Phone line dies every day at around 4PM

Does anyone know why my phone goes dead everyday at the same time for about 15mins? I find it extremely frustrating, especially because it even happens when I'm in the middle of a phone call!

If you are having an issue with your Verizon service, you can use the Verizon Troubleshooter to fix and report issues with your Verizon Phone, FiOS TV, or Internet Service, as well as to schedule a repair, here is the link:
http://www.verizon.com/repair
You can find tools on the Verizon Residential Support page that may help you diagnose your issue:
http://www22.verizon.com/residentialhelp

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Hi i am from india and i am using iphone 5 but i have problem with charging last 20 % suddenly my phone switched off every day and som heating when i am using internate pls help me where i can check whether my phone waranty is valid on expire

hi i am from india and i am using iphone 5 but i have problem with charging last 20 % suddenly my phone switched off every day and som heating when i am using internate pls help me where i can check whether my phone waranty is valid on expire

https://selfsolve.apple.com/agreementWarrantyDynamic.do

BIZARRE - Wireless Network Dies Every Day at 4:30pm (???)

This is an incredibly bizarre problem. I've been having problems with my wireless network for about a month or so. What will happen is that when using my Intel iMac, the network signal will increase, decrease etc in the status bar for about a half hour, then eventually the whole network becomes unavailable. The Airport Express light is solid green, but neither my iMac nor my iBook can detect it. I usually work on it in the morning hours with no problem, but almost always this happens around 4:30 pm in the afternoon when I do my afternoon work at home. When it crashes and i type in the name of my network, it just says "error joining the network." The only fix is to unplug the Express and reset it. Doing this every day is getting incredibly annoying. Most times, but not always, I put the iMac to sleep during the day and wake it up between 3:30 and 4:00.
The network will do this other times as well, but almost like clockwork its drops around that time just about every day now. The only thing I ever got that resembled an error message is that once, while using Airtunes, it told me the network stalled.
At first I thought this was the Airport Express hardware. So when it crashed I took it to the Genius Bar and Apple replaced it for me. However,m the new unit exhibited the same problem right away. So it can't be the Express.
Then I thought it was something to do with 10.4.8 because thats when this all started, approximately. So I reverted back to 10.4.7 on both computers...still the same result.
I am stumped and have no clue what is causing this. I've tried changing many of the wireless options in the AP Admin utility but nothing seems to work. I dont know much about manually configuring this stuff (and I dont know much about using terminal commands etc.) so maybe there is something obvious to you 'smarter' people that I simply dont notice.
So it either has to be something to do with a problem being caused from my iMac or my modem. I have no issues using the iBook g4 I use a Motorola Surfboard (SB-5120, on lease from the cable company) which is run directly via ethernet cable to Airport Express. Another coinidence is that I noticed this also happened around the time when Time Warner Cable took over for Adelphia in our area. For the first six months I owned the AX, I never had one problem or had to do any resets.
If anyone has any info on this...PLEASE...any help would be appreciated.
iMac 17" 1.83 GHz Intel, iBook G4 12.1" Mac OS X (10.4.7)

Might have to do with your sleep preferences or third party software programmed at this particular time. Jon

BT Phone Line Order – 9 months of total failure – ...

