BT Openreach Telephone Landline Fault

Today I had my BT Openreach installed. My telephone landline no longer works. When I plugged my analogue phone into the Tel 1 or Tel 2 socket I receive an intermittent beeping tone. I plugged my Sky +HD into the Tel 1 and the phone line connection is recognised. Do I need to call an engineer or is there a simple solution ?
Solved!
Go to Solution.

I phoned BT 0330 1234 151 from my mobile this morning. The Call Centre phoned me back and had diagnosed the fault from the exchange. I was told that it would take 3 working days for an engineer to look at the fault. This evening my landline was working again.

Similar Messages

Even BT Openreach Engineer believes fault is in eq...

This is a follow on from my original issue reported a week ago (That post has been marked as Sorted!!!) about waiting the 10 days after install of BT Infinity with good upload but bad download speeds. a very bad IP Profile on the line
Finally got BT to agree that IP Profile was not 80/20 and sent an Engineer today to check and reset.
He came and tested line at both ends (House and Green box at the end of the road), all OK apparently and agreed that IP Profile and line setting was wrong. He had a phone call with someone and he was trying to tell them that the line was prefect (in his opinion as he had tested it) and that the software settings for my line were not correct and needed sorting. They adjusted it (on a test) and he got 22mb. The engineer believed that I should get more (and even the BT order said I would get more speed). He said he thought there was an issue with hardware in green box but they would not agree with him!! BT to BT
We re-tested the line speed using the BT Wholesale website (inc IP Profile) and I am back to what I was getting before engineer visit so software change had not made a difference.
To confirm, I am getting 7mb download and about 14mb upload - I am on BT Infinity 2 and was told I would get 33mb download and 6mb upload when I ordered. This is the speed I have been getting since installation (17th July) and also getting now even after the BT Openreach engineer has come and checked everything (and he was happy with all the cabling and line from the exchange to the house and to the Modem)
So basically I have no difference and I am not sure what is next
I have BT Infinity 2 with 7mb upload and an engineer visit saying that it's a software/hardware issue at the exchange, and he tried a software change so believed it is a hardware issue but whoever he was talking to on the other end of the line said it was the software (my line configuration?) and the change was made (which has made no difference!)
He left saying he would update his notes and close the call!
He really was non-commital on the next steps!
Any help please..
Simon

Openrearch engineer tested with his own device
1) Direct to Master socket
2) Outside of house, just before it entered my house
He got 10MB. He confirmed that he check the quality of line at Master Socket, outside the house and from the exchange box and line was very good (quality) - a high number of 71, average of 50 apparently - sorry not sure what test value that was, just remember he mentioned it.
Said that line should do 33MB as originally suggested when I ordered. I have also done the DSL BT test and it says I should get 33Mb as well. He managed to get 22MB with a phone call to someone (they fiddled with some software settings) but it went back down to the 7MB just before he left.
He said he would update his notes with the fact that the line IP Profile was wrong and that a software updjustment did not correct it. He was trying to tell the person (from BT?) on the other end of the phone that my profile should be set higher than suggested so that I could get the 33MB speed but they would not do this. He also suggested to them on the phone that it might be a fault in the box but again they did not want to do anything - all this was between the Openreach BT Engineer in my house and someone on the end of his mobile phone.
He was really trying to help me which was good to see and hear but basically I am still back to how it was before he came
and I have had no more news from BT on any follow up

Phone line fault now infinity is stuck in the slow...

Hello,
I got infinity Installed about 3 weeks ago. BT estimated that I would get around 12Mbit/s however after the install I was sync'ing at 40Mbit/s (the engineers test equipment verified this) and my real world speed test results were usually around 38 Mbit/s on average. This was the case for a couple of weeks.
Then 10 days ago my telephone line developed a fault, I had no dial tone and could neither make or receive any calls. The broadband still worked but had slowed to around 10 Mbit/s and my ping times have increased.
I believe this was because the DSLAM in the cabinet had reduced the speed, because of the bad line conditions, so that it could maintain a working circuit, albeit slow. I logged a call to have the voice service repaired, and it seems to be good now.
However the speed has remained slow, I have spent a long time on the phone to the indian call centres and spoke to some of the ladies in the UK but haven't got much help with the slow speed problem.
I have been told to reboot my router and OpenReach modem more times, carry out more speed tests, place the modem and router facing north-west with some lighted candles, during a full moon, but to no avail.
I have read a lot about profiles and people having exactly the same issues after faults etc. and suggested this to the help desk people but it doesn't compute with them.
What could be wrong here, it was fine until the phone line fault and now is slow, it's hardly a coincidence ?
Can my profile be reset so that the modem will re-train again? Surely if I was to disconnect and a new customer get connected to that port in the cabinet then it would have to re-train, it wouldn't just give them my speed especially if they were to live beside the cabinet?
I have been told everything, you wouldn't believe and BT don't care because it's working.
Any help gratefully received...
** Slight update ** a girl on the help desk earlier said she would increase my upload up to 10 because it was set at 2Mbits/s and now at 00:10 hrs my speed tests reveal that my upload is pulling over 8Mbits/s
So I definately think my downstream should be capable of what I was getting before.
Power Ranger
I.T. / Telecomm's Engineer

