Nuisance phone calls offering broadband.

Hi,
Is anyone receiving nuisance calls from herotsc.co.uk on 01709764400.
I receive them regularly asking for someone in my house by name as the bt account holder, this is the first discrepancy as I am the account holder for my bt phone. The callers are quite pushy but I don't let them get beyond me and in fact quite enjoy being just as pushy back. But they refuse to speak to me directly about my account and the broadband they are offering, (which means they have little or no details and are fishing), claiming someone else in the property is the account holder. So they get the old heave ho, and I cut them off, but it is annoying answering the phone to find one of these dip sticks on the other end and having to get annoyed with him and cut him off. The number is discussed on other forums as a nuisance call originating out of Rotherham. Any ideas, short of visiting these people on a dark night, of getting rid of them?
A_Venora

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Phone related problems and unwanted calls
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

Already got phone calls, want broadband

Hi.
I've already got a BT phone line and calls with BT, but my broadband is with Orange. I spoke to Orange and got my MAC code, but the BT website is confusing me a bit - if I'm already a BT customer, do I qualify for the broadband+phone packages? I went to sign up for "Talk and Surf unlimited" and the price quoted in the basket was £15.62/month with no reference to anytime calls (only evening and weekend ones). Am I being quoted this price because BT know I already have calls with them so have taken that into account, or is this a problem with the website/shopping cart?
I know there is such a thing as phone calls over the broadband connection, and while this sounds good, I don't want that to in any way replace the current setup of my broadband and calls being separate.
Thanks for any light you can shed on this situation!

Hi Macman,
There are such things as Phone Calls over the Internet - VOIP.
I believe in order to get the broadband and phone calls, you need to first select the product and click 'Get It Now'. Once you have done this it will take you to another page where it will ask you to enter your Phone Number & Postcode if you already have a working telephone number. After that, there should be a page to enter a MAC if you have one then I believe it should automatically sort it out for you. Don't take my word for it because I've not been in your situation before (I've never migrated).
Can anyone confirm what I've said here is 100% accurate?
Cheers
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Nuisance phone calls

I've been receiving a rash of junk phone calls, lately as many as 12 in one day. They're easily identified by caller ID and come from quite a few different numbers. When I answer one, there never seems to be anything but dead air at the other end of the line. Is there a way to combat these calls short of changing my phone number without incurring an extra charge?

Hi flyer6851,
I feel your pain! I don't like unsolicited calls either. Lamentably we cannot prevent anyone from calling your number or any number. I would recommend to register your number with the National Do Not Call List at https://www.donotcall.gov/ additionally you can block up to 5 numbers (for free) as indicated by budone (thanks!). Or you can block even more numbers plus private/restricted numbers if you sign up for Usage Controls http://is.gd/BlockedCalls for only $4.99/month.
AntonioC_VZWSupport
Follow us on Twitter at www.twitter.com/VZWSupport

Worrying phone calls RE broadband

This is a bit concerning.
I have recently had 2 calls from two different ISP's about my internet connection. The first was from Pipex asking to speak to the account holder regarding problems with the internet connection. I thought this was some kind of scam so asked a few questions, which the chap helpfully answered and assured me everything was ok. He said that my telephone number had been passed from support as it had been used for a line check. He was just calling up to make sure everything was connected ok. When I explained that I was a BT customer, he seemed pretty suprised and apologised.
Today, I have had a call from TalkTalk for identical reasons. This time the caller wasn't so friendly and promptly hung up when I said everything was fine and that I'm a BT customer.
Now, the only line checks/speed checks I have run that have prompted me for a phone number are www.speedtester.bt.com & the www.bt.com site. I'm confused how they would get my number?
Anyone else had this?

