Phone/line fault escalated but to where? Need an ...

I have had problems with a very noisy line for quite a long time. I cannot hear the noise but callers complain that it is very bad, so much so that I often have to contact them by mobile. It affects approx 50% of calls.
I have had 5 engineer visits since May and the most recent two engineers have said the problem does not lie within the house but must be exchange or cabling or something else externally. When I describe the problem they say that everything points to external.
Two weeks ago I had a call from an Openreach person from North of England (I am in Fife, Scotland) who said he had seen the history of my problems. He asked lots of questions, said he was sure it was a line or exchange problem, he was going to escalate to another team, and with the right people on to in, that within two weeks it should all be resolved.
I have just check the fault number that can be checked online and see that the fault says Closed on 12th August. In fact, the problem seems to have been worse over the past few weeks and is certainly not fixed.
Where can I phone/chat to/contact somebody to find out what is happening? If I phone Faults I get India, and have to start the detail right from the beginning and I am asked to do all the tests that have already been done multiple times. Does anyone know who the team would be where such a fault would be escalated?
I am beginning to give up hope.
Anniemac

Hi anniemac,
Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll be happy to help. You can find the link by clicking on my username.
Thanks
Neil
BTCare Community Mod
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Similar Messages

Phone line fault now infinity is stuck in the slow...

Hello,
I got infinity Installed about 3 weeks ago. BT estimated that I would get around 12Mbit/s however after the install I was sync'ing at 40Mbit/s (the engineers test equipment verified this) and my real world speed test results were usually around 38 Mbit/s on average. This was the case for a couple of weeks.
Then 10 days ago my telephone line developed a fault, I had no dial tone and could neither make or receive any calls. The broadband still worked but had slowed to around 10 Mbit/s and my ping times have increased.
I believe this was because the DSLAM in the cabinet had reduced the speed, because of the bad line conditions, so that it could maintain a working circuit, albeit slow. I logged a call to have the voice service repaired, and it seems to be good now.
However the speed has remained slow, I have spent a long time on the phone to the indian call centres and spoke to some of the ladies in the UK but haven't got much help with the slow speed problem.
I have been told to reboot my router and OpenReach modem more times, carry out more speed tests, place the modem and router facing north-west with some lighted candles, during a full moon, but to no avail.
I have read a lot about profiles and people having exactly the same issues after faults etc. and suggested this to the help desk people but it doesn't compute with them.
What could be wrong here, it was fine until the phone line fault and now is slow, it's hardly a coincidence ?
Can my profile be reset so that the modem will re-train again? Surely if I was to disconnect and a new customer get connected to that port in the cabinet then it would have to re-train, it wouldn't just give them my speed especially if they were to live beside the cabinet?
I have been told everything, you wouldn't believe and BT don't care because it's working.
Any help gratefully received...
** Slight update ** a girl on the help desk earlier said she would increase my upload up to 10 because it was set at 2Mbits/s and now at 00:10 hrs my speed tests reveal that my upload is pulling over 8Mbits/s
So I definately think my downstream should be capable of what I was getting before.
Power Ranger
I.T. / Telecomm's Engineer

Update.
I had arranged for an OpenReach engineer to call out to my house to have a look at my slow speed issues.
However on the evening before the planned afternoon visit from the engineer, my broadband service has started working normally again. I carried out several speed tests that evening, and indeed it seems to be working at the speed that it used to before my telephone line fault.
Perhaps someone has looked at or reset the profile remotely, but why would they do this now, especially the evening before a scheduled engineer call. If this is the case, they should have done that several weeks ago.
or
Perhaps the DSLAM has done this automatically, by figuring out over a period of time that the line is of good quality now again, and can support faster speeds, and has increased the speed to what is was before my lline fault.
I had been advised by technical support to restart and reset the equipment fairly frequently, early on, however I haven't done this for about a week now, and have just left the equipment alone.
Perhaps the equipment needs to be 'up' without and restarts for the DSLAM to restore the initial speed, or perhaps the it doesn't mind equipment restarts - it still knows the line is good and there is a 'wait' period before it restores the speed again.
Anyhow, since my first line fault, even after the fault was fixed, BT have told me that the initial fault is still open and that more work needs done, I told them the voice part was working ok again.
I looked outside my window this morning and BT contractors are digging up the small aluminium pedestal which contains the connections for the street. I don't mind this, there were faults coming off that small box thing. Hopefully they will replace it with something better.
Hopefully my service will still be working good when I get home this evening, after the work they are doing in the stree, and hopefully I won't have to go round the loop again with slow speeds DOH!

