Priority line repair

Hi I'm wondering if a mod or someone can help me I had a phone line installed on the 16th of August we needed this line as my mother has terminal cancer and a working landline is a must as she suffers from falls etc I have seen the leaflet but it refers to something I've never heard of she is on the highest rate of Dla and ESA our doctor also advised they would charge £50 to fill in this form does anyone know if there is any way around this as we really don't have that money to spare and rely on the landline working
Any help appreciated
Thank You

It does say you can apply if you or someone that lives with you qualifies
http://www.bt.com/includingyou/assets/downloads/FreePriorityFaultRepair.pdf
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Similar Messages

Re: Extortionate Line Repair Charge Taken from my ...

My parents, one of which is an OAP have reached the end of their limit in trying to resolve this issue with BT, therefore I am posting this here on their behalf to see if this issue can be resolved before writing to the Communications Ombudsman and Local/National Papers.
Earlier this year there was a fault on the line and a tree blown over on my parents road, none of which was their fault. After some time a BT engineer arrived and spoke to them for approximately 10 minutes and then went to fix the exchange at the end of the road. Which didn't appear to take him very long at all. After this the problem was resolved.
Except my parents noticed in their next bill a charge of almost £500 for a line repair. After spending hours trying to get hold of someone at BT that would be able to help them with this issue, they were assured that this money would not be taken from their account until it had been reviewed. To have £500 removed from their account would of course have a huge financial impact on them.
This money was then taken with the next payment, despite BT's assurance that it would not be, leaving them £500 short for that month.
Countless hours later of phone calls of being on hold and palmed off between different departments who appear to be staffed by employees who have no concern for this issue, there is still no one even attempting a resolution. My parent's have requested documents that detail what this huge charge was for, and each time they are promised this, every time of course they receive nothing.
We have all had enough of spending hours of our time phoning BT trying to find a resolution to this problem.
This is our last attempt to provide BT with an opportunity to resolve this issue before we take this to the Ombudsman and all other relevant institutions.
Solved!
Go to Solution.

@andrewbushe
If you need any assistance with this please use the 'contact the mods' link in my forum profile to send in your parents BT account details and we'll get this looked into. You can find the link by clicking on my username.
Thanks
Neil
BTCare Community Mod
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Very slow connection after phone line repair

I had my phone line repaired yesterday with new cabling and new BT box for phone and computer.My phone is fine, but the hub for my broadband does not appear to be ok. the phone symbol on the hub did not light up at all this morning, and after restarting the hub and going back to default settings it is now glowing orange only. It was ok yesterday after being fixed. Very slow connection now. Should i keep everything on to see if it will right itself, or re-start yet again?
I have been looking on BT's options for fixing but can't seem to find anything. the connections in my area are fine so it can't be an outside fault

Which home hub do you have? Did you recently re-contract or change your package, as that will affect your hub phone.
As for the speed issue, it should get better if you leave it alone.
See Why has my speed dropped
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.

How do I get a phone line repaired in 48 hours?

My parents (in their 80's and one of whome is ill) have been without a phone for 6 days now. I couldn't even speak to them on Christmas day!! It says on the website repairs in 48 hours. No one has informed them of why the phone is still not working despite the BT Vans being in the road yesterday. This is not acceptable. Has anyone else had this problem?

If its an external fault, then BT pass it to Openreach who will normally attendto it, but if the fault is difficult to repair, then the actual repair may take longer.
If the fault is within the BT exchange equipment, then repairs may be quicker.
The link below may help in future.
Free Priority Repair Scheme information
You can track the progress of the current fault on this link.
Track Phone Faults
There is sometimes an option to divert incoming calls to a mobile, or other number, free of charge.
Some guidance is on this link.
Customer service guarantee
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.

Need help please with a recent line repair

to cut a very long story i lost my phone line completely 8 days ago i reported it to my ISP and after 5 days i got it back... now they had to replace the cable running from the telegraph pole to my house for some reason thats where the fault was i thought great well done... couldnt wait to get home and get back on the net .... but to my horror it was so slow taking about 1-2 mins for a page to open and its still pritty poor now takes about 30 secs to 1 minute for a web page to open...been intouch with my ISP im having no joy telling me its all fine nothing wrong i done tests and this and that with them and they seem happy with my connection and speed ...but im telling them that before the repair i was getting between 2.8 and 3.2 MB now im lucky to be getting 1 MB ...one guy even said he couldnt understand why im not happy with the service ...now there telling my its my profile through the line has been changed and ill have to wait for 10 days and checking and testing and doing things over and over again and segesting its my computer and set up ect ...
i have been at this for a week now what can i do ??? please someone help is it the new line or is it my ISP ??
but i keep telling them it was all fine before and theres nothing wrong with my set up or my computer because the lap top is the same with the Ethernet cable plugged in so they both cant be the problem ..i have had them both checked at a cost of £65 with a computer tech guy at the shop he said they are clean and healthy systems !

