Our phone line is down

Hello there,
I have got a electricity/phone pole near where we live in Battle. Someone crashed into it last Friday evening and EDF contractor has replaced it, but BT have not been to reconnect 3 phones (our next doors, their neighbour's and ours) yet. Is there a way to noify BT or should we wait until tomorrow and see what happens.
Solved!
Go to Solution.

Openreach do publish a number (the one above) for damage to their infrastructure - such as people driving into telephone poles.  It's listed on their web site http://www.openreach.co.uk/orpg/home/contactus/tellussomething/tellussomethingaboutournetwork/tellab...
That number is only intended for infrastructure damage, though.  It's not a general fault line.

Similar Messages

  • Re: Our phone line is down

    My phone line is not working either although my compute is and so is my hub.  However the only help you can get, if you can call it help from this ghastly company, is the stuff delivered by rote from the poor drones in Outer Mongolia or somewhere equally ludicrous who have no power and no authority to do anything for you.  Your phone line will be repaired when BT feels like it and not for your convenience.  Mine has been out since yesterday  and might - if BT feels like it - on Friday 17th.  6 Days and a mealy-mouthed apology on the website if it is over their usual 3 days.  Customer Service.  What a misnomer that is.   BT should be sued under the Trade Descriptions Act for even pretending they give a service.  What it will boil down to in the end is a man with a spanner and a screwdriver at a junction box if this overblown organisation could get its act together.  Fat chance of that.  Good luck, but don't count on getting your "service" restored soon.

    have you tried your phone in the test socket  and another phone is worth trying 
    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’

  • What speed can our Phone Line support?

    We're thinking of going for up to 20mb broadband service, at the moment we're on 8.
    Link Information
    Uptime:1 day, 2:53:30
    DSL Type:G.992.5 annex A
    Maximum Bandwidth (Up/Down) [kbps/kbps]:975 / 3,188
    Bandwidth (Up/Down) [kbps/kbps]:979 / 2,288
    Data Transferred (Sent/Received) [kB/kB]:0.00 / 0.00
    Output Power (Up/Down) [dBm]:12.0 / 19.0
    Line Attenuation (Up/Down) [dB]:17.0 / 33.5
    SN Margin (Up/Down) [dB]:13.0 / 13.0
    Vendor ID (Local/Remote):TMMB / BDCM
    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):4 / 426
    CRC Errors (Up/Down):4 / 3
    HEC Errors (Up/Down):76,838 / 1
    That's our infomation from our o2 Wireless Box, though if we get up to 20mb we're thinking of switching to BT
    Questions:
    What will our estimated speed be? And, how much can our phone line support? Thanks

    Hi, looking at your information and using this http://www.kitz.co.uk/adsl/max_speed_calc.php you should hope to get around 13Mb with an optimum line particularly if the Noise margin (SN Margin) was set to 6dB.
    Yours is currently set at 13db which is why your connection is low, some isp's set this hign to maintain line stability. 
    DSL Type:G.992.5 annex A this tells me your on a 21CN connection that's adsl2+.
    You could also use the BT site http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=25633&s_intcid=con_in... and check your possible/maybe connection.

  • Phone line is down

    Hi,
    When I arrived at home last night at 7pm I noticed I had no broadband, and when I try to use the phone I don't hear anything, the line is quiet.
    Another symptom is that if I use my mobile to make a call to my land line I can hear the dial tones, but my home phone never rings.
    Have also made a test by removing the microfilter and plugging my phone to the socket, and have the same issue. Haven't tried the socket test though.
    Have reported the fault to BT but they're not sending anyone until tomorrow afternoon. That's almost 48 hours after the fault has been reported, this is quite frustrating.
    Anyone figures what might be going on?
    Thanks.

    It sounds like your line's broken somewhere. 48 hours is about as good as it gets for residential customers.

  • Finding out when phone line is going to be fixed

    Along with quite a few people in Clapham, our phone line is down, and has been since Wednesday. So far, I've been told that it will be fixed by the 21st Jan! In the mean time, I'd like to find out 1) what the problem is 2) a realistic time frame for when it will be fixed. Does anyone know who I can call to find this out? I can't track the fault on BT's website because it keeps crashing.

    Hi
    The only real ways to get an update is 1. Via the fault tracker or 2. Call  0800 800 151 and ask for an update. (or 0330 123 4151 from a mobile)
    (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.