Phone line not working but Infinity is Fine

We had a huge thunderstorm last Monday, which caused a power cut.
Since then, our phone line is dead (it just makes a clicking noise), although if you ring our number, it appears to be ringing (which it isn't).
However, BT Infinity is working even faster.
I did the on-line check of our service and it says there is no fault, and so if I call out a BT engineer, it could cost me £130!!
I'm sure it isn't working, as I've tried an old cordless phone (which I haven't used for years) and I still get the clicking.
I've read that one of the wires may be dead, but I don't know what course of action to take.
Any help or advice will be greatly appreciated.
Rich
If you found this information helpful, please click the star to the left of this post. If the reply answers your question then please mark as ’Mark as Accepted Solution’

RichRolls wrote:
I have checked our telephones in the test socket, and they work fine, but not through the normal socket!!
Then there is a fault in that socket, which Openreach will charge to replace. They go faulty quite often, but you can replace them yourself.
You can get around the problem by plugging a microfilter into the test socket, and then plugging the phone and broadband into the microfilter.
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.

My friend gave me an iPhone instead of an iPod touch, the phone has no service, but do i need service to set up iMessages? (it is a verizon iPhone)

My iphone has no service but do i need service to set up messages? I have tried restoring, everything i can do. but i just wont work. but if i do turn it on on verizon will i be able to activate messages?

Do you mean you can't get it to work with WiFi? I don't believe you need cellular service to use anything except phone related services. So iMessages should work if you have an active WiFi connection. But I'm not an iPhone expert. You might get the manual to see if it is helpful:
Please Get the iPhone User Manual for iOS 5
Please get the iPhone iOS 4 user guide.

Slow Broadband after phone line fault rectified

Joined BT Broadband Option 1 on 15/02/11, all was well with linespeed up to 6mbs while stabilising, On the 16/02/11 I reported a Phone fault (Broadband reverted to 135kbps) Phone fault was rectified on 18/02/11 and was told it would be 3 days before my broadband started to improve, it is now 24/02/11 and my Ip profile is still at the fail safe 135kbps, Anyone Help please.
Line state: Connected
Connection time: 0 days, 19:19:09
Downstream: 286.3 Kbps
Upstream: 440 Kbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.5 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 26.3 dB / 23.2 dB
Line attenuation (Down/Up): 30.3 dB / 16.8 dB
Output power (Down/Up): 17.9 dBm / 12.9 dBm
FEC Events (Down/Up): 1528 / 2
CRC Events (Down/Up): 0 / 32
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): 0 / 7
Error Seconds (Local/Remote): 0 / 0
Download speedachieved during the test was - 52 Kbps
For your connection, the acceptable range of speedsis 100-250 Kbps.
Additional Information:
Your DSL Connection Rate :286 Kbps(DOWN-STREAM), 440 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps
Thankyou chas2209
Solved!
Go to Solution.

Hello,
Your noise margin does seem high but the speed does take about 3-10 days to build up after faults. I had the same issue if you call tech help desk 0800 111 4567 they will be able to sent you profile higher.

Line fault corrected but IP Profile stuck at 0.14M...

Hi, I had a noisy line which caused a lot of resets and low line speed. An engineer mended this yesterday and my downsteam speed has been consistently 4,768 for over 24 hours - but my IP profile hasn't shifted from 0.14.
Is there anything I can do to improve it?
Details from Homehub and Speedtest below.
Many thanks
Paul
ADSL line status
Connection information
Line state
Connected
Connection time
1 day, 1:13:48
Downstream
4,768 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)
15.3 dB / 22.0 dB
Line attenuation (Down/Up)
33.0 dB / 20.0 dB
Output power (Down/Up)
19.7 dBm / 11.9 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
844 / 0
CRC Errors (Down/Up)
1 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
1
1. Best Effort Test: -provides background information.
Download Speed
0.09 Mbps
0 Mbps
0.25 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.09 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.25 Mbps.
Additional Information:
Your DSL Connection Rate :4.77 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 0.14 Mbps
Solved!
Go to Solution.