Hi Tony,
There is a peice of equipment within the exchange which 'optimises' the speed of the broadband based on what the line is capable of. When you have had the recent fault on the line it is likely this equipment picked up the fact that the line wasnt capable of the speeds you were getting and has 'restricted' the speed to give you a stable connection.
The equipment is there to try and offer you a stable connection for your Broadband (better to have a slowwer speed all the time than a super fast speed for 5 minutes of the day).
Unfortunalty this can be 'confused' when you have a fault on the line and reduce your speed to compensate for the bad line. It should automatically 'optomise' the speed over a 10 day period and the problem should sort it self out.
You can request your ISP to check this and make sure your line is set up corrcetly after the recent fault, but to be honest it can easier to wait the 10 days (as it is likely the people you speak to are not fully aware of this part of the line/Broadband or willing to help)
It is also possible that the repair has had a negative affect on what the line can suppport (this can happen but unlikely to decrease your speed by something which you would notice) and the only soultion for this is to speak to your isp (if they are happy with the speed you are now getting you might not have much luck).
It sounds like your ISP aren'y very helpful and have 'fobbed you off' for the ten days with out just telling you why, if it was me at this point I would consider an alternative ISP.
Hope that atleast explains why they told you to wait ten days. :-)

Automatic reset after line repairs? And excessive ...

I returned from a trip to rural India, with excellent broadband, to find my home broadband has been unusable for the first two weeks of November, and is currently operating at 0.5Mbs, a quarter of its usual speed. This is due to a large cable fault and now repair occurring locally. I am only aware of this through word of mouth from the neighbours, no communications at all from BT.
Presumably the current speed is due to the line being dodgy and the frequent disconnections. My question is whether the line will automatically return to full speed when the fault is fixed?
It currently is not fixed, as the phone is off, and hasn't worked for a few days.
The other question is whether BT has made its broadband usage meter any less inaccurate than it used to be, as I seem to have managed to download 6GB mostly during the first off-time at the start of the month? I have been getting suspicious of the meter as I've run over the 10GB limit a few times recently unexpectedly. And no iplayer or online videos here to complicate matters, all far too slow!
Thanks,
Paul.

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream
Thank You
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’

Can't request line repair on website

The www.Verizon.com/repair website puts me in a circular loop with generic internet FAQs preventing me from scheduling or opening a new repair ticket.
I have no phone service so cannot open a case.
I am borrowing internet service to type this message.
---- FIOS line is down - under a tree and laying in street - no longer attached to house.
Can someone help me get a repair crew dispatched to reconnect my FIOS service.or guide me how I can open a ticket online?

same here. we are having issues with the great Fios services also. Our tv's are acting like they are on a sattellite. it is not just one it is all of them. Also cant get any support. But yet they want the 189.00 per month from me, when I am not getting any service that is worth it. I guess I will be having to talk to other providers, since Verizon wants my money, but they dont want to give the service that I paid for. If anyone has any suggestions,besides another lawsuit against verizon. you would think they would learn by now that not all consumers are **bleep**. Wake up verizon, your getting the money from all of us patsies. Start giving the service that we deserve. I think anyone that has issues should deduct the poor service from their bill. Verizon still has not fixed an billing error from two years ago. they refuse to acknowledge it and fix it. thats ok, because I deduct it. they charge to much, almost 200.00 a month for tv, landline and internet, with no special amenities, that should cost so much. Hey verizon, you need to get your support fixed along with how to respect the customer that is paying your salary.