Update.
I had arranged for an OpenReach engineer to call out to my house to have a look at my slow speed issues.
However on the evening before the planned afternoon visit from the engineer, my broadband service has started working normally again. I carried out several speed tests that evening, and indeed it seems to be working at the speed that it used to before my telephone line fault.
Perhaps someone has looked at or reset the profile remotely, but why would they do this now, especially the evening before a scheduled engineer call. If this is the case, they should have done that several weeks ago.
or
Perhaps the DSLAM has done this automatically, by figuring out over a period of time that the line is of good quality now again, and can support faster speeds, and has increased the speed to what is was before my lline fault.
I had been advised by technical support to restart and reset the equipment fairly frequently, early on, however I haven't done this for about a week now, and have just left the equipment alone.
Perhaps the equipment needs to be 'up' without and restarts for the DSLAM to restore the initial speed, or perhaps the it doesn't mind equipment restarts - it still knows the line is good and there is a 'wait' period before it restores the speed again.
Anyhow, since my first line fault, even after the fault was fixed, BT have told me that the initial fault is still open and that more work needs done, I told them the voice part was working ok again.
I looked outside my window this morning and BT contractors are digging up the small aluminium pedestal which contains the connections for the street. I don't mind this, there were faults coming off that small box thing. Hopefully they will replace it with something better.
Hopefully my service will still be working good when I get home this evening, after the work they are doing in the stree, and hopefully I won't have to go round the loop again with slow speeds DOH!

Delayed landline repair

I am a senior citizen from State College, PA who depends on my telephone landline. On the morning of August 2, 2011, I reported my telephone outage to Verizon. I was given the repair time by 7:00 pm on August 9th, but I was told that the problem would probably be fixed in 24-48 hours. It is now after 5:00 pm on August 8 and the problem still has not been fixed. Why is this taking so long? (It's interesting that the Verizon online repair status report for my request indicates that the problem is not a "Technical" one.) Luckily I have a modest pay-as-you-go Tracfone for emergency usage. Last night I had to go online and purchase additional minutes since I had run out of precious minutes during an important telephone call late at night. What would have happened if I had no online access to purchase additional cell phone minutes or there had been a serious emergency situation. I would not even have had a way to make a 911 call. Doesn't Verizon take such factors into consideration? I hope that other Verizon customers in State College are not experiencing similar telephone problems. If my telephone service is restored by 7:00 pm on August 9th, I will have waited more than seven (7) days! This is not acceptable. Verizon has no reason to be proud.

PhonelessNana,
I'm sorry that you are having a delay in getting your line fixed and are unable to make calls. I would hope that is resolved by now. One way to tell if its a Verizon incoming signal problem is to take a phone and plug it into the telephone interface box on the outside of your house to see if you have dialtone. If you have dialtone on the outside of your house, that means Verizon is sending a dialtone down to your home and you have an internal wiring or device problem. If theres no dialtone outside, then theres a definite Verizon issue we have to address immediately. Please private message me if you are still having a problem with your line.
Anthony_VZ
**If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
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Customer services failing to resovle fault

Hi
I'm struggling somewhat this month with a landline fault. The nature of the fault is that there is simply no response or dial tone from the line, with a variety of equipment, old and new. Everything worked fine until the fault, no problems or signs of problems.
The real problem is with response to the fault.
10/05 The line went down.
11/05 I reported the fault and was told it would be fixed by 16/05. I heard absolutely nothing further on this.
16/05 I phoned BT again, and was told the fault "was never escalated" and would be forwarded to BT engineers. I received an email claiming the fault would be fixed by 24/05.
22/05 The fault was changed to "resovled" despite nothing happening, but in good faith I waited until the 24/05 and still had nothing changed.
Earlier today (25/05) I phoned again, and despite continually pointing out to the advisor that I had made exactly the same call on 16/05, a seemingly identical report was made, with me now having to wait for 31/05, a date I fully expect nothing to be actioned by.
I feel like the advisors have had no feedback with the engineers, and I certainly haven't, and there is zero confirmation of whether any work or testing is actually taking place. I don't understand why my case wasn't escalated to begin with, and why no engineers have been in contact with progress or to test the line at the property.
Is there no better way to track down exactly what steps have been taken on my account? Since I am receiving absolutely no information, and being forced to make the same report over and over.
Nick

A cursory glance at the cabinet where the lines come into my apartment building (its in our meter cupboard) and the row where my connection is/was (I was nice nough to talk to the BT engineer who installed our line) shows it is now an absolute mess of wires, clearly this has something to do with the problem?
All I want is someone to arrange an engineer to come to the flat, I can't seem to even get that far without being given the runaround.
Nick

RESPONSE TO FAULTS

HAS ANYONE ELSE EXPERIENCED THE POOR RESPONSE TO REPAIRING TELEPHONE LINE FAULTS?
I HAVE BEEN WITHOUT A PHONE CONNECTION SINCE SATURDAY. AND THE EARLIEST DATE I'M INFORMED I WILL HAVE MY LINE BACK IS THURSDAY. THIS IS TOTALLY UNACCEPTABLE!

