Cfwdall on 2nd phone line

hi
just noticed on some of my phones that on the 2nd line when I hit cfwdall it says "that key is not active here"
it works fine on the 1st line..any ideas why this is?

Hi Mark,
This is a very common question all of us have asked at one point or another and currently cfwdall is only supported for Line 1 on the phone.The only method available to cfwdall Line 2 is to do it from ccmadmin or the ccmuser web access page.
There is also a third party product called;
IPPhone callForwarder
This new version brings to the user the ability of defining and setting the call forwards from the IP Phone. When selecting the IP Phone callForwarder service, a menu with all available lines will appear. After selecting the line the user wishes to set the forward on, a new menu containing the forward definitions will show on screen. Only those forwarding parameters definied by the Administrator will be displayed. These parameters will show the actual forward destination. The user can then set any of these callForwards.
From this link at myvoipsource.org;
http://www.voip-tools.org/index.php?option=com_content&task=view&id=47&Itemid=85
Hope this helps!
Rob
Please remember to rate helpful posts........

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Great....upgraded my bundle and was forced into digital voice. Now I've lost my 2nd phone line

I'm beyond frustrated yet again with Verizon and trying to do an upgrade. I upgraded my bundle and was forced into digital voice. Really didn't care to change my phone but went ahead. So today I wake up to no 2nd phone line or distinctive ring line. I've spent 2+ hours on the phone trying to get someone to get my phone line back and I'm so sick of being transferrred, calls dropped, wrong department, etc. I don't have time for this **bleep**! Plus...the online chat isn't working either. I give up!
If there is a tech person out there that can help me get my line back....please tell me who the heck to call without getting a one hour + run around with no help!
Deanne
Frustrated in Keller

I'm sorry to hear about your phone upgrade issue. The Verizon Forums is a peer-to-peer support channel in which users help other users. Because your issue appears to need account specific assistance from Verizon, I've moved your message to an employee monitored board, where a Verizon representative can assist you. You will be contacted by email, private message in the Forums and/or the billing telephone number on your Verizon account as soon as possible.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

Getting FiOS next week... 2nd Phone line Question

We just signed up for FiOS Triple play and will be installed next week... We have two phone lines (on seperate accounts) coming in the house... the FiOS rep said that they can hook up one during install and that I have to call after install and have the second account merged into the FiOS acct for an additional $10/month... is this true? Or do I have to sign up for another phone package at an additional cost?
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We can help you out with your inquiry. I have sent you a private message to get some account info from you.
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Adding a 2nd Residential Phone Line

Last night I ordered a 2nd phone line from Verizon for my kids.
I nevered received a confirmation email but checked my order and it says it was processed already.
So now that a bought a new telephone number to use, what's next?
How do I go about getting a phone to work with that new telephone number/line?
Furthermore, if my order status says "COMPLETED" then why do I still have these questions with no email or directions telling me what to do next?
Thanks for any help.

I would call your local verizon office and see what they say. Someone will need to visit your home to install the second line. If you don't know the local office you could always call FIOS at 888-553-1555
Jim

Terrible service trying to move a phone line - Not...

Hi,
I have been with my current BT phone line for 2 years and I was very happy with the service I was receiving. Therefore I decided to move my BT line to the new property I am moving into next month. I have called up BT for house moves, which arranged my move including setting up an appointment with an engineer and said that I will receive a confirmation quickly. In the meantime I have not received any confirmation and I was unable to see any order or appointment details online. This left me feeling unsure whether my order really was placed or not. As you can image I do not want to find myself in a situation where I take a day off work waiting for an assistant who is never going to turn up and waste my time having to do this all over again.
To gain some clarity, I emailed the customer service team listing all the details of my phone conversation with the assistant who placed the order and all the details about my account and the place I'll be moving. After a couple of days all I got was a generic response which had nothing to do with my original question. I resend my email asking for clarification and got nothing back. It has been 15 days since I spoke to the assitant and has heard nothing from no one so far. Things get more interesting after this:
Today I tried online chat with an assitant who told me that he can see that my order has been cancelled. When I asked why he said he will call me to explain. When I gave him my number he said "You live in Australia, right?". Which is ridiculous as my account clearly states that I am from the United Kingdom. When I asked him again on the phone why my order has been cancelled he said "Yeah yeah I'll just transfer you to the sales team and they can help you". I was then put on "hold" for 25 minutes waiting for the sales team to pick up my call. When they eventually did the lady who picked up the call said they don't deal with home moves (you can imagine my frustration at this point) and said she will transfer me to home moves which put me on an endless hold.
This leaves me in a sitaution where I have no idea what to do, even the assistants who are supposed to help me are unable to advice me. I think I am going to have to cancel my BT line and have to go with an alternative provider after the (lack of) quality of service I have experienced. The problem is I don't really know if my order has 'really' been cancelled therefore don't want to have to pay any cancellation fees if my order actually hasn't been cancelled.
This is incredibly frustrating as I now have to deal with the stress of moving a house as well as the stress of whether my phone order went through or not.
I am hoping someone here can advise me on what to do as this is my last resort.

