Re: phone fault

Hi,
We reported a fault for my Mum on 28 November and still waiting on it being fixed. Been told the Highway Agency need to give permission to dig up the road. Still waiting and getting annoyed at the lack of urgency. Who can progress with this mattet as its such poor customer service.

Hi maclew,
Welcome to the forum and thanks for posting. I'm really sorry about the delay in getting your Mum's line repaired. I've started your own thread as the one you posted on was solved and unrelated to the fault with you Mum's line.
If you fill in the contact the mods link we can chase the fault up with Openreach to find out what's happening. You'll find the link by clicking on my username.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Similar Messages

Bizarre phone fault - can anyone shed more light t...

We have recently moved into a rented house and switched to BT from day one as there was a special offer phone/broadband/TV package. But we have an odd phone fault and wondered if anyone had experienced similar?
We have a main socket which is different from any shown on BT website, with two identical slots each labelled "BT exchange line", each with a sticker with a different number (does not seem to be a phone number): the socket looks a few years old and the stickers have an obsolete customer service phone number on them.
We can plug a phone into one of the slots and it works and we have also now plugged the BT hub into the same slot via a splitter - that also works. The other slot is dead, so we assume it might be two separate phone lines.
But the main socket is in our daughter's bedroom so we need to use the various extensions in the house - we also need to connect our BT hub near the TV.
When we plug a phone into any of the extensions we get a dialling tone and can dial but when we get to the eighth digit (always the eighth) of whatever number we try we get "the number you have dialled has not been recognised".
After going through the BT faults site (no use as our main socket is not shown there and there is no reference to a similar fault with the extensions) we rang BT and got the call centre, which was frankly no help. They did not recognise this fault and seemed to have no technical knowledge at all. I asked to speak to an engineer and was told (I quote) "this facility is not offered" - this is clearly unsatisfactory (in fact, utterly stupid), our previous phone company always had experts on the end of the line if necessary and they twice helped us to sort out problems in a few minutes with no need for call out.
But BT said, very unhelpfully, that the only way they could help would be if, rather than a two minute phone chat, we called out an engineer for which we would be charged £129.99 if the fault turned out to be beyond the master socket. We had no way of knowing whether this was the case in advance (neither could the call centre operative enlighten us), given that the extensions DO seem to be connected to the line (as we have dialling tones), just not working for reasons that may or may not be to do with the main phone line or the way BT has connected our number.
Obviously £129.99 is a ridiculous call out charge for what could be two minutes work. It also seemed suprising that BT could not immediately access a record of what sockets were installed by BT itself in the house and that the call centre seemed never to have encountered before the type of socket we have. And that BT then advised us "to contact a local engineer" - should not BT have local engineers, we live near Reading so hardly the back of beyond?
In fact, even more bizarrely, a BT engineer, local or not, had already visited WITHOUT an appointment a few days previously after we had first contacted BT to say the phones were not working properly and phoned us from outside asking for access to the house....but this was during a period when we had notified BT in three separate ways (phone, text and e-mail) that we would be away.....
All in all we are mystified by the nature of the fault - if anyone on this forum has experienced similar, it would be great to hear about it - and equally so by BT's response to it and by its apparent policy that no-one with any expertise should speak to us about it without a £129.99 charge - hardly the way to welcome and retain new customers in what is now a competitive market! After a forceful complaint it seems that we will now be able to talk to someone other than the call centre....but not clear whether this will be a qualified engineer and getting this far has already taken hours of our time.

Sounds like you have a LJU4.... In the early to late 90's when people got dial up BB a lot of them took a second line, so they could use phone/internet at the same time......
To stop people requiring two overhead cables from the pole and two different NTE's BT created the Drop Wire 10b, a 2 pair aerial cable. Orange/White pair 1 and Green/Black pair 2. They then did the double socket, LJU4 so you wouldn't need 2 separate sockets....
I would imagine the LJU4 would be your *Master Socket* and the others would just be extensions off it.... That's just my opinion though, without actually seeing the wiring setup I couldn't say....
Can you get a pic of the socket and a pic of the wiring behind it?

Phone fault - 4 weeks now and counting

How do I get my phoneline fixed?. Fault reported 21 St January, 4 fix by dates have passed, with no change. Booked an open reach engineer at BT s request - they didn't turn up.6 emails sent - 2 replies, hours waiting on the chat line for connection and given wrong information. Still no idea if and when I will have a phone line. Any suggestions welcome otherwise I guess ofcom is the next stop

you were offered help here by the mod now up to you to complete the email following the contact us link
https://community.bt.com/t5/Phones/Fault-on-phone-line-keeping-updated/m-p/1448315#M41666
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

ADSL Max, extremely slow following phone fault (0....

