Dropping broadband connection when receiving phone...

Question

  I am sick of BT's inability to fix my problem. You will see below a description of events which at the heart of it reflects an organisation which seems unable to organise itself effectively, lacks the skills and knowledge for problem solving and offers a poor level of customer service. It's a long and sorry story which has dragged on for months and to date is not resolved. Take a deep breath and read on ..........................
We had intermittent problems with our broadband which were diagnosed as bad cabling between the road and our house, we had our front garden dug up and new cables laid to the house. All seemed well and we were getting a reasonable connection speed of about 8 - 9 mbps, we started noticing that things were not right when net surfing became erratic with drop outs of connection and my sons PS3 kept reporting network errors in online games.
We reported this to BT who after all the usual diagnosis checks, change filters, plug router into test socket, unplug all other devices but problem still there so in the end another engineer came and replaced all the cabling inside the house including new sockets and a built in filter main socket.
The problems remained and one day I realised that the broadband dropped out when we received incoming phone calls. I reported this to BT who said it's probably a hardware fault and they sent a new router, (bt homehub) same problems remained. At this time our speed dropped to 5 meg which BT claimed was all I should get where I was located even though I had been getting up to 10 meg before problems started.
Tried to get an engineer out again and had 2 appointments where BT engineer didn't come. Eventually one came while I was out, did a quick test on the line and said it was fine.
Called again and this time they sent a Voyager modem to interface between the BB connection and the homehub which now just acted as wireless router. At this point I asked if the BT hardware was of sufficient quality and suggested that it was not - to which I got the response "that's what BT supply sir".
Thought problem had gone but then same issues came back, lost BB connection on incoming phone calls, by this point I was finding it very hard to keep my temper, we can't upset the call centre staff can we? During this time BT kept closing faults claiming the problem was sorted without ever checking if I was happy which I was NOT!.
So I did some research online and was informed that the most reliable and stable modem/router I could get was a d-link DSL-2740R so I bought one and installed it in desperation. Fault still there, But connection speed has started to improve and much better wireless signal around house so not a complete waste of money.
This week an engineer finally came and having declared everything fine I asked him to make phone calls while testing and sure enough signal dropped out, having unpluged everything our end he found the fault still present an at last beleived there was a problem at the exchange, three hours later I was informed that the fault was due to faulty boards there end which were replaced and at last the fault seemed cured.
But once again broadband is dropping out, not as often and not during incoming calls, just randomly.
So that's where I am, Problem has not been cured, BT have yet another fault open. I have lost hundreds of pounds in lost earnings when engineers didn't come dozens of phone calls to the "We're very busy at the moment helpdesk" and no one is interested in getting the problem resolved. I couldn't even complain because the number I was given to report a complaint was wrong.
So this is a final plea - I need BT to fix this problem. Seemingly it's never the individuals fault - the lady in the call centre, the engineer, the bloke who dug up my garden but equally nobody within BT is prepared / able to take ownership of this and see it through. Make no mistake BT - THIS IS YOUR PROBLEM. I am looking for you to respond to this letter, appoint someone to take ownership and set out for me the steps that will be taken to resolve these issues.

Answer 1

Notwithstanding your frustrations, it sounds like you have the worst kind of problem to solve.
And in fact BTO have already gone a long way in an effort to resolve it, unsuccessfully.
When the phone drops the broadband, it can be caused by many things ...
High resistance line fault, line joint corrosion, split pair problem, bad filters, dslam card .... and so on.
It's one of those things that's difficult to find, and so far you've had a rewire, NTE filtered faceplate, new
dropwire, and probably a jdsu of the metallic path, back to the frames.
Sometimes the fault will be there, sometimes not.
They are often something silly, like water in a line box, or other resistance causing problem.
I had a similar situation myself a while ago ... but sometimes it does take time to resolve, and often after
everything else has been tried.  Just re-open the fault, and report back that it's still there, it will be fixed
eventually. It may need a tie pair mod at the exchange ... line cards are always last .   (£££££s)