Defective Phone Line = Wall of silence

Broadband OK, phone line down 7 Jan; did all recommended checks before reporting fault; told to expect repair of "BT Network" problem by 1700 10 Jan; "engineer allocated" message received morning of 10th; since then no rectification, no info depite website promise of updates..each time I try to track fault, it still says repair by 1700 10 Jan and no way to find out what Openreach may or may not be doing since then. Apalling. Can anyone advise how I can find out what's going on or whether I've been forgotten?  Mobiles don't work in these hilly parts.

Hi Pusser,
I can take a look at the fault report to see what is going on. Please send me in your details using the "Contact Us" link found in my profile.
Thanks
PaddyB
BTCare Community Mod
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Similar Messages

  • 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’.

  • Loss of phone line, no dial tone but broadband sti...

    I have looged a fault with bt for this issue VOL012-*********, but no engineer turned up yesterday to look at it. I have tested 2 different phones in the master test socket and still have the same problem, no dial tone but broadband is working ok. How do BT get away with treating its customers like this?

    @Scardy, this is exactly what happened to our phone line last September! The phone line was just mush, there was no dial tone, but we were able (just) to send email and look at certain web pages, but it was painfully slow. I tried everything, like you, no improvement. I got in touch with BT, they said there was a fault on the line, I said 'it's been fine for years why now?' BT sent an OR engineer, he turned up on time, it was a very enlightening time for me to be sure! He showed me the 'drop cable' that the phone signal came into our property on - 50 years old! Rubber outer, two strands of copper cable with cardboard insulation between them! I also found a big cut in the cable on the wall of our place, for the life of me that looked like vandalism. He arranged for a new armoured cable to be put in across our front lawn, and hey presto, all was well! With the confidence I had in that, we've got Infinity now, a new master socket and there's no going back. I hope this helps & it all gets sorted out out quickly for you.

  • 14 weeks to get a phone line installed - £10 compe...

