Chronic interference on phone line and broadband drifting in and out

hi, could I speak to an advisor please. We have chronic interference on our phone line and our internet keeps drifting in and out, it has been like this since Tuesday. I have done all the necessary checks including unplugging all the equipment and plugging a corded telephone into the test socket and it is still the same with the corded phone plugged into the test socket, so I'm guessing there is a fault on the line. I need sky to do a line check for me.

chellechllb wrote:
hi, could I speak to an advisor please.
Yes. Give Sky a call.
Sky won't respond here, or elsewhere, to your post as this is a customer to customer forum.

Similar Messages

Phone Line and Broadband

Just recently my phone line has become extremely crackly and my broadband has become so slow that if I use Youtube I can watch approx 3 secs of clips before it stalls and the loading symbol appears. Today it got worse when everytime I use the phone my broadband disconnects.
I have tried disconnecting everything from the HomeHub, restarting it, checking all connections etc. I would like to speak to a human being but couldn't find any numbers.
Could anyone, of a human kind, please give me some advice?

Maybe worth doing a few checks before you call them, have a look at this self help guide.
http://www2.bt.com/static/i/media/pdf/repair_guide.pdf
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Constant buzz on phone line and broadband disconne...

Where our BT phone line enters our house is under a very damp upstairs window. Every couple of years for the 20 years we have lived at the property, we have to report a fault and an engineer would come and replace the damp parts in the little connection box. Over recent times we have been charged the fee for this. The master socket is further down the cable at the bottom of the stairs and is usually OK.
Can we change where the phone line enters the house? The phone line is useless for phonecalls and is affecting our broadband speed and connectivity. The only other option is to scrap the line rental and get mobile broadband or one that doesn't require a phone line. Why do the engineers never fix the problem long term? We want to change to fibre optic, but the phone line will cause the same problems with this. If we cancelled the phone line and then ordered a new bundle, would we actually get a new phone line into the house, or would they simply reconnect the old, damp one?
Thanks for your help
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As this is a repeat fault, then some special help may be worthwhile to finally fix the issue.
I have asked a moderator to provide assistance, they will post an invite on this thread.
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There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Crackling phone line and broadband disconnecting

I'll try and keep this short as i have no intention of wasting another 4 hours of my life trying to explain how disappointed i've been with my BT Infinity broadband.
I have recently come to the end of my 18 month contract so was looking for a new provider. I have been getting speeds of 10MB for a while, when i should be getting much higher download speeds. My phone line has always crackled badly and whenever i use the home phone the router resets itself.
I made the decision that if BT could rectify any problem with my speeds i would stay with them. I have basically been told that the problem is in my house. There is no problem whatsoever with my phone line so any engineer visit would cost me a fortune.
After using the BT line test/speed test it tells me that the speeds between my home and the phone exchange (0.7 miles away) is just under 10Mbps. Does this mean that there isn't anything wrong with the internal set up of my broadband and if so why did none of the several people i spoke come to this conclusion? I've been paying for the 76Mbps service for 18 Months and not one person at BT has ever offered a solution just the same scripted rubbish that it is me that had the problem. Not only have i spent a fortune on the broadband itself, i also bought new phones on the recommendation of another BT "expert".
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I use the home hub 4. Yes it does have a filter on it and then the phone plugs into that. Tried test socket this morning and still getting crackling on the line.
Exchange IRLAM is served by Cabinet 8
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
51.6
35.6
12.4
7.7
Available
FTTC Range B (Impacted)
43.9
25
12.4
6.1
Available
WBC ADSL 2+
Up to 18
15.5 to 20
Available
WBC ADSL 2+ Annex M
Up to 18
Up to 1
15.5 to 20
Available
ADSL Max
Up to 7
6 to 8
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
FTTP on Demand
330
30
Available
Fibre Multicast
Available
Copper Multicast
Available

Migrating phone line and broadband from BE to BT i...

Hi everyone, i ordered BT infinity 2 online on Friday , order went through with out any issues got the date for engineer visit on 14th of JUNE but since that my order is pending and i don't know the reason why and my account hasn't been created as well.
My phone line and broadband currently both with BE unlimited and somebody from BT told me that if i am migrating phone line from another provider then i can't order BT infinity 2 straight away, first i have to transfer my phone line over to BT and then i can order BT infinity 2. Can any body tell me if this is true.
I had excellent experience with BE unlimited for last 5 years and hoping that it carries on with BT as well but things so far not looking promising because i can't get straight answer from BT reps.
Any help in this matter will be much appreciated in advance.