Hi Stephanie,
Thank you for your quick response. I have just spoken to an assistant over the phone who told me that my order has misteriously been cancelled (still no one knows why?). After all of this headache I told her to cancel my BT line on a specific date and I no longer wish to move the line to my new address. She also assured me that I do not need to pay any cancellation fees. However in the confirmation I just got sent, I can see this section:
What you'll pay:
30 day rental liability charge - As we say in our terms and conditions, we need 30 days' notice to stop your BT services - so you'll need to pay for them for 30 days from the date you asked us to stop them. For more information about the 30 day notice period, go to bt.com/terms
My bill normally gets charged on the 30th of each month. I asked my line to be cancelled on 2nd of September. What I assumed (and what the assistant said) was that I am going to be paying until 2nd if September. I am very confused as to why I am being told this in the email?
Thanks

8500A Plus - Touch panel backlight activates and stays on when someone is using phone line

Why is that and can it be disabled? It seems to be a waste of the backlight, especially in my case where the phone line that it is connected to is in use 8 hours a day. I would imagine that when the backlight burns out it renders the machine relatively useless and repair is probably not going to be covered under warranty when it does occur.
I can understand that the printer needs to recognize when the line is in use, however it would only need to activate the touch screen backlight when actually using a function.
Some software programmer missed the boat here...

Thanks for the advice but this would then terminate the broadband line which I do not want to do. Basically I want it all done at the same time without disruption.
And just to clarify the 2nd line used for business is not a business registered line as such but a 2nd home line into the house.
Physically they all come into the house on a 16 core cable that BT laid about 15 years ago when they sent a whole load of engineers round to the house to install the 1st broadband line in the area for training. But obviously only 4 of the core are used.
Rgds John

Having lots of problems with getting a phone line ...