I've been trying to get a phone line and internet connection from BT installed into a London flat since the 07th of January 2012.
This email/letter does not contain every contact with BT in the last 9 months – as I have not kept records of all the dozens and dozens and dozens of calls, texts, and emails but it is a good enough list to show the general theme of total failure from BT in all aspects of both technical and customer service.
(I have re-written this and removed my 5 or so BT account numbers, the various fault numbers, the dozens of VOL numbers and removed any surnames of people in it in the hope that this will get posted.)
07 Jan 2012
Place first order for phone and internet. BT.com reference: <removed for forum post>.
You can only do Mon to Fri installs. My next day available day off work is 19 Mar 2012 so the line engineer’s appointment is made. 8am to 1pm. I am self-employed and it is not easy to take time off work. In fact it costs me money every time I have to take time off work.
19 Mar 2012
The phone line engineer is late. Arrives after 1pm. He looks at job and says he can't do anything. It needs a new line installed even though there is already a line installed? New line involves a cherry picker and another visit by the line engineer. More time off work. New phone is line installed into flat.
27th Mar 2012
I am informed that the new phone line does not work. Order is cancelled? I get no details on what the problem is and why I can't get a line or what to do next. I have no phone at home so I’ve not tried to use the line; yet BT has already cancelled my Order.
I called ‘BT help; somebody tells me the line is connected to the wrong exchange. I spend lots of time and many calls talking to people in India and I think other parts of the UK. People tell me they are going to call me back and don't. I tried to speak to supervisors in India but nobody returns calls. I’m getting nowhere for weeks and weeks. I give up; it all seems too hard…
7th June, 2012:
Over the internet I place a new order with BT for phone line and internet:
Your order number is: <removed for forum post>. Phone number: <removed for forum post>
6th July:
BT infinity engineer appointment. 8am to 1pm. He is late. After 1pm. He arrives, looks at job and says he can't do anything. He says the phone line does not work.
I inform him the order I placed with BT is for a phone line and internet. He says there is nothing he can do as he does not ‘do’ phone lines. Another day off work. Lost wages, lost time.
No phone & no internet.
Fault is raised:
Date closed: 6 July 2012
Fault/VOL number: VOL012-<removed for forum post>
Open Product affected: Phone fault
Telephone number: <removed for forum post>
Lots of calls to BT. But getting nowhere at all. They tell me there is no fault on the line but will send an engineer that I might have to pay for.
8th July:
Phone line engineer arrives 8am to 1pm. He is on time. He informs me all the existing work is incorrect. They have connected all the equipment to the wrong exchange. It should be the Putney exchange but they have attempted to hook me into the Wandsworth exchange - which won't ever work. Still no phone & no internet. He raises a fault number: LS6 W80 <removed for forum post>
10th July:
9am call from Open Reach engineer. This is not a scheduled appointment. I've had no contact from BT. I am at work. He does not know the problem or the fault number. I give him the fault number and call him back 90 min later. He confirms that I have been connected to the incorrect exchange and cabinet? He can't do anything to fix the problem.
I want somebody to call me with a solution.
I don't want to talk with more people in India who can't help me or even understand the problem. How can this be such a failure?
I use website to email in a letter with the entire listing of existing fault details/number, order numbers etc.
Thank you for your enquiry. We will respond to your enquiry as soon as possible. Please make a note of your enquiry reference number and use it in further correspondence.
Your enquiry reference number: 120710-<removed for forum post>"
One of the issues I am finding is that BT does not link previous faults with new ones, or previous Orders with new ones, or previous Customer Numbers with new ones. Every time I speak to somebody they cannot find any details of the history of these problems so far. BT keep on cancelling my Orders and placing new ones; raising new faults etc. But nothing is linked and when I speak to people for help they can’t see any of the history of the line, faults, address, etc.
19th July, 2012:
I get an email from BT. They have cancelled their own Order again.
Order cancelled. Your order number is: BTCAA6<removed for forum post>
Dear Mr HUNTER, We confirm your broadband order's now cancelled.
23rd July, 2012:
Email from BT as they re-raise a new Order:
Your order number is: VOL012-<removed for forum post>
Check out your account and more about your service
Phone line starts(SL-N)
Phone number: <removed for forum post>
24 Jul 2012 before midnight
Track your order - you'll need order number VOL012-<removed for forum post>.
24 July, 2012:
Email from BT as they re-raise a new Order:
Good news Your order number is: VOL012-<removed for forum post>
Dear Mr. HUNTER, Your phone service is ready for you.
BUT IT IS STILL NOT WORKING..
Sometime around this date BT Priority Help gets involved and lots more phone calls ensue.
27th July, 2012:
After I talk to priority help line and say please don’t waste our time anymore with line engineers that come around and say ‘we can’t do anything’.
BT Priority Help book another engineer visit & we need more time off work again.
The next line engineers visits and he says it is the same problem. He says he can’t do anything. He says it is connected to the wrong exchange. And leaves.
He says his manager will call me. Fault Number: LS6 WPE <removed for forum post>
28th July, 2012:
Call from somebody from BT asking about my street address.
They say the address might not be correct.
29th July, 2012:
Next day call from Franz’s, fault line engineer manager.
He says:
A new order is going in.
Equipment might not be installed in correct place. Correct place should be CAB7 PCB 7 Putney.
Some part of the equipment might still be pointing to Wandsworth.
A new order to the exchange is being place to do it all again.
The address BT has for this flat will not be the problem as it is a new line installed by BT.
I need to wait till Tuesday and see if it works.
A New Order is booked; again.
Monday 30th July, 2012:
I call the priority help line and COMPLAIN again that BT are getting nowhere.
I explain that whatever you have been doing since MARCH 2012 to get this line working HAS NOT WORKED. I repeated what one line engineer told me that it might need to be connected to another exchange. Not WANDSWORTH & NOT PUTNEY but one called PUTNEY/CHISWICK???
I explain to somebody from BT Priority Help Care the days and days and days I have lost trying to get a phone line and internet installed into this flat…
I get a call back 30 min later.
Lady on the phone tells me that all the previous 5 orders have been placed with Wandsworth phone numbers. She has created a new Order, Order number 6, and it is an Order with a PUTNEY EXCHANGE phone number because all the other orders have been for a mix of the wrong exchange and all have used WANDSWORTH EXCHANGE phone numbers – which would stop this working even if the line and equipment was connected to the correct PUTNEY exchange…
1st Aug, 2012:
Text message from BT saying they are having "systems issues trying to correct and update data in the background, and exchange problems".
Monday 6th Aug, 2012:
Voice mail from BT priority care team: Informed "Problems with Engineering and Exchange. They will call back on the 08th of Aug."
14th Aug 201:
Emails arriving saying that your new line is now working.
But it is not.
6pm - ish I am called from BT Sunderland priority help care. Lady does not know the details of the case. She tells me the line should now be working.
I explain there isn’t a dial tone.
She tells me there is an address problem. Probably.
I explain the 8 months of issues I have been having.
She tells me to not get upset. She doesn’t know anything about this case.
She tells me “It can actually take up to 12 months to get a phone connected in London”.
She tells me “that it can be very complex to get a phone connected”.
She tells me there is a long winded email attached to my case. I tell her that the ‘long winded’ email she is reading was written by me in an attempt to show all the problems in the last 8 months IN ONE PLACE – something BT seem incapable of doing.
She tells me I have to wait 10 days until the address team finish their address checking.
I explain to her that the line engineers have told me it is not an address problem.
She tells me there is nothing she can do.
28th Aug
BT priority Care called me. Told me that they are still waiting for results from the Address Team.
29th Aug
BT priority Care called me.
Told me that it is connected to the incorrect exchange now. Wandsworth… The same thing I was told last March.
I got ‘annoyed’ and tried, again, to explain the entire story to the lady on the phone.
She told me she cannot see any records of my orders back to January.
She told me that she didn’t understand what the problem is, and that the records they have shown the line was working in Aug...
I asked her to get her manager to call me.
No manager called me; instead I get a call back from the same lady later in the day. She is trying to help but we are still getting nowhere. BT Priority Care are just trying to do the same things again, that have failed multiple times in the past. They have no solution because they do not know what the problem is?
30th Aug 2012
BT priority Care called me; lady might have been called Sharon? Another lady anyway.
She tells me a new order is going to be placed to get the line connected back to Putney.
I ask to speak to her manager. She says she will call me back.
She calls me back and tells me that her manager Kelly W<removed for forum post> a BT Priority Care Manager Sunderland(maybe?) is going to call me before 6pm. This is the 3rd time I’ve asked to speak to a manager at BT Priority Care. Nobody calls me back.
All I get from BT since March are people trying the same failed thing, again and again.
Now they want to check with the address team. Again.
Now 6 months later after getting it connected to the Putney exchange, they want to put it back to the Wandsworth exchange, where it was originally – and never worked? I question this decision? I ask why this is going to fix the problem if it is the opposite advice to what every line engineer (5 of them) has ever said. I get told that nobody can answer that question.
Friday 31/08/2012
Another set of emails and text tell me I have a new line that is working.
But of course it does not. The phone line is dead. No dial tone.
Phone number is: <removed for forum post>
VOL012-<removed for forum post>
Monday 03/09/2012
All the BT priority care line numbers with the PIN numbers I was given have stopped working.
I can’t make a call to get through to the BT Priority Care Team anymore.
So I phone the normal BT help number…
An automated system tells my phone number is on exchange that is having a high level of faults for the last 2 hours and then it automatically disconnects my help call.
I phone back again and I have to NOT give my phone number for about 4 levels of automated systems to get to speak to a person. This time get through to a person. In India.
I ask for help trying to get put through to the Priority Help Care Centre in the UK. I am informed by somebody in India that all BT Priority Help Centres in the UK have been closed for good – since last Friday. I have to explain, again, the now nine months of trying to get a line connected – to the Indian help desk. I told to wait while she speaks to her supervisor.
I get put through to a different BT Priority Help Centre in the UK. Not Sunderland.
I speak to a man. He says he will email the Sunderland Help Centre and Kelly W<removed for forum post> and get somebody to phone me.
I ask him for advice on what I should do to try to get a phone line connected – after 9 months of trying. He says he will try and escalate it but he does not want to step on other peoples toes?
I ask him to CC in the CEO of BT to the email he is going to send to Kelly W<removed for forum post>. He thinks I am joking….
It is Wednesday night of the 04th of September 2012
Still no call back from Kelly or anybody from the Help care team. This is the 4th time I’ve requested a call back.
And now my PIN numbers for the priority call number have been disabled so I can’t call them.
Of course; why would you expect anything less?
LETTERS OF LATE PAYMENT:
In the last 6 months I’ve got multiple letters from BT telling me I am late in paying for my line service. I get ‘account overdue’ letters even though I prepaid the 12 months line service in advance for a line that has never worked.
SADLY:
There are phone lines in the flats below me, either side of me, and all down this entire street.
There are phone lines all over London. There are phone lines all over the UK.
But sadly not one that works in my flat. I’ve been without a phone or an internet connection since I moved in. 9 months ago.
MARS:
The Americans have flown a Mars Rover, which weighs a ton, from the Earth to Mars, landed it, and driven it around a bit – all on another planet - in the same time BT has failed to install a working phone line into a flat in central London? I wish it was this funny..
GIVEN UP:
So now I give up. My endless frustration at BT’s total lack of anything even close to coordinated fault tracking or anything like co-ordinated customer care service isn’t worth the time or stress any longer. 9 months of stress, lost wages while I’ve waited at home for engineers, and countless hours and hours of my time wasted on hold or speaking to people that can’t help.
YOU SUCK:
BT you are the total pits.
I don’t think you could suck more.
Some of my account numbers have been GB 1084 <removed for forum post>, GB 1099 <removed for forum post>, GB 1038 <removed for forum post>, GB 1105 <removed for forum post>
Dozens of other reference numbers: <removed for forum post>