  • Phone line down 4 times in 4 months

    My phone line is down yet again. I dont know why I am surprized this is the fourth time its gone down in four months. Exactly the same problem every time. The broadband infinity is working fine, but the phone is kaput, although you can usually ring out no problem. But incoming calls are either not heard to ring at all on our end, although the other end may hear ringing as per normal. At our end the phone call either just pops up on the phone screen saying some has just called, or more usually it just does not register as having any calls at all.
    Also the phone itself usually announces the start of it going wrong, with a continous shrill ringing, not at all like its usual ring. With this phone you cant even individualise the phone ring at all, but even with phones that you can do this with, this ring is unlike any of those on offer. I is a continous 'fast' ringing. Not 'ring' .... 'ring'  it goes goes 'RINGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGG.'  Until it is un plugged
    This has happened every month for the last 4 months.  The line was fine when i was on BT  ADSL broadband. Since i went on to infinity in the summer this has started. The first time it happened, an engineer came out after 10 days of nothing happening. He looked at the phone socket, the junction box outside our house, he tested the line all to no avail. After half an hour he said that there was a fault on our line and that he had to go to the main exchange and move our line over to another connection. After he did this we were ok for an entire month. Then it happened again next month, then the next month, and now it has started again today. Each time the line is down from 6 to 10 days.
    I would like to know how to go about getting a refund claim for the phone line. I wish we had never changed to infinity now. The internet is fine, but it just seems to have messed up our phone very badly. Has anyone else had any similar experiences. ?
    Quis custodiet ipsos custodes?

    If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to find out what is going on, and escalate the problem.
    They can be contacted using this link BT Care Team
    They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
    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.

  • 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
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • No Landlines Service Since 8/30/2013 @ Pm est. and still no phone line

    My landline has not worked since 8/30/2013 at 4 Pm est. and still is not working to this day! I live in Hopewell Va and because my phone line is down I have NO INTERNET and the Verizon Customer Service Is NO HELP, I have been a loyal costumer since 2007 and I can't believe that NO ONE IS AVAILABLE TO FIX MY LINE Until 9/4/2013 totally UNACCEPTABLE!!!!  I called to report the problem and that automated system was not helpfull, it took me 30 minutes to talk to a REAL Person and even they gave me the run around due to the problem no fault of my own it is VERIZON'S Issue and they won't fix it until 6 days from the day I reported the problem, 6 days with no landline phone and NO INTERNET there is some serious issues with this.  Verizon Has Dropped The Ball!!!!!

    Hi Exingentcircumstance,
    Welcome to the community and thanks for posting!
    Sorry for the problems you're having with your broadband speed.  I can help you from here.  To get in touch, click on my username and under the section "about me" you'll see the link to "contact the mods".
    Whenever we've received your details we'll take it from there.
    All the best,
    Robbie
    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 needs "waking up"

    Followingmonths of trouble three years ago our problem was solved by an expert here and the Care Team sohoping someone can help here.
    Our phone line went dead yesterday. Panic. But the broadband was fine. So we went through the usual in house test regime and all seemed ok. I called my daughter on the mobile to tell her and asked her to try and call in. Yep, it worked. My husband then picked up the phone and hey presto - dialling tone. This has happened several times during the day. Line goes dead - I call in on the mobile- answer my own phone - out line is restored. It's as if the phone line dozes off and needs waking up. Haven't called the fault in yet as it's Sunday and  I thought maybe there's a very simple solution out there. And it does sound totally bonkers.
    Hoping for a magic solution or failing that advice.

    Hr (high resistance) fault on the line or a slight break in one of the wires. Dialing in causes voltage to be applied down the line to ring your phones. This can temporarily fix a hr fault.
    Could be something else mind you like faulty exchange equipment.
    Get an engineer out to check.

  • 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.
    (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.