Phoned on the 16th July and explained what the fault was. I could not get incoming calls but I was getting my broadband. The advisor on the phone asked me to take the cover off the phone and do a test. After the test he stated that I should call a private engineer as the fault was internal and not external. I contacted a private engineer who checked everything ( and I do mean everything) and concluded the fault was definitely external and that it was down to BT. I phone BT and I am told by the person on the phone that the original advisor was new, and should not have given me that advice?? I am now out of pocket £90 to the private engineer! I am told that BT cannot get someone to look at my line until the 23rd. I explain that my mother is 86, seriously ill and needs to be able to contact us if she takes a bad turn. Sorry sir, the earliest we can get someone is the 23rd? Do you call that good service? I don't.

Subtefuge of a system

Oooh I'm having to calm down a bit. Where to start?
Does anyone know where I can complain where anyone at BT actually cares?
Why do BT make it so hard to complain?
The Indian supervisor first denied there was a complains team (my mis-understanding I believe) then confirmed they don't have a number so I can't call them - quite telling for a telephone company (give a sh*t?) - so I have to log on. Well I've done that and here I am. Then you find you can't find a complaints team; when you look you get directed back to the Indian customer service number (nothing like throwing your customer into a maze to put them off). Instead I opted for this forum, but what do I find? Its not actually a forum but a massively sub-divided (divide and conquer) 'help' function. Anyone out here? Anyone find the same? Anyone want to write a letter to the Ofcom with me? Anyone at BT going to take this message down?
So after 5 attempts to get the cracking and feinting fixed on my landline it's still not fixed over a year later. Once and engineer finally turned up, acknowledged the problem (This is tricky ambition: the first thing the Indian CSA guys say is 'Oh I can hear the crackling' then only to say 'Sorry we have a technical fault with testing your line so we can't forward to Openreach until the fault is confirmed'! This is 'Computer says 'NO!' company if ever there was one) he then reported back that it was fixed! Never for a second has it been fixed. Annoying then, as you can imagine, to have the CSA tell me that it's my fault I didn't report the fault after the engineer left. Add the fact that the CSA only have a select menu of responses and the complaints system is a dead-end, you get a very very poor impression of this company. Virgin are offering some attractive deals and say no BT line is required - will this circumnavigate muppets and the fault????? Please be a YES!

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
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.

I give up - but trying this as a last resort with ...