Hello fellow BT soldiers,
So, following a phone fault (that was eventually fixed) I've now got an additional fault listed at the "BT Retail Servers" (according to the online BT fault tracker).
For about a week we've had extremely slow download speeds, nothing much more than 0.1Mb/s - we only ever manage 1.5 - 2.5Mb speeds, which is just about workable, however being reduced to 0.1 is like returning to the days of 56k dial-up.
I ran the BT Wholesale "Broadband availability checker" which returns the below results -
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date
ADSL Max
Up to 1.5
1 to 2.5
Available
Fixed Rate
2
Available
I'll be at home from 7pm onwards, so can post additional information if needed this evening (unless I can perform remote checks somehow?).
As per tradition, i've spoken to various people at BT, who have all promised resolution; no progress to date.
Help please!
Blatcho
Solved!
Go to Solution.

Hi imjolly, all,
Back online -
Dialled the 17070 number, option 2, no noise on line.
BT Diagnostic Test (this took ages to upload!!)
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
0 day, 00:09:45
Downstream:
3,680 Kbps
Upstream:
448 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
10.3 dB / 20.0 dB
Line attenuation (Down/Up):
52.0 dB / 31.5 dB
Output power (Down/Up):
19.0 dBm / 11.9 dBm
FEC Events (Down/Up):
1 / 0
CRC Events (Down/Up):
0 / 0
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
0 / 0
Error Seconds (Local/Remote):
0 / 0

When trying to update the i phone " fault 1630" occurs - both when connected to WLAN or USB. What can I do?

When trying to update my i phone IOS 5.0 (connected by WLAN and USB to my computer) there is always "fault 1630" saying I`ve got no connection to the internet / network, which seems to be wrong to me (phone is online). What can I do?

C Mawle wrote:
Thanks. I have followed all the instructions as recommended and nothing has worked so it looks like the restore/update may have been interrupted - would loss of internet connection do this?
Yes it would, possibly even brick it.
Have successfully connected my ipod nano with iTunes so looks like the device driver is working.
Can I use my ipod nano USB connector to check?
It is not much help to you, since the device that you need still not recognized.
Anyway looks like I may have to swallow the loss of data. Have set-up a call for tomorrow with Apple support so will wait until after this before doing the factory restore!
Good luck, but if you expect miracle from that call good luck again.

Re: Phone fault fixed itself - how do I manually c...

BT Broadband not working early this Sunday morning 8 September 2013. Called support and after a few checks an Engineer was booked for tomorrow afternoon (Monday 9th). Five hours later Broadband came back on!
I went to this page http://bt.custhelp.com/app/answers/detail/a_id/9199/kw/close%20a%20fault/c/345,353
where it says You can close the fault online via the Report a fault page with a link. However on the 'Report a fault page' that is very well designed and gives useful information there is no method to 'Close The Fault'!
https://www.bt.com/consumerFaultTracking/secure/faults/tracking.do?pageId=5&problemReference=VOL051-...
Conclusion: Close a Fault software update neeed. Thanks for the swift service.

If it is an intermittent noise problem it may suddenly return you may be best to let the engineer call if you do wish to cancel then phone BT Faults on 151 and cancel the engineer that way
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’

5 days to fix a phone fault

A number of phones are out in the Kesgrave area (0147362) including my parenst and they have been told I won't be fixed until 13th. How can we / they get the money they / we are spending on mobile phone calls back?

You can't claim compensation, that is something you get when you are in an accident that isn't your fault or for people who are too lazy and ignorant to go out and do an honest day’s work so they just keep begging people and companies for what they perceive as being inconvenienced in the everyday pathetic little life.
You can however claim under the BT Customer Service Guarantee Scheme, basically BT have three working days to repair a fault. If for whatever reason they don't they will start to pay a daily line rental rebate until the day the fault is fixed.
If you have a call diversion to a mobile then instead of getting the daily line rental back you get £1 a day towards the cost of mobile calls.

Broadband/Phone Fault reported over 12 months ago ...

