Noisy phone line

About a week ago my phone line became very noisy and my internet connection kept dropping. After contacting BT they tested the line and said no faults found and blamed the fault on a line filter and promptly sent me 2 new ones.
Since fitting these the noise has got worse and have now started to get disconnected during phone calls.
I have done the quiet line test normally and through the test socket but still get bad noise, anyone got any ideas before I end up paying for an engineer to come and look.
Solved!
Go to Solution.

Hi akirk,
Welcome to the forum and thanks for posting. I can look into this for you. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.
Cheers
David
BTCare Community Mod
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Similar Messages

Broadband drops out & noisy phone lines.

Hi,
Not sure whether this needs to be posted here or in the phone section as both areas are effected.
My property is pretty old and the internal phone sockets/wiring is also quite dated. I've always had issues with my phone lines being very noisy to the point where i have simply done away with having a house phone (not ideal).
I use my internet for many hours every day - its an essential part of my life and income. I had a new internal socket fitted about 2 or 3 years back exclusively for my internet use to help improve the connection which had been fine until recently.
I had new windows fitted which required the socket to be moved & ever since then my connection has been unreliable and drops out.
Ive reported the fault on the line earlier today and am waiting to hear back off BT but thought i'd post here in the mean time.
I use a Belkin router and have spoken to them but they were unable to help. After running a few tests they said it was most likel a phone line fault. I have also tried a different router and experienced exactly the same issues.
How do i go about identifying the fault & getting it fixed? With it likely being an internal fault, is it likely to cost me money? What are the terms & conditions with this type of problem?
Also, how would i go about getting new sockets installed in my house so i could get a working house phone? How much is this likely to cost?
Thanks for any advice.

was the new socket you had fitted like this if so any extension sockets in your home should be connected to the back of the bottom half of the socket NTE5. It may be that moving the socket has moved some of the wires and they are loose.
BT are responsible for the wiring up to the first socket in your where the cable comes in from outside. if the problem is found to be your internal wiring after the master socket then you will be charged at least £130
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Very noisy phone line and always engaged

Hi all,
My phone line has been very very very noisy that it is now impossible to hear someone over the phone.
Since we have a wireless phone, thought I would disconnect all electric appliances around the cordless phone like the TV, WAP, DVD Player but the noise still exists in the extension and also in the master socket.
I bought a corded phone to test it today and the noise still exist and now for some reason when rining my landline number from a mobile it says its engaged and when definitely is not!
I am at a lost here.
I have ran the bt line checker many times and it keeps on saying that it has not got any faults and the fault is after the demarcation point which I think is not.
Can anyone else offer any advice? perhaps how to "reset" the line so it is not engaged anymore, any advice would be good.
AE

angeloedades wrote:
Thanks Somerled.
Im pretty reluctant to report it as a fault since I have been reading some of the posts here and it seems that BT will hunt you down in any way possible for teh £127.99.
I guess I will have to do this carefully to make sure that I have done all my tests.
Is there anything else that I should do before I report it?
Also I can't seem to make any incoming and outgoing calls now!
Thanks for the advice though.
AE
Thats why you need to record the noise your self and as said ask the op to recordd it and to agree that they can hear it plus get afew people to witness the noise
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me

Noisy Phone Line - initially

Hi All,
I have a rather interesting problem that I'm wondering if anybody has experienced, or may know the cause. For a couple of weeks now I have had an issue where the phone line is very noisy when first used; i.e. I'll pick it up and it will be popping and crackling and hissing with gay abandon however, during the call the line will slowly improve until after 10 minutes or so it is clear as a bell.
This also has a knock on effect on the broadband - if the telephone has not been used for a while the BB speeds will drop. I first noticed the problem as my BB speed had dropped to sub 1Mb from its usual 4.5-5Mb. When checking the line I heard it popping and crackling away although after time this cleared and when I checked the BB speed again it was back to normal (or close to it). Then the next morning BB speed was down again, next afternoon it was even worse.
I have tried everything I can to rule out something internal - replace all micro filters, replaced RJ11 cable to router - even replaced the router. Used both a corded and cordless phone and the result is the same. I've now removed the faceplate from the master socket and I'm running everything off that but the problem still remains. The only thing that seems to improve it is to make a call of some length and then the line quality and BB speed improves - for a while.
Any advice anyone can offer will be gratefully received. I would call for an engineer, but I'm worried that if I've used the phone before he turns up everything will seem OK and I'll get hit with a £100 bill.
Solved!
Go to Solution.