To whom it may concern,
I would be grateful if you can look into the following issue. Please don’t stop reading at any point, it does get interesting, it’s not boring.
Broadband issue – Chain of events Telephone – Mr. Alastair Paterson,
I first rang on the 14th Aug to say that broadband was not working. I spent nearly an hour on the phone checking the sockets and filters as well at 6-7 minute line test with a call centre person. The line was tested and was advised nothing was wrong with the line. I agreed that I would give it a day and see if it came back.
15th Aug – rang again. I had to go through the whole process again with testing the sockets which I explained I’d done, testing the line, but did it all again. It was agreed then that I would require an engineer.
I was told however that if the fault was inside the house I would be charged £99.00. This I disagreed with as I was a BT customer. However as my contact was over a year, I was now out of contract. I discussed the matter in length and was advised I would be ok, if I re-signed with BT. I was then put through to sales without be asked. I was put on hold and then I arrived in Sales, where I was subject to a sales pitch. I declined the sales pitch at the time.
I was now left in a situation where I couldn’t have the internet fixed for free unless I re-joined BT. I rang BT faults again, went through the whole line and filter thing again and finally agreed for an engineer to visit my house as I was confident the fault wasn’t in the house.
16th Aug – If by magic, I was able to now get back onto the internet, I thought this must have been something to do with the calls I had made. I then called the number I had received a text from detailing the date of the engineer who was arriving and cancelled the Engineer’s appointment.
2 hours later I lost the internet again. So I was now in a position two days later, back to square one.
17th or 18th Aug – Thinking it may come back, but it didn’t. I rang again. Again I had to go through the whole issue with testing the line, testing the filters….. I explained that an engineer had been booked and cancelled, but this meant nothing I had to go through the whole thing again. I was also told again if the fault was inside the house, the engineer if booked would cost £99.00.
Now I was starting to think that the fault maybe in the house. So I rang BT sales to save myself the £99 and advised them of the problems I was having and a new package was agreed and due to the issues, I managed to get BT vision in the deal, basically the same price as I was paying before. The BT vision engineer was then booked for September 10th between 13.00 and 16.00. I thought this was enough time for BT to sort the internet problem out.
Between the 20th Aug and the 10th September I spend numerous hours trying to get the internet sorted and another engineer out. I was told I wasn’t allowed an engineer to come out to me as the phone number was on a new account as I had changed packages and that the line would not be fixed until the 7th/8th September. I was therefore a further 17 days without broadband.
The 7th September was 3 days before the engineer was to arrive to fit the BT box. This was the day of the new contract started. No matter how I explained what had happened before, I couldn’t get another engineer out before. This was absolute madness, I was now without the internet still paying BT for the internet on my existing account, but it wasn’t available till the 7th September on the new account. The original fault was given on the 14th Aug. Despite ringing several times to try an escalate this, I was hitting my head against a brick wall, at one point I was on the phone for 1hr 40 mins only to be finally cut off after waiting 13 minutes in the faults department, they just ignored me, I wasn’t abusive, just very cross.
Every time I rang to speak to someone, they made me go through the whole testing of line and changing of filters. I kept advising that they just needed to read their notes and to put me through to someone who could make a decision. I spoke to several people and the last person said that the engineer arriving on the Monday 10th Sep with BT vision would be made aware of the fault.
Finally the 7th September (the start of the new contract) came and 3 days before the engineer was to arrive hoping the broadband would be fixed as this was now a new account. It wasn’t, nor was it on the 8th. I was advised my BT Vision box would arrive the 7th; I stayed in all day for it, not to arrive. It didn’t arrive on the 8th either which was a Saturday.
Monday the 10th I rang the number for BT vision problems number to say that the box hadn’t arrived. I advised that I had received two texts informing that the box would arrive on the 7th. I was advised that it was in fact wrong and that the engineer would be coming out with the box, I asked them to contact the engineer again to advise that my broadband still wasn’t working despite him turning up, I spend 20 minutes explaining the whole situation again this but wasn’t confident that they would get in contact with him, but they said they would. At least he had been contact twice now about the broadband fault.
The BT vision engineer Shaun arrived exactly on time on Monday 10th Sep. I explained the difficulty I had had over the past few weeks and he duly advised me that he knew nothing of the fault; he was only there to fit the BT vision box. As you can imagine, I was then at a point where I could go nowhere, apart from scream.
Please don’t get bored…it does get better…………………
Shaun kindly tested the line and advised the fault was outside of the house (thank god) and nothing was wrong with the socket or connections within the house. His laptop confirmed this. It was the BRAS sync speed that he couldn’t do anything about it except report it to BT wholesale. It would take 48hours to fix. Shaun was very helpful and left without leaving the BT box as it wasn’t going to work. The speed he reported to me was less than 0.25kb, it should be 3,000kb. The line speed was at 3.5 – 4.0
One hour later after Shaun had gone I tried to make an outgoing call, I was unable to do this. I could receive calls but not make them. Clearly the wiring was now wrong after the engineer had looked at it.
I left it till Wednesday 12th (48 hours later) when I called to say that not only did my broadband still not work after 48 hours I could no longer make outgoing calls. I then had to go though the whole testing the line again and changing the filters, this must have been the 6 or 7th time I had done this since the 14th Aug. You must understand my utter frustration by this time and speaking to a call centre that are very difficult to understand at any time, to top it off, they were not aware of the report the engineer had put in. I was back at square one again, for the centre to say they have no record of the report the engineer had made was unbelievable. I watched Shaun the engineer type the report and send it.
It was agreed that another engineer would be send out; this was arranged for the Friday.
Friday arrived, still not being able to make outgoing calls and without broadband. Steve arrived in the afternoon as agreed and after a chat and a cup of coffee said he was only here to fix the problem with the telephone line faults, he was nothing to do with broadband. I was about to go into orbit…….
Steve fixed the issue with the outgoing calls, and was very happy to try and help me with the broadband issue, but this was not his area, despite having knowledge of it. He made this clear; he was not told about the broadband problem.
Stay with it…it gets better…
I then proceeded to ring the BT call centre again when Steve the engineer was there and explained the situation, they again asked me to go through the whole line test and filter process, despite explaining the whole situation, beforehand. I passed the engineer to the person in the call centre and he explained to the person (Rubel) what the fault was.
Shaun had come to the same conclusion that it was the BRAS speed. He explained this to the call centre operator who then asked him to test the line and check the filters, so he could do a test. I could also see Steve getting angry, but he was very professional. Finally after 40 minutes it was agreed that I should wait another 48 hours for the BRAS issue to be resolved. This was after the same person asked me to test the line, and as he put explained,” he was forced to ask the question”.
On the Saturday I re-arranged for the BT Vision engineer to call again as I was confident that finally the issue had been identified and it would be sorted. I knew it would be over a week before the BT Vision arrived. The engineer was book for Saturday 22nd September.
On Monday 17th Sept, Yudish rang me to say that the fault had been resolved; I challenged this as I was still unable to get on. I told him it was the BRAS sync and not the line speed and he went away and checked and then agreed with me it was running at 135kb, yes there was a fault. He would speak to BT wholesale and get it resolved, he couldn’t do it on-line and that it would take another 48 hours. Now this time I was just beginning to laugh to myself. All of this was explained by the engineer and me the previous Friday, yet nothing had been done. Yudish would ring me back again on Wednesday 19th at 09.30am as another 48 test needed to be done.
Yudish did ring on the 19th Sept all be it at 09.43, he rang to say there was still a problem with the BRAS and that he needed to send any engineer. By this time I very sorry I got very irate. He advised me that the engineer would be going to the exchange as well as my house as the fault had to be fixed manually as it couldn’t be done remotely. He advised me that if the fault was in the house I would have to pay £99.00, this despite now being a new BT customer. I put the phone down. The engineer is arriving Monday 24th September between 08.00 and 13.00, the txt said I received.
Today is Thursday 20th September and I now have an engineer coming Saturday for BT vision and Monday to hopefully fix Broadband. I’m not cancelling the Saturday engineer because I want to keep the BT box and fit it myself if the fault is not fixed Saturday or Monday. If the fault isn’t fixed Monday, I will be cancelling all ties with BT and contacting offcom.
I’m not confident that I will get a response, however I will pursue as long as it takes.
I do want some serious compensation for the total lack of service, as well as not being able to use broadband since the 14th Aug, not being able to make outgoing calls and generally the stress and 3 day holiday’s I have taken off to be in when an engineer or BT Vision box is to arrive.
Yours sincerely
Alastair Paterson