    I moved house on 28/07 and after a huge amount of problems with Orange and after managing to cancel my account with them I ordered BT Broadband and Evening & Weekend Calls on 07/08/12.
    I get 3 emails confirming my order, thanking me for choosing paperless billing etc.
    My initial engineer appointment was on 14/09/12 which is 5 weeks and a long time. To quote BT: “It usually takes 15 working days from when you order. It can take longer but this is very rare.” (http://bt.custhelp.com/app/answers/detail/a_id/8317/~/how-long-will-it-take-to-install-a-new-line%3F)
    I get a text and an email on 12/07 to remind me of my appointment between 1pm and 6pm. So far so good.
    The router gets delivered at 12.30am. This is promising.
    The engineer comes at 13.30pm, installs the BT Open Reach box in my flat and then asks me if I can open the electronic gate next door as he needs access to my neighbour’s pathway to activate the distribution point. I tell him I cannot as it’s not my building. We try the trades button on the door system. It doesn’t work. We try pressing random house numbers on the door system (there’s no flat numbers on the building) to see if someone’s home. Nothing works. I phone my landlord who tells me this is a council building. No one is coming in and out of the building/gate. After about 30 minutes of trying and waiting I tell him just to use his ladder and climb over the gate (it’s about 6 foot) and activate the distribution point. I’ll take the blame if someone complains. It shouldn’t be a problem as I live next door, I’ve got a BT Open Reach engineer with me and we have a perfectly valid reason to do it. He tells me he can’t do that because of health and safety riles and trespassing laws. Fair enough.
    The engineer leaves but before he does he tells me that when I’ve got access to the pathway BT would be able to send an engineer within 24 hours to activate the distribution point. He also tells me there is no need for me to be there the next time as all the work inside is completed and the only thing that needs to happen is for someone to activate the distribution point which is located on a wall on my neighbours building accessible from the pathway. He points it out to me and there is indeed a black box on the wall which can be reached using a ladder in the pathway.
    I phone BT to see if anyone can find out how to get access to the pathway as I assume that if BT has installed a distribution point there they must have a way for them to get access to it. Especially as the engineer told me there are 3 lines in my building so this must have happened before. I was wrong. I have to argue with the customer service person with a very poor command of the English language for 30 minutes. He doesn’t know what “the council” is and doesn’t understand whatsoever why I –and I quote- “Can’t just ask the neighbour to let the engineer in when the next appointment has been made”. I try to explain to him there is an electronic metal gate with a call system and I am unable to call anyone as there are no flat numbers on the outside of the building and asked if he was suggesting that I wait all evening after work until someone comes out and that even then, surely I can’t ask my neighbour to stay home to let a BT engineer onto his pathway because I am trying to get a phone line installed. He then presented me with another option: “We can install a new line from the road but this is chargeable by £350”. After 30 minutes of this and asking to speak to a manager several times –which was refused- I had enough and hung up.
    Determined to get the problem resolved I rang again and got someone else on the phone. She was quite sympathetic and advised me to phone the council and see if they can help. She confirmed that I didn’t need to be there for the next appointment if someone could give the engineer access to the distribution point as all the work apart from the distribution point activation was complete. By this time it was 4pm on a Friday and she promised to call back at 4pm on Monday.
    I called the council right away but they said the caretakers had gone home as it was late on a Friday and advised me to ring back on Monday.
    I get a text from BT: sorry we missed you appointment etc.
    BT calls me on Monday morning 10.30am asking if I’ve sorted it. I tell the person I was expecting a call from them at 4pm and therefore I hadn’t rang the council yet. He promises to ring me back on Wednesday at 10.30am.
    I call the council later that day; they’re not very helpful and advise me to call them again on Tuesday.
    On Tuesday they log the call and lo and behold. Wednesday at 8.30am, the caretaker calls me, gives me his mobile number, tells me the trades button on the call system will work before 9.30am and they can give them access remotely. If they’re coming after 9.30am, the engineer needs to ring him an hour in advance and he’ll come to open the gate. We’re getting somewhere.
    I don’t get a call on Wednesday 10.30am.
    I call them myself that afternoon and explain the above. The guy says he’s written it all down, everything will get sorted and I’ll get a text with the new time and date.
    Someone with a very poor command of the English language phones me on Thursday. I asked why she is ringing me. She says it’s to makes an engineer appointment. I tell her she doesn’t need to ring me as I don’t need to be in the property and they should all the information needed as I called them the day before. She doesn’t have a clue what I’m on about. I tell her to read out what she has on her screen under the notes as I now don’t trust that the person the day before has written it down properly. She once again doesn’t have a clue what I’m on about. I ask to speak to her manager. She says he’ll call me back. 5 minutes later he does. His English is excellent and he seems to have found the notes and knows exactly what’s going on. This is encouraging. He says the first appointment they have is 03/10 (it is now 20/09) but he’ll make sure they get it earlier and he’ll ring me back. The first person that hardly speaks English calls back. She says the appointment will be on 03/10 between 8am and 1pm. I tell her that her manager told me he was going to make sure it was going to be earlier and ask her why he lied to me. She doesn’t understand what I’m saying. I try to explain to her that trades button on the call system will work before 9.30am and they can give them access remotely but if they’re coming after 9.30am, the engineer needs to ring him an hour in advance and he’ll come to open the gate. She doesn’t understand what I’m saying. I ask her to get her manager to ring me back as he speaks English. She says he’ll call within 15 minutes. I get a text 5 minutes later confirming my appointment for 03/10 between 8am and 1pm.
