Fault on line - repair time

Hi,
Fault reported to BT this morning on phoneline (broadband's also out) on the fault tracking there's no update even though for the past 5 hours an engineers been 'on the case'.
Is there any way to find out any further what's going on?
Wouldn't normally worry but my wife's at home expecting our second baby (due on sunday) - timing couldn't be worse!
Thanks,
Nick

From the BT.com site
"Can you divert my calls to another line while I'm waiting for the fault to be repaired?
To keep you connected, we can divert your calls to another landline or mobile, free of charge. This can easily be done online or by calling:
Residential customers call:
For free on a BT line 151 For free on a non-BT line 0800 800 151 From a mobile 0800 800 151 (there may be a charge) "
If you reported it online, and the line test result indicated a disconnection, then there should be an option on the fault screen to set up a divert.
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.

Similar Messages

Fault Reporting and Repair Time

Is it me or is the fault reporting number for BT useless?
I realised our phone line wasn't working at about 20:00hrs in the evening. I live in an area with no mobile signal so drove the few miles needed to get a mobile signal and called 0800800151 to report the fault. After a few minutes following the menus it tells me it is doing a line test and at the end of the line test the automated service tells me there is no fault on the line and hangs up on me. I tried 4 times to find a series of menu options I needed to select to actually speak to someone. At first they told me no fault on the line. After explaining to them (several times) that I had unplugged all extensions, tried several different phones in the main socket only and I still had no dialling tone and that I also tried ringing my landline number but kept getting an error in connection message or number not in service message they agreed there might be a fault on the line and gave me an estimated repair time of 4 working days (not 3 as stated in BT's terms and conditions).
First it took 90 minutes to actually report the fault to a human being.
Secondly when I did talk to a human being they kept asking for an alternative number even though I kept on explaining I have no mobile phone signal at home.
Thirdly they did not tell me they could put a message informing callers there was a fault on my line - when I found this out for myself it took 18hours for the message to appear.
Fourthly 4 working days seems a bit extreme to fix a fault. I was told I would be kept updated online but it continuously says further diagnostic tests are being carried out from the diagnostic test centre (would that be the same diagnostic test centre that told me there was no fault on the line when I was trying to report the fault). Now living in a rural area I would notice if an openreach van was out and about but there is no sign of one so I don't believe anything is actually being done.
Is this the level of service that can be expected in the 21st century?

"BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
Openreach have a backlog of work, so installation and repairs are taking much longer than normal.
Openreach only have to respond to a fault in three days, repairs could take much longer than that, depending on the nature of the fault."
I do realise the above since that seems to be the standard reply here. However, I cannot contact openreach as they are not contactable. BT provide me with a service and BT do not give me this service so therefore I have to deal with them. My point is that the BT call centres are useless - they either provide incorrect information or no information at all and it always takes ages to actually speak to a human being.
The fault has been updated online (although I did not receive an e-mail as it says on the website to tell me there is an update to the fault) and says customer action is required and that I need to book an engineer.
This is all very well but:
1. The next available date for an engineer is 2 weeks in the future.
2. The website says they expect to have the fault fixed by the 4th of september (how is that possible if I need an engineer visit and the next available date is 2 weeks in the future?)
3. If I book a day off work will the engineer actually turn up (I only ask because I speak from experience on the broadband side of things - appointment agreed, I book time off work and then no one turns up). Bet I can't charge openreach (or BT) for a missed appointment and lost earnings for myself but if it is the other way around...........
As for the comment about using a cheap residential grade service - is that not what most people use. Should I be expected to pay for a business total care package or something for a residential home telephone? Would that make a difference (I deal with several total care leased lines at work and one fault took them a year to find)?

Automatic reset after line repairs? And excessive ...

I returned from a trip to rural India, with excellent broadband, to find my home broadband has been unusable for the first two weeks of November, and is currently operating at 0.5Mbs, a quarter of its usual speed. This is due to a large cable fault and now repair occurring locally. I am only aware of this through word of mouth from the neighbours, no communications at all from BT.
Presumably the current speed is due to the line being dodgy and the frequent disconnections. My question is whether the line will automatically return to full speed when the fault is fixed?
It currently is not fixed, as the phone is off, and hasn't worked for a few days.
The other question is whether BT has made its broadband usage meter any less inaccurate than it used to be, as I seem to have managed to download 6GB mostly during the first off-time at the start of the month? I have been getting suspicious of the meter as I've run over the 10GB limit a few times recently unexpectedly. And no iplayer or online videos here to complicate matters, all far too slow!
Thanks,
Paul.

