thanks in advance
Mosh

ok you say your phones are still working is there any noise on the phones try the quiet line test dial 17070 if you hear any noise then that is the cause of your problem unfortunately if the noise is only heard on the extensions then the fault is down to you to repair as BT would charge you if however the noise can still be heard at the test socket then report it as a noise fault on 151 but do not mention broadband
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Similar Messages

Has Infinity killed the phone line? PLEASE advise ...

Please advise on this connection problem if you can, it is causing much stress for my elderly parents. They are worried about a £129 charge for calling out an engineer, as far as I can see the engineer's visit would qualify as free but I need a more informed view.
Apologies if this all appears a bit longwinded but I know details can be important so will tell it as fully as I can!
+++++++++++++++++++++++++++++++++++++++
My parents had BT Infinity 2 with HomeHub 5 installed a week or so ago. I couldn't be there for the installation so the night before I disentangled their current HomeHub 2 and associated cables from other equipment and left it, all still connected and plugged in and working, in the middle of the spare bedroom floor (where the new installation was to be done) so the engineer would easily see what was already there and what he had to deal with.
On visiting the evening after the Infinity was installed, I was told that they had been having terrible problems getting their laptop to work wirelessly on the new connection and had earlier been on the phone to BT for an hour trying to sort the issue. When I looked in the bedroom I found the old hub all still plugged in and transmitting, this was apparently confusing the laptop, I completely took out the old hub and then the laptop found the internet no problem.
So it all appeared good, the next morning my parents then went on holiday for a week and when they got back yesterday they found that there is no phone line connection. The broadband is fine, just no dial tone regular phone line at all. Dialling the home number from a mobile gets the normal ringing tone on the mobile, but nothing happens on the home phone.
I tried taking the phone base station (Xenon 1500) out of the downstairs extension socket and plugging it directly into the new Infinity wall socket and still nothing. I took the cover off the wall socket and plugged the phone into the test socket inside and their is still nothing.
++++++++++++++++++++++++++++++++++++++++
Now I'm guessing the the phone line was still previously ok after the Infinity installation because it was working through the old hub and when that hub was disconnected the line went dead at that point but no one noticed becuase they went on holiday right after that. I can't try reassembling the connections the old way to see if the phone works because I'm not even sure where all the cables went to!
But shouldn't plugging the phone right into the test socket be a clear test of whether there is a fault with the line? But there is no dial tone at all. Is it possible that by disregarding the installed phone line and hub the engineer has neglected to do something to make the new line work for the phone?
As I said, this is causing quite some worry so any hints would be much appreciated.
Solved!
Go to Solution.

Well I have somehow fixed it, I took out every cable and extension and started over and the phone line is back. I'm not sure but it may have been because the ADSL filters had been left in the line and I have read that the fibre optic line doesn't use them. I really don't know though, so only mention it in case someone in future searches the forum and sees this thread. Try taking out ADSL filters if the installation engineer hasn't done it!

Phone line problem

Hi,
Our broadband is working fine but our phone line doesn't seem to be. I have tried the normal things of checking connections, unplugging and putting back in etc but there still seems to be no dialling tone.
Any suggestions what this can be and how I can resolve it?
Thanks!

Hi STuartET,
Sorry it has taken so long to get back to you especially when you are having issues with your phone and it is your first time posting. As you have mentioned you have notices the DSL filter could be causing issues can you confirm if you have another one that you can replace this with as I am sure you can pick them up from any good electrical shop.
Also the following troubleshooting steps is always good to have at hand when you have problems with your phone line as it gives you steps to try and help fix the problem.
Please keep me posted on how you get on and remember we are here if you need more assistance.

