Serious static in phone line

I signed up for a landline.
The static is so bad, that others can not hear me.
Or the phone only rings once.
I told them that I don't consider my service as being started until it actually works.
I never had this problem with AT&T.
I have sent several emails, all have been unanswered.
I have made recordings of the line noise.
Best regards.

drew wrote:
Smith6612 wrote:
If you have DSL, since this was posted in the DSL board, have you filtered your phones? Have you considered checking your phone service at your NID? How about calling Verizon from a mobile phone or another line, so they can do a test and dispatch a tech?
I have already called them.
Apparently a land line only customer is a low priority. Effect of monopoly ??
My NID is inaccesible to customers. Wasn't the case with my previous telco.
I don't have DSL, but I used a DSL filter but it made no improvement.
I will keep you posted.
Take care. :-)
Okay. As long as there's no DSL you can ignore the DSL filter bit. In this case, Verizon should be making a big effort to come out and service your static issue. I've had luck with calling them on an evening, and having them out the next moring, although that could be due to the types of connections I call them on (Business) or just my area. Regardless, Verizon has a 24 hour window if you're offline entirely to fix the connection, and away from that, has to make every effort otherwise to fix service issues. For now, keep working with them and grab some credits on the bill for poor service.
========
The first to bring me 1Gbps Fiber for $30/m wins!

Similar Messages

  • Static in Phone Line

    My iPhone has static in the line; I can hear callers, but they cannot hear me due to static. Someone please help!

    drew wrote:
    Smith6612 wrote:
    If you have DSL, since this was posted in the DSL board, have you filtered your phones? Have you considered checking your phone service at your NID? How about calling Verizon from a mobile phone or another line, so they can do a test and dispatch a tech?
    I have already called them.
    Apparently a land line only customer is a low priority. Effect of monopoly ??
    My NID is inaccesible to customers. Wasn't the case with my previous telco.
    I don't have DSL, but I used a DSL filter but it made no improvement.
    I will keep you posted.
    Take care. :-)
    Okay. As long as there's no DSL you can ignore the DSL filter bit. In this case, Verizon should be making a big effort to come out and service your static issue. I've had luck with calling them on an evening, and having them out the next moring, although that could be due to the types of connections I call them on (Business) or just my area. Regardless, Verizon has a 24 hour window if you're offline entirely to fix the connection, and away from that, has to make every effort otherwise to fix service issues. For now, keep working with them and grab some credits on the bill for poor service.
    ========
    The first to bring me 1Gbps Fiber for $30/m wins!

  • At a loss with phone line and broadband

    Hi,
    First of all, sorry for cross posting this, but as you might gather I'm currently stuck between a rock and a hard place.
    http://community.bt.com/t5/Phones/At-a-loss-with-phone-line/td-p/54639
    I'm not going to repeat everything in that post, just to say when all equipment is unplugged and you get crackles and white noise through the phone, it can not be equipment, no matter how intermittent. Am I correct?
    The main reason for cross posting is around the annoying BRAS IP profile. It seems that for 30mins of static, I get stuck on a 130k profile for 3days. I could cope with the occasional outage or slow down, but 3days is half a week and when you have the recent bad weather, you get 1day of decent profile before the next spat! As a result of this, I would like to see if anyone else in the community has been through similar?
    I will point out that I have been working in IT for 13years, so I like to pretend that I know something about things, but I must say that BT is one of the only companies that I deal with and dealt with that seem insistent on blaming the customer for everything. 
    Connection information
    Line state Connected
    Connection time 0 days, 1:44:21
    Downstream 2,048 Kbps
    Upstream 448 Kbps
    ADSL settings
    VPI/VCI 0/38
    Type PPPoA
    Modulation ITU-T G.992.1
    Latency type Interleaved
    Noise margin (Down/Up) 9.6 dB / 19.0 dB
    Line attenuation (Down/Up) 53.0 dB / 29.5 dB
    Output power (Down/Up) 17.8 dBm / 12.1 dBm
    Loss of Framing (Local) 0
    Loss of Signal (Local) 0
    Loss of Power (Local) 0
    FEC Errors (Down/Up) 5261636 / 45
    CRC Errors (Down/Up) 0 / 2147480000
    HEC Errors (Down/Up) nil / 28
    Error Seconds (Local) 134
    Solved!
    Go to Solution.

