Phone Line Crackling

Hi
I ordered BT infinity and was installed in December, however since its been installed i have noticed my BT hub going offline and online several times a night which is infuriating. I noticed that the phone line now has a crackle on it, ive read a few things on the board that im going to try tonight plugging into the test socket and trying the phone on another port. however im wondering whether its normal practice when getting infinity that a new faceplate to be installed as part of the package. I was not given the option i was told that everything could be done without a site visit. I know my mother in law had a similar problem with broadband going off, she had to pay £35 to get someone on site to put a new faceplate on that apparently fixes this. Wondering why we have to pay an extra £35 that should be part of the job surely.
Ive been told no line faults by the chat (surprise surprise) its a bit funny, as i was with EE before and never had a crackle on the line.

you need to try quiet line test from test socket using new filter it is happening more often that infinity 1 is self install and even infinity 2 sometimes the master socket with filter should work ok
quiet line test dial 17070 option 2 best with corded phone if cordless dull hum normal
if still crackle report phone fault to 151
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Similar Messages

Crackling phone line and broadband disconnecting

I'll try and keep this short as i have no intention of wasting another 4 hours of my life trying to explain how disappointed i've been with my BT Infinity broadband.
I have recently come to the end of my 18 month contract so was looking for a new provider. I have been getting speeds of 10MB for a while, when i should be getting much higher download speeds. My phone line has always crackled badly and whenever i use the home phone the router resets itself.
I made the decision that if BT could rectify any problem with my speeds i would stay with them. I have basically been told that the problem is in my house. There is no problem whatsoever with my phone line so any engineer visit would cost me a fortune.
After using the BT line test/speed test it tells me that the speeds between my home and the phone exchange (0.7 miles away) is just under 10Mbps. Does this mean that there isn't anything wrong with the internal set up of my broadband and if so why did none of the several people i spoke come to this conclusion? I've been paying for the 76Mbps service for 18 Months and not one person at BT has ever offered a solution just the same scripted rubbish that it is me that had the problem. Not only have i spent a fortune on the broadband itself, i also bought new phones on the recommendation of another BT "expert".
Solved!
Go to Solution.

I use the home hub 4. Yes it does have a filter on it and then the phone plugs into that. Tried test socket this morning and still getting crackling on the line.
Exchange IRLAM is served by Cabinet 8
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
51.6
35.6
12.4
7.7
Available
FTTC Range B (Impacted)
43.9
25
12.4
6.1
Available
WBC ADSL 2+
Up to 18
15.5 to 20
Available
WBC ADSL 2+ Annex M
Up to 18
Up to 1
15.5 to 20
Available
ADSL Max
Up to 7
6 to 8
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
FTTP on Demand
330
30
Available
Fibre Multicast
Available
Copper Multicast
Available

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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Crackled phone line and incredibly slow BB connect...

Hi
Im having serious issues with my phone line and BB connection. It has been ongoing for some time, roughly 6-8 weeks. The line becomes crackly with noise becoming so bad at times, you cannot hear the other person on the phone. This usually occurs in bad weather.
The BB line however turns on and off frequently, especially at night time. When it is connected the line is very slow and it takes forever to load anything.
Here is some info on our line.
Line state
Connected
Connection time
0 days, 1:44:14
Downstream
320 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)
19.1 dB / 20.0 dB
Line attenuation (Down/Up)
50.0 dB / 29.5 dB
Output power (Down/Up)
14.9 dBm / 12.1 dBm
Is there anything that can be done over the line or must an engineer be needed?

you need to report it to BT Faults on 151 with no mention of broadband in the call
You need to check that the noise is at the test socket to avoid any possible charges
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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.

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.

Ongoing and Unresolved phone line and broadband pr...