Hi Alipat1,
Sorry to hear that you've been having an awful lot of trouble with your BT Services.
Firstly the call out charge of £99 is a charge Openreach (the company that the engineers work for who fix and maintain the lines for all communication providers) is passed onto BT Retail (your communication provider) which will then be passed onto you if there is a fault within your property or equipment.
Openreach, a division of the BTplc Group, but who are a separate company under the BTplc group due to Ofcom rules, have many different types of engineers for specific problems.
Openreach maintain and fix the lines for all communication provider is the UK. BT Retail do not get any priority or special treatment from Openreach as Openreach treat all isps/communication providers equally.
As you have had so much trouble trying to restore and setup your BT Services then would you like to contact the BT Care Team by clicking on the link below.
Contact BT Care Team
The BT Care Team are a BT UK Based specialist team who have a good reputation for solving customer problems.
Once contacting them they will reply either by phone or email within 3 working days, however you will be given a tracking number immediately after sending the request. Please take note of this.
cheers
I'm no expert, so please correct me if I'm wrong

Fed up with BT

I contacted BT in early August about moving and had a date of August 21reconnected an Openreach engineer out to reconnect me. He duly arrived and said he couldn't do anything because there was a fault on the line, meaning I had no landline service and that he would report the problem from his van so another man could come and fix that and then myinfinity would be connected in a few days. Then had an email saying broadband would be sorted on Sept 8th. Contacted BT to complain, they said no landline fault had been reported at all. Eventually a very nice engineer came and sorted that so at least I had a landline service. After arranging for a neighbour to let Openreach into my house on 5th no one turned up. Instead I got an email saying it will now be Sept 21st.
I have complained again to a totally incompetent company who have now basically tried to shut me up with an email saying that they don't have records of these appointments and that it basically is not their fault.
They seem perfectly happy to send me letters upping my bill, then taking twice what they tell me they will take from my bank account, when I don't even have the service im paying through the nose for.
Fed up to the back teeth and want nothing to do with BT.

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
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.

Re: BT Infinity 2 IP Profile - Download Speed "Cap...

My BT Infinity 2 IP Profile has been consistently the same for nearly 2 years since I first signed-up for it and became available in my area, i.e. Upload Speed (US) = Up to 20 Mbps / Download Speed (DS) = Up to 77.47 Mbps. I was regularly getting US = 14-17 Mbps / DS = 73-75 Mbps. Upon doing regular speed checks on my line using the BT Wholesale site, about 4 weeks ago, I noticed my IP Profile DS was reduced to/capped at (Up to) 65.74 Mbps. Since, I have been receiving the same US as before but DS = 62-64 Mbps.
FYI, I have attached two screenshots but I am reluctant to give my phone number openly on here so can you provide a means for me to send it privately please.
I initially contacted BT Broadband Faults a few times, they did the usual bull**bleep** basic checks to make sure it wasn't my equipment and to give it 10 days to see if it was DLM. I even hooked up a BT HH5 router to ensure any further line testing was done by the BT book. After several days, it was evident it wasn't DLM despite BT Broadband Faults insistence to give it several more days until around 11.04.15, to which I did. By this time, it was crystal clear it was not DLM and Broadband Faults were obtuse upon my persistence that I wanted the specific reason as to why my DS had been reduced/capped by 11 Mbps, and tried to palm me off with excuses such as "copper wire degredation". They refused to contact OpenReach or report it to them.
Note, I had a phone line fault in early Feb 2015 which the OpenReach Telephone Engineer changed lines to fix the fault at my local cabinet. I was their when he did this and showed me that there weren't many Infinity customers locally. My line speeds remained the same after and all stable. I can rule out cross-talk.
I have made 3 complaints via the BT portal regarding this issue and all resulting call-backs have originated from India. Not one can categorically tell me the specific reason why I have, in essence, had my DS capped. Just the usual bull**bleep** guesses by people not technically qualified to make such diagnoses. All have been obtuse and said that my current DS remains within the terms of my contract, blah, and refuse to give me a reduction in price of my BT bill. I accept this is correct, but they will NOT tell me the exact reason why my DS has been reduced/capped!!!!
I do not think it is unreasonable to demand to know the specific reason why the product I pay for has been reduced without an honest explanation why.
Please can you look into my case and any feedback would be much appreciated as this frustrating me a lot.