Badi to set the defualt priority for repair tickets

Hi,
My requirement is, when the IC agent saves the repair ticket the priority filed should get set automatically to some value based on the business logic. For this i am trying to use Prepare method of the ORDER_SAVE badi. But unfortunately it's not getting triggered when i save the repair tickect in WEB UI.
Friends, is there any othor Badi for this? or the way i am trying to proceed is wrong. Your help is greatly apriciated.
Thanks,
Ravi

Hi,
Every category has a reason code attached to it in the category modeller. The reason code is configured in the SPRO with the code code gruppe and katalogue.
You need to get the reason code for gold silver etc.
In your badi in the method you will first perform a CRM_ORDER_READ to read the subject set (ET_SERVICE_OS)and from there you will get the reason codes for the categories you need to look for the Ref_kind = 'A'. In the osset you will have the table. Study the entries of this table one of the entries would be referring to the code codegruppe katalogue of gold silver etc.
Once you have done that you can update the priority by using the FM CRM_ACTIVITY_H_MAINTAIN_OW. here you will have to fill the structure IS_ACTIVITY_H_COM and CT_INPUT_FIELD_NAMES and set IV_EXTERNAL_CALL = 'X'.
If you are using more than one categories than you will have to back trace to category2 from the last category you entered. For example if you have entered Category 3 before saving you will have to get the category2 from category3 and then look for the reason code details of category 2.
Hope this helps.
Regards,
S Sarma.

Is there a charge for outside line repair?

My dsl line was cut at the pole and will have to be re-run to the house. Will I be charged for this? I had workmen out at the house pruning trees, and they accidently cut the line while working.
The other thing is because I only have a dry loop and no telephone service, it has been extremely difficult to connect to anyone to initiate the repair order. I keep getting bounced to DSL tech support. What I need is Verizon to come out with the truck and reconnect the house. If I am lucky I will get a call back early next week, right now my trouble ticket only says something like "SYNC / modem blinking". It seems like just telling someone "Workmen cut the phone line between my house and the pole" would be a pretty straightforward problem to address, but it's been a customer service nightmare!

With cellular, yes, as per your data plan with your carrier.
With home wifi, no additional charge on top of your home broadband cost.
With public wifi, depends... some are free, some charge by the hour, day , week, etc.

Delay in line repair

Last Tuesday somone (not us!) knocked down one of the poles which support our line. We're in a very remote area with no mobile signal and no BT broadband although we do have a community WLAN. My husband called BT today to ask when the line was going to be fixed and the chap said they weren't even assessing it until 12/11! That will be 10 days from the original fault report.
Has anyone else had such appaling seervice from BT?

Hi Mochyn,
Welcome to the forum and thank you for posting. I am sorry to hear about the delay with the repair of the fault on your line.
I would like to take a look at this for you. Please could you drop me an email with your BT account details? My email address can be found by clicking on my profile.
Cheers
Paddy
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Uncompleted line repairs-nearly 2 months on!

We had a line fault which started around 2/09/11 where the phone line would go very crackly until it become so bad that we had no line at all, this we reported on the 6/10/11. After doing all the tests to confirm it wasn't an internal fault we called bt who sent an engineer. He confirmed it was an outside fault probably in the footpath at the front of out property and connected a temp line. Another engineer came to assess what would need doing and the best option decided was to put a new line in rather than trying to find the break (a trench was dug, 4 metres of footpath and 5 metres across our front lawn to put ductwork in for the new cable. The subcontractors equipment broke down so temp relaid the path. 2 weeks on and nothing more had been done (although the online fault tracker showed the repair as complete) so I contacted bt again, they said that the work would be finished. Another 2 weeks passed and the footpath has been finally completed but still no new phone line connected. Another email (4 now!) and bt phoned to say that as far as they were concerned the job had been completed. Why did they dig up the path and our garden, put in ductwork for the new cable if they were not going to use it? And how long will the temp line last?
Another related issue is that when submitting a fault report form I asked to be contacted by email or home phone if no other option, only to be contacted on my mobile phone during work hours, and when they have tried my home number, trying to understand the Indian advisors on the other end.
We have contacted bt again and am waiting for a reply!
Very Disappointed!! Steve

Hi lolste1995
I'll be happy to have a look over your account and see where the job was left off and make sure that you are kept up to date with whats happening.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
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After line repair - all nearby speeds increase - e...