GregStrutton wrote:
This is a bit concerning.
I have recently had 2 calls from two different ISP's about my internet connection. The first was from Pipex asking to speak to the account holder regarding problems with the internet connection. I thought this was some kind of scam so asked a few questions, which the chap helpfully answered and assured me everything was ok. He said that my telephone number had been passed from support as it had been used for a line check. He was just calling up to make sure everything was connected ok. When I explained that I was a BT customer, he seemed pretty suprised and apologised.
Today, I have had a call from TalkTalk for identical reasons. This time the caller wasn't so friendly and promptly hung up when I said everything was fine and that I'm a BT customer.
Now, the only line checks/speed checks I have run that have prompted me for a phone number are www.speedtester.bt.com & the www.bt.com site. I'm confused how they would get my number?
Anyone else had this?
Hi Greg.
I'm afraid this is a scam as you rightly guessed. These criminals will try to say you've got BB problems, or viruses etc and possibly ask you to download something like teamviewer (which is actually a very good program and very useful) and attempt to take over your PC (and perhaps load something) - which may then try to get personal details etc.
They get your number by guessing, or picking numbers out of the phone book at random.
If anyone else gets these, you can say "I'm a little busy now - give me your number and I'll ring back later" - they will almost certainly not do this. Any number you do get, do an online search.
Did you do a 1471 after the call to see what number (if any) called ?
Anyway, as usual - *never* give out any personal details, never agree to anything, always ask them questions - if in any doubt whatsoever, hang up.
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

Disconnections cured by making a phone call

I have what I gather is a strange situation - I have very frequent broadband drop outs but if I make or receive a phone call the broadband comes back up - sometimes for just for a few minutes, sometimes for hours. I have had an engineer visit but it was on one of the few days the broadband was working well and his tests showed no problems. Needless to say, next day the drop outs started again! I will call BT tech help again and maybe get another engineer visit but has anyone else found that phone line use brings broadband service back? Does anyone with tech knowledge have any suggestions as to what my situation implies the problem is? I've tried changing the ADSL filter (actually tried three different filters) but this made no difference. The engineer simply commented that if the phone does anything it usually causes broadband to drop rather than restoring it. However, the phone works to bring broadband back up every time - even when it's been off for hours - and it must surely point to the what the problem might be. All replies gratefully accepted - it's a very frustrating situation.

Hi Welcome to the forums
Here are some help pages done by CL Keith http://forumhelp.dyndns.info/speed/adslmenu.html
also post your full hub stats by entering 192.168.1.254 into your web browser address bar and navigate to adsl or use a-z, if netgear enter 192.168.0.1
Can you also post the full results from BT Speedtest speedtester.bt.com
Have you tried connecting to the test socket at the rear of the master socket
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
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’

Broadband connection drops when a phone call is re...

Hi
I am new to this forum so please let me know if I don't supply all the necessary information.
For a couple of months now we have had a consistent problem with the broadband connection dropping when an incoming phone call is received, prior to this it had been fine for a long time. After making the normal user checks, as recommended by BT, the problem persisted. A BT engineer visited my house and was able to reproduce the fault at the master socket. He traced the line back, via the manholes under the street to a connection box outside the village. After working hard for four hours he seemed to have fixed the fault and was able to demonstrate streaming video uninteruppted by an incoming call. He told me that he had solved the problem by re-routing the line, he also replaced the mark 2 router with a mark 3 router. Twenty four hours later the problem returned and is again absolutely consistent - even with just the router connected to the master socket the broadband light will go out when an incoming call is received. On phoning the helpline I was told that there was a problem at the exchange, which should be fixed within 24 hours, but it wasn't and I didn't hear back. Further investigation showed that both of these issues had been marked as resolved. We are a long way from the exchange and have had a history of problems with both the line itself and the exchange. In the past the hard working BT engineers have always managed to get things sorted out when they have visited.
This time I am struggling, as I can't seem to find the right approach to BT to persuade them to build on the work that the engineer who came out so recently did - I always seem to end up describing the problem from the beginning and then being told that it is my internal wiring that is at fault, nobody will acknowledge any of the work that has been done by the engineer that visited or the person that approached the exchange.
Sorry for such a long post, but it is very frustrating - I have considered changing the phone number so that nobody can make any incoming calls, but then I would have no phone!!
Any ideas would be gratefully received.