    No I'm suggesting the mod team is preferable to calling India ....
    What they do with you is down to them ....  and you.   
    Allbeit I doubt you'll see a profile reset, but even better you may see a lasting resolution, hopefully.    

  • Static on my line - issue with cable in my neighbor's yard

    After a bad rainstorm in January I started to get extremely bad static on my line and it was unusable.  I contacted Verizon to schedule a repair.  A week and a half later the technician came out, did some work and appeared to fix the problem.  A day later it rained and the problem returned.  Another repair request.  Another week and a half.  This time, the repair person called me and said that there was some issue with water getting into the line.  He thought the problem was in my neighbor's yard, but he was having an issue getting into the yard.  I'm not sure why as she is home all day during the weekdays.  He also mentioned that he made some sort of repair with a circuit in the office.  Again, the problem "seemed" to be fixed but soon returned.
    What else can I do to get this resolved?

    Rain and older copper telephone service have always been an issue with one another, so it might be an especially hard problem to fix once and for all.   If you want to do "your due diligence" then double check with your neighbor as to when a good day and time would be where the technician could go in their yard.  Get their number for contact, and when you file another report make sure to give them both your numbers, and let them know the neighbor is giving access and right of way to Verizon to do the repair.   If it's FIOS then it would be unusual that the problem is outside (not impossible) but real unusual.  SO if FiOS is in your neck of the woods, you may want to just upgrade, it will likely fix your problem if it's really outside in the yards and the streets.  
    Also - when the static comes back, MAKE SURE it's coming from the street.  It most likely is, but go ahead and make sure.  Take your phone to where your outside Verizon box is located, open it up and plug it in (standard telephone test jacks are inside the Verizon box, they sometimes call it a NID)  
    If you get static even when plugged in at that box, then yes it's an outside problem that they need to fix. 
    If it's clear when you plug in at that box, then they don't need outside access, the trouble is inside your house. 
    Hope it helps.

  • Phone Line and Broadband

    Just recently my phone line has become extremely crackly and my broadband has become so slow that if I use Youtube I can watch approx 3 secs of clips before it stalls and the loading symbol appears. Today it got worse when everytime I use the phone my broadband disconnects.
    I have tried disconnecting everything from the HomeHub, restarting it, checking all connections etc. I would like to speak to a human being but couldn't find any numbers.
    Could anyone, of a human kind, please give me some advice?

    Maybe worth doing a few checks before you call them, have a look at this self help guide.
    http://www2.bt.com/static/i/media/pdf/repair_guide​.pdf
    (If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
    If I have solved your Issue please click the "Mark as accepted solution" button.

  • 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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    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Crackled phone line and incredibly slow BB connect...

    Hi
    Im having serious issues with my phone line and BB connection. It has been ongoing for some time, roughly 6-8 weeks. The line becomes crackly with noise becoming so bad at times, you cannot hear the other person on the phone. This usually occurs in bad weather. 
    The BB line however turns on and off frequently, especially at night time. When it is connected the line is very slow and it takes forever to load anything.
    Here is some info on our line.
    Line state
    Connected
    Connection time
    0 days, 1:44:14
    Downstream
    320 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)
    19.1 dB / 20.0 dB
    Line attenuation (Down/Up)
    50.0 dB / 29.5 dB
    Output power (Down/Up)
    14.9 dBm / 12.1 dBm
    Is there anything that can be done over the line or must an engineer be needed?

