Crackling Phone Line - BT Say It's Internal Wiring...

I am pretty peeved with BT at the moment, to say the least, with two problems which I'm sure have to be related in some way. Firstly, for some time now our phone line has become more and more crackly, sometimes to the point where it is so noisy that the person at the other end can't be heard. I have reported it twice to BT recently as a fault (with a 20 minute hold each time) and each time the person in the call centre in India (presumably?) has tested the line and assured me that there is no line fault, so any fault which exists must be internal, therefore giving them the right to charge £99 for an Engineer's visit. That kind of highway robbery puts **bleep** Turpin to shame! We have not touched any of the internal wiring or sockets or fitted any new equipment before or after the crackling started so it's hard to see how it can be an internal fault. To confuse things further, when we disconnect our router (which is plugged into the master socket via a filtered faceplate) the crackling stops! Now our broadband speed has never been brilliant, but before the crackling we could achieve 3Mbps reasonably consistently, with pretty good stability. Since the crackling however, we are often down at a pitiful 300kbps with frequent dropouts, so now we have poor telephony and poor broadband. This is supposed to be the 21st century, but you wouldn't think so. My call centre friends are adamant there is no line fault but I just can't see how it could be anything else? Is there any way that I can bypass the call centre system and get this investigated properly, efficiently and fairly? I've seen some broadly similar posts which seem to have resulted in a satisfactory resolution, and that is all that I am looking to achieve, without any more stress or grey hairs! Please help!!

Have you tried a known working corded telephone in the test point of your main socket as shown here.
When the call centre run a line test it very rarely can detect a noisy line fault.
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Similar Messages

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".
Solved!
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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

Crackled phone line and incredibly slow BB connect...

Hi
Im having serious issues with my phone line and BB connection. It has been ongoing for some time, roughly 6-8 weeks. The line becomes crackly with noise becoming so bad at times, you cannot hear the other person on the phone. This usually occurs in bad weather.
The BB line however turns on and off frequently, especially at night time. When it is connected the line is very slow and it takes forever to load anything.
Here is some info on our line.
Line state
Connected
Connection time
0 days, 1:44:14
Downstream
320 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)
19.1 dB / 20.0 dB
Line attenuation (Down/Up)
50.0 dB / 29.5 dB
Output power (Down/Up)
14.9 dBm / 12.1 dBm
Is there anything that can be done over the line or must an engineer be needed?

you need to report it to BT Faults on 151 with no mention of broadband in the call
You need to check that the noise is at the test socket to avoid any possible charges
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Phone Line BT Saying they are not our service prov...

We've just had an incredibly frustrating weekend trying to speak with someone at BT to resovle our problem....which is that BT have disconnected our line, even though our account is in credit and are saying that they (BT) are not our service provider, but cannot tell us who is. We have never instructed BT that we wish to change our line service provider, they have never contacted us to ask / tell us that the line provider is changing, we have never signed or spoken to anyone or given authority to change SP, but BT are insistent that they are not our SP, but can't tell us who is.
Consequently we can't do anything to get re-connected as we don't know who to contact, it's as if our line has evaporated into nowhere. BT customer services are of no help, on Saturday we must have spoken to 20 different people all of whom simply passed us on to the next dept, often we were dumpedl in a queue and abondoned , our calls were cut off on approx 6 / 7 occasions, people who promised to call back never did.
If anyone at BT reads this please can you explain what is going on, we have no line or broadband, we do not pay any other phone SP, never have and if you check our line number on a SP website it states that BT are our line SP.

Hi wooddm
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ADSL problems - Slow - Noise on phone line

