No Broadband, No Dial Tone!??

My broadband went down on Friday. I rang the number that comes up on the browser, BT has done tests on the line and there is no dial tone either so I'm without phone as well! Their estimated date for fixing this is 23:59 on Wednesday!!
Does anyone know what the problem is?? It seems all the other houses around my area are fine? Living in a student house, the seven of us are in constant need of the web for our studies so this is very annoying.
Our contract with Bt started at the end of September and this is the second problem we've had. It took over a month for our speeds to be increased so that they were in the acceptable range given on the BT speed test. Before this the broadband was basically unusable.
Getting really fed up with the service (or lack of). And hope that i can be compensated for this!!
If anyone could shed some light on what the problem is at the moment that would at least give house mate and I some peace of mind. Seems very unfair that we should have to pay full price for line rental and broadband when it looks like we wont be getting either of those services for 6 days!

If there's no dial tone then there is probably a cable fault of some kind . . . not uncommon when the weather is bad and large quantities of corrosive salt are in use on roads and pavements. The dissolved salt will find its way into any weakness in cabling and can cause the sort of problem you have.
Its normal for BT to give credit for times when there is no connection. Make a note of the exact dates and times when there was no service and then contact BT for a credit on your bill.

Similar Messages

New Broadband - No Dial tone - Line Test shows no ...

Hi,
I was wondering if anyone can help me before i start pulling my hair out!....
I have recently attempted to set up my new broadband and phone.
My activation date was 4 days ago and ever since ive been on the phone to customer service trying to work out what the problem is.
Summary of problem:
my phone line has no dial tone at all. On my day of activation, the manager from the office below my flat came to tell me his phone lines had been cut off. After this, he tried to set his line back up and i recieved an email to tell me someone was requesting to take over my line. So i phoned BT and they cancelled off this request and assured me they had set up the line to the right address and not the offices below me. I was told it was an internet problem and that i should wait to midnight until my activation is complete (although i had already recied two emails to tell me this was complete).
I waited a further 48 hours until today - Phoned up, explained the problem again went through line tests/broadband tests and was told that everything was fine, it should be working. It must be a connection problem between my router and device. Ive tried several devicces (laptop, phone, ipday, tv etc) and none of which work. They connect to the router but say the router is not connected to internet.
My router has solid orange light with flashing red "b".
I dont know what to do next?
Help please!!
Thanks,
Arlene

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There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Extremely Slow Broadband + No Dial Tone

Hi there, I'm looking for some help.
Just a few details first.
BT Total Broadband
HUB: HomeHub 2.0
Residing: S66, South Yorkshire
Speed: Up to 20mb (Apparently - normally around 7ish.)
3 machines connected: 2 Wireless Laptops and Ethernet LAN connected PC. Only the PC is currently connected.
So, the problem I'm having is that the Internet, as of around... 2pm yesterday, has been EXTREMELY slow. I've run speed tests, reset the HUB, restarted the HUB, returned to default on the HUB and everything. It's currently running at a seriously reduced rate. Not to mention - for some reason, no matter which socket I plug the Phone in, the landline is completely dead.
ADSL Information from HUB.
ADSL line status
Connection Information
Line state
Connected
Connection time
0 days, 00:11:26
Downstream
256 Kbps
Upstream
256 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.1 Annex A
Latency type
Interleaved
Noise margin (Down/Up)
13.9 dB / 6.0 dB
Line attenuation (Down/Up)
62.5 dB / 31.5 dB
Output power (Down/Up)
1.3 dBm / 0.5 dBm
As you can see, the upstream and downstream is terribly low. I can't see us being capped because we upgraded the internet not 2 months ago in which we were advised, unlimited broadband - that being said, there is no way we could have broken the fair usage policy as even though there are 3 machines connected some days, the two laptops are used by my girlfriend and her mother, for things like Facebook, not streaming 55 million movies.
That being said, even if we hammered the internet on a minutely basis and DID exceed the fair usage policy - it doesn't explain why the landline is completely dead. Even the phone has no power - which is odd - because none of them do.
There seems to be 3 faults in areas I'm not even sure are close to us - but could that affect us? I'm not sure.
Any assistance with this would be awesome, as it seems the BT Broadband Help system is incredibly useless at best and I have absolutely no way of contacting BT themselves, due to the dead phone and well - I've heard BT have a live chat thing on the website, but finding it seems they LOVE to hide it.
Thanks in advance,
Robert