    you need to report it to BT Faults on 151 with no mention of broadband in the call
    You need to check that the noise is at the test socket to avoid any possible charges
    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’

  • No Landlines Service Since 8/30/2013 @ Pm est. and still no phone line

    My landline has not worked since 8/30/2013 at 4 Pm est. and still is not working to this day! I live in Hopewell Va and because my phone line is down I have NO INTERNET and the Verizon Customer Service Is NO HELP, I have been a loyal costumer since 2007 and I can't believe that NO ONE IS AVAILABLE TO FIX MY LINE Until 9/4/2013 totally UNACCEPTABLE!!!!  I called to report the problem and that automated system was not helpfull, it took me 30 minutes to talk to a REAL Person and even they gave me the run around due to the problem no fault of my own it is VERIZON'S Issue and they won't fix it until 6 days from the day I reported the problem, 6 days with no landline phone and NO INTERNET there is some serious issues with this.  Verizon Has Dropped The Ball!!!!!

    Hi Exingentcircumstance,
    Welcome to the community and thanks for posting!
    Sorry for the problems you're having with your broadband speed.  I can help you from here.  To get in touch, click on my username and under the section "about me" you'll see the link to "contact the mods".
    Whenever we've received your details we'll take it from there.
    All the best,
    Robbie
    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 that 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’.

  • My phone line is faulty and am unable to contact anyone to fix it.

    I have a serious fault on my phone line. I am unable to send out phone calls or receive them on my landline. Can you please help me.

    Do you get a dial tone? Is your BB working?
    Have you tried plugging the phone in the hidden test socket?
    You probably have a "one-leg broken" fault (technically "HR Dis"). A landline consists of 2 wires, both of which are need for voice, but only any 1 for BB. Usually when this happens the BB runs slower than usual.
    To confirm this Please post your full router stats. For a BrightBox: login and go to Advanced Settings/ System/ (A)DSL Status. Also post 'Time Connected:' from initial Status page. Full router stats are key to any speed & connection issues.
    It is likely that the break occurs between you & the exchange, but it needs EE to call out BT Openreach to fix it.

  • No phone line and no one will talk to me

    Hi, my internet was jumpy for a couple of days and then I got such bad static on my line I couldnt make or hear any calls. My line is completely dead now, absolutely silent. Everytime I call the helpline, as soon as I give my number over, they hang up on me. Its happened 3 times now. Why should I pay for a line I cant use and why wont anyone talk to me. Ps my internet is still working

    Hi stressed-out-lass,
    Thanks for posting and welcome to the forum.
    I'm sorry to hear about the fault with your phone service and I'm sure we'll be able to help you get this sorted if you use the 'contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username.
    Cheers
    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’.

  • My eMac's modem, the phone line, or what?

    i have a dial-up connection. Yes, there are still some of us out here. DSL is not available and I have heard horror stores of satellite service n our area.
    Of late, I am having difficulty getting and maintaining a connection. Connection speed varies widely. My ISP wants to blame the phone lines, the phone company wants to blame the house wiring or the modem. How the **** do I know which it is? I have unplugged other phones, tried other jacks, with the same results.I suspect the phone lines, but getting Verizon to admit that is nearly impossible.
    How can I test the modem? I am using the internal modem.
    I am open to any suggestions.

    It's usually the phone lines in your house. They are daisy-chained around the house & every connection results in losses. Verison should be able to come out and do a test on the line where it enters your house to see if the line meets specs. Also sometimes squirrels will chew on the outside line and allow water to get inside the wires, which causes loss of quality. Do you ever hear static when using the telephones?
    Years ago when I used dial-up, I had the problem of low speeds (in the 20K region). I solved the problem by running a new direct line from my attic where the tel line junction box entrance to the house is located, direct to my office. My speed then was usually 44-48K with almost no dropouts. I bought the wire at Home Depot and installed the line myself. Maybe you could do the same.
     Cheers, Tom

  • 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.  