Hi John
Thank you for your very prompt response. Clicking on that link does not show up any problems in my area or with my line. I have limited technical knowledge, but what you say about high resistance does fit the facts. We have had a lot of problems over the years, most of which have been traced back to faults between the box at the edge of the villagae and our house - we have had the line replaced more than once, although I'm not exactly sure what that involved. In the past the fault that recurred was very slow speed and dropping of the broadband connection, this is different now in that the speed is actually now quite good for our area, but the connection drops when a phone call is made or received. I did have the fault logged with BT, but it has now disappeared from "track faults" without being resolved.
When everything is working it is a very good service. My friend in an isolated village in North Wales had BT broadband as soon as his local exchange was enabled. It has provided faultless service ever since, at a higher speed than I can get on the outskirts of a major city.
Thanks for the support, it has made me feel much less isolated - I'll keep reporting it.
Regards
Richard

Why does it take 22 phone calls and leaving BT to ...

I used to have BT broadband option 3. For this I required a phone line, I made around 3 phone calls a year from it.
Last year in May some bright spark in BT decided to merge my phone and broadband accounts. I had been paying the correct amount of around 40 pounds a month for my line rental and broadband (+vat) until this point. When they made this "merge" they upped my monthly payments to 71.50. (I found this out much later after many many many frustrating phone calls)
I only noticed this overcharging in January when a bill of 71.50 was DD'd from my account. I then noticed this had happened for most of last year. I was refunded the 200 pounds my account was in credit at the time. I asked the person on the phone to set my direct debit to take the correct monthly account. He said he would.
What I expected was billing like so:
Feb 40 pounds
Mar 40 pounds
Apr 40 pounds
Its not rocket science. Its not hard. Am I missing something? Was my request too difficult?   I had paid monthly by direct debit since I have had a phone line.
On the 21st of January my account was debited £117.70 by BT. This was on top of the £71.50 already taken earlier in the month. It was directly before my payday and put me overdrawn with my bank who charged me for the pleasure. The bank refunded the amount.
I was about to go on holiday and called BT billing who apologised and stated clearly that I could call back in February to arrange the correct billing, that they were sorry and would put notes on my account to ensure no further attempt was made to take the incorrect amount.
While on holiday ..... an incompetant person in BT billing emailed me to say that she would be trying to take the £117.50 from my account "in the next few days". So, while on my holiday I had to ensure this did not happen by contacting this BT billing department. I cancelled the BT direct debitat this time.
After calling BT around 15 more times, speaking to various levels of incompetance i was finally told in Mid February that I had been switched to quarterly billing, but on a monthly direct debit: I was being charged for 3 months use up front and nothing could be done, I had to live with their mistake. Could I please pay up the £117.50 or I risked interuption of service ... which was a shame .... as after so many phone calls I had already put the wheels in motion to leave for Sky ....
Calling for my MAC code the poor lady offered me broadband at half price to keep me, at which I had to respond that she could offer it to me for free but I had no confidence that would be what appeared on my bill or what would be taken from my bank account. The billing department is the sole reason for my leaving.
So, I had left BT in mid February. Despite this, the billing department still insisted that I pay the £117.50 for the period "up to the 31st March". On pointing out that I would not pay for a service I was no longer receiving and could they produce a bill up to the 16th February, I am told "oh no, you must pay in advance and then we will kindly refund you the money".
Amazing ... pay up front for a service I no longer receive and hope the company repays me? Considering my confidence in their handling of money ... Heck no ...
I am told they will produce a final bill, "within 14 working days" (such speed!) which may ... oh so kind of them .. have the correct amount I owe them on it.
So after a few more frsutrating phone calls where I am demanding a bill, it transpires that BT have been sending my bills to the WRONG address. It appears that despite using the home move service some years ago and BT moving my phone line from one property to another that BT billing live on another planet and never received this news and were sending my bills to my old property. I was asked "Can you not go to the property and ask for the bills".   My patience had now pretty much run out. I just wanted rid of this company.
Today, I call .. yet. .. again .. to ask where the **bleep** my final bill is and they tell me its been put in the post. It is for the correct amount.   I will be paying it when it arrives.
Its such a shame. All BT had to do was charge me the correct amount per month for their own services. They failed utterly. From all my conversations with them I have an impression of a department in meltdown where the left hand does not know what the right hand is doing, let alone what the the feet might be up to .....
I have left BT for good, I have been left with a very bitter aftertaste.
From the posts on this board, it appears my frustration is felt by many. I do wonder if any action is being taken internally with BT to correct the mistakes being made?   Would a moderator confirm?

