No dial tone for the second time now

Question

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

Answer 1

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.
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