I am trying to help my elderly neighbours resolve an ongoing phone line problem. We both keep reporting the issue but keep being passed from pillar to post. We are fairly certain its a line problem outside of the house (we have checked everything we can for them)
The problem is causing terrible crackling on the phone line to the point where they cannot hear people on the phone and their new quality laptop just cannot run. They struggle to get out and rely on their phone and were hoping to order shopping online etc.
So they are are paying £13 a month for no service and they are finding this whole experience very upsetting. We are disappointed with Bts service so far
Can anybody help please ?
Solved!
Go to Solution.

you should be able to report your phoneline fault to 151 but no mention of broadband.
I would just check that the phone is connected to the filter in the master socket to make sure problem is outwith the home and not internal. internal fault could cost you the callout fee
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ADSL problems - Slow - Noise on phone line

Hi, Im hoping someone can help me with Broadband issues I've been having. Ill try and describe the salient points without turning into a rant. Suffice to say Ive had a torrid time over 2 weeks, spending hours on the phone to maybe 15+ different call centre staff and relaying information back and forth between them and 3 different engineers.
Ive recently moved house and about a month before the move I arranged for an 8Mb ADSL connection to be ready for me when we moved in. I was assured that I would definitely have service on this date which was important to me as I am a self employed web designer and rely on an internet connection for my work.
We moved on 11th this month, I plugged the router in and it couldn't connect (orange/purple flashing light on HomeHub 3). After talking to various people at the BT Broadband call centre over a period of a few days, going through basic troubleshooting numerous times it was eventually decided that an engineer be sent. He found the problem relatively quickly, the exchange hadn't been set up for my connection. He set up the connection at the exchange and left with me being able to connect.
I quickly realised that the speeds were very slow (around 0.7Mbps). I left it for 24hrs but no improvement. It also worried me was that I could hear noise on the phone line. The noise is only there when the broad band is connected, a steady fuzzy static. You can also hear the modem on the router dial occasionally like the old school dial up connections. I again phoned the call centre, again went through basic trouble shooting (plugging directly into test socket, different filters, connect computer into router via cable and not wifi etc etc….), and again eventually got another engineer sent.
The new engineer changed my Home Hub 3 for a Home Hub 4, decided nothing else could be wrong at the house end so went to the exchange. He phoned from the exchange explaining that he had sorted the problem (I can’t remember what he said he did as it was beyond my understanding). I was suspicious that the situation hadn’t been resolved though because I still had noise on the line and 24 hrs later I also had my connection drop to 0.13Mbps.
More phoning to call centre folk and eventually engineer no.3 was sent. I have to say he seemed very thorough, changed the master socket (which he told me the previous 2 engineers should have done) and spent a long time doing various tests. It seemed the problem was fixed since after changing the socket there was no noise on the line. The connection eventually recovered after an SNR and IP profile reset to about 2.5Mbps.
The next day though there was again noise on the line. Some crackles at first but later turning into the constant fuzzy noise that I was hearing before. The speed steadily deteriorated everytime the router was re-synching during training and is now 0.97Mbs and I guess on its way down further since the noise is now quite loud. The engineer was kind enough to ring back to check up on the case and when he heard the issue he insisted that it was almost certainly a phone line fault and that I should call 151 to arrange for someone to come out.
Ive spent today being passed to and fro between the phone line department and the broadband department. The broadband department also tell me they think the phone line department should deal with the issue but then the phone line department say there is no problem when they do a remote test so pass me back to the Broadband department. Eventually after speaking to 5 different people today it has been decided that I should have my 4th Broadband Engineer visit me on Monday.
To my limited knowledge and reading on these forums it seems the issue is likely to be a line fault, so it’s frustrating that it’s possible the wrong person might be being sent and the problem will continue.
Any help or advice would be greatly appreciated, as I mention the connection is very important to me.
ADSL Line stats from my Home Hub 4:
Connected Connection time: 0 days, 03:00:05
Downstream: 1.313 Mbps
Upstream: 448 Kbps
BTWholesale Speedtest:
Download speed achieved during the test was - 0.96 Mbps
For your connection, the acceptable range of speeds is 0.2 Mbps-1 Mbps.
Additional Information:
Your DSL Connection Rate :1.34 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 1 Mbps