Okay, new turn of events. The phone is apparently working - both my Nan and Girlfriend have called and it's ringing their side, but my phone must be dead. Awesome BT Phones.
Next - looks like we've been capped - not sure how or why, havn't used anywhere near 10GB this month.
FAQ
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
126 Kbps
0 Kbps
250 Kbps
Max Achievable Speed
Download speedachieved during the test was - 126 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :256 Kbps(DOWN-STREAM), 256 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps
If you wish to discuss these results please contact your ISP.
If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.
Your test has completed please close this window to exit the performance tester.
Have a friend contacting BT to report a fault. Probably isn't one though on the line, seems like the problem with the phone is that the phone is just broken maybe? Which is odd, all it does is sit on the HUB not doing a great deal, no damage to it, nothing spilled on it.

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.

Painfully slow broadband (plus losing dial tone)

Hi everyone,
On Saturday night our broadband connection plummeted from a usual download speed of 200kbps (download speed, not connection) to what is now struggling to hit 15-20kbps. Along with the much slower broadband our phone has also been cutting out/losing dial tone/going incredibly quiet.
We called BT last night, told them the issues and after 45 minutes we we're told that the line was fine, it was an issue on our end and nothing else would be done.
Well this morning I spent a couple of hours messing around, connecting the router and phone to the master socket using multiple new ADSL filters, multiple other cables, everything I can think of and nothing has helped. It isn't just a WIFI issue either because although we use a few WIFI systems (android smartphone, Xbox 360 and a laptop) my main PC is connected to the router via an ethernet cable.
I'm lost for ideas though - I'm disabled and I'm unable to get out of the house often (trying to sort out the router this morning has even left me with a fair deal of pain) so the internet is my connection to the outside world via gaming and stuff, but since Saturday night I've been unable to do pretty much anything due to this issue and I'm just lost so please, if anyone can help I would appreciate any advice I can get right now.
This is the info from the connection section of the hubs page:
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
0 day, 00:29:56
Downstream:
416 Kbps
Upstream:
448 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
13.3 dB / 10.0 dB
Line attenuation (Down/Up):
61.0 dB / 31.5 dB
Output power (Down/Up):
14.8 dBm / 11.9 dBm
FEC Events (Down/Up):
55 / 14
CRC Events (Down/Up):
33 / 0
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
22 / 0
Error Seconds (Local/Remote):
0 / 0

Thanks a lot for the help so far, however I'm still having problems ...
So we did as you advised and reported the fault, then a couple of days ago (wednesday night-thursday) the phone line improved, as did the routers connection to the internet. The router is now connecting at at about 1.8mbps and the quiet line test on the phone is completely silent ... however my download speed hasn't seen any kind of improvement at all, even before all this rain and flood warning.
Could this be a problem with the router itself? Like I said originally, I've got multiple devices connected both wirelessly and wired (multiple cables tested) and according to the router and BTs speedtest it's connected perfectly, so I'm now just wondering if it could be a problem with the router not relaying the data fast enough?
It's been close to a week since this started so I'm just completely clueless - for someone who has problems leaving the house and connecting to the outside world by other means it's been a really tough week.
Thanks again for the help anyway.
By the way, my routers new stats are:
Connection information
Line state:
Connected
Connection time:
0 day, 10:54:14
Downstream:
1,824 Kbps
Upstream:
448 Kbps
(Short connection time because I restarted the router to see if the rain maintenance may have helped)
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
14.4 dB / 13.0 dB
Line attenuation (Down/Up):
57.0 dB / 31.5 dB
Output power (Down/Up):
17.9 dBm / 11.9 dBm
FEC Events (Down/Up):
79660 / 29
CRC Events (Down/Up):
66 / 2
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
138 / 3
Error Seconds (Local/Remote):
0 / 0

Broadband ok, no dial tone and line sounds engaged...