    On 02/10 I phone the caretaker in the morning to let him know they’re coming on 03/10 between 8am and 1pm. I also called BT once again to check everything was clear, confirming they have the correct mobile number of the caretaker etc. They say they have all the information needed and promise that the work will be done.
    I phone on the afternoon of the 3rd to check the work had been done and I am told that it hasn’t as the engineer needs access to a flat roof and the caretaker can’t provide him with that. I explain that the original engineer had been on the flat roof already and told me they only needed to get through the gate to activate the distribution point so I don’t understand why they now need to get back on the roof. The roof can be accessed with a ladder (which they all standard have with them) from the pavement anyway so why do I need to be there? They tell me that the engineer has tried to call me but my phone was switched off. I am 100% sure that my phone has been on all day and I haven’t received any missed calls. Also, after all of the above, I wouldn’t switch my phone off on the crucial day. The engineer is lying. After being on the line for 15 minutes (as it takes at least 5 minutes to go through the automated menu every single time you call them and it literally takes a minute for the information to come up on their screen every time they need to access a file) that I don’t have time to discuss this right now as I have an important teleconference with an overseas client and ask for someone to call me back that evening to discuss this as I am busy at work all day.
    I receive a text 10 minutes later saying the next engineer appointment is 12/11 between 1pm and 6pm.
    This is 14 (!!!) weeks after ordering the service. I phone back when I have a short break at work to discuss this and request a call back. Someone calls me back 5 minutes later and asked for my account information which I don’t have handy so I ask to hold on while I’m looking it up. She hangs up on me.
    I stay late at work to write an email on the email form on the website with a watered down version of all of the above and I get a confirmation email that it’s arrived.
    I get another text that evening at 8.40pm as well as an email saying -once again-  that the next engineer appointment is 12/11 between 1pm and 6pm.
    Someone calls me at 8.50pm saying that the next engineer appointment is 12/11. I tell him I know this as they’ve sent me 2 texts and an email already and that this date is unacceptable and ask to speak to his manager. He tells me I need to call the Order Management Department. I ask him what the number is. You’ve guessed it: 0800 0800 150.
    Someone called Chris XXXXX calls me the morning after to discuss the email I’ve written the day before. He gives me the usual “Open Reach controls the engineers” story and tells me the appointment will not be earlier than 12/11. I tell him this is unacceptable and if the appointment can’t be moved forward I want some compensation for all the expense and inconvenience caused. He tells me that since I haven’t been billed yet I’m not eligible for any compensation but as a gesture of good will he will give me £10 which I’m normally not eligible  for as this is only given to people whose engineer didn’t come on time. I try to explain that if the engineer would have called me as he said he’s done (and not lied like he’s done) I could have explained where the distribution point was and I probably even would have rushed home from work to finally get it sorted. We argue a bit about compensation in which he tells me he’s already doing me a favour by giving me £10. I stop the argument to discuss more practical issues and ask him if I now need to be home on 12/11. He says I do. I now need to take another day off work it seems. I ask him if the caretaker needs to be there as well. He says he does. I ask him if I should invite anyone else and provide tea and biscuits for everyone. I don’t think he gets the joke. We argue a bit more about compensation, we get nowhere. I’m now getting upset. He says he’ll call me back at 1.30pm.
    He does and immediately I ask him for his direct phone number. He says he doesn’t have one. I ask him for his email address. He says he doesn’t have one. I ask how to get in touch with him. He says through the 0800 call centre or the form on the website. Now the line gets really bad and gets disconnected. There is nothing wrong with my mobile or signal, I have 5 bars and 3G showing but I can’t hear him and the line gets disconnected. This happens 2 more times. I get him back on the phone and I ask him to call me back on my work landline. He does and a number shows up on the phone (not the 0800 one that showed up when he called my mobile). I immediately write it down and tell him he just lied to me about not having a direct line. He says it’s a desk used by many people. I tell him that if I ring that number and he’s around there’s chance I could get to speak to him surely. He says it’s only used for outgoing calls. I haven’t tried to ring it and can’t be bothered to be honest. I stop this argument and bring the conversation back to compensation. I ask if he can at least give me a few extra months free or upgrade my account for free for a few months maybe by throwing in some telly or something. He says he can’t do that and they can review compensation once the line has been installed. I tell him that’s not good enough and that this whole story is going online and hang up.
    Worst customer service I’ve ever experienced and it seems that I’m stuck with it because I’ve already got an appointment and cancelling and going with another provider will result in an even longer wait.
    I’ve been offered £10 compensation for taking 2 days of work, hours on the phone, massive mobile phone bills, a lot of stress and 14 weeks without a landline or internet. Truly unbelievable.