I've had an issue with my home hub since I switched to BT over a year ago. The hub resets everytime there is an incoming call. I've had 9 engineer visits, the hub replaced, filters replaced and the engineers confirmed that the wiring in the house was sound but there is definitely a problem that they've failed to locate on the property or exchange.
I now have daily phone calls from an offshore call centre asking me if the problem is fixed? This usually ends up with me venting my frustration at them as without actually getting an engineer to complete the job it will never get fixed.
I then had a phone call yesterday responding to one of my daily email complaints and I was advised that it would be a week before they got get yet another engineer to visit. I informed BT that this wasn't acceptable as the previous engineer should still be working on the fault until completion. He should not take on another job until he has finished this one which is a concept that BT are not familar with. I fear that they are hoping that I will eventually quit my contract as it is easier to lose a customer than resolve the problem.
I believe that BT have left me no option other than to take up my complaint with the regulators and find a new supplier.

Hi I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days
They are a UK based BT specialist team who have a good record at getting problems solved
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Reporting Phone Fault - Infinity Customer

Hi,
I have been a BT phone customer for 20 years and in December 2014 I upgraded to also include BT fibre broadband. So I now have BT Phone and BT Infinity.
Today, I noticed that my telephone line was very noisy. So, I tried to test my telephone line using BT’s automated line testing feature from the website. However, I soon realised that this feature is only for copper line customers. Then I rang BT to report the fault today at 14:55. To my surprise I was told that there is no one available in the relevant department to help me and that someone will have to contact me back tomorrow. I am concerned by my experience today. I am wondering whether there is an alternative process for Infinity customers to diagnose/report telephone related problems.
Regards, Kanesh

kanesh wrote:
Thanks. I have FTTP (there is no FTTC option for my area).
Its interesting that there is a noise issue. Have you tried a different phone?
I guess there is no way to restart the voice adapter part, just in case its somehow out of synch, and giving a high bit error rate?
Do you have any extension wiring that may be causing the issue?
I assume you have Fibre Voice Access, and not copper for your phone connection? If so, there would be a fibre voice adapter.
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 fault

Hello - really I do not want help on this subject but I have been trying for the last hour to find the place where to post a new question. It says near the top of the board (Phone in my case) there is a 'new to click on but I can't find one so as a last resort I am posting it on here and hope some kind person will get in touch and tell me what I should have done.
We have BT2500 phone (2 handsets) and we cannot send or receive calls at all. I managed to get it reported on line late last night but have now received an automated response saying they hope to begin investigating soon - probably a local exchange problem - hopefully by Friday night it will be fixed. However we are senior citizens - i.e. old pensioners - who rely on the phone for doctors and emergency calls particularly at night and we wanted to speak to somebody at Bt. With no phone we do not know how to put our situation to the right person can anyone here help>
kind regards............Meggy
Solved!
Go to Solution.

Hi meggy,
I've moved your post to start your own thread.
Please use the 'contact the mods' link in my forum profile to send in your BT account details and we'll find out whats happening with the fault on your line. You can find the link by clicking on my username.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Questionable phone fault

Looking for a bit of advice.
I bought and installed an ADSL Nation XTE-2005 filtered faceplate a few years back and have had no issue with it. The connections are better than the BT supplied plate.
Yesterday we had a fault on the line to the extent that any incoming calls recieved a 'BT' Fault recorded message from the exchange and the internal phones didn't ring.
However, calls out were fine as was the ADSL connection.
I removed the plate and tested at the test socket, effectively disconnecting the internal wiring.
I rang our house number and the fault was still the same.
An Open Reach engineer has called today and pronounced that the fault is with the "non standard" filter plate.
I argued that how can it be the cause of the fault if the fault remains when connecting by the test socket but he's going to change the socket over to a BT supplied one and presumably charge us the £130 call out.
We had a separate fault less than two months ago - no incoming or outgoing calls that time but ADSL connection fine - but the engineer phoned from the exchange to say they had fixed it, presumably a networking/routing issue.
Am I losing my head here - how can the unconnected face plate be the cause of the issue?

Thanks for the reply.
After fitting a replacement BT faceplate and being questioned by both myself over the phone, my wife who was there at the time and her dad who popped up, the engineer decided it wasn't the plate after all but our phone... He then declared the rest okay but left the phone unplugged saying not to use it.
My wife tried it down her mum and dad's and I plugged it back in when I got home, nothing wrong with it. But the 'engineer' had managed to leave one of our internal extensions disconnected. He actually asked me on the phone when I spoke to him if we needed them...
So, I'll be switching a faceplate back over and reconnecting the extension on the weekend and if they charge us for this then I'll be charging them back the same for my time and logging a formal complaint querying possible 'dodgy' practice.
I have to question what would have been the outcome if this guy had turned up to someone with less 'savvy' than my wife. A bill for £130 presumably, but for actually doing what...?