UPDATE:
So, I made an appointment last Wednesday (14th August) for an engineer to visit and I was told that somebody would be here today before 17:00.
I take the day off and wait in all day for nobody to turn up. I contact 151 to see what is happening only to be told that no appointment had been made! So I have had to waste a day off, and will have to waste yet another day on Wednesday, waiting for an engineer again.
Is there a number in this country that I can call in order to make a complaint? Can I seek reimbursement of £99 from BT for wasted time (the same amount they would have charged me if I couldn't be bothered waiting in for them)?
The only plus is that now I have been on the phone for 30 minutes dealing with this the quality of the line has improved and the BB speed has gone back to normal again... However this wont last and by tomorrow things will be back to normal again.
I have to say BT's customer service is **bleep** poor and if I had another choice for service provider I would switch immediately, however as there is no other choice in my area I am stuck with BT!
I will update again on Wednesday when (IF!) an engineer is sent.

Please help, noisy phone line think its a high res...

HI,
Just moved in and phone line / bt broadband was activated a week ago. Phone master socket is OpenReach branded.
I have the BT supplied broadband filter fitted directly to the test socket (just the adsl router and a single phone connected).
Using the 17070 quiet line test , i have varying volumes on hissing and noise on the phone. This varies between loud and intrusive (difficult to hear callers) to fairly quiet. This seemed to be better during the cold weather over last weekend, but is worse again this morning.
I can also hear adsl connection noise when the router was connecting, depsite being through the adsl filters. This lead me to find threads related to High resistance faults whcih I think may apply to me.
BT online fault test shows no fault found.
Adsl Stats:
I was supplied with a home hub 3A
Connection Information
Line state: Connected
Connection time: 0 days, 21:29:11
Downstream: 3.625 Mbps
Upstream: 448 Kbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 10.6 dB / 15.0 dB
Line attenuation (Down/Up): 32.2 dB / 16.0 dB
Output power (Down/Up): 19.9 dBm / 12.4 dBm
FEC Events (Down/Up): 2941 / 325
CRC Events (Down/Up): 12 / 45
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 79 / 30
Error Seconds (Local/Remote): 8 / 22
1. Product name: BT Home Hub
2. Serial number:
3. Firmware version: Software version 4.7.5.1.83.8.57.1.3 (Type A) Last updated Unknown
4. Board version: BT Home Hub 3.0A
5. ADSL uptime: 0 days, 21:31:21
6. Bandwidth: 448 / 3712
7. Data sent/received: 0.3 / 2.7
8. Broadband username: [email protected]
9. BT FON: Yes
10. Wireless network/SSID: BTHub3-KC3K
11. Wireless connections: Enabled, (802.11 b/g/n (Recommended)) 20 MHz
12. Wireless security: WPA and WPA2
13. Wireless channel: Automatic / 1
14. Firewall: Default
15. MAC Address:
16. VPI/VCI: 0 / 38
17. Line profile: Interleaved
18. Software variant: -
19. Boot loader: -
The home hub doesn't seem too good at keeping the sync, speed drops regularly and it maintains a high SNR.
My previous router was a Thomson Speedtouch 780, which provides a higher sync and much better stability. Presumably this is due to the broadcom chipset (would a home hub 3b also be better?)
Speedtouch stats from this morning:
speedtouch 4/12/12 08:45
DSL Connection
Link Information
Uptime: 1 day, 10:39:46
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5.120
Data Transferred (Sent/Received) [MB/MB]: 24,94 / 119,27
Output Power (Up/Down) [dBm]: 12,0 / 19,5
Line Attenuation (Up/Down) [dB]: 15,5 / 31,0
SN Margin (Up/Down) [dB]: 19,0 / 9,0
Vendor ID (Local/Remote): TMMB / TSTC
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
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 158.090
CRC Errors (Up/Down): 0 / 68
HEC Errors (Up/Down): 0 / 62
speedtouch 04/12/12 09:30
DSL Connection
Link Information
Uptime: 1 day, 11:25:26
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5.120
Data Transferred (Sent/Received) [MB/MB]: 28,90 / 129,91
Output Power (Up/Down) [dBm]: 12,0 / 19,5
Line Attenuation (Up/Down) [dB]: 15,5 / 31,0
SN Margin (Up/Down) [dB]: 19,0 / 4,5
Vendor ID (Local/Remote): TMMB / TSTC
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
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 171.051
CRC Errors (Up/Down): 0 / 68
HEC Errors (Up/Down): 0 / 62
As your can see theres a wide range in the SNR figures, although the speedtouch is much better at holding the sync and not dropping the speed.
Given the line attenuation at 31db, I would have expected a higher sync rate. The estimated line length of ~2.2km from kitz.co.uk seems to be about right.
Any advice appreciated, including how to report this fault to the right people.
Thanks
Jon