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream
Thank You
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’

Re: Extortionate Line Repair Charge Taken from my ...

My parents, one of which is an OAP have reached the end of their limit in trying to resolve this issue with BT, therefore I am posting this here on their behalf to see if this issue can be resolved before writing to the Communications Ombudsman and Local/National Papers.
Earlier this year there was a fault on the line and a tree blown over on my parents road, none of which was their fault. After some time a BT engineer arrived and spoke to them for approximately 10 minutes and then went to fix the exchange at the end of the road. Which didn't appear to take him very long at all. After this the problem was resolved.
Except my parents noticed in their next bill a charge of almost £500 for a line repair. After spending hours trying to get hold of someone at BT that would be able to help them with this issue, they were assured that this money would not be taken from their account until it had been reviewed. To have £500 removed from their account would of course have a huge financial impact on them.
This money was then taken with the next payment, despite BT's assurance that it would not be, leaving them £500 short for that month.
Countless hours later of phone calls of being on hold and palmed off between different departments who appear to be staffed by employees who have no concern for this issue, there is still no one even attempting a resolution. My parent's have requested documents that detail what this huge charge was for, and each time they are promised this, every time of course they receive nothing.
We have all had enough of spending hours of our time phoning BT trying to find a resolution to this problem.
This is our last attempt to provide BT with an opportunity to resolve this issue before we take this to the Ombudsman and all other relevant institutions.
Solved!
Go to Solution.

@andrewbushe
If you need any assistance with this please use the 'contact the mods' link in my forum profile to send in your parents BT account details and we'll get this looked into. You can find the link by clicking on my username.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

My cursor has long vertical line at times

My cursor has long vertical lines at times. When I hover over a link, the cursor doesnt' change to a hand

I don't know if this applies to LCDs, but the iMac G3 and eMac had "geometry settings" in the display preferences. If you messed up the settings, things like lines on the bottom and skewed images could happen.
I wonder if the factory geometry settings are off on your iMac? There is no way to set these with System Prefs.
I found someone asking about it here: https://discussions.apple.com/thread/3019584?start=0&tstart=0

Are long iphone 5 repair times in Europe to be expected in general?

UPS picked up my working but physically damaged (on the back) iphone 5 on October 28 I expected to have it back in 5-7 days, as Apple advertises its repair cycles. But till now (November 5) the online status is still "Diagnosing product". I don't believe apple repair staff needs from October 30 (arrival of unit in the repair center) until November 5 to find out that it is working fine but needs a new back cover. To help them I also wrote that down when describing the problem.
Today I called customer support in Germany and I got someone on the phone who couldn't explain anything about status with this repair to me. The obvious advise was to wait further on (and hope the best).
Do you have similar experiences? To me that all is a bad surprise and at least I wanted you to know, in case you are considerng making use of apple for a similar repair.

Whoever you talked to was completely misinformed. The repair times are indeed as stated, at least based on everything I've read, and there are loaner phones available. Call Apple Support and ask again. If you get the same misinformation, ask to speak with a supervisor. Or, and probably better, make an appointment at an Apple Store where you can arrange the repair in person:
http://www.apple.com/es/retail/storelist/
Regards.

Is 4-5 weeks of repair time normal?

My Macbook Pro has a hardware problem. The trackpad got stuck (pressed). Notebook is 10 months old.
I return the notebook to the Belgian reseller (no Apple owned stores iin Belgium yet). They told me I will have to wait 4-5 weeks for repair. They told me that 1 week is lot by the shop itself (transportation), but a month of repair time at Apple would be normal (in Belgium)???
Who can miss a notebook for that long? Ok, I did not buy an extra Apple Care program. But I would be ok with a week, maybe 2 of repair time. I'm not expecting 24hours. But 4-5 weeks?
Reseller says nothing can be done, there are not allowed to give phone numbers. Everybody just has to wait.
So, any possibility to speed this up?
Is this normal?

Would like to do that, but while looking for a contact email address I haven't found anything. When I give my serial number in the support section, I get the message that the 90 days telephone support possibility is over and that I should take contact with my reseller for any issues.
That reseller just says I have to wait and that there is no way to speed things up.
Do you have an email address where I can ask clarification for my issue?