Further onwards (actually downwards or backwards):
I did respond (last week) to the request to contact the forum moderators directly and was told that that they could not help because this is now being referred to Ombudsman.
Thanks for the offer of help anyway.
Two days ago I did receive another letter from BT. Dated after I was told that I would never get another letter from BT asking for payment for something that was never done. "You will never get another bill". I get another bill.
So more, painful, calls to BT in India. Have to explain the entire 9 month situation again. More wasted timed.
Asked to wait while supervisor is contacted.
Told she can't help but I should call this number: 0800 169 4109.
Which I did. But of course that number requires a number and a pin. And they don't give you a pin number. So they have effectively just cut me off.
So I have to start the entire 'call for help about this bill' processes again.
(Don't forget I've been talking to BT now since January 2012. 9 months, coming up to 10 months and I still can't get a working phone line and I still can't stop getting bills for something that has never worked).
Additioanlly on top of getting sent another late payment letter I’ve see no letter regarding the ‘Deadlock’ process between BT and I – as ‘promised’ by BT. I was told, verbally, the letter would go out last Monday. It is still not here. I want to know if the process has began. So I try to get help with that on BT Help Chat.
My goal in the chat below was to:
1. Get help with the Ombudsman process. I wanted to know why I had not received a letter from BT as I was told I was going to on the date I was expecting.
2. Get a phone number to speak to somebody about the Ombudsman process that BT had started.
3. Find out why I am still getting late payment changes for a line that has never worked - in the 9 months since the initial line order was created.
I was not given a number to call for help. Claire, the Help Chat lady, would not give me the number.
I was told I was going to be 'called back,' which I was not happy with as I know from 9 months of past experiences with BT that I will not be called back.
Sadly I was getting very frustrated by the end of the ‘Help Chat’. 9.5 months of tryign to get a phone line working in Central London has left me a little stressed...
Please note that today is the day after the chat transcript below. While Claire was trying to be helpful:
I was not called back. I received no help regarding getting details on what stage the Ombudsman process is at and what I have to do next.
9.5 months now. No phone line. No solution. Lots and lost of endless frustration.
Days and days and days of stress and my own time and hence money wasted.