I'm suspecting that I will be getting billed for the last engineer visit ( as he couldn't find a fault and therefore said it must be my equipment). I can't afford to pay one fee let alone 2 if I report it again with the same result.
However since the visit, the occurrences of the intermittent noise on the line have been fewer and further between. This morning however, after listening to a 1571 message I heard more noise so I did a quiet line test to see. Initially the line was quiet, but then I heard some quit noise and then a ringing sound (like when you dial a number and it rings remotely) as if I had made a call. The "BT Quiet line message" cut in but I could still here the ringing underneath. I waited to see if I would be able to hear if someone answered but the ringing stopped after a while and I couldn't here a voice so I don't know if they answered or it rung off.
Is it possible my line is picking up the ring tone from another line?
Also, when the engineer arrived he initially said his test had shown a fault and that water must have got in somewhere. However when he removed my filter/phone/router from the test socket, his tests then showed no fault. Is it possible the fault only shows up when the adsl is active. Back when the line was first active I could the router negotiating (even thorough 2 filters) although this doesn't happen now.
Moving on to the adsl side of things, Currently my stats are:
DSL Connection
Link Information
Uptime: 0 days, 11:48:54
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5.440
Data Transferred (Sent/Received) [MB/MB]: 9,61 / 39,04
Output Power (Up/Down) [dBm]: 12,0 / 19,5
Line Attenuation (Up/Down) [dB]: 15,5 / 31,0
SN Margin (Up/Down) [dB]: 20,0 / 5,0
Vendor ID (Local/Remote): TMMB / TSTC
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
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 1.384
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
Interleaved.
With the BT Home hub (3a) the connection would drop peridocally, so I'm using my Thomson 780wl which hold the connection better and also shows less FEC errors than the HH.
I think the connection speed and the interlacing are poor given the line attenuation. The line length is about 2 - 2.5km, underground from the village to the exchange, overground to the house. No cabinets directly connected to exchange.
I've been monitoring signal to noise ratio and have noticed something odd:
This happens every day, in the same pattern. Its not interference from any internal wiring or appliances or heating etc. I understand that noise changes over time but this is a 5+ DB drop is this normal?
Any advice?

Noisy phone line, here we go again......

Hi, all,
I'm new here, so please be gentle!
We've been going round and round on this one for over a year, wonder if anyone has any new suggestions....
Basically, we have an intermittent crackle on our land line. Been going on for ages now.
We've had all sockets rewired and replaced, external cables changed, and the cable pair back to the pillar swapped.
Thing is, despite 4 or 5 visits, an engineer has never heard the noise. I've been onto faults and explained this to the nice lady in Bangalore, and all they can do is send an engineer, depite the fact it's obviously nothing local.
We had the same issue when we were with Virgin for phone service, which suggests to me (an old IT engineer) that the issue must be between the pillar and the exchange, but what do I know?
Apart from looking for coreallations with weather, time of day, phase of the moon and sunspot activity, I don't see anything else I can do to avoid some poor engineer arriving, running a quiet line test and leaving again.
Any suggestions?
Thanks, Phil

all you can do is persist with engineers until it is resolved
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Very noisy phone line

It all started about 3 days ago when we had a small power cut, for about 5 seconds. I noticed a very bad crackling noise on the phone . I phoned the help line ( in India or somewhere else) ,he told me to open the main Bt box and connect the phone. I did this and it was sort of better, a very faint noise in the background...but a lot better.
When I put the main box back together the crackling came back. I have an extension which runs up to the office. I have never had a problem like this before. I have checked and re-wired both extension boxes, I have also put in new in-line filters at both ends. The crackling noise is still there. The broadband is working fine, both phones are working ok. I did notice that when I opened the main BT box, the terminals were off colour and the copper connectors were slightly bent. I don't know how old the main box is?
Has anybody and ideas please before I phone BT again and get some answers, or possible a replacement main box.
Thanking anybody.
Solved!
Go to Solution.