Long repair times

I am a new Apple user - my Mac Pro arrived three weeks ago. Unfortunatly the was within 2 weeks a hardware malfunction. The help desk was helpfull and referred me to a apple store. There they took the Mac Pro in for sending to the repair workshop. Now I used to have Dell PC's with a repair time of 3-4 days max, which is important as it is our main business tool.
In the shop they told me that the repair time was 2 weeks! Unbelievable - even with apple protection which I bought - two week in which I cann't do my work. Because even a replacement machine was not possible. Hence my quesion: how can Apple pretend to be a premium brand and get away with 2 weeks repair time. I am utterly disappointed and stop the migration from windows to mac in my company of 10 seats.
Or is this abnormal and hsould I take it higher up? Let me know your experience?

For me, backups usually include backup 'systems' as well as for data, system images, parts (RAM, drives, video cards).
Depends on what and why. Hopefully that was a worse case (don't over promise what you can't) or their tests determinded they needed to order parts they don't stock. Mac Pros are not your pro-consumer item.
You probably were told or knew to run an Apple Hardware Test. Now with Lion OS on new machines, the firmware supports a remote network test and OS install - necessary also because you may not have received any OEM DVD with OS and AHT.
And ask here and see if anyone has ideas to help what was happening. And whether it might be software, OS, support for 3rd party software (Adobe etc) or hardware even.
Your Mac Pro by default boots the 64-bit kernel but can boot in 32-bit mode, just needs drivers that support both.
Without knowing more, and normally the Apple (US) Store had lots of the 2.8GHz 4-core models for US$2100 which make a nice affordable system (and very upgradable) - plus those are certified and tested, rebuilt and updated parts as needed, so more affordable and some people prefer Apple refurb'd stock "Specials" even more than new if it is the configuration you need. Or as a 2nd system, not that you should need to.
With a PC, even Dell PSU's and parts often have to be swapped or replaced but maybe the plan and stock for those occasions. (Never owned Dell, but do build a few PCs).

Very slow connection after phone line repair

I had my phone line repaired yesterday with new cabling and new BT box for phone and computer.My phone is fine, but the hub for my broadband does not appear to be ok. the phone symbol on the hub did not light up at all this morning, and after restarting the hub and going back to default settings it is now glowing orange only. It was ok yesterday after being fixed. Very slow connection now. Should i keep everything on to see if it will right itself, or re-start yet again?
I have been looking on BT's options for fixing but can't seem to find anything. the connections in my area are fine so it can't be an outside fault

Which home hub do you have? Did you recently re-contract or change your package, as that will affect your hub phone.
As for the speed issue, it should get better if you leave it alone.
See Why has my speed dropped
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.

Need help please with a recent line repair

to cut a very long story i lost my phone line completely 8 days ago i reported it to my ISP and after 5 days i got it back... now they had to replace the cable running from the telegraph pole to my house for some reason thats where the fault was i thought great well done... couldnt wait to get home and get back on the net .... but to my horror it was so slow taking about 1-2 mins for a page to open and its still pritty poor now takes about 30 secs to 1 minute for a web page to open...been intouch with my ISP im having no joy telling me its all fine nothing wrong i done tests and this and that with them and they seem happy with my connection and speed ...but im telling them that before the repair i was getting between 2.8 and 3.2 MB now im lucky to be getting 1 MB ...one guy even said he couldnt understand why im not happy with the service ...now there telling my its my profile through the line has been changed and ill have to wait for 10 days and checking and testing and doing things over and over again and segesting its my computer and set up ect ...
i have been at this for a week now what can i do ??? please someone help is it the new line or is it my ISP ??
but i keep telling them it was all fine before and theres nothing wrong with my set up or my computer because the lap top is the same with the Ethernet cable plugged in so they both cant be the problem ..i have had them both checked at a cost of £65 with a computer tech guy at the shop he said they are clean and healthy systems !

