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.

Similar Messages

BT fault repair & customer service

It is fairly self evident from some of the posts in this forum that BT have a problem with repairing faults and dealing with customers.
My mother's telephone stopped working in August. She reported a fault. She was told the fault was with her device. She replaced the device. The fault persisted. She replaced the replacement device. The fault persisted and then worsened so much so that as of today there is no dialing tone, outgoing calls cannot be made and incoming calls cannot be received.
She returned to BT to report the fault. Customer services maintained that the fault was with her device. This went on for a month. Eventually she insisted BT send an engineer. She received 3 text messages telling her that BT would charge £129.99 to send an engineer if the fault was not with the external phone line coming into the house. She agreed and an engineer from BT Open Reach arrived at the allotted time and diagnosed a fault wit the external line. He advised that a member of the underground works team needed to come and perform some checks. He would becoming out at an unspecified time on Monday 27th October.
On Sunday 26th the engineer arrived. Fortunately my mother was in at the time. Further checks were performed and it was confirmed the fault was with the line. He advised a further team would be coming out to dig up the driveway and install a new line. He could not say when and we need to contact Customer Service to find out when this would be.
My mother duly got in touch to be told that the fault was with the device and not the line. After a brief exchange a supervisor came on to the line to advise that the works would begin on Tuesday 28th October. My mother waited in all day. No-one arrived.
I then became involved and spoke to customer services. I was told a different untruth by call handlers until I spoke at length with the floor supervisor at the call centre. We agreed that he or a minion would call me on the 29th October to set out the plan for the repair that was now 2 months overdue. A minion called on the 29th October and promised faithfully that engineers would arrive on the 30th October to install ducting and then a second time would arrive shortly thereafter to install the new line. My mother therefore cancelled her holiday plans so that she could be at the house when they arrived.
They have not arrived and will not be doing today. Mother has been in touch with Customer services and the fault manager advised her that the engineers were there and were working on the fault. My mother looked out of the window to see her driveway intact and no engineers present. The fault manager then back tracked to say that the engineers were working on the fault at an undisclosed location and they did not need to be at the house.
I have been promised a call this evening when the work at my mother's house has been completed to schedule the final works. Needless to say this will be an interesting conversation.
I am frankly staggered that a company who is not backward in coming forward when charging for services believes it is an acceptable practice to lie to its customers. I have tried to avoid the word 'lie' throughout but there is no better word to describe BT's actions. They have, via their customer service department, lied at each and every step of the process.
I had a look at the terms and conditions of service re line rental and BTs obligations and was startled to see that BT agree under the T&Cs to repair a fault with their line within 3 working days. We are into the 3rd working month since this fault was reported.
Thanks for reading. I will update anyone who is interested when the fault is repaired - probably in 2017

BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
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.

How do I report a fault if my phone is not working...

How do I report a fault if my land line phone is not working? The BT website seems to assume that at the very least the broadband line is working but this is often not the case. Please could you make it crystal clear what phone number to call to report a fault? (e.g. if calling from a friend's phone or a mobile).

Cal 0800 800 151 from another phone, or From a mobile: 0330 123 4151
But first do these tests here http://bt.custhelp.com/app/answers/detail/a_id/9812/c/345,353
You can report the fault online at https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=2&s_cid=con_FURL_faults
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.

Can someone PLEASE help me report a fault??

Quick history. Phone and infinity went down 3pm yesterday. Disconnected all internal wiring and tested from the test socket on the NTE with a known dood corded handset and got no dial tone, just lots of hissing and cracking. Most likely damp in the works somewhere (underground feed).
Called 151 yesterday. Was not able to persuade the chap on the phone that there was a fault - automated testing said it was my wiring. He would not believe otherwise. He reluctantly offer to make an appt for an engineer to have a look, and offered Jan 8th. I said that's not good enough. My wife has end-stage liver disease and is in constant contact with various medical people (we missed and appt this morning because the district nurse couldn't get hold of us). She has 8 appts in the next ten days, and I often have to leave her alone while I'm out. We need the phone fixed asap. He disregarded all of that so I asked for escalation. He told me a manger would call withing 30 minutes and said the manager would say no different. The call never came.
About 7pm called 151 again. Operator claimed manager had called me - he hadn't. Operator offered no further help other than to promise another manager would call me between 10am and noon today. Operator also disregarded my wifes health and told me she would not prioritise the call.
Needless to say the manager didn't call today.
I have just tried calling 151 again, and the system now tells me I'm not a BT customer and cuts me off. The fault tracker on the website tells me I have an internal wiring fault and suggests I call 151 if I think otherwise.
I'm just about ready to lose my rag. Does anyone know how I can proceed now?

Hi duncanreed
I am very sorry about this. I'll be happy to get involved and sort this out for you.
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 :-)”
td-p/30">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’.

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’

Download failure - how do I report a fault?