OK i have update regarding my order, i spoke to BT rep today and she told me the reason my order is till pending because first i have to transfer my phone line over to BT then i can order BT infinity 2. The date they give me for my phone line to switch over to BT is 15th of June and once that completed then some one from BT infinity 2 Team will contact me and arrange a date for BT engineer.
So any one thinking about moving to BT infinity 2 in near future and currently they have their phone line and broadband both with different company then they should move their phone line to BT straight away and once phone line is moved over to BT then they can order BT infinity 2 with out any problems.
I hope this will help lot of other people who are in similar situation.

Crackly phone line and broadband disconnecting

For a month or two i have been having problems with our phone line and broadband connection. The phone line is extremely noisy (interferance) and when you make a call or recieve a call the broadband disconnects. I have tried different filters, routers and wires but no good. I have conducted a quiet line test and the result was i could hear nothing on the line. When i unplug the hub and just have the phone connected to the socket the noise on the phone has gone and their is no problem, connecting the hub make the noise come back. As a result of all this my broadband speeds are very low.
Here is my hub stats and a bt whole sale speed test.
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:36:05
Downstream:
6.75 Mbps
Upstream:
448 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
19.7 dB / 22.0 dB
Line attenuation (Down/Up):
7.0 dB / 3.0 dB
Output power (Down/Up):
13.9 dBm / 12.2 dBm
FEC Events (Down/Up):
7077 / 0
CRC Events (Down/Up):
12 / 0
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
19 / 0
Error Seconds (Local/Remote):
131 / 114
Hide details
Download Speed
0.81 Mbps
0 Mbps
2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.81 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :6.91 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 1.25 Mbps
My dsl connection rate can get as high as 7.9 Mbps
Any advice would be helpful thank you
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your drops in connection have at one point reconnected with a far lower speed than normal resulting in the low ip profile. if you stay conencted 24/7 for 3/5 days the profile will correct itself for your current connection speed
I would as john46 suggested connected to test socket with a new filter and see if that helps
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Setting up fax and voicemail on same phone line.

I have one phone line with voicemail and fax. How do I set up the fax so voicemail doesn't pick up my faxes and the fax doesn't pick up my voicemail messages? I have the fax and phone going through a splitter. I just discontinued my separate phone line I used for faxing and internet and want to use a single phone line for everything. Thanks in advance for any suggestions. Auntalee

If you have Verizon Home Voicemail (the kind you access by dialing a phone number i.e. no answering machine) I can't see how it would work.
Some fax machines can answer the phone listen for the fax tones and if it doesn't hear them it rings another phone or answering machine connected to it.
It comes down to something has to answer the phone, figure out what kind of call it is a route it to either a answering machine or a fax machine.
The only other way to do it with one line and Verizon voice mail is to get something called Distinctive Ringing service (if its available for Fios). You get another phone number but not another physical line. The one phone line rings differently for each number. The fax machine must then have the distinctive ring feature and be setup to only answer it's ring. The other ring it ignores which means VM will pick it up.
Good luck

Wireless routers and surge protector with phone line ports

I cannot connect to the internet when I use my surge protector phone line ports. I have the line from the wall in the in port and the other one in the out port but status light on modem doesn't light up and no connection to internet. Is it my surege protector? Do I need to do something else?

I assume the system works fine if you bypass the surge protector. I will also assume that you are not plugging in your DSL phone line on the "in port" and then plugging in an ethernet wire on the "out port" of the surge protector. Your surge protector cannot convert a DSL phone line signal into an ethernet signal. This is the job of the DSL modem.
Assuming you are going through the surge protector phone line to phone line, or ethernet wire to ethernet wire, then it means that either the surge protector is broken or you have a bad wire. Try a different wire. If that doesn't work, return the surge protector.
Message Edited by toomanydonuts on 03-30-200705:12 PM

Please help, noisy phone line think its a high res...