this may be a bit of a long story sorry, but this has now stretched to nearly 2 months without phone and internet and i desperately need help as i rely on both for my business.
we moved in to our new house in october and ordered BT phone and internet on the 18th of October, we've now had 3 engineers out to connect a phone line but yesterday after the 3rd one turned up, and then left without informing me, i phoned BT to ask where he was to be told i now had to rebook my appointment for the 6th of December, nearly 2 months after moving into my house.
first engineer came on the 8th of november, a very nice man who explained to me the phone line in my house was 20 year old outdated underground line which was no longer in use by BT, he phoned his boss and was told he'd need to put up a whole new line. he went away to get a harness and ladder etc, came back and climbed the pole and got the line up and put it to my house. he then took the whole thing down again... came in to inform me that the line didnt meet regulations as it was not high enough, and he couldnt use the other pole as it was too close to electrical wires. he was gutted to have lost a whole day but informed me it is the law that bt have to provide me with a phone line and that if they dont do anything within 3 days i should complain. i was disappointed as i'd taken the day off work for this, being self employed this cost me a lot of money.
next day i was back to work as normal, a new bt engineer phoned saying he was at my house. i said i'd come back to meet him but he told me not to bother, as he'd already inspected the area and decided the first engineer was wrong and he should have infact put the line up at the pole which was beside the electrical wires, so he told me he'd book a new appointment and bt would phone me to let me know.
i waited a week with no phone call or email so i phoned BT myself on Saturday 16th November. i got a lovely lady on the phone who actually seemed horrified at what had happened, she couldnt be more helpful and managed to get me a cancellation appointment the following thursday, 21st november, from the BT engineers and assured me the order would be completed this time. great, but annoying as again i had to be in the house which meant a 2nd day off work costing me a lot more money again.
21st november - yesterday - bang on 9am a knock at the door, great. new BT engineer is there, an older unfit looking gentleman wrapped up in hats and scarfs and huge jackets. straight away he came across to me that he couldnt be bothered with this, he was asking me what line i had, what the previous guy did, what the 2nd guy said needed doing, he didnt know himself. i explained to him and he went away back into his van. he sat there for 30-40 minutes, came back to the door to say he needed a cherrypicker to get him up the pole to connect the new phone line but as it was in another place it wouldnt be here till the afternoon. he then went on to ask me if i would be staying in all day as it would get done today, he said i needed to stay in the house all day 'you wont be going anywhere will you?' i was told to stay and wait for him over and over again. i said this was fine as i'd had to take another day off work, i couldnt afford a 3rd day so i wouldnt be going anywhere.
come 11.30am, he returned, he just said he wanted to update me on that he was heading into the village to fix a phone line then would return, again he asked for assurances i wouldnt leave the house etc and i said thats fine.
12:15pm - a man phoned from BT to rebook my engineer appointment, i kindly explained he was here at half 11 and was returning to complete the job later. the man on the phone said thats fine but please phone us back if he doesnt reappear. at this point i was very worried, phoned the missus for her opinion and we agreed i should phone back so i phoned back straight away. this time i got a nice scottish man on the phone and i explained everything, he went and checked things for me and said the system still said my order was in progress so if the engineer had told me he'd be coming back, he saw no reason why he wouldnt. i was happy with that and agreed.
3:30pm - still no sign so i phoned BT back to say i was worried he had left, it was a nice man on the phone again but talked in broken english and didnt understand me completely a lot of the time... (i have a scottish accent ) the whole call took about an hour but eventually it turned out the BT engineer had indeed just decided to go home, im presuming he decided it was too much work in the wind and rain, and to add insult to injury he'd even told BT my order was completed. i asked the man on the phone if i could talk to someone higher up as i wish to complain as i needed my order completed today, he point blank refused saying he would file the complaint on my behalf which i wasnt happy with but he wasnt having it any other way. he decided to rebook my appointment for the 6th of december despite this meaning i'd need to take a 3rd day off work costing me yet more money. he then had me wait on the phone whilst he typed out my complaint and gave me a complaint reference number, he didnt really check anything with me as to what i wanted in the complaint so i am a bit worried not everything is in there. i could add more on this, im not happy at having to wait for another 2 weeks aswell considering the last lady found me an appointment within just 4 days of me phoning, i believe i should have priority for an urgent appointment?
anyway, i am very annoyed by this whole thing. i have remained patient up until today and now i just dont know what to do, im not the type to complain but this is ridiculous, i can see the same thing happening with the next engineer. i do expect some form of compensation over this whole affair as it is not fair at all that i will now have to take 3 days off my self employed job which is very very costly for me and is money i can not get back. not to mention the loss in business from not having the internet as we take appointments and orders online, we have been unable to use this for 2 months now. the amount of money i have lost over all of this is unbelieveable. fair enough i did not mind at all having to wait for my first appointment, or for taking the first day off work for the work to be done. that was fair enough, i realise these guys are busy and that was the earliest appointment i could have so that was fine. but now that i have to take another 2 days off work is the problem, not to mention all this extra time with no internet.
please could one of you help me out here as i dont know what else to do. ideally im hoping someone could sort out an earlier appointment for me like the original woman on the phone did, getting me a cancellation, as i am in desperate need of it now as december is our busiest month. i also wish to file my own complaint about all of this if possible. thank you in advance for any help and i am sorry for the length of this post. cheers.
Solved!
Go to Solution.

You will not get any compensation from the failure to provide a residential line, apart from what BT say on this page.
Customer service guarantee
BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
If you are waiting for Openreach to deal, then that appointment is going to be the earliest available.
You could take a laptop into town, and use it on the available hotspots. It would also be worth considering adding broadband to the business line, to make things easier at the shop.
As this is only a customer to customer forum, all I can do is to ask a BT Moderator to see if they can help, but I doubt that they can influence Openreach, as Openreach deal with other service providers as well.
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.