Bt say the problem is in my property.
I have checked the test socket and no joy.
could the fault be with the first box that the line meets when coming into the property?
I have had a problem with it before.
Yorkiebear

Hi. I have exactly the same problem since yesterday (or maybe longer) - there is no dial tone and the line is engaged when called, but the adsl broadband is still working.
I bought a corded phone today and neither phone works directly in the test socket (there are no extensions anyway). This seems to point to it being a bt problem but the first engineer appointment available is in over a weeks time so if there is anything else i can do in the meantime i'm keen. Also is there anything else I can do to ensure that its not a problem on my side to avoid the charge.
In fact this is the second time this has happened recently, last time was a few weeks ago and it cleared up within about 24hrs...
thks & rgds

No dial tone, broadband still works

I cannot get a dial tone, but my broadband still works.If I disconnect the asdl filter and plug the phone into the main wall unit, I get a tone. I have changed the asdl filter and still cannot get a tone with the homehub connected. Any ideas on how to resolve this???

Your phone line must be OK as the phone works in the main socket, with no H.Hub connected. I would ring broadband faults on 08001114567 to report it.
edit I don't think I would mention the storm.

Broadband working, no dialing tone, unable to make...

1)
Removed the filter:
Plugged phone into wall socket - dialing tone works fine.
2)
Removed wall socket front
Plugged phone into test socket - dialing tone works fine.
3)
Purchased new filter. Connect phone and broadband.
Broadband works, still no dialing tone
4)
Tried filter in test socket, still no dial tone
What should I try next?
Thanks
110508-*****

Are you trying just the phone and the new filter by themselves into the NTE5 test socket or do you still have your router/hub connected, the thunderstorm may have burnt out your router/hub?
If it's not connected then I would report a fault to your service provider, which I assume is BT seen as you are asking on here.

No dial tone, slow broadband which turns it's self off

Finally got round to getting a hand set as never bother with a house phone but due to changes in circumstances need it. However I have no dial tone at all tried all the steps and 3 different handsets. Really wish I had stayed with BT as never had any problems with them. Need this fixing ASAP any ideas. Or am I without a phone line until my contract is up and I can go back to BT?

You will need to report this directly to Sky so then can run some tests on your line and if needs be they in turn will report it to BT Openreach to fix.
If you have a mobile that has free inclusive minutes with your network provider then calls to Sky via the 03 number will be free as the 03 number Sky uses now is a local rate number so would be free like 01 numbers are if you have free calls time.
If you have a mobile you could also use the Sky Service App and request a call back to it.

No dial tone for the second time now

Hi guys,
Back in late November 2013 I discovered that the phone was not working correctly that being no dial tone and a faint outside crackling noise coming through, I couldn't call out or receive calls however when I called my phone the line rang fine but it was not coming through the headset, My broadband was still working perfectly fine so I instantly thought it was the headset and ordered a new one only to discover that it in fact wasn’t the problem at all. I began to call BT to report the fault and was directed straight to an Indian call centre the guy when through normal line testing faults only to come back with no faults found I told him that on my mobile my house is ringing but none of my headsets old or new was physically ringing we then went on to do the master test socket test and again same problem. After that he arranged an engineer to come out to have a look and was told the usual ''you may be charged if you have caused the fault'' blah blah now into December and I finally get an engineer out to have a look the engineer when on to say that whoever initially installed the face plate put a faulty one and that was the problem but if that was the case how had I been able to use my house phone perfectly fine prior to this problem? I asked the engineer if I would be charged for this call out and his said NO as it was not my fault, all things fixed and working.
My January bill came and what do I see £179 bill I look at the bill to see I’ve been charged for the engineer callout, furious I call BT in which this time I’m directed to English speaking people at last. I explain all of the above to the operator and go on to tell them I was told there would be no charge so they check the engineer report and then they tell me the engineer reported that the faceplate was damaged, I’m then question by the operator and asked how I had damaged the faceplate I told him what the engineer told me and that my master socket is up high on my window seal out of reach of my son so there was no way he damaged it, they told me they would look into for me and get in contact within 5 days. 5 days pass and I get the call saying sorry for mistake your money will be back in your account in 3 days well that’s great news.
Now I’m having the very same problem with my phone line no dial tone slight crackling sound but this time when I ring from my mobile may house phone rings fine but when I answer it up it continues to ring even though I’ve pressed the accept button I also cannot decline the call from the headset it really frustrating, I’ve tried to get though to BT but the queue times are just ridiculous even tried the call back feature and yet 3 hours later still nothing I’m not going to pay for a service I’m not receiving and I’m most definitely not going to pay engineer charges only to be refunded 10 days later a complete waste of time. I need my phone line fixed please can someone help me out here and give me some advice.
Many Thanks
Mike