Pixelation on only 6 premium channels around same time every day

I've had a couple of different problems. The newest problem is pixelation on 4 Starz Channels and 2 Encore channels. Happens every day around the same time and the whole weekend. So basically when I want to watch TV. Called twice in the beginning 6 months ago and after service over phone had me check things etc. told me they had complaints in area and they were aware of it and were fixing it. I'm pretty busy and very patient, so finally a few days ago, I had it. Called again. They had me do the same checks etc. Scheduled Tech to come out the next day (Sat) and because of an additional problem with a mitel voip phone not working with westel box the Tech was suppose to bring the latest edition of the Action Tech box (which they were suppose to give me at installation 2 yr ago but the Tech didn't have one on the truck) and I was hoping he would be able to fix both problems. However, Tech came out and had given the last action tech box to previous customer right before me (again) so I'm still daisy-chained with Dlink and westel box just to get me working. But interest thing is I have 5 TV's in my house all hooked up and they all have this problem. Tech told me that the installer who worked my house used 3 or 4 splitters and at the most they should use two. I've had Verizon when it was DSL so for a long time. Guess they didn't change out my box on outside of house either when they installed me. So now I have a complete re-install suppose to happen just to get me corrected. So for two years I've had no guide, no VOD or any of the other features offered. The pixelation thing is fairly recent, like 6 months ago. I just hope someone will just get me fixed. I am tired of just putting up with this. I've printed off the different helpful things ya'll put on here and have folder so I can at least show the guy when he comes out. I have two of the 5 TV's that are HD so want to upgrade the boxes on them and wondering if they shouldn't just upgrade the others too while they are out here. Any suggestions or thoughts on if this will actually correct my problem or how I can just get everything upgraded to the newest since I've put up with this for so long?

Hello Cgsheridan,
Sounds like there are 2 different issues here. One is order related the other is technical. To upgrade the set top boxes an order will need to be placed which we can assist in getting you connected with an order specialist if you would like. As for the router replacement and cabling issues that will need to be done on a repair ticket. I will send you a private message to get more information to start the process.
Thank you
Mike_VZ
Verizon Support
Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms of Service, or your Customer Agreement Terms and Conditions or Plan.

I have a new I phone 5c and every few days the screen icons get bigger , almost like the don't fit the screen anymore. I have to shut phone down , why is this

I have a new I phone 5c and every few days the screen icons get bigger , almost like the don't fit the screen anymore. I have to shut phone down , why is this

probably your zoom is on. try double tapping with three fingers on your screen, it should go back to normal and then goto
settings>general>accesibility>zoom and disable it

My phone suddenly dies around 30-40%. how can i fix this?

my phone suddenly dies around 30-40%. how can i fix this?

This is a software issue with iOS7 I also have this problem so I feel your pain especially when you plug your phone back in and it's back to how it is. Not 100% on how to fix it but I just live with it.