2nd phone same problem

My wifes BB Curve 8330 Verizon at least twice a week has this problem. When she gets a call the person calling her can hear her but she cannot hear them. This happens randomly a couple of times a week. It does not make a difference if the call comes from a land line or cell phone. She can still get and send email and text meesages but she cannot hear them. After she does a reboot the phone works. This is the 2nd phone it is doing it on. Any one have any idea what could be causing this. I don't think it could be 2 different phones with the same problem.
Thanks,
Leo

Hi and welcome to the forums,
two pnoes arre not a coincidece, and it would have nothing to do with the BB. I would almost bet that ht sin card is bad, and when they changed phones, the resused the sim in the second phone/ I would request a phone directly fron RIM nort in Verion stockl Also make sure they give you a new siml,
Thanks
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2 Phone Line query

we have 2 phones in our home, our main line looked after by SKY and a separate internet only line looked after by BT. Due to the double costing I would like our internet line managed by BT to be the same as our main telephone number and then taken away from SKY so that we end up with 2 phones, one telephone number and only one provider. How do I go about doing this and what is the charge.

colken wrote:
thank you I have already called customer services and the Indian chap I spoke to had no idea what I was talking about, he just kept on about me cancelling my subscription with Sky and then I could come back to BT, I dont just want to come back to BT I wanted my 2nd telephone line to be changed to my main telephone number so instead of having 2 separate telephone numbers in the house with 2 different providers, I want 2 telephone lines with 1 provider.
Who is the company that you want to use to handle the line rental.
It looks to me from your post here that you want your second line (BT Line) to be changed to your main line provider (SKY)
yet your first post seams to indicate that you want to have it TAKEN away from SKY.
Who do you wish to end up with.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

New build property, horrible BT phone line install...

Hi all.
I am writing here because I have been thrown around by BT and the phone line installation team over the past one month, and I have just run out of patience.
The entire experience started in late May, when I phoned BT and told them that I was moving house in 2 weeks and that I would need a new phone line installed at the new property, which is a new build. The BT sales team was more than happy to take my order, and since there was a charge of £130 for installation of phone line by itself, I decided to bundle both broadband and telephone line from BT directly to avoid that cost. I was a given an appointment on the 10th of June for my phone and broadband installation.
The 10th of June came and I took the day off work thinking all would be sorted by the end of the day. By the late afternoon no one ahd contacted me and there was no one who had come to the door. I called BT and had them check on my order and they said that "for some reason, the order says its still 'pending' and has not gone through..." After chatting with different people from different teams like sales, orders and them confrerring with engineers and seniors, I was finally told that the order could not be processed because I was in a new build and hence the system could not process a broadband order before there was an active phone line in the property, hence the failure of the order to go through. Next, I was given a date for the phone line order by itself to be done, and although I was frustrated here, I conceded and moved on hoping to get the issue sorted as quickly as possible. The new date was June 22nd for the phone line and then the broadband order to be placed thereafter. At this point I was not sent any emails or letter regarding my order with ym order number or any references, so I should have been sceptical, but I let it slide thinking it would be settled soon.
June 22nd came and I took leave off work again for the 8am - 1pm BT engineer visit. Once again, no one showed up or contacted me. I called BT again desperately hoping that this could not be happening again. When i asked the lady about my order scheduled for that day, she said that the order did not go through once again. It was still 'pending'! I was just shocked. I wanted to explode because twice BT had given me apppointment timings that could not be fulfilled and twice they left me in the lurch when they knew beforehand that the engineers would not show up, leaving me to take time from work which I cannot get back, much less the fact that I still do not even have a phone line. After much chatting with different people on the line I finally got them to book another order this time for July 9th for the phone line.
This time i called back on July 2nd and July 6th to make sure that my order was on track and I was assured that after checking with the 'openreach engineers on their side' that my order was on track and the engineer would show up definitely on 9th of July.
Then the 9th came and I took the morning off from work to wait for the engineer.Yet again, BT managed to show me how poorly they treat customers. No engineer showed up again, and as was becoming a habit now, I had to phone BT to enquire about my order and discover that the engineer was not going to show up today as well. When pressed much more the person on the other end finally relented that the cables from the exchange to my new build property need to be set up and are in the process of being done. I would then get a call when BT/Openreach finally finish this. I felt let down, especially when I asked how long that would be since I have already been waiting for a more than month for BT to carry this out and also agreed to pay the £130 set up charge for the phone line since they wanted to process the phone line order alone first. Her response was nothing more than a "I cannot tell for sure.." and at this point I could tell that meant it could be a really long while more before getting a phone line / broadband, if ever BT is interested in setting it up.
Is there any way to actually check and see if BT are setting up a connection from the exchange to the property for the phone line and how long it would take before I can finally get a simple phone line here?
Sorry if this was a bit of rant but it is rather draining and also costly for me having to deal with BT and wait for them when they could simply communicate with me better to inform me of their engineers' decisions.
Abi
*EDIT* I have also spoken to the developer of the property and they have informed me that the flat is ready for a phone line to be installed, and that BT is only currently fitting phone lines to the building across the road and not my block, so that means someone at BT/Openreach is telling me the worng thing and the engineer is just refusing to come out now. I have additionally spoken to some of the other residents who moved in before me in the same block and they have had phone lines connected to their property by BT so I think this problem needs sorting out asap by BT please.
Thank you.