Sounds like you are being affected by the G.INP rollout to Huawei cabs but the modem being incompatible with it.
If you found this post helpful, please click on the star on the left
If not, I'll try again

Poor Customer Service - BT Call Centres

I have been having problems with my phone line and broadband for over a month now. The Call Centre in India (whilst staffed by very nice people) is completely inadequte. There is no follow through, they do not appear to make notes when there is an ongoing issue (unless of course they are getting me to repeat myself for the fun of it!), conversations get lost in translation, they promise to call back and then don't, and then you have to start fresh with another member of staff. They work to a scripted conversation, any deviation from this and they can't cope.
I am not a complainer, quite the opposite but I have been driven to distraction by the process of contacting a Call Centre in India when you have a technical problem however, when there is a sale to be made you can speak to someone in a Call Centre in the UK. The carving up of BT services has not been done for the benefit of the consumer. The disjointedness has, in my view, led to a complete inability to provide good customer service. As a result, I am considering putting in a formal complaint and sending a copy of a letter to OFCOM or the likes.
Can anyone on the forum help in terms of a name to direct a letter to and whether OFCOM is the appropriate body? I have tried emailing BT Complaints but no response and don't want to send a letter off without someone to contact to follow through. Below is a not so brief timeline of events to date! Many thanks in advance!
w/c 25 June
Started contacting BT as problem arose with quality of my land line (e.g. crackling) and broadband loosing connection.
A number of calls ensued taking me through a scripted conversation and many line tests. Each time I was told I do not have a problem. Eventually insisted (after being patched through to a level 2 supervisor) that an engineer visited my property.
4 July
An appointment was made with an engineer between 8am – 1pm. As no one had showed, I contacted the Call Centre and was informed that an engineer was working on a problem with the main junction box. Engineer arrived at 4pm, did not examine my phone line but said problem is now resolved It was not.
5 July onwards
Many calls to the Call Centre, all operatives assuring me that there is not a problem with a line and they can fix the problem I am having within 24 hours. After many line tests, rebooting, resetting of broadband etc. I eventually persuaded them to send another engineer.
12 July
Young apprentice visited (lovely young man and we wrote a very nice email to his line manager as we were impressed with his attitude).
He did not however resolve the issue, he completely renewed all of my broadband equipment and left.
W/c 16 July
Started phone calls again to Call Centre. They kept running line tests and telling me there is no problem. Had to explain the term intermittent and there was indeed a problem.
Eventually got through to a level 2 Technician who ran a special test that only he could do and he could see that there was indeed a problem but that he could fix it within 24 hours. He could not.
A few more phone calls, and I eventually got them to agree to send out another engineer.
31 July
Wrote a complaint regarding service on BT website. Incident number 120731-003877. No reply received however did get an email about how to improve my broadband speed! I live in a rural area, anything about 1mb would be a miracle.
Early August
Received a phone call from a nice young lady based in London working as part of the BT sales team offering me a discount on my broadband package if I agreed to sign a 12 month contract. She did not know anything about the issues I have been having. In the hope that the conversation was indeed being recorded I explained everything!
No follow up. As a gesture it would have been nice if someone from sales had phoned me back, offered sympathy and perhaps the discounted package with immediate effect (without a contract requirement) seeing as I have effectively had no internet for a month and possibly the lowest connection speed in the country.
9 August
Another engineer arrived with 35 years experience and excellent member of staff. Conducted a full line test and low and behold, problem found with line 83 meters from my property (exact location where we had an issue the previous year and that I had been trying to tell the Call Centre staff about).
On examination, the engineer confirmed it needed replacing. Also that the space between the telegraph poles was 75 meters and should actually only be a maximum of 63 meters hence, tension on line which has caused the problem.
He called for assistance and both he and a colleague were about to replace the line when he was called off the job by his line manager. Something to do with Health and Safety. hmmmm..... he did have a colleague, a Hiab and all specialist equipment. I did wonder whether cost was a factor as we are the last house on the line.
10 August
Further phone calls to Call Centre, told again that they needed to run a line test and that they could get my phone working in 24 hours. Informed them that it was very improbable.
11 August
Level 2 supervisor finally returned my call as promised and confirmed that a new line was needed. She gave me the telephone number of the telephone line faults department to phone to enquire when this would be done.
13 August
Phoned the telephone faults department to ask for a date when the line would be replaced. Level 1 technician wanted to run line test and assured me that he will be able to solve my problem with a few simple steps and that it would be fixed within 24 hours. I informed him that it would be impossible. I asked to speak to a level 2 supervisor. He put me on hold for 10 minutes and then informed me that a level 2 supervisor could not help me. He agreed to book an engineer to come out and repair the fault (he had never done this for any other customer before but as I was a special case he agreed to do so!). I had to provided him with exact details of the fault. I requested that he refer to the report given by the last engineer that visited but no, he wanted the details from me, slowly, so he could type it out.
I have an appointment for Thursday 16 August between 8am and 6pm. Not hopeful.
I requested the number of a telephone complaints department or any member of staff I could speak with in the UK. He could not find a number for me.

Hi,
Your line and exchange is maintained by Openreach and not BT Retail (your communication provider). BT Retail do not get priority over other communication provider as Openreach treat all communication providers/ISP's equally.
If you would like to contact the BT Care Team they will be able to look into your account notes and to help you get it resolved. BT Care Team are a UK Based BT Specialist Team.
Click here to contact BT Care Team
They wil contact you by email or phone within 3 working days. You will be given a automated reference number please make note of this.
cheers
jac_95 | BT.com Help Site | BT Service Status
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Nightmare installation experience! Please help, I ...