Hi Oxfordataloss,
Thanks for posting. I'm really sorry you've had such problems with BT, it's certainly not the kind of service we would hope to provide. I'll take your comments on board and if you don't receive the final bill as expected please drop me an email with the account details and a link to this thread for reference.
Cheers
David
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 :-)

How many lies can BT tell in one phone call?

Yesterday I had extremely slow broadband (dropping to 0.2Mbps) I phoned the people in India who imformed me that this was due to engineers upgrading my exchange. I questioned why they would be doing this work at 6:20 on a saturday night and was told that it was normal to carry out planned work at this time. I asked what upgrade was being carried out and was told that the exchange was being upgraded to 21cn, this was carried out in June. He then told me that my line would be upgraded to ADSL 2+ on the 25th Sept. This does not explain why my speed dropped so much. After I told him that I was sick of all the lies BT had told me over the phone (probably now in treble figures over the last 6 months) and wanted to leave BT, he told me not to be too hasty as Infinity will be available at my address by the end of the year, yet another lie as I have spoken to Mike Galvin, the executive at Openreach who decides which exchanges get left behind, and he told me that my exchange is not in the upgrade program. I was also told this by Olivia Garfield, the CEO of Openreach. Also, the BT website, samknows and any other site you wish to check says that we are not in the frame for an upgrade and they list upto the end of next year. He then had the cheek to get offended when I told him this. I have had nothing but lies from BT since I contacted them to set up my phone and broadband, infact I would not have been a BT customer if I had not fallen for their lies. Has anybody else had a similar experience or has anybody actually been told the truth?

I haven't had this experience but I'm writing on this forum on behalf of my sister, who is unable to do so herself as she currenty has no internet access, courtesy of BT.
Her story begins with a phone call from BT - she was a Virginmedia customer with phone, internet and cable TV for £40 - the sales person offered her the 'full package' and said that she would get more choice of films, sky sport - exactly the same unlimited calls and internet access as with Virgin and all for £10 a month less. My sister is a disabled pensioner...but even I would probably have fallen for this as it sounds like a great deal doesn't it? Unfortunately it didn't quite turn out that way - the phone was taken over by BT and even though the salesperson said they would take care of cancelling Virgin etc it appears they didn't!( So whilst using BT she was still being charged by Virgin for 3 months..but that's another story)
The BT guy turned up to fit a BT vision box - it hadn't been delivered - he then advised that she'd need to have an aerial fitted for him to be able to set up the box(when it arrives!) he estimated cost around £100....are they kidding? Of course none of this was mentioned on the phone call...surely this one question from the salesperson would have stopped her going ahead with her BT order.....um, yeah, that's probably why it was never asked. So she can't have BT Vision - turns out she doesn't get unlimited calls or unlimited internet access either.She had carried on using her phone(same usage as £40 from Virgin) and racked up a large bill with BT.Has complained to BT, as a pensioner she can't afford the kind of bills they keep sending her. She now owes £330 allegedly...and has had her phone and internet cut off!!!Disgraceful BT.If we try to call you, as soon as her telephone number is entered it takes you straight to a recorded payment message...in other words.... we don't want to speak to you until you have paid your bill.
Despite letters and requests for the recording of the conversation from BT nothing has been sorted out - except for a 'contract' change, which she knew nothing about. It seems that BT salespeople are misleading people in an effort to make their sales............yes, lie after lie after lie.
Sorry to hear you've had similar problems -when are they going to realise that this kind of thing is bad for business?????Theor top dogs must be so out of touch if they don't realise the damage that's being caysed to their reputation.Crazy!!!