HI,
Just moved in and phone line / bt broadband was activated a week ago. Phone master socket is OpenReach branded.
I have the BT supplied broadband filter fitted directly to the test socket (just the adsl router and a single phone connected).
Using the 17070 quiet line test , i have varying volumes on hissing and noise on the phone. This varies between loud and intrusive (difficult to hear callers) to fairly quiet. This seemed to be better during the cold weather over last weekend, but is worse again this morning.
I can also hear adsl connection noise when the router was connecting, depsite being through the adsl filters. This lead me to find threads related to High resistance faults whcih I think may apply to me.
BT online fault test shows no fault found.
Adsl Stats:
I was supplied with a home hub 3A
Connection Information
Line state: Connected
Connection time: 0 days, 21:29:11
Downstream: 3.625 Mbps
Upstream: 448 Kbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 10.6 dB / 15.0 dB
Line attenuation (Down/Up): 32.2 dB / 16.0 dB
Output power (Down/Up): 19.9 dBm / 12.4 dBm
FEC Events (Down/Up): 2941 / 325
CRC Events (Down/Up): 12 / 45
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 79 / 30
Error Seconds (Local/Remote): 8 / 22
1. Product name: BT Home Hub
2. Serial number:
3. Firmware version: Software version 4.7.5.1.83.8.57.1.3 (Type A) Last updated Unknown
4. Board version: BT Home Hub 3.0A
5. ADSL uptime: 0 days, 21:31:21
6. Bandwidth: 448 / 3712
7. Data sent/received: 0.3 / 2.7
8. Broadband username: [email protected]
9. BT FON: Yes
10. Wireless network/SSID: BTHub3-KC3K
11. Wireless connections: Enabled, (802.11 b/g/n (Recommended)) 20 MHz
12. Wireless security: WPA and WPA2
13. Wireless channel: Automatic / 1
14. Firewall: Default
15. MAC Address:
16. VPI/VCI: 0 / 38
17. Line profile: Interleaved
18. Software variant: -
19. Boot loader: -
The home hub doesn't seem too good at keeping the sync, speed drops regularly and it maintains a high SNR.
My previous router was a Thomson Speedtouch 780, which provides a higher sync and much better stability. Presumably this is due to the broadcom chipset (would a home hub 3b also be better?)
Speedtouch stats from this morning:
speedtouch 4/12/12 08:45
DSL Connection
Link Information
Uptime: 1 day, 10:39:46
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5.120
Data Transferred (Sent/Received) [MB/MB]: 24,94 / 119,27
Output Power (Up/Down) [dBm]: 12,0 / 19,5
Line Attenuation (Up/Down) [dB]: 15,5 / 31,0
SN Margin (Up/Down) [dB]: 19,0 / 9,0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 158.090
CRC Errors (Up/Down): 0 / 68
HEC Errors (Up/Down): 0 / 62
speedtouch 04/12/12 09:30
DSL Connection
Link Information
Uptime: 1 day, 11:25:26
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5.120
Data Transferred (Sent/Received) [MB/MB]: 28,90 / 129,91
Output Power (Up/Down) [dBm]: 12,0 / 19,5
Line Attenuation (Up/Down) [dB]: 15,5 / 31,0
SN Margin (Up/Down) [dB]: 19,0 / 4,5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 171.051
CRC Errors (Up/Down): 0 / 68
HEC Errors (Up/Down): 0 / 62
As your can see theres a wide range in the SNR figures, although the speedtouch is much better at holding the sync and not dropping the speed.
Given the line attenuation at 31db, I would have expected a higher sync rate. The estimated line length of ~2.2km from kitz.co.uk seems to be about right.
Any advice appreciated, including how to report this fault to the right people.
Thanks
Jon