jdybnsn wrote:
I have the exact same problem (also my second time in 4 months). Very frustrating as this is our business phone and it is frustrating knowing people are calling us but we can't pick up the calls ! More frustrating that its almost 2 days and no sign of an engineer !
You need to raise this on the Business Forum, this one is for residential customers.
You can click the white star next to this message if you think it was helpful.

Fax/no dial tone

Hi
I have been trying to send a fax for the first time on my G4.
I have followed the help that is available on the Mac website and have even called technical support who didn't do very much except e-mail me some information available on the suport website!
I am connected to the internet (broadband) via a usb modem which only reads digital signals, and the connection is running through ethernet adaptor in my network settings.
I have a broadband filter supplying the modem at the phone socket which also has a separate branch for my phone line.
I got a regular phone cable (one end fits into the phone socket and has smaller fitting on the other end) and I first tried sending a fax via the phone branch on my filter and the internal modem slot on my Mac and after the system tried to send the fax, it told me that there was no dial tone.
Next, i checked that the phone cable worked (which it did) and tried to go direct between the internal modem slot and the phone socket with the same result as before. I only have one phone socket and no answer machine so I dont think anything is interrupting the analouge signal.
Has this happen to anybody else? Can anyone help me?
It would really help me ouy as I dont really know what else I can do and technical support hasn't really helped!
Thanks
Imac g4 flat panel Mac OS X (10.4.4)

From Free Dialup.net.UK...
http://www.free-dialup.net/free-dialup-uk-articles/dial-up-modems.html
"Q: Why my modem is not getting Dial Tone?
6. Many voicemail systems use a "stutter" dial tone or beeping when you pick up the phone to indicate that you have voicemail waiting. These unexpected sounds can make the modem think there is no dial tone.
7. In extreme case, your modem may not be designed for the phone system in the country in which you are trying to use it."
Acoustic couplers should work when all else has failed...
http://www.roadnews.com/html/Articles/a31.htm
You can also run into problems with dial tones overseas. Your computer may not recognize the dial tone of the country you are in as a "dial tone." Depending on the modem software you are using, you might need to put a check in the Ignore Dialtone checkbox in your modem software setup window.
What about digital telephone systems?
Modems communicate using analog or sound signals while many new telephone systems use digital signal processing. Digital systems are unable to process analog signals, making it impossible for modems to communicate.
Seems that there very well might be some diff in the Modems between Switzerland and UK...
Swiss#1 adapter...
http://www.walkabouttravelgear.com/22swi1.htm
Swiss#2 adapter...
http://www.walkabouttravelgear.com/22swi2.htm
UK Adapter...
http://www.walkabouttravelgear.com/22uk.htm

Activation date almost passed, no dial tone or bro...

Hi.
After waiting a month for an engineer appointment, I woke up this morning to a text from BT saying that it turns out I didnt need an engineer, my phone line and broadband were activated and I could start using them immediately. My order status on the site is completed as well.
This wasnt the case. I have been constantly checking all day, but I get no dial tone on the phone and the broadband light on my homehub is off. It isnt a problem with the ADSL filter, I still get no dial tone when plugging the phone directly into the master socket.
I'm kind of worried because I have already gone over a month without any internet, and I keep finding posts on forums of people having similar problems that have had to fight with phone support for weeks or months before getting it sorted.