no all you can do is wait i am afraid your profile has dropped due to hub disconnections and the line needs to be seen as stable before it will release even the forum mods will need to see at least 3+ days before they will intervene
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What happens when your phones warranty is ended but now you need to go into apple to have it fixed or get a refirbished one?

okayy so my phones warranty ended december 19th, 2012 its currently december 31st and im noticing a few problems. For starters, my phone restarts sometimes out of nowhere for no reason. Also, ive noticed on the left side of my screen it looks like the left side of my front screen glass is slightly lifting... So now that my warranty is ended i dont know what to do or how much money it will be please help!

when I took my phone that was out of warranty to the apple store bc it would not power up they told me $150 and they was just going to give me a new phone instead of trying to fix it

Broadband speed drop since line fault repair

We have recently had a phone line fault fixed but after more than 3 days the broadband speed has been lower than it was during the fault and less than half its original speed.
Pre-line issue downstream was around the 16,500kbps with some drops down to 13,000kbps. The line developed a fault which started causing dc's and the phone line became noise with constant cracking and rustling sounds which turned out to be a damage connector causing water to corrode the cables, during that time when active broadband speeds dropped but while connected gave 9726kbps download and 888kbps upload, the phone line was fixed on friday the 15th of January and the phone line itself is very quiet, better than its been in maybe years, no noise that i can hear at all. However the connection dropped out during the night after the line was fixed and came back at 6652kbps down and 440kbps up, it remained at this speed for atleast 3 days then the router reconnected at 6652kbps down with 888kbps up were it remained until this morning, the router reconnected again at exactly the same speed.
I can understand it dropping originally due to the fault but has had over 72hrs connected but the speed has not increased, infact the speed is slower than with the fault which makes very little sense but i suspect is something to do with the noise margin, I include router and btw reports. Hopefully I can get some help with this.
Thanks
Jon
HomeHub2 Connection info
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 2:59:42
Downstream
6,652 Kbps
Upstream
888 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
11.8 dB / 12.8 dB
Line attenuation (Down/Up)
27.0 dB / 13.6 dB
Output power (Down/Up)
0.0 dBm / 12.8 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
1678 / 4294967264
CRC Errors (Down/Up)
0 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
0
Results from btw preformance test
Download speedachieved during the test was - 5.85 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 5.87 Mbps Upload speed achieved during the test was - 0.71Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
Solved!
Go to Solution.

Great just shy of 3days connected I appear to have had another sync on the line, still no change to downloadspeed but yet again an upload speed increase, Obviously the exchange is trying to resync but it seems my download speed is stuck. This was the 1 and only connection change, should have posted the stats las tnight to show 2days 12+hrs before I went to bed
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 3:50:34
Downstream
6,652 Kbps
Upstream
1,132 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
11.9 dB / 5.8 dB
Line attenuation (Down/Up)
27.0 dB / 13.6 dB
Output power (Down/Up)
0.0 dBm / 12.5 dBm

Broadband drops out & noisy phone lines.

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

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

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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BT turn up = phone line disapears. Help!

Hi all
Just registered to the forum and seeking help to resolve a BT phone line fault at our home. I rely on forums these days almost more than the so called customer service lines. So any help would be very much appreciated.
On the 28th Feb I was working from home and noticed a BT Openreach van a few doors down. I was using the phone and Broadband almost constantly that day. After about an hour the BT van was still in our road. At this point I must stress that we have had absolutely no issues with our phone or Broadband since being at our house. Whilst online and making calls to and from work, friends and family I noticed all of a sudden that our line had gone and internet grinded to a halt. I carried out the normal checks which I am very familiar with, and noticed there was a complete cut to our line and service. At this point I looked out of the window and noticed two BT vans now in our road which at that point left in rather a hurry! Coincidence BT, I don't think so!
I immediately reported the fault online via a friends PC, I also called from a mobile (costing a fortune) and followed the usual long wait times and menu options to finally be informed that there was a fault on the BT line on the outside network.
We were informed that there was a major cable fault in our area which needed repair. We were told service should resume in 5 days on 5-3-13. We made some enquiries with neighbours and the local BT service status, nobody else seems to be affected. Coincidence that this major line fault and repair is only affecting us, again I don't think so BT.
Basically we have now been completely cut off for well over a week, using expensive mobile data and phone calls (most to BT to desperately follow up to find out what is happening). We have limited signal at home so now have to sit in a car down the road to connect to the internet via 3g or to make some calls, these days you just don't realise how much you rely on these things until they go wrong. BT customer service is shockingly poor, we have been fobbed off over and over again and I believe lied to about this fault and mis-led about the reason and progress which keeps being put back by days. Being an electrical engineer I have regular dealings with BT engineers and other communications engineers on my travels and know that it is not uncommon for mistakes to be made where lines are moved or disconnected when making adjustments in cabinets or exchanges, or even the incorrect lines being pulled due to a disconnection order, in fact it is far more common than most people are aware.
Having been a BT customer for many years and recommending BT to our customers for business (some which spend huge amounts with BT each year) I feel disappointed and disgusted at the attitude and lack of speedy response to faults (not just ours). We are getting told that the demand is too high and 'we are trying our best to resolve the issue', this is not good enough, the very least BT could do is be honest about what has or is happening. If I dealt with customers like BT does I would be out of business pretty quickly, the fact is BT holds all the strings and is too big to cope or to care (with the exception of a very few excellent engineers and staff) unfortunately there is no real alternative (yet). I just hope that someone has the ability to take responsibility for our fault (I know there are some good people at BT its just finding them).
Anybody please help and restore some faith.