Hi Tony,
There is a peice of equipment within the exchange which 'optimises' the speed of the broadband based on what the line is capable of. When you have had the recent fault on the line it is likely this equipment picked up the fact that the line wasnt capable of the speeds you were getting and has 'restricted' the speed to give you a stable connection.
The equipment is there to try and offer you a stable connection for your Broadband (better to have a slowwer speed all the time than a super fast speed for 5 minutes of the day).
Unfortunalty this can be 'confused' when you have a fault on the line and reduce your speed to compensate for the bad line. It should automatically 'optomise' the speed over a 10 day period and the problem should sort it self out.
You can request your ISP to check this and make sure your line is set up corrcetly after the recent fault, but to be honest it can easier to wait the 10 days (as it is likely the people you speak to are not fully aware of this part of the line/Broadband or willing to help)
It is also possible that the repair has had a negative affect on what the line can suppport (this can happen but unlikely to decrease your speed by something which you would notice) and the only soultion for this is to speak to your isp (if they are happy with the speed you are now getting you might not have much luck).
It sounds like your ISP aren'y very helpful and have 'fobbed you off' for the ten days with out just telling you why, if it was me at this point I would consider an alternative ISP.
Hope that atleast explains why they told you to wait ten days. :-)

After line repair - all nearby speeds increase - e...

Following recent repair to local underground line, all of my neighbours speeds have increased. We have suffered with less than one meg for 12 months, but now my neighbours are reporting between 2.5 and 3 megs.
Here are my stats. Router plugged in to the test socket 24/7. For past seven days. Connection just reset by a nice lady in India who has 'escalated' the matter for me. Can any of you kind souls on here offer any insight?
Line state
Connected
Connection time
0 days, 0:13:55
Downstream
2,144 Kbps
Upstream
448 Kbps
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
9.1 dB / 18.0 dB
Line attenuation (Down/Up)
49.0 dB / 31.0 dB
Output power (Down/Up)
18.8 dBm / 11.9 dBm
Loss of Framing (Local)
20
Loss of Signal (Local)
2
Loss of Power (Local)
0
FEC Errors (Down/Up)
119 / 8
CRC Errors (Down/Up)
4 / 2147480000
HEC Errors (Down/Up)
nil / 8
Error Seconds (Local)
6087
Speedtest is currently down for me but my most recent test this morning gave
1696 down, 448 up and IP Profile of 1250. (this has moved up over the week from 500 at the time of the fault)

did you notice if the uptime on the router was 7 days before it was reset? for a connected time of 14min you have a very large number of error seconds. have you tried the quiet line test to make sure there is no noise - dial 17070 option 2 and you should hear nothing. preferably with corded phone in filter at test socket where router is
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Slow broadband speed after noisy line repaired

I've recently had a noisy line which eventually got repaired (dirty connection on block at local poll). Since then Broadband has remained connected (good) but download speed has been none existant >250Kbps ASDL line details are as below:
I'm not getting any progress on the fault I've registered with BT on Dec 12 (says more testing is required), I keep chasing with the online support chat but keep getting the same response "we need to do some checks on the line we will get back to you in a hour or so, an then nothing". Any tips on how to get resolution of the issue speeded up?
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 0:00:44
Downstream
283 Kbps
Upstream
1,088 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
9.2 dB / 6.3 dB
Line attenuation (Down/Up)
43.5 dB / 24.0 dB
Output power (Down/Up)
0.0 dBm / 13.0 dBm
Solved!
Go to Solution.

Well the noise margin has gone up from 9.2bB to 15.4dB, which is much better, and leaves lots of room for a speed improvement.
You must be losing a lot of signal between the master socket and wherever you plug your home hub into.
Your estimated final speed should be about 7552Kbs, but you are stuck in a banded profile due to the line fault.
You are not going to get the full speed with a margin of 9.2db, but if its not practical to use the master socket, it would be worth disconnecting the bellwire while you are up in the loft, as that may help reduce any problems on your extension.
See here for instructions.
Bellwire fix.
This could help quite a bit.
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.

Fault on line, what's classed as the boundary

Does anyone know what's classed as the boundary as I have a fault on my line and can't make outgoingf calls. I can't see any problems so I'm wondering if the Demarcation point is classed as mine or BT's. The one in my house looks as if it;s from the 1930s as it Bakelite and i've never seen one like it..any one know ...