I've been having some major problems with my BT Infinity, phone and
vision service since they were installed 6 days ago. I spent most of
Saturday afternoon trying to get them fixed. When I was eventually
offered an engineer appointment I was told that this was going to be
on Thursday which is a five day wait to try and fix a faulty
installation. I asked to cancel my new contract because it is not
functioning as it should, but was told that I could only do this if I
paid a £600 cancellation charge! This seems totally unacceptable for
an internet, phone and TV service that is not working.
Here is my scenario:
I ordered BT Infinity option 2, a phone line plus the Youview vision
package. This was installed on Wednedsay 11/12/13 of this week. When
the engineer left he tested it and was getting 60MB connection speeds
and a clean phone line.
I started using the Youview box on Thursday and streaming things over
the internet and the router was cutting out (flashing red and no
connection) whenever I was trying to stream anything either on my
computer or on the youview catchup player. We might be able to watch
10 minutes, but after that time it cuts out and we have to start agin.
We get this on the youview box or on a computer. It seems that the
connection cannot handle something that draws a fair bit of data. On
Thursday and Friday I found that streaming did not work well for us,
but we could use the connection for basic browsing and email. I'd
noticed a bit of crackling on the phone, but we do not use the home
phone a lot so it was not really registering for us. I could handle
the poor connection for a few days if it was going to improve, but
that has not happened.
On Saturday morning we had more problems. The router was cutting out
all the time and the internet was basically unusable. It sometimes
drops the connection when there is nothing using the internet. It
might hold it for 30 minutes sometimes if nothing is using the
connection, but if I try to use the internet it cuts out pretty much
straight away. I decided to phone BT broadband faults and they raised
it to the level 2 broadband faults team. I never spoke with them but
it appears that they decided to sent out an engineer (but did not call
me to say they were going to do that and the engineer only called
ahead on the landline to say he was coming). I was out and so he left
a phone message (only on the landline phone) and when he arrived home
a bit later I found a card to say he had tried to visit. If he had
phoned my mobile I would have come home for his visit but no-one did
that. I also did not get a text message or email to say he was coming.
I tried calling broadband faults around 1pm and because there was now
crackling on the line they said that I would need to report the fault
to the telephone line faults team. So they put me through. I explained
the problem and the operator had me do lots of things to test the
socket. She wanted me to use a different phone in the socket, but we
only have one phone. We arranged for her to call back later in the day
when I'd got another test phone. We've just moved house and I did not
feel I could ask the neighbours so I drove to a friend's house to get
one. I tested the line again and there was still crackling on it so
she said she would book an engineer to come out. When she checked the
first available appointment was Thursday. This took up most of
Saturday afternoon with phone calls and investigation.
I wanted to go with BT for the BT Sport channels and because it
appeared that with infinity they now had a broadband offering that was on a
par with Virgin. I've been with Virgin for 6+ years and been happy.
The BT offer seemed good and so we switched across when we moved
house.
I've had a really bad experience since installation and the connection
is not acceptable for what is a premium broadband package. I can't use
the TV service and the sports channels will only stream for a few
minutes until the internet connection drops out. I'm only able to
access the internet through tethering on my mobile, but I have
limiited data for that and I expect that I'll run out of my allowance
within a week or so.
What I really want to do is just cancel the contract without any
charges. I don't see why I should be charged anything for a service
that is not working and is unusuable. Reading around online it seems
that people in my kind of situation are pursaded to try a number of
engineer visits before cancellation and still nothing seems to get
fixed. By that time they've had the service for a month or two and
cancellation is much harder. I'd just like to cancel it now because
the service it not usable - I'm 6 days into it and it is just not
working. I don't see why I should pay any cancellation charges for a
service that is not working.
I know that Virgin works without problems and I'd like to go back to them.
Can anyone advise me how to cancel this contract without charges and get the services all out?
Thanks,
Matthew

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, if you 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.

Legality of master line socket

Hi, When we moved into our rented accomodation the telephone access point in the lounge did not work. I searched the house for a master socket but couldn't find one.
So I called the rental agency, and they sent one of their employees out who did some adhoc messing about (there were two access points in the lounge) and he cut some wires and bodged a connection together from a combination of both sockets.
Our BB connection has always synched much lower than it should, which I have always put down to dodgy internal wiring & not being able to find the master socket hasn't helped.
Now a friend has identifed that the access point in the lounge is actually a very ancient master socket. I have read that it is against the law to touch or modify the master socket which is BTs property.
However as I work from home I would really like to get the speed sorted out and have a decent master socket fitted.
So I have several questions,
1) If we get an engineer out, are there any legal ramifications of the socket being modified (I can happily point them to the man who did it - but he does own the rental agency we rent the house from, so it could jeopordise our accomodation)
2) Who would be liable for the bill to repair / replace the master socket?
I would love to get some advice from an actual BT rep if possible please?
EDIT: Does anyone from BT read or respond on these forums?