Fraudulent phone calls?

Hello and sorry if this is in the wrong section.
I have been a customer of BT for a while now and not heard of this before. I’m getting regular phone calls from people claiming to be BT, telling me they can reduce my broadband cost as long as I stay with BT for the next three months. Now this sounds all well and good but I have had problems in the past with scams form people claiming to be Sky etc and I have been told that companies wouldn’t be phoning me to gain information from me this made me suspicious, also on asking them to write to me with the information the caller seem to get unclear on my contact details.
So community am I being over protective or am I right to be worried about these phone calls?
Thank you,
Richard.

BT don't offer any reduced rates for a three month contract commitment, so I would say the calls are a scam. You can get a very good deal by renewing your contract for 12 months though, the best thing you can do is ring sales on 0800 800 150 and then ask to speak to someone form COT (the customer option team). This way you know your dealing with BT, and if you're happy to stay with BT for 12 months you can make some pretty hefty savings.

Phantom Phone Calls

I have a BT Broadband package with free phone calls 24/7 via the hub. Went online to check when current contract expires, (my BT) noticed that I was to be charged for calls made via landline rather mystified as it is an answerphone pluged into landline socket. All outgoing calls made via hub phone. How can I check if the answerphone is making out going calls on its own. I quired this with the billing department who contact the technical department who said if I have been charged then a call made, you must pay.
I will now wait and how many more calls I get charged for as the only bit of comms gear connected to BT is the Broadband Hub. I do have a mobile phone, and being of a certain age remember when only posh people had telephones and we still managed.
Will have to follow up the e-mail offers I get offering better service for phones etc.
So if anyone can help me ask the answer phone machine how it made the calls I would be very happy to do so.

There are no area codes beginning with "5", as its reserved.
All that happens if you dial "5" on the hub phone, is that it falls back to the landline, and you will get normal landline dial-tone, so you can originate calls using the landline number.
Its possible that BBT had failed for a short while, and outgoing calls were being routed via you landline.
You can see this if you look at your online bill, where BBT and landline calls are separated. You should be able to determine by looking at the called number, whether its one that you would normally make from a hub phone.
Also, before you use the hub phone, make sure that the dialling tone is the higher pitched BBT tone, before you dial.
Another forum member has found this out to their cost
See
https://community.bt.com/t5/Bills-Packages/1250-price-increase-on-Hub-phone-calls-to-New-Zealand/td-...
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.

Help. I can´t slide to answer when the phone rings, and i´m missing a lot of phone calls! It doesn´t happens all the time but quite enough to be annoying. I´v restarted and updated it. Suggestions? Thanks

Help. I can´t slide to answer when the phone rings, and i´m missing a lot of phone calls! It doesn´t happens all the time but quite enough to be annoying. I´v restarted and updated it. Suggestions? Thanks

When you said you have no fax machines on your line, that does include computers directly connected to the phone line?
The reason that I ask is a computer with a dial-up modem (a non broadband modem) that can connect to your phone line, can have software that makes the computer act as a fax machine.
If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.