Hi
It seems that I am caught in the same endless maelstrom of bt/open reach inability to meet installation obligations.
We have a new build home on a small private development. No cable available regrettably so all 6 of our neighbours use bt phone and std broadband.
Ordered both services end April to be told that install appointment was 30 May - seemed a long time but accepted. Had whole series of emails and texts from bt reminding of appointment and arrival of modem, but late evening 29 May text arrived saying order delayed and put back to 13 June. Called following morning and got the run around took 40 mins to get any answer of sense that said ,Line work was required and open reach we're dealing withi it.
13 June came and went no one called or advised that appointment would not be met. Again many phone calls but same answer line issues. My developer tells me that the lines are installed per spec, in fact we have a black network cable present through a conduit next our front door but no terminal box to join up to white phone line wires to inside phone points. Offered bt a photo of this but they will not accept it. Just keep saying line issues holding up install. Either way unless this work is done the it will be impossible to connect even if other work had rally to be done - not interested!
This week promised that all would be done, 16th the 17th and then 18th -nothing again and hence more phone calls.
Issue handed to resolution team who calked today to say work schedule for 12 July! More than two months since order - just don't believe them and asked them to escalate - no hopes up!
In the meantime our phone no rings out and people wonder why we are not answering! Complete shambles.
In 2014 this should be easy meat to BT who seem tied up in a complaint type process that resolves nothing.
I have no real choice but BT and their performance is just hopeless. Advised ofcom but don't deal with individual complaints - this is consumer hell and very very frustrating.

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.

At a loss with phone line and broadband

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.
Allbeit I doubt you'll see a profile reset, but even better you may see a lasting resolution, hopefully.

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’.

Phone line dead, over 2 week wait for possible rep...

Hi there
I'm posting on behalf of my Mum who cannot post in the forum as her phone line/broadband are currently down.
On Friday 4th January 2013 she noticed the phone was dead, and also that the Internet had stopped working. She rang the usual number BT provides and was told by an Indian chap that there is a fault but there won't be anybody available to look at it until 21st January 2013! She was not provided with any reference numbers to track the case or anything which didn't help.
Bear in mind my Mum is in her late 60's and relies on the phone to keep in contact with relatives, and this is especially important since my Dad died.
I am aware that Openreach are busy yadda yadda, but it is simply not acceptable for her to wait over 2 weeks for someone to at least have a look at it! She has spoken to her neighbours and they were having problems originally which now appear to have been sorted.
I am worried that not only will she have to wait but that she will charged a ridiculous fee for any repairs, even though the fault is not anything that she has caused. Also I am not happy that BT are going to charge for zero service for a two week period, surely this is essentially robbery?
Is there anyway I can get this escalated, and is there anyway I can get the charges she will receive refunded?
I have already contacted someone in the forum via e-mail but I don't think it worked as I was using my brother's mobile at the time.
Thanks in advance
Solved!
Go to Solution.

Tootsie wrote:
You're welcome. Also, I understand that your mum can have al her calls diverted to an alternative number and there is some form of compensation available for loss of service....I'll see if I can find the details.....I've seen them somewhere
BT will not pay you compensation they will only refund your line and BB rental if your phone has not been repaired after the end of the 3rd working day also if you have your line diverted you are not entitled to this refund.
(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.