It has now been 8 days without a phone line

Hi all,
It has now been 8 days since I've had a working phone line.
An engineer visited a couple of times over a 4 day period and said he had located the problem. He left 4 days ago and nothing has been done since and I've had no correspondence from BT and still no working phone.
It isn't just affecting me but also many other households in my vicinity. I would have thought they would have prioritised this fault, especially as there are several vulnerable OAP's affected and we're in quite a rural location.
Does anyone have any advice on how to get this escalated to someone who has some authority and could perhaps give the technical support team a kick up the butt ?
Many thanks for any help
Martin

The network is provided and maintained by Openreach not BT retail your provider if there are many people suffering from the same problem then it is obviously a major network problem and it will take a longer repair time then normal there have been a lot of cable thefts across the UK you may well be suffering from one of those problems have you checked the fault checker in your MY BT for a progress report
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’

My phone is stuck between off and on. It has a white, slash circle going around and around. The button on top doesn't seem to do any good. The phone is only 31 days old. Please write back, I can't use it to even call in an emergency. Thank you

My phone is stuck between off and on. It has a white, slash circle going around and around. The button on top doesn't seem to do any good. The phone is only 31 days old. Please write back, I can't use it to even call in an emergency. Thank you

I had major issues with the iPhone 4s battery, however it’s resolved.
The tech who set the phone up at the Apple store did so with little training.
if you have a mobile me account. First go and move all your data to the cloud by going on your computer and logging in at me.com/move. The cloud has replaced mobile me, so there is no need for those two accounts
Also make sure that for any of your email accounts you set them up to fetch, not push. My tech person set them all to have the email servers push data to the phone. The new iphone4s antenna is extremely strong so it will continually try to access stuff that is pushed–***** a lot of battery life doing this. It makes it worse if you have exchange 2010 accounts. Something about changes made to exchange really suck battery life from devices that access such accounts.
turning of locator and the push notifications from facebook--they have a lot!

Mouse/keyboard freezing machine around same time every day

Using a silver tower G5 here and around the same time every day for the past week I've had to power down the machine. The mouse and keyboard just freeze. About a week ago we did put this on a KVM to switch between this and a G4 connected to a SCSI scanner. The KVM has only PS/2 ports so we're using the Belkin Y PS/2 to USB adapters. The problem seemed to have started a day or so after starting to use the KVM but I'm not sure if this is related to the freezing problem. Here's what's in the Console around the time of the freeze:
Mac OS X Version 10.4.8 (Build 8L127)
2007-03-06 12:18:21 -0500
2007-03-06 12:18:22.606 SystemUIServer[76] lang is:en
Mar 6 12:18:26 metros-power-mac-g5 ntpdate[105]: no servers can be used, exiting
Mar 6 12:18:26 metros-power-mac-g5 VersionCueCS2Daemon[167]: warning: VersionCueCS2Daemon not started by mach_init process (parent pid: 1)
Mar 6 12:18:26 metros-power-mac-g5 VersionCueCS2Daemon[167]: Unknown plist format in 'com.apple.sharing.firewall' - 'firewall'
2007-03-06 12:19:04.634 Finder[77] CFLog (0): CFPropertyListCreateFromXMLData(): Old-style plist parser: missing semicolon in dictionary.
Adobe LM Service: Started
AdobeLM Service
Power Mac G5 (2.1) Mac OS X (10.4.8) 2.5 GB RAM

Rob Kudyba-
Too many adapters. For troubleshooting purposes can you go with a mouse and keyboard connected as directly as possible?
Do you know what Adobe LM is? That seems to be buggering things up a little.
If you still have the errors after trying it with as few adapters as possible, try repairing your startup disk.
Luck-
-DaddyPaycheck

14 weeks to get a phone line installed - £10 compe...