New Build Phone Line Problems

I've been converting an old farm building over the last nine months.
In September last year I contacted OpenReach to start the ball rolling on getting a phone line and broadband set up.
I sent in all the forms, site maps and co ordinates of the nearest telegraph pole, they in turn sent in all the ducting for us to prepare the site for their arrival nearer the time.
I gave BT notice that we were moving out of our old home at the beginning of May and told them to make arrangements to process the line for the property we had converted. All this was confirmed as to be done on 1st June.
I received a phone call the week before from the bt engineers to say that they had the job down for 1st June and wanted to know which telegraph pole the line would be taken from, I confirmed all this with them and waited for 1st
June.
We dug the trenches , placed all the ducting and generally prepared the site.
The day arrived - the automated system said that they were booked in for the 8am to 1pm slot - as the morning progressed I waited and periodically checked the line - still due to come for 1pm.
At 1.15pm I tried and eventually succeeded to speak with someone who could tell me straightaway that nothing was going to happen.
I'm ashamed to say ,I went ballistic. We were counting on the line to be installed so that we could complete all the yard work the following week to fill in the trenches and complete the build.
The chap on the end of the line then told me that I'd not have an update until Weds 6th June, due to the Bank holiday weekend.
Weds came , nothing. Thursday came, nothing. In fact I heard nothing until Monday 11th June - already 10 days over when our phone line should have been installed - and that was because I phoned to find out what the hell was happening.
Holding on the phone for 20 mins whilst the lady went to great pains to sort things out - turns out that the order just hadn't been processed and was never going to get done for the 1st June.
So , with this in mind , when do you think BT would hurry around to install a job that they should have done at the start of June - the 29th June.
Totally disgusted - I've been let down badly by a company that I've put all my phone and internet requirements through since I've been a homeowner. And whatsmore they couldn't give a toss.
My response was that this was their problem and that they needed to resolve it immediately - "it's the soonest we can do" At the risk of sounding like a self important oaf - I went on to suggest seeing as I'd been let down so badly that surely getting a phone line installed in our home was a priority over others.
It is not.
British Telecom , I am just sick of your lack of customer focus/ services.

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
they normally reply by email or phone directly to you within 3 working days
They are a UK based BT specialist team who have a good record at getting problems solved
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Phone Line Problem - URGENT

Hi All
New to the forum and at breaking point so hopefully someone can help resolve an urgent problem with my mother in laws phone.
Although her phone provider is the Post Office Home Phone, ultimately the fault lies with the BT underground cable. My mother in law has a terminal illness and relies heavily on the phone to call us or indeed the doctor/ambulance and her due to her poor eye sight she is unable to use a mobile.
Since last Monday 20th September the phone line has no dial tone, you can ring the number but the phone does not ring. Upon calling the Post Office Home Phone help line they asked me to some checks i.e. plug a working phone to the inside of the socket etc but no luck. They informed me that they would contact BT and get the problem looked into/resolved. Since that Monday I have been calling them two to three times a day and being informed that the incident is with BT and there is no further update. It has now been well over a week and having called again today 30/9 the lady I spoke to at the Post Office informed me that the fault is outside the house and there is no further update.
This matter is now literally life of death due to her illness and heavy reliance of the phone. I am hoping the mods can look into this for me and escalate this issue and more importantly get it resolved.
Many Thanks
Dal
Solved!
Go to Solution.

Unfortunately, it is BT Openreach who will be dealing with the fault. It is up to your service provider to get in touch with BT Openreach and give you an update on what is happening with the fault.
This forum is mostly for people with BT Retail products and services. As BT Retail is a different company than openreach, they won't have any visibility of your fault.
BT Openreach are not a customer facing company. Their customer's are all of the service providers they deal with. Including BT Retail and the Post Office.
If I was you, I would ring the post office and DEMAND that they get in touch with Openreach on your behalf and give you an update. They are the ones who are meant to liase with the network operator on your behalf. To be frank, the fact that they're fobbing you off so that you're forced to create a post on a BT Retail forum is disgusting.
It is up to THEM to keep their customer informed. Give them a call and give them a piece of your mind. You get your services provided from them. You are their customer. Why should you be doing the legwork?