Devon_Dave wrote:
hamish72 wrote:
I think some master sockets have terminals for the user to attach extension wiring so that would be legal whilst any work up to that point would not and your old socket probably has not got that feature
Master sockets do not have a customer connection point, only line boxes (NTE5) do
Several misconceptions creeping in here.
1 An NTE5 is a master socket. It does have customer-accessible terminals. How else do you think extension wiring would be attached ?
2 Very old sockets are identifiable by having no split in the faceplate. They date from the days when BT provided and owned all the wiring, and there was no need to have a demarcation point between BT and the customer's network. If that is what exists, it should be replaced at no cost by BT Openreach during any fault tracing work. If you just want it replaced, you will be charged (lots !).
3 Any work undertaken by BT to sort out bodged customer wiring will be charged. The person who will be charged is the current owner of the telephone line account - regardless of who actually did the deed. There's no question of prosecution these days (if there ever was).
4 It's perfectly possible for bodged wiring to screw up DSL sync speeds, without necessarily introducing noise interference. If the wiring has been "Tee'd" in to circuit (that is - forming a sort of "Y" with one input and two outputs), it can cause a large "Impedance discontinuity". This will ruin the "Frequency response" of the line and this will cause lowered sync rates. (This is a common problem in customers' wiring, but some electricians and telecom technicians aren't aware of this).
Getting this fixed is up to the person who pays the line rental. It's quite clear that someone has badly bodged the wiring, and it needs a professional (that is - a BT technician) to sort it out. This has to be paid for. The OP made a fair point about not upsetting the landlord - but it's the landlord who has been let down by a cowboy handyman.

Importing more than one Memory Card at the same time

As a productivity tool for professionnals, Lightroom should allow us to import from more than one source at the same time, as Aperture do. I have a multiple Flash Card reader, and we cannot import all of them at the same time in Lightroom...
I know that I can copy them in a folder, then importing them in LR... But this is time and space consuming if I want to convert the file in DNG : it's okay if photography is a hobby for you, but when it's your full time job, and you often import 4 16Gb Compact Flash Cards at the same time, you don't want to waste time to wait the copying process on your hard disk, and then wait for the "import and convert to DNG" process : this process require to duplicate the files : RAW to DNG on the same hard disk, instead of Direct copy and convert to DNG from your memory cards to your Hard Disk.

You can have multiple remotes for one ATV, and one remote for multiple ATVs.
In our house we have two iPhones and one iPod iPod Touch, all able to control the same ATV at the same time (much to the delight of my daughter who enjoys ousting my music choices for her own).
Why have iPod touch in each room? Its not a wired remote - its a mobile device. Think of a landline vs mobile telephone - landlines are one per room, mobiles are one per person - that's how an iPod is used, even as a remote - you take it with you.
Just like a mobile phone, you'd have one personalised iPod Touch or iPhone per person, not per ATV or room.

Problem with underground cable - engineer visit re...

I reported a fault on my line last week, and an Openreach engineer turned up on Friday and confirmed that the fault was in an undergound cable on public land, and not within the boundary of my property. There are two nearby BT access covers in the public footpath outside - apparently the line is ok from the house to the nearest box, and the fault is between that box and the next one.
According to the Openreach engineer, the next step would be for them to come out and trace the exact location of the fault (which wouldn't require access to my property), then the footpath would be dug up so that the cable could be renewed or repaired.
It appears that BT Retail has a different viewpoint to that of Openreach, as the fault summary on bt.com now says that an engineer visit is required. However, until the cable is repaired I haven't a clue what this is supposed to achieve that the first one didn't.
Is this a case of Openreach and BT Retail struggling to communicate properly with each other, or is there actually some point to having another engineer visit that I may have missed? Before I arrange to take yet time off work to wait for an engineer, I'd like to make sure that it's really necessary.

The plot thickens...
Wife phoned to try to find out more, and during a rather frustrating phone call she was informed that the fault outside was fixed on Sunday morning, and they now want an engineer to come and check that it works up to the house. Plus the usual threat of a £129 charge. So we have an engineer booked to visit on Friday morning.
I do have a number of problems with the statements made by the individual that my wife spoke to:
1. An Openreach engineer has already checked that the line is ok from the master socket to the BT "hole in the ground" located 12 metres away, on public land and not within the property boundary. He estimated that the fault in the cable was 15 metres away, between the nearest access point and the next one (which is about 16 metres away).
2. I'd have thought that we'd have noticed someone digging up the tarmac on a Sunday morning, in view of the front window, but we didn't. Neither did we notice them filling in the hole afterwards. Perhaps Openreach employ silent (and invisible) contractors to dig up the roads at weekends.
3. More importantly, the line is a dead as ever, and dialling it from a different line or a mobile always gets an engaged tone - this hasn't changed since the fault was reported to BT.
I'd certainly not be very happy with a £129 charge, particularly as if the problem is within our boundary the engineer that came last week should have found it. Hopefully Friday won't be a total waste of time, for me or for the Openreach engineer, but not holding out much hope at the moment as nothing seems to have changed since the first visit.
On the plus side, it's been quieter in the evenings as the telespammers haven't been able to get through for the past week or so!

BT Openreach Telephone Landline Fault

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