Trouble getting my phone line connected

My saga to date....
I contacted BT on 20th April to advise them that I was moving home on 29th April (to a newly built house). An engineer was arranged to come to my home on 10th May to carry out the connection. Prior to the 10th May, I had a visit from an engineer to assess the job. My house has been built in an older part of a village which still relies on telephone poles and lines going from the poles in to houses. During one of these visits, it was noted that I would need a pole placed in my garden to connect the line to, then the line would be connected from there. The reason behind this was due to the fact that my house is built low down, and to take a wire straight from the main pole would make it slope too low. I was quite happy with the solution put forward, and was happy that things seemed to be in hand. At no point was I told that the work would not go ahead on the 10th May.
This is when the problems start.......
I feel that I am living in the dark ages again. I have no phone line, hence no Internet access and do not get a mobile signal in the area I now live in! I rely on travelling to my daughters' house to use their phone and Internet access, which is not convenient.
The 10th of May came and went, and nobody appeared at the house, and I received no communication that work would not be carried out on this date. I phoned BT, and yes, I was talking to a call centre in India. When the operator finally grasped the issue that the engineer had not appeared she checked with her suppliers to inform me that there was a problem and that this would be assessed by the 14th May. BT would then advise me on the 15th what the next stage would be. Unhappy with this, I was eventually put through to the supervisor (waited 40 minutes on hold!). Got no joy from him, but the promise he would personally contact me on 15th. I had to accept this and hung up.
On Monday 13th May, I went online to check the progress of my order, only to note that my latest BT bill was ready. When I checked the bill, I noted that BT had started to bill me for my phone and broadband package from 10th May!. Blood pressure steadily rising, I contacted BTs billing department, yes once again an Indian call centre, to complain. Got the standard script from the operator - very sorry etc. During this conversation, it was realised that BT had the wrong postcode in for my house (it was the correct street, but the post code for odd numbered houses). The operator, against my pleas not to do so, cancelled my order, and set up a new order for the correct postcode. She assured me that she knew what she was doing and not to worry, everything would be fine (I had explained the saga to date to her). She set up a brand new account, allocating a different phone number, and requiring me to set up new direct debits - I'm not sure how she couldn't just change the postcode for my original account. A new connection appointment was for 21st May, and I was assured that there would be no problems I would be connected on this date.
The 15th of May came and went, and no phone call from the Indian call centre manager. I did not call back at this time, as a new appointment had been scheduled.
The 21st came, and an engineer did appear - hooray! He looked at the house and told me - I cannot do your connection. A pole is needed to run a the line to. He was able to tell me that my number had been set up in the exchange. I was more than a little angry and frustrated at this point. BT knew that a pole was required back on 6th May - why had this information not been dealt with!
Again I phoned BT, back to the Indian call centre. Explained the whole saga. He checked with his 'suppliers' to find out what was going on. Came back to tell me that further information would be available the next day. I was getting a little annoyed at the point. I explained that the work required was to erect a pole in my garden to run the line to. All I wanted was a date for when this work would be carried out. He could not give me this info saying his suppliers would not give this until the next day. I asked who the suppliers were - BT Open Reach, but he would not let me speak to them directly. He promised to phone me back the following day with the update - probably to get me off the phone. I again explained that I had no means to which he could contact me in my own home, and would require to go to my daughters house to receive the call. He agreed to phone me back at 10am on 22nd May - a time when I would go to my daughters. Yes, once again they failed to phone back!!
I again phoned back - yes back to India I went. Asked to speak with the manager - but the operator would not connect me saying he could help. Went through the saga once more - again got the text book apologies (which are getting rather annoying now). He contacted the 'suppliers' and promised that contact would be made with me within 24hours by the engineer with regards to the work being carried out. I told him that I had been lied to on so many occasions that I didn't believe that this was the case and asked to speak to BT Openreach to confirm this. He stated that this could not be done. Trust him, why would he lie to me - which I told him would be to get me off the phone. I left my daughters phone number as a contact.
24hours has now passed, and yes - once again no contact. I cannot face talking to another operator in an Indian call centre who will tell me anything to get off the phone. BT's complaints procedure is pathetic. I feel totally helpless in this. There doesn't seem to be any communication between anyone in the company. The call centre staff are telling you anything just to get rid of you. I suspect that I am now being billed on 2 accounts for a service I don't have, and no doubt will be another saga when I eventually get a working phone line.
I am no further forward to when this work will be getting carried out, and getting more and more frustrated. Is there any suggestions on where / who I can go to.
Solved!
Go to Solution.

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this 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 will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
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’

Cfwdall on 2nd phone line

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