I'm suspecting that I will be getting billed for the last engineer visit ( as he couldn't find a fault and therefore said it must be my equipment). I can't afford to pay one fee let alone 2 if I report it again with the same result.
However since the visit, the occurrences of the intermittent noise on the line have been fewer and further between. This morning however, after listening to a 1571 message I heard more noise so I did a quiet line test to see. Initially the line was quiet, but then I heard some quit noise and then a ringing sound (like when you dial a number and it rings remotely) as if I had made a call. The "BT Quiet line message" cut in but I could still here the ringing underneath. I waited to see if I would be able to hear if someone answered but the ringing stopped after a while and I couldn't here a voice so I don't know if they answered or it rung off.
Is it possible my line is picking up the ring tone from another line?
Also, when the engineer arrived he initially said his test had shown a fault and that water must have got in somewhere. However when he removed my filter/phone/router from the test socket, his tests then showed no fault. Is it possible the fault only shows up when the adsl is active. Back when the line was first active I could the router negotiating (even thorough 2 filters) although this doesn't happen now.
Moving on to the adsl side of things, Currently my stats are:
DSL Connection
Link Information
Uptime: 0 days, 11:48:54
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5.440
Data Transferred (Sent/Received) [MB/MB]: 9,61 / 39,04
Output Power (Up/Down) [dBm]: 12,0 / 19,5
Line Attenuation (Up/Down) [dB]: 15,5 / 31,0
SN Margin (Up/Down) [dB]: 20,0 / 5,0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 1.384
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
Interleaved.
With the BT Home hub (3a) the connection would drop peridocally, so I'm using my Thomson 780wl which hold the connection better and also shows less FEC errors than the HH.
I think the connection speed and the interlacing are poor given the line attenuation. The line length is about 2 - 2.5km, underground from the village to the exchange, overground to the house. No cabinets directly connected to exchange.
I've been monitoring signal to noise ratio and have noticed something odd:
This happens every day, in the same pattern. Its not interference from any internal wiring or appliances or heating etc. I understand that noise changes over time but this is a 5+ DB drop is this normal?
Any advice?

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’.

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
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Re: Phoneline (and Broadband) unusable for 3 weeks...

My Broadband and phone line have not worked properly since 10th Feb Numerous phone calls and 2 engineer visits later and still unresolved. Helpline useless promise to ring back within certain time then don't just feel I am going round in circles and BT charging me £64 a month and have not had service for 3weeks now.

On 10th February phone line stopped working(broadband was fine). Engineer came out on12th established fault was in exchange box. I received text later that day saying phone line was fixed but broadband faulty and it had been reported. Numerous calls have been made to helpline since - promises to ring me back within a certain time period have not been met. I work full time and am not allowed to have my mobile with me so have had difficulty communicating with helpline. Finally another engineer came out on 25th February said fault was in exchange box he was unable to put right and could only give me a phone line or broadband not both. I settled for broadband and was told the problem would be resolved within a short time. It has not been resolved I am still without phone line and when I ring helpline they seem to not be able to understand what has happened. This afternoon I rang helpline at 3.10pm and was told a manager would ring me back within 2hours no one rang me back. I am very unhappy with the whole situation .

Cost of replacing phone line?

I would like to know the cost for BT openreach to replace my phone line up to the Master socket, Not that theres any problem with it. I am with BT Broadband as well. I think my speeds could be slightly better aswell. This might improve it slightly.
The phone line is over 20+ years and what is the average life expectancy of phone lines if they ever do degrade which they must.
How do I go about it, who to contact.
Thankyou in advance.

By "Phone line", I assume you mean the span of wiring from the pole.
Have a look at the price list at :
http://www.serviceview.bt.com/list/public/current/Misc_boo/1393_d0e1.htm
As far as I can see, there is a fixed price of £127.99. If you want this done, call the BT sales number and ask for an "External wiring shift". This is quite common, where building work requires the diversion or replacement of the wiring. I'm sure BT will be happy to take your money.
That said, I don't think you'll see any benefits. There is plenty wiring out there which is much older than 20 years, and it works fine. Shiny new wiring won't improve your ADSL connection speed, unless there is actually a fault on the line already.

Too Many Phone Lines!

Hi there,
I'm looking into simplifying my BT set up at home. We currently have two separate accounts - one for the main house and one for the basement flat. Each account has two lines, but we only really need one phone line for broadband and calls. Is it easily possible to consolidate all these lines into one simple account?
Thanks
Richard
Solved!
Go to Solution.

Ring BTs UK sales on 08007830056, they should be able to help. You will need both account numbers to hand.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

New Build Phone Line Problems

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

Hi I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days
They are a UK based BT specialist team who have a good record at getting problems solved
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Chronic interference on phone line and broadband drifting in and out

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