I moved house on 28/07 and after a huge amount of problems with Orange and after managing to cancel my account with them I ordered BT Broadband and Evening & Weekend Calls on 07/08/12.
I get 3 emails confirming my order, thanking me for choosing paperless billing etc.
My initial engineer appointment was on 14/09/12 which is 5 weeks and a long time. To quote BT: “It usually takes 15 working days from when you order. It can take longer but this is very rare.” (http://bt.custhelp.com/app/answers/detail/a_id/8317/~/how-long-will-it-take-to-install-a-new-line%3F)
I get a text and an email on 12/07 to remind me of my appointment between 1pm and 6pm. So far so good.
The router gets delivered at 12.30am. This is promising.
The engineer comes at 13.30pm, installs the BT Open Reach box in my flat and then asks me if I can open the electronic gate next door as he needs access to my neighbour’s pathway to activate the distribution point. I tell him I cannot as it’s not my building. We try the trades button on the door system. It doesn’t work. We try pressing random house numbers on the door system (there’s no flat numbers on the building) to see if someone’s home. Nothing works. I phone my landlord who tells me this is a council building. No one is coming in and out of the building/gate. After about 30 minutes of trying and waiting I tell him just to use his ladder and climb over the gate (it’s about 6 foot) and activate the distribution point. I’ll take the blame if someone complains. It shouldn’t be a problem as I live next door, I’ve got a BT Open Reach engineer with me and we have a perfectly valid reason to do it. He tells me he can’t do that because of health and safety riles and trespassing laws. Fair enough.
The engineer leaves but before he does he tells me that when I’ve got access to the pathway BT would be able to send an engineer within 24 hours to activate the distribution point. He also tells me there is no need for me to be there the next time as all the work inside is completed and the only thing that needs to happen is for someone to activate the distribution point which is located on a wall on my neighbours building accessible from the pathway. He points it out to me and there is indeed a black box on the wall which can be reached using a ladder in the pathway.
I phone BT to see if anyone can find out how to get access to the pathway as I assume that if BT has installed a distribution point there they must have a way for them to get access to it. Especially as the engineer told me there are 3 lines in my building so this must have happened before. I was wrong. I have to argue with the customer service person with a very poor command of the English language for 30 minutes. He doesn’t know what “the council” is and doesn’t understand whatsoever why I –and I quote- “Can’t just ask the neighbour to let the engineer in when the next appointment has been made”. I try to explain to him there is an electronic metal gate with a call system and I am unable to call anyone as there are no flat numbers on the outside of the building and asked if he was suggesting that I wait all evening after work until someone comes out and that even then, surely I can’t ask my neighbour to stay home to let a BT engineer onto his pathway because I am trying to get a phone line installed. He then presented me with another option: “We can install a new line from the road but this is chargeable by £350”. After 30 minutes of this and asking to speak to a manager several times –which was refused- I had enough and hung up.
Determined to get the problem resolved I rang again and got someone else on the phone. She was quite sympathetic and advised me to phone the council and see if they can help. She confirmed that I didn’t need to be there for the next appointment if someone could give the engineer access to the distribution point as all the work apart from the distribution point activation was complete. By this time it was 4pm on a Friday and she promised to call back at 4pm on Monday.
I called the council right away but they said the caretakers had gone home as it was late on a Friday and advised me to ring back on Monday.
I get a text from BT: sorry we missed you appointment etc.
BT calls me on Monday morning 10.30am asking if I’ve sorted it. I tell the person I was expecting a call from them at 4pm and therefore I hadn’t rang the council yet. He promises to ring me back on Wednesday at 10.30am.
I call the council later that day; they’re not very helpful and advise me to call them again on Tuesday.
On Tuesday they log the call and lo and behold. Wednesday at 8.30am, the caretaker calls me, gives me his mobile number, tells me the trades button on the call system will work before 9.30am and they can give them access remotely. If they’re coming after 9.30am, the engineer needs to ring him an hour in advance and he’ll come to open the gate. We’re getting somewhere.
I don’t get a call on Wednesday 10.30am.
I call them myself that afternoon and explain the above. The guy says he’s written it all down, everything will get sorted and I’ll get a text with the new time and date.
Someone with a very poor command of the English language phones me on Thursday. I asked why she is ringing me. She says it’s to makes an engineer appointment. I tell her she doesn’t need to ring me as I don’t need to be in the property and they should all the information needed as I called them the day before. She doesn’t have a clue what I’m on about. I tell her to read out what she has on her screen under the notes as I now don’t trust that the person the day before has written it down properly. She once again doesn’t have a clue what I’m on about. I ask to speak to her manager. She says he’ll call me back. 5 minutes later he does. His English is excellent and he seems to have found the notes and knows exactly what’s going on. This is encouraging. He says the first appointment they have is 03/10 (it is now 20/09) but he’ll make sure they get it earlier and he’ll ring me back. The first person that hardly speaks English calls back. She says the appointment will be on 03/10 between 8am and 1pm. I tell her that her manager told me he was going to make sure it was going to be earlier and ask her why he lied to me. She doesn’t understand what I’m saying. I try to explain to her that trades button on the call system will work before 9.30am and they can give them access remotely but if they’re coming after 9.30am, the engineer needs to ring him an hour in advance and he’ll come to open the gate. She doesn’t understand what I’m saying. I ask her to get her manager to ring me back as he speaks English. She says he’ll call within 15 minutes. I get a text 5 minutes later confirming my appointment for 03/10 between 8am and 1pm.
On 02/10 I phone the caretaker in the morning to let him know they’re coming on 03/10 between 8am and 1pm. I also called BT once again to check everything was clear, confirming they have the correct mobile number of the caretaker etc. They say they have all the information needed and promise that the work will be done.
I phone on the afternoon of the 3rd to check the work had been done and I am told that it hasn’t as the engineer needs access to a flat roof and the caretaker can’t provide him with that. I explain that the original engineer had been on the flat roof already and told me they only needed to get through the gate to activate the distribution point so I don’t understand why they now need to get back on the roof. The roof can be accessed with a ladder (which they all standard have with them) from the pavement anyway so why do I need to be there? They tell me that the engineer has tried to call me but my phone was switched off. I am 100% sure that my phone has been on all day and I haven’t received any missed calls. Also, after all of the above, I wouldn’t switch my phone off on the crucial day. The engineer is lying. After being on the line for 15 minutes (as it takes at least 5 minutes to go through the automated menu every single time you call them and it literally takes a minute for the information to come up on their screen every time they need to access a file) that I don’t have time to discuss this right now as I have an important teleconference with an overseas client and ask for someone to call me back that evening to discuss this as I am busy at work all day.
I receive a text 10 minutes later saying the next engineer appointment is 12/11 between 1pm and 6pm.
This is 14 (!!!) weeks after ordering the service. I phone back when I have a short break at work to discuss this and request a call back. Someone calls me back 5 minutes later and asked for my account information which I don’t have handy so I ask to hold on while I’m looking it up. She hangs up on me.
I stay late at work to write an email on the email form on the website with a watered down version of all of the above and I get a confirmation email that it’s arrived.
I get another text that evening at 8.40pm as well as an email saying -once again- that the next engineer appointment is 12/11 between 1pm and 6pm.
Someone calls me at 8.50pm saying that the next engineer appointment is 12/11. I tell him I know this as they’ve sent me 2 texts and an email already and that this date is unacceptable and ask to speak to his manager. He tells me I need to call the Order Management Department. I ask him what the number is. You’ve guessed it: 0800 0800 150.
Someone called Chris XXXXX calls me the morning after to discuss the email I’ve written the day before. He gives me the usual “Open Reach controls the engineers” story and tells me the appointment will not be earlier than 12/11. I tell him this is unacceptable and if the appointment can’t be moved forward I want some compensation for all the expense and inconvenience caused. He tells me that since I haven’t been billed yet I’m not eligible for any compensation but as a gesture of good will he will give me £10 which I’m normally not eligible for as this is only given to people whose engineer didn’t come on time. I try to explain that if the engineer would have called me as he said he’s done (and not lied like he’s done) I could have explained where the distribution point was and I probably even would have rushed home from work to finally get it sorted. We argue a bit about compensation in which he tells me he’s already doing me a favour by giving me £10. I stop the argument to discuss more practical issues and ask him if I now need to be home on 12/11. He says I do. I now need to take another day off work it seems. I ask him if the caretaker needs to be there as well. He says he does. I ask him if I should invite anyone else and provide tea and biscuits for everyone. I don’t think he gets the joke. We argue a bit more about compensation, we get nowhere. I’m now getting upset. He says he’ll call me back at 1.30pm.
He does and immediately I ask him for his direct phone number. He says he doesn’t have one. I ask him for his email address. He says he doesn’t have one. I ask how to get in touch with him. He says through the 0800 call centre or the form on the website. Now the line gets really bad and gets disconnected. There is nothing wrong with my mobile or signal, I have 5 bars and 3G showing but I can’t hear him and the line gets disconnected. This happens 2 more times. I get him back on the phone and I ask him to call me back on my work landline. He does and a number shows up on the phone (not the 0800 one that showed up when he called my mobile). I immediately write it down and tell him he just lied to me about not having a direct line. He says it’s a desk used by many people. I tell him that if I ring that number and he’s around there’s chance I could get to speak to him surely. He says it’s only used for outgoing calls. I haven’t tried to ring it and can’t be bothered to be honest. I stop this argument and bring the conversation back to compensation. I ask if he can at least give me a few extra months free or upgrade my account for free for a few months maybe by throwing in some telly or something. He says he can’t do that and they can review compensation once the line has been installed. I tell him that’s not good enough and that this whole story is going online and hang up.
Worst customer service I’ve ever experienced and it seems that I’m stuck with it because I’ve already got an appointment and cancelling and going with another provider will result in an even longer wait.
I’ve been offered £10 compensation for taking 2 days of work, hours on the phone, massive mobile phone bills, a lot of stress and 14 weeks without a landline or internet. Truly unbelievable.