Using broadband/phone line to receive faxes

Hi. At the moment the line that comes in is split, one to my computer and one to a fax machine. Is there a way I can send/receive faxes but still use the stand alone fax to answer phone calls and send some faxes? Thanks for your help. I receive so many spam faxes that it would save a forest! I'm in the UK if that makes a difference

So, can you clarify your phone and internet connections, you mention you have broadband and one split of the phone line, so what all is actually connected to the computer? Are you using a phone-line split to the computer USB/dial-up/fax/modem or a phone-line split to DSL modem to computer Ethernet or both of these? You may need to run an additional split to get both, and don't forget those in-line DSL filters for every phone/fax/modem line.
If you want to fax from the computer you have to use the USB/fax/modem with a phone line in addition to the Ethernet line from your broadband (DSL/cable?). If you are using dial-up for internet (not broadband, very slow band), then you can't simultaneously use the fax/modem to fax while you are connected via dial-up modem.
Since you have a dedicated fax machine, but don't want to waste the paper on the spam faxes, you may have to turn off auto receive on the dedicated fax and have the computer set to receive faxes as electronic files so you can just print ones that you want to save paper, is that your plan?
So, you can use a hardware fax/phone switch to route the fax calls to the computer, or some folks use a dual numbers on a single line phone service with distinctive rings and set up the computer to answer only the fax-ringer calls. Not sure which alternative is cheaper.
For outgoing fax calls, either computer or fax can use the phone line split, just not simultaneously.

Ongoing phone line problems (I think)

Any advice? A few weeks ago we had a bit of rough weather in the area which knocked my phone line out completely (turns out it was the filter on the phone well phone faceplace that wasn't right) it was one of the openreach plates. It was took out and replaced with a standard filter (not got my openreach faceplace no more) that in itself though has caused another problem as now I can't have my sky box connected to my phone line without my internet going off (I have checked the sky box cable and that's absolutely fine) i've tried another filter too and it's stil going on

I'll need to try and access the test socket at one point and see if that solves anything (When I first phoned about my original problem I was advised to access the test socket) the advisor at BT said to access the test socket but the openreach faceplate was screwed in so well to the point that it wasn't possible for me to get in fully. I'll keep digging (if it comes to it i'll go out and buy another openreach faceplate) solve my problems no doubt. Even stranger was when the phone line went down originally the sky box was still showing as connected (and that was with the openreach faceplace in which was obviously goosed according to the engineer)

New Build / New Phone line Problems (Home Move)

Hello Forum
First post.
Been trying to arrange a home move for 2/3 weeks now (New Build). Was told to get the address registered with Royal Mail. Have done this. Address still not appearing with BT. Get told on the phone someone will ring me back from offline team within 24 / 48 hrs but they never do.
Anybody have any experience than this? Any help to get this sorted much appreciated.
regards
Chris

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
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There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Phone charging problems please help!

This morning my phone was charging fine until I got to class and tried to charge it and it wouldn't work. Now it only charges when it is off but it doesn't die fast. Please help. This phone is a month old so it's brand new.

Hello Apalmucci23,
Thanks for using Apple Support Communities.
To troubleshoot this issue where your iPhone is not charging properly, please follow the steps in the article linked to below.
If you can’t charge your iPhone, iPad, or iPod touch - Apple Support
Take care,
Alex H.

Ongoing and Unresolved phone line and broadband pr...

I am trying to help my elderly neighbours resolve an ongoing phone line problem. We both keep reporting the issue but keep being passed from pillar to post. We are fairly certain its a line problem outside of the house (we have checked everything we can for them)
The problem is causing terrible crackling on the phone line to the point where they cannot hear people on the phone and their new quality laptop just cannot run. They struggle to get out and rely on their phone and were hoping to order shopping online etc.
So they are are paying £13 a month for no service and they are finding this whole experience very upsetting. We are disappointed with Bts service so far
Can anybody help please ?
Solved!
Go to Solution.

you should be able to report your phoneline fault to 151 but no mention of broadband.
I would just check that the phone is connected to the filter in the master socket to make sure problem is outwith the home and not internal. internal fault could cost you the callout fee
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How difficult can it be to get a phone line instal...