is thereanything shown here http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
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Limited Speed after 4 weeks of line faults anythin...

Hi,
I recently moved into a new propoerty and had BT move my line and upgrade me to Infinity 2. Unfortunately the install did not go well (We have a modern property but an external NTE socket) which the OpenReach engineer did not bypass. At the same time we have had a fault on the line that has taken over 4 weeks to investigage and has of course caused the phone and Infinity to keep dropping out.
Every time it dropped and resynced we appear to have been pegged back on the IP Profile to the point that I may as well now be on ADSL and paying less. It has now been 2 weeks and the IP Profile does not appear to be connecting. The Excellent OpenReach engineere who finally arrived and took me seriously about the phone line fault has replaced my line all the way back to the Exchange and believe the distance to the cabinet should result in a 60MB - 70MB speed not what we are seeing right now approx 20MB/sec.
My understanding is that the network is self moderating and so the line should regain its speed over time. However having paid BT for a month of phone and Infinity and not recieved that due to faults and not being taken seriously and an incorrect install. I'm less than happy to have to wait for the network to reset my IP Profile when really all it is is a setting in a database that somebody can override. Is there anything I can do preferably avoiding the Indian call centres that so far have not taken the fault seriously until I threatended to leave or just leave me completely dissatisfied with the BT service and wondering if we should have gone with another provider?
Any thoughts / help would be greatly received. I have included screenshots of my last speed test and the estimated speed from the openreach checker.

there is nothing BT can do to reset your profile as it is under Openreach's control and they only reset if an engineer on a visit requests it and even then the can say leave it for the DLM reset the connection this can take 2 to 3 weeks of stable connection to happen
This applies to all ISP's not just BT Retail your provider your speed test from the BT Wholesale checker is is to small so it makes it hard to read
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Why do I have to move my phone line from Sky to BT...

I have just spent the last 14 days trying to move my broad band from BT to Sky, I was told by Sky that I have to have a new phone number and as I was getting loads of unwanted phone call I thought that it would be a good Idea. So any way I ordered a new number and broadband with sky.
Any way to cut a 14 day long story short, Sky cannot provide me with Broadband due to incompatible technology, so I really do not have any other option other than to come back to helpful BT. Just phone BT up to order my BB to be told that they cannot help me unless I move my phone number back to BT..........
When questioned about this I was told that "I have to have both phone line and Broadband with BT"......... NO I DO NOT, in February 2012 I moved my phone line to Sky and my Broadband staied with BT, as there was a problem switching it over, little did I know then what I know now.
So could someone from BT 'in the know' please tell me why I have to move my phone line back to BT

sorry mate.
Hadn't heard about TPON lines before today.
Doing a quick google search, found this:
"TPON stands for Telephony over Passive Optical Network
TPON was a method used by BT (now Openreach) mainly in the 1980s and early 1990s to deliver phone lines to new build areas where there wasn't enough existing copper capacity available. This decision was made before ADSL was envisaged, and as ADSL requires a copper pair route between customer and exchange, this means customers in TPON areas are currently unable to receive ADSL."
Hope all is sorted soon.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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