I bought a couple of albums this morning. The first downloaded without any problems. The second (Pure by Hayley Westenra) kept crashing iTUNES. It would download three tracks then would crash at the processing stage. I reloaded and repeated the download attempts and it was looking like they had been downloaded. The iTunes store seems to think so too as they are no longer listed for download, but I cant fnd them in iTunes. I tried clicking the report a problem button in My Account downloads section but nothing happened other than the button disappearing. Any suggestions on what I do now?

Cal 0800 800 151 from another phone, or From a mobile: 0330 123 4151
But first do these tests here http://bt.custhelp.com/app/answers/detail/a_id/9812/c/345,353
You can report the fault online at https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=2&s_cid=con_FURL_faults
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.

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’

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?

How do I report a fault with my home line?

Just thought this was as good a place as any for this little tidbit: if you're having problems with your phone line service like not being able to make or receive calls, or your line is crackly and drops out the people you need to talk are our Fixed Line Faults team on 132203. However sometimes the phone isn't convenient for you. That's why we also have our https://go.telstra.com.au/helpandsupport/-/reporting-a-fault-with-your-home-phone-line
Using that form, we can identify a number of common faults and if it's required we'll ask you to fill out some details so we can call you back. Of course if your problem doesn't fall into any of the categories on the form then your best bet is to give us a call on 132203 and talk to someone to work out exactly what's going on with you over the phone.
I hope this helps, and if you have any thoughts about this or think I've left anything out feel free to comment away!
-Dylan

Hi, Phone lines been reported as down again. Sigh... I think we're up to the fifth time in the last 30 days that it's gone down... (Stopped counting the number of times over the last three months). Haven't even reported the times that one of us has got up in the middle of the night as the hands free set's been beeping registering a lack of dial tone. Sometimes it's back up again by break of day, othertimes - not so much. Bit over it really, wish Telstra would just fork out for whatever piece of equipment up at the main road branch pegs out whenever we've had more than an inch of rain. You get that a bit in the tropics. Airlie Beach has spectacularly bad phone service and roads.... As you're meant to phone and report on 132203 if the lines been reported as faulty in the last 30 days, I've spent way too much time on that number. I've actually just had that number on speakerphone on the mobile for the last five minutes. I've almost given up reporting line faults, have Telstra given up answering them too?? I've never been a conspiracy theorist, but are you lot trying to get us all to move to Skype and mobile?? Does Telstra own Skype shares?? Is there such a thing as Skype shares??? Whatever... Could you just fix the line already???

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’.

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’.

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’.

Record is not displayed in Historical Reports-Activity with no Customer

Hi All,
We have an issue in Historical Reports for Activity.we are using Book of Business also.
Now the issue is under Activity History as subject area, when an activity doesn't have any Customer it should come as Unspecified in the report.
Like if it doesn't have account assosiated to it then it is shown as Unspecified in the report.
But for activity with no customer assosiated to it, it is not showing the entire record (Acitivity) in the report.
When the Customer field is removed from the displayed columns then we are able to see those activities in the report.
Note:
But when the Book of Business is not there previously, it was working fine
An response is appreciated.
Thanks & Regards,
Lemu
Edited by: Lemu on Dec 28, 2010 10:33 PM
Edited by: Lemu on Dec 28, 2010 10:34 PM

Hi,
Yes we have a workaround for this.
Since the Primary Customer is not exposed as an Activity filed.
Copy the value of the Primary Customer and display it in a filed of activity using workflows.
Then replace the customer filed with this filed.
Then u will get the activity without customer also cause the customer filed is a normal activity field.
Hope this helps.
Regards
Lemu

Can I use Report Manager to distribute customized oracle reports?

Hi,
Can I use Report Manager to distribute customized oracle reports, other than FSG reports?
If no, is there any function that can be used for distributing reports submitted from concurrent manager in r12.1.2?
Thanks for any advice!
HY

Pl post details of OS and EBS versions.
>
Can I use Report Manager to distribute customized oracle reports, other than FSG reports?
>
I am not sure - pl ask your friendly Oracle salesperson if this functionality is included in your license.
>
If no, is there any function that can be used for distributing reports submitted from concurrent manager in r12.1.2?
>
Another option could be to use XML/BI Publisher - again, you will need to check if your license includes distributing custom reports.
HTH
Srini

A report to show 2008 Customer Sales by State.

My customer needs a report to show 2008 Customer Sales by State. I don't see any SAP reports that will do this. Is the state held in any of the document files that I could use to create a query?? Or does anyone have a query that reports this information?

Try using following query:
SELECT T0.CardCode, T0.CardName, T0.DocNum, T0.DocDate, T0.DocTotal, T1.State
FROM OINV T0
INNER JOIN CRD1 T1 ON T0.CardCode = T1.CardCode
AND T0.ShipToCode = T1.Address
Though A/R Invoice, does not store the state code separately, it does store the addresscode, which was used for shipping, which could be linked to the Addresses table. Though if the user changes the address manually, than there is no other way, but to do some programming and find the address name, though it will be pretty difficult, because users might not always be correct with their spellings.
Rahul

Reporting Phone Fault - Infinity Customer

Similar Messages

Maybe you are looking for