Hi
I am sorry to see you are having problems with your BT Service
I suggest you contact the forum mods they should be able to get this 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 will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
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’

Packet loss, all day, every day (or not?)

Hello, I wonder if you can help me. My connection speed is fast enough, but every few minutes when I'm trying to load a web page or anything else, my browser will stop loading anything. It'll sometimes eventually finish what it's doing, somtimes I will need to refresh the entire page.
It's been happening for at least a week now. There's no work happening along my street except for (what I presume is) a BT fibre cabinet appearing.
I've done DSL Reports' ping test 11 times now, at different times of the day and over several days, and every single time at least a quarter of the packets are being lost. To me it would seem right - the browser is trying to load something, the expected data goes missing and it eventually times out and tries again.
The speed of the connection is fine for how far I am from the exchange and I think the line attenuation is okay.
Here's what I've tried:
- Several computers with both Windows and Linux (and different browsers) and different wireless adapters
- Connecting to the router with an ethernet cable
- Using a different (non BTHH) router
- Using a different modem cable
- Using a different microfilter
- Using the master telephone socket
- Disconnecting the other phone lines in the house as much as I can
- Leaving the router connected for several days
And nothing has made any difference. In fact I've tried plugging the Home Hub 2 back in and it's giving me around 500 kbps, so everything you see below is with the Netgear router I'm now trying.
BT speed test:
DSL Reports ping test:
Netgear router stats:
Thanks for any help!