I was hotlined for no reason, it's been over 3 months, over 10 phone calls, and my account still has a "hotlined" indicator on it

This feedback includes more of my overall history, however I felt the need to share this recent experience of being hotlined, when it wasn't even my fault, the company admitted it, said they would take the "hotlined" indicator off of my account, and have failed to do so after several escalations:
I am sure my experience lately is nothing unlike anyone else’s experience. For the most part my experience with Verizon has been a bit of a roller coaster to say the least. When I first started my service almost five years ago, I ended up losing a phone number I’d had for about five years due to a technical mistake they made during the contract process and having to witch phones about four times. From there, I had billing trouble every month for the next 18 months. I had to call in for some kind of adjustment just about every month until I was due for an upgrade in December 2011. I upgraded to the Motorola Droid Razor, a choice I have regretted ever since.
So for the next 18 months I had well over 24 replacement phones for the Razor, until about August of 2013. I was offered by Verizon (via Motorola) to “upgrade” to the Razor M. It was a newer phone, only a bit smaller than the original Razor. I didn’t know it had 50% less internal memory than the original Razor, so I asked Verizon to send me the Razor in place of the Razor M, so that I could at least used the phone as I had intended. Not even a few days after I got the replacement Razor, it fell off my bed (less than 3 feet off the ground) and the screen shattered. Since I had not yet sent back the Razor M, I just re-activated it and called Verizon to let them know.
Okay, now let’s back track to October 2013. I had to replace another phone on my plan, a Motorola Droid Bionic, and we had ordered a new S.D. card for it. We got the replacement phone and S.D. card, I found out that the S.D. card was a kit that came with a card reader to plug into my computer, however it was also about $55. I sent the S.D. card back and the broken Bionic, and of course tracked both boxes. Verizon received both boxes within a few days, but only inventoried the phone. It took them almost 5 weeks to inventory the S.D. card. I had them charge the S.D. card to my bill, but since I had sent it back, I paid the bill less that amount, about $55.
So I had communicated with the financial services department about waiting for the $55 credit, in the event there was some kind of an issue. Even though I had talked to them right before the lines were all suspended, it was still suspended, and no one could explain why. I have called in since November 11, 2013 and I have talked to several people:
November 29, 2013 – Joanne
December 3rd 2013 – Ashley
December 4th 2013 – Melanie
December 6th 2013 – Maria
January 24th 2014 – Michael
February 7th 2014 – Elizabeth
February 8th 2014 – Amanda
Since then I have talked to another few more people, all of whom have submitted an escalation to a manager to approve the suspension to be removed from my account. We have all heard the term “hotlined”, which is like a big ugly mark on a customer’s credit and it takes 6 months of on time payments to get it removed. However in my case, it wasn’t even my fault, the company admitted that they messed up and interrupted my service and although they promised over 7 times to get the account fixed, they have still not done it. I still paid the November and December 2013 bill, and the January and February 2014 bill in good faith. Although I have had a number of bills roll over from one month to the next during my 5 year term with Verizon, I have never been in a position where the lines were interrupted due to an error of my own.My service does work, and was turned on right away when I called on November 11th to find out why it wasn't working, that is how I found out about the hotline, talked to a manager and they said that due to it being Verizon's mistake, the hotline indicator should be removed by December 1st, it was not and still is not.
I have never asked for the company to reverse the mark on my account until now. How is it that Verizon and other companies like them can hold the threat of an early termination fee over the customer’s head, so that if the customer makes a mistake they are in fear of doing it again for fear of being interrupted or disconnected? However the phone companies aren’t held to a similar standard? If the wireless phone companies (whether holding a contract with a customer or not) are not held to a level of responsibility when they make a mistake, then why should the customer?
So it has been over 3 months since my account was hotlined and the mistake was made. I have continued to make my payment and even kept my service with them, despite the fact that my contract is over. Because of the hotline I cannot use the edge program to get a new phone and I cannot bill anything to my account until the hotline is removed. As I understand all it takes is a manager to sign off on some document and the hotline indicator is removed. If that is the case, why has it taken over 3 months, and over 8 phone calls and nothing has happened? I just talked to a representative this last weekend in the loyalty department and I have given the company an ultimatum – either get the mark off by the next bill, coming out March 2nd 2014, or I am done with the service.
I would rather have to purchase a phone outright from another company, and get on a prepaid plan than to bend to accepting the responsibility of the hotline on my service when it wasn’t my fault. I also cannot stand having to switch companies, but in a case like this, I would be a hypocrite if I didn’t.