Obviously you need to get rid of the line noise problem before your internet connection will improve. Normally the advice is to phone 151 and report a phone fault with no mention of broadband. You really now need to wait until monday to see if this engineer visit solves your noise problem
if after the engineer visit there is no improvement then the mods may be able to help
as this is a residential line and is not supposed to be used for business purposes maybe you should consider a business line which gives a better service contract especially as you are self employed
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Phone line corrosion

Hi,I need advice,we had bt infinity installed last year and ever since our phone been crackling we first had an engineer out in may last year who fixed the issue,our broadband kept dropping in between then so i was on the phone to them for 5 months we left it come December last year our phone line became crackling so we arranged an engineer to come out when I phone the customer services he asked us to take out the socket and test our line in the master socket and it was still crackling.when the engineer came out he done some testing never mentioned corrosion in the bt socket and replaced the front plate,now this year jan our phone again became crackling again and another engineer came out and repaired the faulty line beginning of Feb. our phone line become crackling again and we had a engineer out for two days there was a fault outside manage to change some line at the box.this month we had a £99 charge from back in December which the engineer didn't mention corrosion on our socket otherwise I would of got a replacement myself.now I've been on the complaints department I spoke to a guy called mark who was very rude to me and insisted it was our fault he said the engineer didn't say on the report there was NO damp on our walls and no spillages on the socket it was inside the front box? Now how did the corrosion happen I'm sure to my knowledge that them boxes are secure to stop corrosion? Any help how i can fight this?

Hi xxmcvapourxx,
I can take a look at the details of the fault report, if you like? Please could you send me in your details using the link found in the "About Me" section of my profile?
Thanks
PaddyB
BTCare Community Mod
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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 :-)

4 engineers still have unusable phone line

Cutting a really long story short.
Two years I've had a crackling phone line, it disconnects the broadband and it gets worse during damp or raining conditions.
I have had four different engineers all say they did something but it comes back within hours.
I rely on my phone line because I am severely disabled paralysed from the chest down and have an emergency condition which I need to keep in touch with my carers. Currently relying on mobile, but this is unacceptable as signal is getting worse.
Don't like using the disabled card.
Here is what my phoneline sounds like and this is not a bad day. I'm just fed up with it.
https://soundcloud.com/steven-webb-18/phone-line

If you still have problems then repost and mods will help you
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No phone line and often intermittent broadband!

My home phoneline seems to have issues every time the wind blows or we had a spot of rain..I have had persistent problems with both the phone-line and broadband for the past year (having been assured that if we changed to bt infinity that this would help as it was fibre-optic, we changed to BT Infinity at the end of July, but to no avail, we are still having the same problems and percievably worse than before!)
This evening the phone line has progressed from persistently crackling to not working at all, neither recieving calls nor able to make them. I am unable to do an online line check, as we reported a line fault last week over the phone ( a fault was recorded and seemingly resolved to some degree- though the weather was fair at the time) the previous case is still open so i cannot report this further fault. however the broadband ( for once) appears to be working fine.
I am at a bit of a loss as to what to do, every time we call BT we get threatened with a £99 engineer call out and told to call a local electrician (who incidentally won't touch bt wiring as we found when we asked our landlord!) am fairly certain that the fault is external due to the effect that the weather has on the connection we get (either the phone line or the internet cuts).
Has anyone got any ideas suggestions or help?
Thanks!

thanks for the advice, i was just wondering if the test socket can still be an accurrate test if the broadband wire is still plugged in on the face plate, as it appears that if you take the front of the box off there is another bit that might be able to come off too that would disconnect the internet- does this matter? also when i spoke to bt they said that if any fault was found within the bounds of my property that i could be charged- but if the fault is in the wiring connecting the house to the pylon there is no way i could have touched it so how can that be my responsibility?
can you shed any light on this?
thanks!

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.

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
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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.
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