Phone fault: call centre staff seem to be making u...

Very frustrated. We reported a fault with our phone (affects broadband also of course) 10 days ago. Huge amount of crackle on line, so bad we can't hear the other party, and piifully slow BB speeds or no connection at all. Line tests done by BT confirmed a fault 'between the exchange and the telegraph pole'. Fair enough. Told fault would be fixed by 2nd Feb. This came and went with no fix and no contact from BT. Phoned again. Was assured problem would be fixed 'that day'. Call centre phoned back a day later 'just to check the fault had been fixed'. No, it hasn't. How could it be? We live on a small island, we know when the BT engineers are about and nobody has been near us.
Phoned again yesterday. Was again assured phone would be fixed that day (6th Feb). Again, it didn't happen. Phoned again today (Saturday 7th) and was told the reason it hadn't been fixed was that there had been a 'huge disaster locally'. Absolute piffle. I think we would know if there had been a disaster, and our neighbours' phones are all working fine. It's actually a lovely sunny day today. We have, however, had a lot of snow and rain recently and since our phone cables run along the side of the road there are often problems with 'weak joints' where the rain get in. We even know where these places are, and are 99% sure that it's a connection box at the top of our drive that is the location of the problem. It aslways is: we get this same problem several times a year.
Was then was told that even if I couldn't see engineer's van on the road this would be because they were working in the local exchange. Absolute piffle: husband and I drive past the exchange several times a day. There hasn't been anyone working there today at all. There rarely is on a Saturday. Was assured that phone would be fixed by 1pm today. It was 12.40 when I was told this. Needless to say, there has been no progress.
Why can't they just tell us the truth? I would rather they said they were short staffed and couldn't get to our fault for a few days, or that (more likely) the wiring from exchange to pole is in a dreadful state because it's been patched up so many times, and it's now a nightmare for the engineer to isolate the problem.
And it would, of course, be nice to know when our line really will be fixed.
I'm due a call back tomorrow between 12 and 1pm. Any suggestions of what I should say/ask when the lady says she's 'just checking that the line is working properly'??

Hi gterry,
I'm sorry about the problems with your line. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Phone fault,[ resolved ]

phones went dead 1/6/12,got onto BT,they tested line on 2/6/12,contacted me later in the day saying line ok fault in your
equipment or line extensions.ok heres the problem,connect corded phone to master socket,with everything disconnected
including internet,phone works ok,connect another corded phone to extension in hall,which is from master socket,voice says "please hang up and try again" then both phones go dead,disconnect one,the other works ok,either way round.the extension to the upstairs appears to be dead as neither of 2 phones work at all,this extension is also from master socket.
the internet,which is connected via socket in hall is working great, All phones and iternet working perfectly on 31/6/12.
anyone have any answers would greatly appreciate one.l

Its most likely a wiring issue. You could prove it by getting a phone doubler socket like this and plugging it into the "test" socket.
Then plugging both phones into it, to see if they work together.
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.

Ongoing Phone Fault

Could someone please tell me how to go about getting the fault on my phone line fixed. It is now 10 days and I keep being told 3 days, but it is not any different from when I first reported the fault. Today, Day 10 I was told that my calls would be diverted to my mobile but that has not happened either. What do I have to do to get a proper answer to the question When will the fault be repaired?

Hi
I am sorry to see you are having problems
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’

HomeHub 2 phone fault

Just noticed the other day that my HomeHub 2 phone has been acting up, well each time someone phones, the phone starts to play it's ringtone and then around 2 seconds later a high pitched tone is heard (sounds simular to the keypad lock sound), then the phone turns off and turns back on again.
Also another problem is that when I view the missed calls list and contacts, the phone again turns off and turns back on again, but when it comes to making phone calls, it works fine.
So came to the conclusion that the HomeHub 2 phones internal memory has become faulty (could also be the firmware or perhaps both), as I have already tried a reset on both options but doesn't resolve it.
My Motto:
Going to kill my HomeHub 2 very soon.
Solved!
Go to Solution.

DS wrote:
Have you tried removing the phone batteries, leaving it for 10 mins and then reinserting them?
Not saying it will cure this, as I've never heard of these issues, but it might...
Well I left the batteries out longer than 10 minutes, think it was more like thirty minutes and then after that the problems vanished, think I might replace the batteries with a trusted brand so something like this doesn't occure with me again.
Anyway thanks for the advice guys.
My Motto:
Going to kill my HomeHub 2 very soon.

Re: phone fault

Similar Messages

Maybe you are looking for