    Hi
    I am sorry to see you are having problems with your BT Service
    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’

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    Hi xxmcvapourxx,
    I can take a look at the details of the fault report, if you like? Please could you send me in your details using the link found in the "About Me" section of my profile?
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    PaddyB
    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 but 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 :-)

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    Hi Si_442,
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    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 but 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 :-)

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    I ordered a phone line and broadband for a NSP Non Served Premises) back in August 2010. I am so fed up with the so many attempts to get us a phone line. Open reach say it's an easy job yet no-one treats us as human beings.  I have an operation in January and so worried about being left on my own on our farm without a land line. Do BT care? ! No!
    There have been so many booked times for engineers to come but they have never come out. Today I spoke to the manager who said "I have done nothing" in reference to helping us out.  He is waiting for open reach to "progress" the order. Why can't someone pick up a phone and stop messing us about. 
    I have sent a letter giving 10 days to get the phone line up and then going through OFCOM and OTELLO.  Anyone else having similar problems?
    Can anyone point us in the right direction?  I have been given no further information but told to wait for the order to progress. It won't as there is something wrong with the system ie the last 7 or 8 attempted orders have messed up yet they still seem to be trying to go down the faulty route! Banging my head against a brick wall.............

    Hi angdown,
    Welcome to the forum, sorry to hear you've had so many problems with your order.
    I can take a look at your order and confirm what's going on, you can get in touch by emailing in your BT forum username and your order number/address to the email address registered against my profile, and we'll get back to you.
    Thanks,
    Stephanie
    Stephanie
    BTCare Community Manager
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  • Phone Line Movement

    I have an extension done on the front my house before I bought the property and when they installed BT Infinity my phone line ended being buried in the centre of the wall inbetween my frontroom and dining room, now I want to knock these rooms through but i don't know what I can or have to do about having my phone line moved as it is slap bang in the middle of the wall?

    you will have to phone sales and ask them to get Openreach to move the line for you this will be chargeable
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  • Old phone line

    hi there
    Im yet to purchase a bt infinity package I would need my phone line outside upgraded and hope to have the master socket at the front of the house so that the wire can mostly be on the outside wall of the house.
    I would like the phone situated somewhere else though.
    So is it possible for my existing bt line which is very old as it hasnt been used for years due to having vm phone line to be used just for the phone? or would this old wire need to be changed as well?
    cheers

    Hi mitch84,
    I expect it is FTTC (Fibre to The cabinet) fibre broadband your getting.
    The short description.
    FTTC fibre broadband uses your existing copper telephone line from your property to the cabinet (pcp) that is also linked to the FTTC cabinet. Then from the FTTC cabinet to the exchange it is linked via a fibre cable.
    So you BT Infinity (FTTC) uses your existing copper phone line from the cabinet to your property.
    Though your master socket will be altered with a Openreach VDSL master socket.
    The longer description
    BT Infinity is just BT Retails brandname for Fibre broadband (FTTC and FTTP based)
    There are two types of Fibre broadband technologies being used at the moment. The main one is FTTC (fibre to the cabinet) and the other which is in trial in a few selected areas is FTTP/H (Fibre to the home/premises)
    FTTC broadband (Fibre to the Cabinet) such as BT Infinity is a fibre based broadband service.
    Here fibre is rolled out of the local exchange to a new FTTC cabinet that will be near your PCP (Primary Cross-Connection Point).
    These cabinets are usually found on your street or on the edge of a village. The new FTTC cabinet will have broadband hardware inside it (RDSLAM [Remote Digital Subscriber Line Access Multiplexer]). The new FTTC cabinet will be linked to the PCP.
    This means that your broadband now travels from the exchange to the FTTC cabinet by a fibre connection then from the FTTC cabinet to your property using the existing copper phone line. The broadband signal travels as VDSL or VDSL2 which currently allows speeds of upto 80mb.
    As FTTC uses the existing copper line for the last bit of the journey, the further away you are from your FTTC cabinet the slower the speed will be.
    If you have this FTTC broadband connection then an Openreach engineer will need to replace your Master socket to a Openreach VDSL Filtered Master socket and a Openreach fibre Modem which will then connect to you BT Homehub.
    So the set up is: Openreach VDSL Filtered Master socket >> Openreach fibre Modem >> BT Homehub
    FTTP/H - Only curently available in certain places
    FTTP/H (Fibre to the Premises/Home) broadband such as BT Infinity is a fibre connection all the way from the local exchange to your property.
    The fibre will need to be installed all the way from the exchange to your property. The download speeds that you can currently get with FTTP/H is 330mbps but can increase in the future. This is currently only available to trial areas.
    Also have a look at this here: http://www.thinkbroadband.com/guide/fibre-broadband.html
    Hope that helps,
    Cheers
    jac_95 | BT.com Help Site | BT Service Status
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  • 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.  

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