First of all, for a communications company, BT are shockingly bad at communicating with their customers!
We ordered a home move for our phone line and Infinity services back at the start of Dec, and had an activation date of 19th Dec. The engineer duly turned up on that date and set about the install. The single socket in our house was not where we wanted it (no power socket close by for the broadband router), but he would see about moving that and all was good so far.
However, the engineer was struggling to get a tone on the line and after much to-ing and fro-ing and calling another engineer who was nearby, decided that the actual wires to the house were damaged somewhere between 30m and 250m from the house and as he was not qualified to do any underground works, he was going to pass the job onto another engineer. The next engineer duly came next day (on a Saturday no less!) to get us up and running. No dice. The engineer could not find the break, and we would have to get a new cable put in.
Now, apparently when our house was built the telephone cable was not put in with any ducting and ended up being concreted into the wall! So we would have to get new ducting and the works installed. He then went to paint up the pavement where it needed to be dug up to put the ducting in etc. Except the pavement was covered in leaves, so he sprayed the leaves. Hey ho - I knew where he had painted and I would be able to direct the guys if necessary. As the was the Saturday before Xmas, he was doubtful if the contractors would be before the New Year. The engineer did however get the broadband connection available.
Roll on the New Year and it's a stoney silence from BT, until the morning of the 13th Jan, when a contractor appearred at the door to say he was here to put in the ducting. I pointed out where it was going and left them to it. I glanced out of the window after a while to see they had made a 2ft gap in the hedge at the wrong side of the garden! I also watch in disbelief as one of the guys loaded his wheel barrow with spoil and wheeled it into the woods across the road and dumped it. These guys were the "dig things up" gang, another team were the "filling in" team and they would be along shortly to fill in the hole and re-lay the tarmac on the pavement. However, we at least now have the ducting from the street the house with a rope in the duct to allow a cable to be pulled through. Progress of a fashion.
A few days later, the hole was filled in and the pavement tarred. It then took a full week before another engineer turned up to actually pull the wire through the ducting and connect us up. Except he couldn't because the rope was jammed. So he passed the job back to somebody else. Then 2 days later engineers 5 and 6 turned up with a rodding wire to free off the rope. They couldn't free it off. They did work out that the ducting was probably dislodged by the "filling in the hole" team, thus trapping the rope. This would need the pavement dug up again to reset the ducting. Oh joy.
So, imagine my surprise when another engineer turns up one morning to install our line to discover he couldn't pull the rope through, then another engineer turns up in the afternoon to do the same , followed by yet another engineer the next day!
Meantime, the only communication from BT on the whole matter is when we call them to be told it is all in hand and it will be completed "in 2 days time", or we receive a text message saying they tried to call (no missed calls), and would try to call again in 3 days, do not call them back.
So far in this saga we have had 13 people at the house, not getting us a phone line, in nearly 8 weeks and absolutely terrible communication from BT.
A call to BT at the end of last week resulted in a promise that we would be fully installed by yesterday at 8pm.
I called BT this morning to be told that the external works will be completed by this Friday and they would then call me back to arrange an appointment for the engineer to come and do the install next week!
The only saving grace is we do have an internet connection (pretty vital for me as I work from home!) although I do have an extension cable running across my hallway and we have not been getting charged for line rental for the past 2 months.
I was told today that we should be getting compensation, but to be honest I am not bothered about that - I JUST WANT A PHONE LINE INSTALLED!
Rant over (for now!)

Hi smert,
I am sorry about the delay in getting your phone line on. It definitely sounds like you have been going through the mill lately with all the work being done and still no phone line.
Please send me in your details using the "Contact The Mods" link found in my profile and we will take it from here.
Cheers,
OlgaC
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Can I unlocked an iphone 4s from Verizone to Movistar Phone Line?

Dear, can you help me with this please?
I have an Iphone 4S. I want to know if This is Unlocked, or If this is Locked, and also I wonder, If my Phone is Locked, can I unloked, or can you unlocked If I get you the model and all the information about it. It is an Iphone 4S from Verizone.I am from Nicaragua, and want to use the phone here with Movistar phone line.
Please let me know, what can I do about it, I my phone is locked, Please let me know If I can unlocked this, or If you can do it.
Thank you for your time and help.
Best Regards.
Juan M.

If the phone is already associated with a service provider then it is locked to the provider. Contact them about unlocking your phone.

Constant buzz on phone line and broadband disconne...