Might be a stab in the dark, but is your new home "new" as in "new-build" new? Reason i ask is i had exactly the same thing occur to me when i moved into my new house, and after the call centre had assured me it was conneted, I unscrewed the faceplate from the phone socket next to the front door to find that Barrett Homes hadn't connected the phone sockets to the External NTE (i.e. the master socket) which is often outside nowadays.
Once connected, broadband worked fine (did it myself, 5 minute job) only problem was that Barretts had wired all the extension sockets with all six wires (huge no-no) which I also rectified (broadband sync went up from 3.5 meg to nearly 6); this isn't a one-off either as I have a friend on the other end of our road with exactly the same YTS wiring in their phone sockets. Hope you get your problem sorted anyways.

Dial Tone Sounds Like Engaged Tone

Any bright ideas; my dial tone sounds like an engaged tone but I can phone out OK, but it comes up with engaged for anybody trying to call in. My broadband, such as it is, is no worse than normal. I have checked with just a wired phone at the test point and it is the same.

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Dial tone but unable to make calls.

Hi,
I had BT Infinity installed on the 10th Feb 14. About a day or two after it all switched off for about 30 mins. When the phones and internet came back online the phones would not ring out.
Whether the phones are plugged into the master socket or either extension they are unable to make external calls yet there is a dial tone.
If I plug the phone in to the test socket then it works fine. This has only ever been an issue since the new faceplate and installation of BT infinity.
When I went to plug the phone into the test socket I noticed an orange and white wire that has seemingly come out of its connection but as to where I don't know. The other 3 cables are still in.
Also internet is working fine.
Any ideas?
Thanks
Dave

SegaMegaDave wrote:
None of the extensions work, I get the same thing. A dial tone but unable to ring out.
So before I order one is this looking to be a faceplate fault? Thanks for all your help.
Dave
If you get dial tone with the faceplate disconnected, then the fault is within your own wiring, and it means that the extensions are wired up wrong. You either pay BT to sort it out, or get an independent telephone technician.
This diagram showns the correct way it should be wired.
http://forumhelp.dyndns.info/infinity/infinity_wiring2.jpg
Its most likely that whoever did the Infinity installation, forgot to check for any "star" wiring. ie. extensions connected before the master socket. Its quite often the contractors that forget to do this. The Openreach people usually know what they are doing.
There is nothing else I can suggest, as it appears that the faceplate is not at fault, as the phone and broadband both work fine from the master socket 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.

Voice service down. No dial tone or light.

It's recently come to my attention after expecting a call that my Uverse phone service is down. Checking the call logs, it looks like this problem started sometime after 8:00 p.m. on Saturday, the 11th. I've tried a number of things on my end to try and fix it, but nothing seems to be working. Figured I should try and get a second opinion here before escalating the problem to phone support. Supplemental information: Power, Broadband, and Service lights are all solid green. Voice 1 (Service line) is not lit.Homeportal page landing states the voice status on line 1 is not registered.Both TV and internet services are unaffected.Primary phone is a cordless system. Keep a spare landline plugged in at all times for power outages. No dial tone on either one.No apparent fraying or disconnection of inside wiring from protector (no NID installed) to homerun to RG. Outside pair is a buried drop.BBU light is green and is in proper working order.Solutions I've tried: Plugging a phone directly into the RG. Nothing happened. Still no dial tone.Power cycling the RG. No change. Did not restore phone service.The online repair tool automated diagnostics detected no problems. Followed steps for no dial tone, repair was not successful, stated that the RG needed to be replaced.Troubleshooted through TV access, resetting voice service had no effect.

Factory reset the RG by depressing and holding reset bottom located near power connection on back of RG. (Valid for 3800, 3801 and 589 RG with TV service) Warning this restore default settings, any custom changes (ssid, password, etc) will need to be redone. Need to hold till all lights go out with a green power light only (about 10-15 seconds).Give it 5 minutes or so to reload/recycle.... Does line1 light come on, yes check dial tone, call in/out. If no either RG replacement or phone has been removed from your account... Either way will need to call 1-800-288-2020. If you have the 3812 inid with i38hg, the factory reset is performed at the iPSU or white toaster size power supply by inserting a toothpick (or similar) into red line hole on upper left side.Again hold till both light (left/right) are flashing red.

No Broadband, No Dial Tone!??

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