Following recent repair to local underground line, all of my neighbours speeds have increased. We have suffered with less than one meg for 12 months, but now my neighbours are reporting between 2.5 and 3 megs.
Here are my stats. Router plugged in to the test socket 24/7. For past seven days. Connection just reset by a nice lady in India who has 'escalated' the matter for me. Can any of you kind souls on here offer any insight?
Line state
Connected
Connection time
0 days, 0:13:55
Downstream
2,144 Kbps
Upstream
448 Kbps
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
9.1 dB / 18.0 dB
Line attenuation (Down/Up)
49.0 dB / 31.0 dB
Output power (Down/Up)
18.8 dBm / 11.9 dBm
Loss of Framing (Local)
20
Loss of Signal (Local)
2
Loss of Power (Local)
0
FEC Errors (Down/Up)
119 / 8
CRC Errors (Down/Up)
4 / 2147480000
HEC Errors (Down/Up)
nil / 8
Error Seconds (Local)
6087
Speedtest is currently down for me but my most recent test this morning gave
1696 down, 448 up and IP Profile of 1250. (this has moved up over the week from 500 at the time of the fault)

did you notice if the uptime on the router was 7 days before it was reset? for a connected time of 14min you have a very large number of error seconds. have you tried the quiet line test to make sure there is no noise - dial 17070 option 2 and you should hear nothing. preferably with corded phone in filter at test socket where router is
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Slow broadband speed after noisy line repaired

I've recently had a noisy line which eventually got repaired (dirty connection on block at local poll). Since then Broadband has remained connected (good) but download speed has been none existant >250Kbps ASDL line details are as below:
I'm not getting any progress on the fault I've registered with BT on Dec 12 (says more testing is required), I keep chasing with the online support chat but keep getting the same response "we need to do some checks on the line we will get back to you in a hour or so, an then nothing". Any tips on how to get resolution of the issue speeded up?
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 0:00:44
Downstream
283 Kbps
Upstream
1,088 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
9.2 dB / 6.3 dB
Line attenuation (Down/Up)
43.5 dB / 24.0 dB
Output power (Down/Up)
0.0 dBm / 13.0 dBm
Solved!
Go to Solution.

Well the noise margin has gone up from 9.2bB to 15.4dB, which is much better, and leaves lots of room for a speed improvement.
You must be losing a lot of signal between the master socket and wherever you plug your home hub into.
Your estimated final speed should be about 7552Kbs, but you are stuck in a banded profile due to the line fault.
You are not going to get the full speed with a margin of 9.2db, but if its not practical to use the master socket, it would be worth disconnecting the bellwire while you are up in the loft, as that may help reduce any problems on your extension.
See here for instructions.
Bellwire fix.
This could help quite a bit.
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.

Stuck at 0.25 Mbps for 16 days after line repair

Hello,
I am currently experiencing some very slow broadband speeds following repair of a line fault. I believe it is due to a banded profile, although I'm not an expert.
We had terrible noise on our telephone line. As you can imagine, our broadband was severely affected. The fault was repaired on 18th June and now the telephone line is nice and quiet.
However, the broadband has failed to recover. It's now been 16 days since the repair and I've been pulling my hair out. I was told I have to wait 10 days or more for the broadband to recover. Can anyone explain why this is necessary? Contractually am I obliged to suffer an extended period of low speed following a repair? I'm sitting here staring at a solid 32 dB SNR margin whilst paying BT for an unusuable broadband connection.
I have paid for a 3G Modem and SIM card because the BT Broadband is currently unusable. Has anyone ever had success in recovering these type of costs from BT?
Any advice appreciated. Speedtests and router stats below (Draytek Vigor 2830n).
Thanks,
Brian
Signal-Noise Ratio Margin
Loop Attenuation

i agree you are in a banded profile and need to stay connected 24/7 for 3/5 days and the banding should release and noise margin drop down to 12/15db with corresponding speed increase. You then to remain connected as noise margin drops probably in steps of 3db until it gets to normal 6db
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Fault on line - repair time

Hi,
Fault reported to BT this morning on phoneline (broadband's also out) on the fault tracking there's no update even though for the past 5 hours an engineers been 'on the case'.
Is there any way to find out any further what's going on?
Wouldn't normally worry but my wife's at home expecting our second baby (due on sunday) - timing couldn't be worse!
Thanks,
Nick

From the BT.com site
"Can you divert my calls to another line while I'm waiting for the fault to be repaired?
To keep you connected, we can divert your calls to another landline or mobile, free of charge. This can easily be done online or by calling:
Residential customers call:
For free on a BT line 151 For free on a non-BT line 0800 800 151 From a mobile 0800 800 151 (there may be a charge) "
If you reported it online, and the line test result indicated a disconnection, then there should be an option on the fault screen to set up a divert.
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.

Priority line repair

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