Where our BT phone line enters our house is under a very damp upstairs window. Every couple of years for the 20 years we have lived at the property, we have to report a fault and an engineer would come and replace the damp parts in the little connection box. Over recent times we have been charged the fee for this. The master socket is further down the cable at the bottom of the stairs and is usually OK.
Can we change where the phone line enters the house? The phone line is useless for phonecalls and is affecting our broadband speed and connectivity. The only other option is to scrap the line rental and get mobile broadband or one that doesn't require a phone line. Why do the engineers never fix the problem long term? We want to change to fibre optic, but the phone line will cause the same problems with this. If we cancelled the phone line and then ordered a new bundle, would we actually get a new phone line into the house, or would they simply reconnect the old, damp one?
Thanks for your help
Solved!
Go to Solution.

As this is a repeat fault, then some special help may be worthwhile to finally fix the issue.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

New phone line and broadband, massive noise margin...

Hi, being a long time DSL stalwart a recent move to a new property has meant I've needed to switch over to ADSL instead and thus far it's proving to be a bit of a mare!
I waited a month for the initial installation engineer who promptly never showed anyway, no bother I thought, the hub turned up and I installed it myself and it promptly didn't work It soon became pretty apparent that the phone line was completely dead even from the test socket. A few phone calls later and the phone line is working much to my delight. The broadband is another story though, initially it still couldn't connect but later in the day it managed to get going. However it's excruciatingly slow with an average of 20 to 30kps throughput and substantial packetloss. Also worth noting is that in this new property, only the master socket actually works, this place has 4 other sockets dotted around all of which appear to be dead, could these be part of the issue? Does using the test socket completely cut these out and rule out bad wiring? Just to add, at 13 hours connected the adsl status is pretty much the same and I couldn't notice anything on the BT line noise test number.
I'm not familar with the workings on ADSL lines but I'm guessing the root of the problem is down to a wildly varying noise margin both up and down. Down fluctuates between ~2 and 20 within a matter of seconds and up gives some numbers that defy belief. Now the line was originally activated on Wednesday, actually kicked into life sometime on Friday and the router has been connected for 13 hours now, whilst it's still early days and things should bed in more, I assume I'm right in thinking I should be alarmed at how bad a line I'm starting out with? And should I be directing my ire at the builders or BT?
Any help and suggestions will be hugely appreciated!
Cheers!
Solved!
Go to Solution.

as it is a newbuild is the master socket inside your home or outside like this
connecting to the test socket will eliminate all your extension sockets and should be your best connection. if you are not in the test socket could you try it and post new stats please
with your attenuation I would expect a connection speed of about 18mb when you get this fiixed
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Crackly phone line and broadband disconnecting

For a month or two i have been having problems with our phone line and broadband connection. The phone line is extremely noisy (interferance) and when you make a call or recieve a call the broadband disconnects. I have tried different filters, routers and wires but no good. I have conducted a quiet line test and the result was i could hear nothing on the line. When i unplug the hub and just have the phone connected to the socket the noise on the phone has gone and their is no problem, connecting the hub make the noise come back. As a result of all this my broadband speeds are very low.
Here is my hub stats and a bt whole sale speed test.
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:36:05
Downstream:
6.75 Mbps
Upstream:
448 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
19.7 dB / 22.0 dB
Line attenuation (Down/Up):
7.0 dB / 3.0 dB
Output power (Down/Up):
13.9 dBm / 12.2 dBm
FEC Events (Down/Up):
7077 / 0
CRC Events (Down/Up):
12 / 0
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
19 / 0
Error Seconds (Local/Remote):
131 / 114
Hide details
Download Speed
0.81 Mbps
0 Mbps
2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.81 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :6.91 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 1.25 Mbps
My dsl connection rate can get as high as 7.9 Mbps
Any advice would be helpful thank you
Solved!
Go to Solution.

your drops in connection have at one point reconnected with a far lower speed than normal resulting in the low ip profile. if you stay conencted 24/7 for 3/5 days the profile will correct itself for your current connection speed
I would as john46 suggested connected to test socket with a new filter and see if that helps
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Bizarre Broadband / Phone line problem..... please...

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