Hi, Im hoping someone can help me with Broadband issues I've been having. Ill try and describe the salient points without turning into a rant. Suffice to say Ive had a torrid time over 2 weeks, spending hours on the phone to maybe 15+ different call centre staff and relaying information back and forth between them and 3 different engineers.
Ive recently moved house and about a month before the move I arranged for an 8Mb ADSL connection to be ready for me when we moved in. I was assured that I would definitely have service on this date which was important to me as I am a self employed web designer and rely on an internet connection for my work.
We moved on 11th this month, I plugged the router in and it couldn't connect (orange/purple flashing light on HomeHub 3). After talking to various people at the BT Broadband call centre over a period of a few days, going through basic troubleshooting numerous times it was eventually decided that an engineer be sent. He found the problem relatively quickly, the exchange hadn't been set up for my connection. He set up the connection at the exchange and left with me being able to connect.
I quickly realised that the speeds were very slow (around 0.7Mbps). I left it for 24hrs but no improvement. It also worried me was that I could hear noise on the phone line. The noise is only there when the broad band is connected, a steady fuzzy static. You can also hear the modem on the router dial occasionally like the old school dial up connections. I again phoned the call centre, again went through basic trouble shooting (plugging directly into test socket, different filters, connect computer into router via cable and not wifi etc etc….), and again eventually got another engineer sent.
The new engineer changed my Home Hub 3 for a Home Hub 4, decided nothing else could be wrong at the house end so went to the exchange. He phoned from the exchange explaining that he had sorted the problem (I can’t remember what he said he did as it was beyond my understanding). I was suspicious that the situation hadn’t been resolved though because I still had noise on the line and 24 hrs later I also had my connection drop to 0.13Mbps.
More phoning to call centre folk and eventually engineer no.3 was sent. I have to say he seemed very thorough, changed the master socket (which he told me the previous 2 engineers should have done) and spent a long time doing various tests. It seemed the problem was fixed since after changing the socket there was no noise on the line. The connection eventually recovered after an SNR and IP profile reset to about 2.5Mbps.
The next day though there was again noise on the line. Some crackles at first but later turning into the constant fuzzy noise that I was hearing before. The speed steadily deteriorated everytime the router was re-synching during training and is now 0.97Mbs and I guess on its way down further since the noise is now quite loud. The engineer was kind enough to ring back to check up on the case and when he heard the issue he insisted that it was almost certainly a phone line fault and that I should call 151 to arrange for someone to come out.
Ive spent today being passed to and fro between the phone line department and the broadband department. The broadband department also tell me they think the phone line department should deal with the issue but then the phone line department say there is no problem when they do a remote test so pass me back to the Broadband department. Eventually after speaking to 5 different people today it has been decided that I should have my 4th Broadband Engineer visit me on Monday.
To my limited knowledge and reading on these forums it seems the issue is likely to be a line fault, so it’s frustrating that it’s possible the wrong person might be being sent and the problem will continue.
Any help or advice would be greatly appreciated, as I mention the connection is very important to me.
ADSL Line stats from my Home Hub 4:
Connected Connection time: 0 days, 03:00:05
Downstream: 1.313 Mbps
Upstream: 448 Kbps
BTWholesale Speedtest:
Download speed achieved during the test was - 0.96 Mbps
For your connection, the acceptable range of speeds is 0.2 Mbps-1 Mbps.
Additional Information:
Your DSL Connection Rate :1.34 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 1 Mbps

Obviously you need to get rid of the line noise problem before your internet connection will improve. Normally the advice is to phone 151 and report a phone fault with no mention of broadband. You really now need to wait until monday to see if this engineer visit solves your noise problem
if after the engineer visit there is no improvement then the mods may be able to help
as this is a residential line and is not supposed to be used for business purposes maybe you should consider a business line which gives a better service contract especially as you are self employed
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4 engineers still have unusable phone line

Cutting a really long story short.
Two years I've had a crackling phone line, it disconnects the broadband and it gets worse during damp or raining conditions.
I have had four different engineers all say they did something but it comes back within hours.
I rely on my phone line because I am severely disabled paralysed from the chest down and have an emergency condition which I need to keep in touch with my carers. Currently relying on mobile, but this is unacceptable as signal is getting worse.
Don't like using the disabled card.
Here is what my phoneline sounds like and this is not a bad day. I'm just fed up with it.
https://soundcloud.com/steven-webb-18/phone-line

If you still have problems then repost and mods will help you
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Internal wiring Problems ??