Okay...
I have been seeing what happens when I ping sites. This is what happens:
Using the Netgear router, things seem to go okay. Speed test is saying almost 4Mbps. But then after a while (sometimes as fast as half an hour or so) it starts slowing down until eventually it gets unusable and I have to restart the router.
Netgear:
Pinging google.co.uk [173.194.34.120] with 32 bytes of data:
Reply from 173.194.34.120: bytes=32 time=29ms TTL=52
Reply from 173.194.34.120: bytes=32 time=30ms TTL=52
Reply from 173.194.34.120: bytes=32 time=79ms TTL=52
Reply from 173.194.34.120: bytes=32 time=23ms TTL=52
Reply from 173.194.34.120: bytes=32 time=22ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=57ms TTL=52
Reply from 173.194.34.120: bytes=32 time=35ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=25ms TTL=52
Reply from 173.194.34.120: bytes=32 time=75ms TTL=52
Reply from 173.194.34.120: bytes=32 time=32ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=79ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=23ms TTL=52
Reply from 173.194.34.120: bytes=32 time=1223ms TTL=52 <-- beginning to play up
Reply from 173.194.34.120: bytes=32 time=400ms TTL=52
Reply from 173.194.34.120: bytes=32 time=26ms TTL=52
Reply from 173.194.34.120: bytes=32 time=49ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=1124ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=1197ms TTL=52
Reply from 173.194.34.120: bytes=32 time=1370ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=2305ms TTL=52
Reply from 173.194.34.120: bytes=32 time=2775ms TTL=52
Reply from 173.194.34.120: bytes=32 time=1544ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=1954ms TTL=52
Reply from 173.194.34.120: bytes=32 time=1895ms TTL=52
Request timed out.
Reply from 173.194.34.120: bytes=32 time=22ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=1507ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=1780ms TTL=52
Reply from 173.194.34.120: bytes=32 time=1927ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=1965ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=2800ms TTL=52
Reply from 173.194.34.120: bytes=32 time=3018ms TTL=52
Reply from 173.194.34.120: bytes=32 time=3195ms TTL=52
Reply from 173.194.34.120: bytes=32 time=3124ms TTL=52
Request timed out.
Reply from 173.194.34.120: bytes=32 time=505ms TTL=52
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Reply from 173.194.34.120: bytes=32 time=358ms TTL=52
Reply from 173.194.34.120: bytes=32 time=201ms TTL=52
Reply from 192.168.0.1: Destination net unreachable.
(I reset the router)
I am now trying the BTHH2 again, and instead of slowing down it just seems to be slow from the start. Speed test gives something like 1Mbps, but it's hard to get it to load properly.
BTHH:
Pinging bbc.co.uk [212.58.241.131] with 32 bytes of data:
Reply from 212.58.241.131: bytes=32 time=2076ms TTL=241
Reply from 212.58.241.131: bytes=32 time=2085ms TTL=241
Request timed out.
Reply from 212.58.241.131: bytes=32 time=251ms TTL=241
Reply from 212.58.241.131: bytes=32 time=151ms TTL=241
Reply from 212.58.241.131: bytes=32 time=466ms TTL=241
Reply from 212.58.241.131: bytes=32 time=266ms TTL=241
Reply from 212.58.241.131: bytes=32 time=248ms TTL=241
Reply from 212.58.241.131: bytes=32 time=288ms TTL=241
Reply from 212.58.241.131: bytes=32 time=752ms TTL=241
Reply from 212.58.241.131: bytes=32 time=396ms TTL=241
Reply from 212.58.241.131: bytes=32 time=870ms TTL=241
Reply from 212.58.241.131: bytes=32 time=1380ms TTL=241
Reply from 212.58.241.131: bytes=32 time=1179ms TTL=241
Reply from 212.58.241.131: bytes=32 time=1214ms TTL=241
Request timed out.
Reply from 212.58.241.131: bytes=32 time=1941ms TTL=241
Reply from 212.58.241.131: bytes=32 time=1609ms TTL=241
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I admit that I am using a wireless connection, but I tried connecting to the router with a cable and the same thing happened immediately.
My connection used to work great before this started happening

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.

Phone line and broadband dropping

I have asked this question before why does my line keep dropping about once a week both my phone and broadband lights goes off then on again a few seconds later. Does my router need cooling down cannot clean inside it as I have had it for a few years. This only seems to happen during the summer months ie June- August it all started when my contract was up for renewal no it is up for renewal May. Tried ringing up the help the other day when I could not connect, half an hour later after trying the BT Voyager one and still not connect was told they would send a new hub, so I switched of my router and restarted it 10 minutes later and was able to connect. So now I have a new hub which I have not used.
So why does the line drop every few days do I need to pay £190 for an engineeer to give me a new extension or what as I did the extension and connection myself inclusing the box . I have never had an engineer in the house they have been outside as I have the pole outside my window, so can anyone help?

You need to access your Home Hub directly, it does not matter about the Belkin router as its only acting as an additional wireless access point.
Go to http://192.168.1.254/. This will show your home hub DSL connection.
I have the original home hub and http://192.168.1.254/cgi/b/dsl/dt/?ce=1&be=1&l0=6&l1=2 takes me to the page giving all of the DSL information. This is probably different if you have a new home hub, you may have to look through the nenue options.
What you are looking for is the downstream S/N ratio, it is usually between 6 and 20 db. The lower it is, the more likely your connection will disconnect.
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.

Constant buzz on phone line and broadband disconne...

Where our BT phone line enters our house is under a very damp upstairs window. Every couple of years for the 20 years we have lived at the property, we have to report a fault and an engineer would come and replace the damp parts in the little connection box. Over recent times we have been charged the fee for this. The master socket is further down the cable at the bottom of the stairs and is usually OK.
Can we change where the phone line enters the house? The phone line is useless for phonecalls and is affecting our broadband speed and connectivity. The only other option is to scrap the line rental and get mobile broadband or one that doesn't require a phone line. Why do the engineers never fix the problem long term? We want to change to fibre optic, but the phone line will cause the same problems with this. If we cancelled the phone line and then ordered a new bundle, would we actually get a new phone line into the house, or would they simply reconnect the old, damp one?
Thanks for your help
Solved!
Go to Solution.

As this is a repeat fault, then some special help may be worthwhile to finally fix the issue.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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.

Phone line dies every day at around 4PM

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