Don't rule out a problem with BT's network, even if the problem appears to be within your house.
I've had an open fault on my land-line since the beginning of June - unusable because of noise and lousy broadband reliability.
I've had about 10 OpenReach engineers come out and each one repeats the same tests - and it appears the OpenReach fault management system provides no continuity as not one had any idea of the previous visits. They've variously blamed:
My router
My filter
My ISP (not BT)
My extension wiring (non-existent)
The master socket (replaced)
The line jack (removed)
the pair back to the exchange (swapped)
No fix yet, and this is the first Internet connectivity I've had for 6 days. Last night I discovered that my next door neighbour has exactly the same problems as me. I'd change supplier if OpenReach didn't have a monopoly in my street. Oh, and I'd gladly pay the £99 call-out if they'd fix the fault but they won't even commit to a diagnosis. I now don't admit engineers into my premises without knowing exactly what they intend to do in advance.
I'm paying for a phone service, and separately for broadband and I can't use either. Don't give up!

Yet again, noisy phone line, and broadband slowed ...

We've had this problem a few times now, and are looking for tips on how to get it sorted once and for all. I am convinced that it is caused by a dodgy connection somewhere external to our house, and it seems to happen more frequently in wet weather. We've done all the troubleshooting as recommended by BT, and are happy that it is not our side of the master socket. I have booked an engineer (June 4th - earliest available appointment), but last time I did that, by the time the appointment came around, the fault had rectified itself again (the weather had improved, so presumably things had dried out).
Any suggestions gratefully accepted!

If you are happy everything is ok at the test socket there is nothing else you can do other than wait for the engineers visit
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Crackly phone line and broadband disconnecting

For a month or two i have been having problems with our phone line and broadband connection. The phone line is extremely noisy (interferance) and when you make a call or recieve a call the broadband disconnects. I have tried different filters, routers and wires but no good. I have conducted a quiet line test and the result was i could hear nothing on the line. When i unplug the hub and just have the phone connected to the socket the noise on the phone has gone and their is no problem, connecting the hub make the noise come back. As a result of all this my broadband speeds are very low.
Here is my hub stats and a bt whole sale speed test.
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:36:05
Downstream:
6.75 Mbps
Upstream:
448 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
19.7 dB / 22.0 dB
Line attenuation (Down/Up):
7.0 dB / 3.0 dB
Output power (Down/Up):
13.9 dBm / 12.2 dBm
FEC Events (Down/Up):
7077 / 0
CRC Events (Down/Up):
12 / 0
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
19 / 0
Error Seconds (Local/Remote):
131 / 114
Hide details
Download Speed
0.81 Mbps
0 Mbps
2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.81 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :6.91 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 1.25 Mbps
My dsl connection rate can get as high as 7.9 Mbps
Any advice would be helpful thank you
Solved!
Go to Solution.

your drops in connection have at one point reconnected with a far lower speed than normal resulting in the low ip profile. if you stay conencted 24/7 for 3/5 days the profile will correct itself for your current connection speed
I would as john46 suggested connected to test socket with a new filter and see if that helps
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Re: phone line still crackling

well my phone line was so bad could hardly hear took the risk of reporting it luckily open reach say it was a fault and they repaired it - still uselless cant hear still and broadband is no good - end result cant take the risk of them charging me and after broadband and home phone for twenty years ive had to cancel the whole lot - tmobile dongle is what im going to use - better at staying connected which is what you need if you play poker.

xxbrightflowerxx wrote:
well my phone line was so bad could hardly hear took the risk of reporting it luckily open reach say it was a fault and they repaired it - still uselless cant hear still and broadband is no good - end result cant take the risk of them charging me and after broadband and home phone for twenty years ive had to cancel the whole lot - tmobile dongle is what im going to use - better at staying connected which is what you need if you play poker.
If its still noisy, then follow the instructions on this website http://bt.custhelp.com/app/answers/detail/a_id/9812/c/345,353
If the problem is outside of your property, report the fault again.
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.

Crackling Phone Line - BT Say It's Internal Wiring...