I have been checking out a friends Broadband Problem for him. He has just moved into a brand new house with new broadband and new internal wiring to 9 outlets around the house.
At master socket with all internal wiring Disconnected - he can achieve 5.5Mb/s at all times of the day - this is better than he had hoped based on his location and distance from exchange. BT engineer quite rightly says problem with internal wiring. Once frontplate is reconnected on NTE5 then speed drops to 2.35Mb/s ie less than half.
I have noticed that the electrician has fitted modular master sockets rather than secondary sockets at each of the internal locations. ie MK K5820 instead of K5821.
My question is - is this a possible cause of loss of speed when internal wiring is connected ??

seniorshot wrote:
Thankyou John for your prompt reply.
I am aware of the "ring" wire and had already removed that at the master socket front plate. (I am a retired BT engineer).
What I was hoping to find was someone out there who had experienced a problem after incorrectly fitting master sockets at extension locations rather than secondary sockets.
Would this cause a line speed degredation similar to my friends..???? The result of fitting master sockets at the nine extension locations would have the effect of having 9 surge protectors and 9 capacitor/470Kohm resistors across the line. Could this affect the ADSL signal.?
I would like to be able to say with confidence to the original electrician who wired these sockets up, that his mistake is causing this substantial loss in broadband speed.
More likely poor quality cable degrading the signal, and that is a lot of extensions and wiring.
There should really be a filtered ADSL faceplate on the master socket to isolate the extensions.
And the home hub should be plugged into the front of the filtered faceplate.
At least then, you stand a chance of better performance.
Filtered faceplate
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Phone Line Crackling

Hi
I ordered BT infinity and was installed in December, however since its been installed i have noticed my BT hub going offline and online several times a night which is infuriating. I noticed that the phone line now has a crackle on it, ive read a few things on the board that im going to try tonight plugging into the test socket and trying the phone on another port. however im wondering whether its normal practice when getting infinity that a new faceplate to be installed as part of the package. I was not given the option i was told that everything could be done without a site visit. I know my mother in law had a similar problem with broadband going off, she had to pay £35 to get someone on site to put a new faceplate on that apparently fixes this. Wondering why we have to pay an extra £35 that should be part of the job surely.
Ive been told no line faults by the chat (surprise surprise) its a bit funny, as i was with EE before and never had a crackle on the line.

you need to try quiet line test from test socket using new filter it is happening more often that infinity 1 is self install and even infinity 2 sometimes the master socket with filter should work ok
quiet line test dial 17070 option 2 best with corded phone if cordless dull hum normal
if still crackle report phone fault to 151
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Ugggh - Say it isn't so - changed policy on upgrade pricing on smart phones on basic phone line

I had been waiting until my son's basic / dumb phone line was eligible for an upgrade to purchase the iPhone 5. People had told me if we bought the iPhone 5 on his line and then re-activate his basic phone line then I could use the phone on my line (thereby keeping my unlimited data). I've also heard people do this and sell the phone on ebay. Now, a Verizon rep told me that you have to keep the new phone active on the line for 90 days or else they will charge you back for the full price of the phone. Grrrr -- it seems like they closed this loophole. Can anyone confirm or deny it with a link to where it says this in the Verizon 'fine print' on the website (I can't seem to find it)? I'm really disappointed!

MichelleLong wrote:
It was a corporate store. I hadn't heard that before which is why I posted the question. I wondered if Verizon had closed the loophole on getting upgrade pricing and switching the phone to another line to keep the unlimited data.
It may have been a Verizon "authorized reseller" which is NOT a corporate Verizon store - places like the mall kiosks or storefronts that look very "Verizon" may be a reseller. You need to check the Store locator to be sure which are, in fact, corporate stores.
And for the record, the "loophole" (which really isn't a loophole at all, it's always been available) that allows you to upgrade one line and use the phone on another (upgrade transfer, buddy upgrade, whatever you want to call it) is still in place; there are no 90-day restrictions. If the store you are dealing with is telling you that you need to keep the phone active on the line for 90-days or face penalties, then it is NOT a Verizon corporate store.

Re: phone line still crackling

well my phone line was so bad could hardly hear took the risk of reporting it luckily open reach say it was a fault and they repaired it - still uselless cant hear still and broadband is no good - end result cant take the risk of them charging me and after broadband and home phone for twenty years ive had to cancel the whole lot - tmobile dongle is what im going to use - better at staying connected which is what you need if you play poker.

xxbrightflowerxx wrote:
well my phone line was so bad could hardly hear took the risk of reporting it luckily open reach say it was a fault and they repaired it - still uselless cant hear still and broadband is no good - end result cant take the risk of them charging me and after broadband and home phone for twenty years ive had to cancel the whole lot - tmobile dongle is what im going to use - better at staying connected which is what you need if you play poker.
If its still noisy, then follow the instructions on this website http://bt.custhelp.com/app/answers/detail/a_id/9812/c/345,353
If the problem is outside of your property, report the fault again.
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.