  • New Build Phone Line Problems

    I've been converting an old farm building over the last nine months.
    In September last year I contacted OpenReach to start the ball rolling on getting a phone line and broadband set up.
    I sent in all the forms, site maps and co ordinates of the nearest telegraph pole, they in turn sent in all the ducting for us to prepare the site for their arrival nearer the time.
    I gave BT notice that we were moving out of our old home at the beginning of May and told them to make arrangements to process the line for the property we had converted. All this was confirmed as to be done on 1st June.
    I received a phone call the week before from the bt engineers to say that they had the job down for 1st June and wanted to know which telegraph pole the line would be taken from, I confirmed all this with them and waited for 1st
    June.
    We dug the trenches , placed all the ducting and generally prepared the site.
    The day arrived - the automated system said that they were booked in for the 8am to 1pm slot - as the morning progressed I waited and periodically checked the line - still due to come for 1pm.
    At 1.15pm I tried and eventually succeeded to speak with someone who could tell me straightaway that nothing was going to happen.
    I'm ashamed to say ,I went ballistic. We were counting on the line to be installed so that we could complete all the yard work the following week to fill in the trenches and complete the build.
    The chap on the end of the line then told me that I'd not have an update until Weds 6th June, due to the Bank holiday weekend.
    Weds came , nothing. Thursday came, nothing. In fact I heard nothing until Monday 11th June - already 10 days over when our phone line should have been installed - and that was because I phoned to find out what the hell was happening.
    Holding on the phone for 20 mins whilst the lady went to great pains to sort things out - turns out that the order just hadn't been processed and was never going to get done for the 1st June.
    So , with this in mind , when do you think BT would hurry around to install a job that they should have done at the start of June -  the 29th June.
    Totally disgusted -  I've been let down badly by a company that I've put all my phone and internet requirements through since I've been a homeowner. And whatsmore they couldn't give a toss.
    My response was that this was their problem and that they needed to resolve it immediately - "it's the soonest we can do" At the risk of sounding like a self important oaf -  I went on to suggest seeing as I'd been let down so badly that surely getting a phone line installed in our home was a priority over others. 
    It is not.
    British Telecom , I am just sick of your lack of customer focus/ services.

    Hi I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
    http://bt.custhelp.com/app/contact_email/c/4951
    they normally reply by email or phone directly to you within 3 working days
    They are a UK based BT specialist team who have a good record at getting problems solved
    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’

  • 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 cancelled

    I set up a BT landline in my flat along with broadband about 3 months ago - after taking a month or so to finally start working we were quite pleased with the service until a couple of weeks ago when we recieved a letter saying that somebody had requested our number and unless we called within 3 days our account would be cancelled. We duly rang to say we did not want our line cancelled and thought that was the end of it, until 3 days later our phone line and broadband were cancelled. 2 and a half hours later, having spoken to at least 15 different people from numerous departments (all of whom were extremely unhelpful - some even told us we would have to pay a years line rental again!) we were told that our phone line would be up in 3 days and our broadband in 8 - no explanation for why we had to wait so long.
    The phone line came back on in three days but eight days later there was still no broadband - we were told that the engineers couldn't find our postcode (the same postcode on our account and used to re-install the phone line) so it would be three more days. It has now been five and no help has been forthcoming and we are still without the internet. The problem is getting absolutely ridiculous and we are extremely annoyed with the service that we are paying for but not recieving.

    SEB wrote:
    I set up a BT landline in my flat along with broadband about 3 months ago - after taking a month or so to finally start working we were quite pleased with the service until a couple of weeks ago when we recieved a letter saying that somebody had requested our number and unless we called within 3 days our account would be cancelled. We duly rang to say we did not want our line cancelled and thought that was the end of it, until 3 days later our phone line and broadband were cancelled. 2 and a half hours later, having spoken to at least 15 different people from numerous departments (all of whom were extremely unhelpful - some even told us we would have to pay a years line rental again!) we were told that our phone line would be up in 3 days and our broadband in 8 - no explanation for why we had to wait so long.
    The phone line came back on in three days but eight days later there was still no broadband - we were told that the engineers couldn't find our postcode (the same postcode on our account and used to re-install the phone line) so it would be three more days. It has now been five and no help has been forthcoming and we are still without the internet. The problem is getting absolutely ridiculous and we are extremely annoyed with the service that we are paying for but not recieving.
    Hi.
    If you don't mind me saying, this seems extremely weird. What phone number was on the letter to ring ? Was it actually from BT ? I can't say I've ever heard of people being "told" that someone else wants that number and the service would be cancelled if not acted upon.
    There are a lot of unscrupulous people out there, and this sounds like one of them.
    http://www.andyweb.co.uk/shortcuts
    http://www.andyweb.co.uk/pictures

  • Trouble with phone line

    Phone line has been dead since Saturday, had my kids birthday party so didnt realise till very late and was also away on Sunday so phoned yesterday morning and was told that there was nothing wrong with my line. However, it said all day yesterday and now(bt.com finally working after being down all day)that they were looking into a fault and it was still open. Phone line still down, have to turn internet off for them to trace fault so how am i supposed to get intouch with anyone?? Need phone line as I have no mobile apart from hubbys who has it in work so there is problem with my kids in school, they cant get hold of me. I know bt engineer was working on corner of my road on Friday afternoon so dont know if all this is connected as didnt actually use my phone Friday at all. Where do I go from here?? Line makes ringing tone if you are phoning you can hear as normal but the phone isnt ringing outobv because the line is dead, please help

    Have you done any checks on your line to locate if the fault is not within your premises?
    If you go back through the automated system does it say where the fault is located and does it give you an estimated response time?
    (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.

  • 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.

Maybe you are looking for