I am pretty peeved with BT at the moment, to say the least, with two problems which I'm sure have to be related in some way. Firstly, for some time now our phone line has become more and more crackly, sometimes to the point where it is so noisy that the person at the other end can't be heard. I have reported it twice to BT recently as a fault (with a 20 minute hold each time) and each time the person in the call centre in India (presumably?) has tested the line and assured me that there is no line fault, so any fault which exists must be internal, therefore giving them the right to charge £99 for an Engineer's visit. That kind of highway robbery puts **bleep** Turpin to shame! We have not touched any of the internal wiring or sockets or fitted any new equipment before or after the crackling started so it's hard to see how it can be an internal fault. To confuse things further, when we disconnect our router (which is plugged into the master socket via a filtered faceplate) the crackling stops! Now our broadband speed has never been brilliant, but before the crackling we could achieve 3Mbps reasonably consistently, with pretty good stability. Since the crackling however, we are often down at a pitiful 300kbps with frequent dropouts, so now we have poor telephony and poor broadband. This is supposed to be the 21st century, but you wouldn't think so. My call centre friends are adamant there is no line fault but I just can't see how it could be anything else? Is there any way that I can bypass the call centre system and get this investigated properly, efficiently and fairly? I've seen some broadly similar posts which seem to have resulted in a satisfactory resolution, and that is all that I am looking to achieve, without any more stress or grey hairs! Please help!!

Have you tried a known working corded telephone in the test point of your main socket as shown here.
When the call centre run a line test it very rarely can detect a noisy line fault.
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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.

At a loss with phone line and broadband

Hi,
First of all, sorry for cross posting this, but as you might gather I'm currently stuck between a rock and a hard place.
http://community.bt.com/t5/Phones/At-a-loss-with-phone-line/td-p/54639
I'm not going to repeat everything in that post, just to say when all equipment is unplugged and you get crackles and white noise through the phone, it can not be equipment, no matter how intermittent. Am I correct?
The main reason for cross posting is around the annoying BRAS IP profile. It seems that for 30mins of static, I get stuck on a 130k profile for 3days. I could cope with the occasional outage or slow down, but 3days is half a week and when you have the recent bad weather, you get 1day of decent profile before the next spat! As a result of this, I would like to see if anyone else in the community has been through similar?
I will point out that I have been working in IT for 13years, so I like to pretend that I know something about things, but I must say that BT is one of the only companies that I deal with and dealt with that seem insistent on blaming the customer for everything.
Connection information
Line state Connected
Connection time 0 days, 1:44:21
Downstream 2,048 Kbps
Upstream 448 Kbps
ADSL settings
VPI/VCI 0/38
Type PPPoA
Modulation ITU-T G.992.1
Latency type Interleaved
Noise margin (Down/Up) 9.6 dB / 19.0 dB
Line attenuation (Down/Up) 53.0 dB / 29.5 dB
Output power (Down/Up) 17.8 dBm / 12.1 dBm
Loss of Framing (Local) 0
Loss of Signal (Local) 0
Loss of Power (Local) 0
FEC Errors (Down/Up) 5261636 / 45
CRC Errors (Down/Up) 0 / 2147480000
HEC Errors (Down/Up) nil / 28
Error Seconds (Local) 134
Solved!
Go to Solution.

No I'm suggesting the mod team is preferable to calling India ....
What they do with you is down to them .... and you.
Allbeit I doubt you'll see a profile reset, but even better you may see a lasting resolution, hopefully.

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’.

Phone line dead, over 2 week wait for possible rep...

Hi there
I'm posting on behalf of my Mum who cannot post in the forum as her phone line/broadband are currently down.
On Friday 4th January 2013 she noticed the phone was dead, and also that the Internet had stopped working. She rang the usual number BT provides and was told by an Indian chap that there is a fault but there won't be anybody available to look at it until 21st January 2013! She was not provided with any reference numbers to track the case or anything which didn't help.
Bear in mind my Mum is in her late 60's and relies on the phone to keep in contact with relatives, and this is especially important since my Dad died.
I am aware that Openreach are busy yadda yadda, but it is simply not acceptable for her to wait over 2 weeks for someone to at least have a look at it! She has spoken to her neighbours and they were having problems originally which now appear to have been sorted.
I am worried that not only will she have to wait but that she will charged a ridiculous fee for any repairs, even though the fault is not anything that she has caused. Also I am not happy that BT are going to charge for zero service for a two week period, surely this is essentially robbery?
Is there anyway I can get this escalated, and is there anyway I can get the charges she will receive refunded?
I have already contacted someone in the forum via e-mail but I don't think it worked as I was using my brother's mobile at the time.
Thanks in advance
Solved!
Go to Solution.

Tootsie wrote:
You're welcome. Also, I understand that your mum can have al her calls diverted to an alternative number and there is some form of compensation available for loss of service....I'll see if I can find the details.....I've seen them somewhere
BT will not pay you compensation they will only refund your line and BB rental if your phone has not been repaired after the end of the 3rd working day also if you have your line diverted you are not entitled to this refund.
(If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.

Noisy phone line

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