Ongoing and Unresolved phone line and broadband pr...

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

you should be able to report your phoneline fault to 151 but no mention of broadband.
I would just check that the phone is connected to the filter in the master socket to make sure problem is outwith the home and not internal. internal fault could cost you the callout fee
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Re: Intermittent phone line noise

Hi BT,
I've got internmittent line noise on my line as well. The line used to be pretty good but it has been noisy intermittently over the last few years. I think it may have started when I switched to Infinity but not 100% sure.
It doesn't happen at a specific time of day, for example,
Weds 10 June at 20:30 (approx) it was noisy - did a quiet line test and recorded it.
Thurs 11 June - no problems during the day and then some noise around 21:30
Friday 12 June, noisy during the day. At 07:48 I connected to the test socket and noise still appeared. It is crackling away now.
I have video and sound recording.
Last September we lost voice - phone dead, but Infinity still working. This was fixed by BT - a wire had come loose in a cabinet. I'm wondering if there is a dodgy connection somewhere.
Due to the intermittent nature, I'm not sure what will happen if engineer visits and lthere si no noise. I suppose I'd be charged.
Please advise.
Thanks
BM
Solved!
Go to Solution.

@scottwilson1
it is standard when your report a fault requiring an engineer visit that you are advised that you may be charged if the fault/problem is found to be in your home setup or internal wiring or something in your boundary that has been damaged. you need to agree before engineer visit.
if you have used the test socket and problem exists then it is more than likely problem is outside your home and you will not be charged this may help
http://bt.custhelp.com/app/answers/detail/a_id/12439/c/
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Noisy Phone Line - initially

Hi All,
I have a rather interesting problem that I'm wondering if anybody has experienced, or may know the cause. For a couple of weeks now I have had an issue where the phone line is very noisy when first used; i.e. I'll pick it up and it will be popping and crackling and hissing with gay abandon however, during the call the line will slowly improve until after 10 minutes or so it is clear as a bell.
This also has a knock on effect on the broadband - if the telephone has not been used for a while the BB speeds will drop. I first noticed the problem as my BB speed had dropped to sub 1Mb from its usual 4.5-5Mb. When checking the line I heard it popping and crackling away although after time this cleared and when I checked the BB speed again it was back to normal (or close to it). Then the next morning BB speed was down again, next afternoon it was even worse.
I have tried everything I can to rule out something internal - replace all micro filters, replaced RJ11 cable to router - even replaced the router. Used both a corded and cordless phone and the result is the same. I've now removed the faceplate from the master socket and I'm running everything off that but the problem still remains. The only thing that seems to improve it is to make a call of some length and then the line quality and BB speed improves - for a while.
Any advice anyone can offer will be gratefully received. I would call for an engineer, but I'm worried that if I've used the phone before he turns up everything will seem OK and I'll get hit with a £100 bill.
Solved!
Go to Solution.

UPDATE:
So, I made an appointment last Wednesday (14th August) for an engineer to visit and I was told that somebody would be here today before 17:00.
I take the day off and wait in all day for nobody to turn up. I contact 151 to see what is happening only to be told that no appointment had been made! So I have had to waste a day off, and will have to waste yet another day on Wednesday, waiting for an engineer again.
Is there a number in this country that I can call in order to make a complaint? Can I seek reimbursement of £99 from BT for wasted time (the same amount they would have charged me if I couldn't be bothered waiting in for them)?
The only plus is that now I have been on the phone for 30 minutes dealing with this the quality of the line has improved and the BB speed has gone back to normal again... However this wont last and by tomorrow things will be back to normal again.
I have to say BT's customer service is **bleep** poor and if I had another choice for service provider I would switch immediately, however as there is no other choice in my area I am stuck with BT!
I will update again on Wednesday when (IF!) an engineer is sent.

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!
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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.

Crackling Phone Line - BT Say It's Internal Wiring...

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