Well the term "hotlined" I have never heard before. In any case many states (like NY) just passed regulatory powers to the State Public Service Commission of which it may be called something different in your state. You could file a complaint with them. Or file a complaint with your state attorney generals office, they also take on wireless providers.
The problem here is the staff you speak to are poorly trained, in days gone by it took one call to them and they pulled up your account and see the error and had the authority to remove any errors. They did not remove legitimate account actions, but used their heads instead of putting a customer off or worse lying to the customer.
Its a shame you have to go through what you going through.
Good Luck

No Phone Line and Broadband Speed at 0.2 - Not hap...

Afternoon,
I ordered the phone, TV, and Broadband with an activation date of the 5th December. I then received a text message to advise that a phone line engineer will visit between 1pm-6pm, I booked half a day off work but no one got in touch.
At about 7pm I checked my phone line and the line was dead.
I then phoned through to see what was happening and the customer service kept putting me through to the wrong teams and from my mobile I was on the phone for just over an hour.
I am not happy that I had to make this phone call from my mobile when the line was meant to be sorted. After speaking to the delivery team, he advised me that an engineer did come but didn't need to come into the property and the phone line should be working.
NO communication about this on the day and after checking this with the engineer he advise he would raise a fault after we went through some tests.
we are now Tuesday the 11th and I have not heard back.
I assume from the fault on the line I am only getting 0.2 download speed on my Internet and the broadband line keep disconnecting and reconnecting again.
As mentioned before being a new BT customer my experience has not been very good at the moment and I hope you can put this right.

The link on my signature, is just a collection of my own help pages, the links below come directly from BT, so you should be able to use them.
You should be able to run a test on your line from this link from the BT website.
Reporting Phone Faults
It does sound like there is one wire disconnected somewhere, as broadband will just about work under those conditions.
It would be best to do a couple of checks yourself, using this BT link, to make sure the problem is not within your own wiring.
Fixing phone faults
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.

New phone line and broadband, massive noise margin...

Hi, being a long time DSL stalwart a recent move to a new property has meant I've needed to switch over to ADSL instead and thus far it's proving to be a bit of a mare!
I waited a month for the initial installation engineer who promptly never showed anyway, no bother I thought, the hub turned up and I installed it myself and it promptly didn't work It soon became pretty apparent that the phone line was completely dead even from the test socket. A few phone calls later and the phone line is working much to my delight. The broadband is another story though, initially it still couldn't connect but later in the day it managed to get going. However it's excruciatingly slow with an average of 20 to 30kps throughput and substantial packetloss. Also worth noting is that in this new property, only the master socket actually works, this place has 4 other sockets dotted around all of which appear to be dead, could these be part of the issue? Does using the test socket completely cut these out and rule out bad wiring? Just to add, at 13 hours connected the adsl status is pretty much the same and I couldn't notice anything on the BT line noise test number.
I'm not familar with the workings on ADSL lines but I'm guessing the root of the problem is down to a wildly varying noise margin both up and down. Down fluctuates between ~2 and 20 within a matter of seconds and up gives some numbers that defy belief. Now the line was originally activated on Wednesday, actually kicked into life sometime on Friday and the router has been connected for 13 hours now, whilst it's still early days and things should bed in more, I assume I'm right in thinking I should be alarmed at how bad a line I'm starting out with? And should I be directing my ire at the builders or BT?
Any help and suggestions will be hugely appreciated!
Cheers!
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as it is a newbuild is the master socket inside your home or outside like this
connecting to the test socket will eliminate all your extension sockets and should be your best connection. if you are not in the test socket could you try it and post new stats please
with your attenuation I would expect a connection speed of about 18mb when you get this fiixed
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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!
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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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Nuisance phone calls offering broadband.

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