'BUT. B U T. If there is a problem with the line between your boundary and the master socket and you require a BT engineer to visit to repair any part of this, there is a good chance you will get a bill for £127.99. This appears to be standard proceedure for BT Retail, and it is because BT Openreach bill BT Retail for the engineers time, and BT just want to pass the cost on.'
Very common misconception with customers, used to wind me it something cronic when I worked in the call centre, just because an engineer had to come into their house they thought they would be charged regardless of what the fault is when that couldn't be any further from the truth. Even if the fault is a network one the engineer probably still needs access to do line tests and get fault distance measurements from the NTE5a.
Openreach will only charge if the customer damages the line within the boundary of their property, i.e. if they cut the lead in wire. If say the capacitor in the NTE5a was faulty through old age, remember telephone lines are just electrics at the end of the day and like all electrical things they have a shelf life.
Basically an engineer will only charge if;
1. You broke the line, even by accident.
2. The fault is proved to be with your own internal wiring or anything you have plugged in, that includes BT Vision Boxes or Home Hubs because they are supplied by BT Retail and not Openreach.
3. If you call an engineer out for no reason whatsoever, but this should never happen because SP's shouldn't go making appointments for no reason.

Delay in line repair

Last Tuesday somone (not us!) knocked down one of the poles which support our line. We're in a very remote area with no mobile signal and no BT broadband although we do have a community WLAN. My husband called BT today to ask when the line was going to be fixed and the chap said they weren't even assessing it until 12/11! That will be 10 days from the original fault report.
Has anyone else had such appaling seervice from BT?

Hi Mochyn,
Welcome to the forum and thank you for posting. I am sorry to hear about the delay with the repair of the fault on your line.
I would like to take a look at this for you. Please could you drop me an email with your BT account details? My email address can be found by clicking on my profile.
Cheers
Paddy
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 :-)

Slow speed after line repair

Hi, we had trouble with our phone /BB and vision which were down for about ten days. fault was found to be the line between pole and the main socket into the house, The; B.T engineer replaced the line and socket; which sorted out the phone, but internet was still down. BB was showing as connected, but would not connect to internet and no BT vision service. Phoned BT and Indian lady guided me through different settings and after about half an hour we managed to get the hub to connect to the internet. The speed is very slow now and this is affecting our BT vision as well. I realise that it can take up to ten days for the line to reset to its best setting. can anybody help with the info obtained from our HH1.5 which is wired by ethernet cable to the computer with nothing else connected or running at time of speed test. Original BT speed test result: BT Speed test.08/06/2011 --2am Test1 comprises of two tests 1. Best Effort Test: -provides background information. Download Speed 5751 Kbps 0 Kbps 7150 Kbps Max Achievable Speed Download speedachieved during the test was - 5751 Kbps For your connection, the acceptable range of speedsis 2000-7150 Kbps. Additional Information: Your DSL Connection Rate :7136 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM) IP Profile for your line is - 6295 Kbps ==================================Latest Hub info shows: DSL Connection Link Information Uptime: 1 day, 10:57:05 Modulation: G.992.5 annex A Bandwidth (Up/Down) [kbps/kbps]: 1,119 / 1,148 Data Transferred (Sent/Received) [MB/MB]: 156.79 / 993.94 ========================================================================= DSL Connection Link Information Uptime: 1 day, 10:58:21 Modulation: G.992.5 annex A Bandwidth (Up/Down) [kbps/kbps]: 1,119 / 1,148 Data Transferred (Sent/Received) [MB/MB]: 156.80 / 993.94 Output Power (Up/Down) [dBm]: 12.5 / 0.0 Line Attenuation (Up/Down) [dB]: 13.5 / 24.0 SN Margin (Up/Down) [dB]: 9.0 / 31.5 Vendor ID (Local/Remote): TMMB / IFTN Loss of Framing (Local/Remote): 0 / 0 Loss of Signal (Local/Remote): 2 / 0 Loss of Power (Local/Remote): 0 / 0 Loss of Link (Remote): 0 Error Seconds (Local/Remote): 2 / 0 FEC Errors (Up/Down): 0 / 171 CRC Errors (Up/Down): 0 / 0 HEC Errors (Up/Down): 0 / 0 Line Profile: Fast Are these in line with what might be expected and should my profile return to the original settings?

you have now been upgraded to 21CN adsl2+. Your noise margin is very high but there is a 10 day training period after an upgrade so just leave it connected with no manual resets.
21CN is more aggressive if you have any noise on your line and what was a good connection with adslmax may not initially be a good connection with 21CN. However if you have a noise problem after training come back and someone will provide assistance
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Fault on line - repair time

Similar Messages

Maybe you are looking for