  • How difficult can it be to get a phone line instal...

    First of all, for a communications company, BT are shockingly bad at communicating with their customers!
    We ordered a home move for our phone line and Infinity services back at the start of Dec, and had an activation date of 19th Dec. The engineer duly turned up on that date and set about the install. The single socket in our house was not where we wanted it (no power socket close by for the broadband router), but he would see about moving that and all was good so far.
    However, the engineer was struggling to get a tone on the line and after much to-ing and fro-ing and calling another engineer who was nearby, decided that the actual wires to the house were damaged somewhere between 30m and 250m from the house and as he was not qualified to do any underground works, he was going to pass the job onto another engineer. The next engineer duly came next day (on a Saturday no less!) to get us up and running. No dice. The engineer could not find the break, and we would have to get a new cable put in. 
    Now, apparently when our house was built the telephone cable was not put in with any ducting and ended up being concreted into the wall! So we would have to get new ducting and the works installed. He then went to paint up the pavement where it needed to be dug up to put the ducting in etc. Except the pavement was covered in leaves, so he sprayed the leaves. Hey ho - I knew where he had painted and I would be able to direct the guys if necessary. As the was the Saturday before Xmas, he was doubtful if the contractors would be before the New Year. The engineer did however get the broadband connection available. 
    Roll on the New Year and it's a stoney silence from BT, until the morning of the 13th Jan, when a contractor appearred at the door to say he was here to put in the ducting. I pointed out where it was going and left them to it. I glanced out of the window after a while to see they had made a 2ft gap in the hedge at the wrong side of the garden! I also watch in disbelief as one of the guys loaded his wheel barrow with spoil and wheeled it into the woods across the road and dumped it. These guys were the "dig things up" gang, another team were the "filling in" team and they would be along shortly to fill in the hole and re-lay the tarmac on the pavement. However, we at least now have the ducting from the street the house with a rope in the duct to allow a cable to be pulled through. Progress of a fashion.
    A few days later, the hole was filled in and the pavement tarred. It then took a full week before another engineer turned up to actually pull the wire through the ducting and connect us up. Except he couldn't because the rope was jammed. So he passed the job back to somebody else. Then 2 days later engineers 5 and 6 turned up with a rodding wire to free off the rope. They couldn't free it off. They did work out that the ducting was probably dislodged by the "filling in the hole" team, thus trapping the rope. This would need the pavement dug up again to reset the ducting. Oh joy.
    So, imagine my surprise when another engineer turns up one morning to install our line to discover he couldn't pull the rope through, then another engineer turns up in the afternoon to do the same , followed by yet another engineer the next day! 
    Meantime, the only communication from BT on the whole matter is when we call them to be told it is all in hand and it will be completed "in 2 days time", or we receive a text message saying they tried to call (no missed calls), and would try to call again in 3 days, do not call them back.
    So far in this saga we have had 13 people at the house, not getting us a phone line, in nearly 8 weeks and absolutely terrible communication from BT.
    A call to BT at the end of last week resulted in a promise that we would be fully installed by yesterday at 8pm.
    I called BT this morning to be told that the external works will be completed by this Friday and they would then call me back to arrange an appointment for the engineer to come and do the install next week!
    The only saving grace is we do have an internet connection (pretty vital for me as I work from home!) although I do have an extension cable running across my hallway and we have not been getting charged for line rental for the past 2 months.
    I was told today that we should be getting compensation, but to be honest I am not bothered about that - I JUST WANT A PHONE LINE INSTALLED!
    Rant over (for now!)

    Hi smert, 
    I am sorry about the delay in getting your phone line on. It definitely sounds like you have been going through the mill lately with all the work being done and still no phone line. 
    Please send me in your details using the "Contact The Mods" link found in my profile and we will take it from here. 
    Cheers,
    OlgaC 
    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 that 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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  • Phone line dead, over 2 week wait for possible rep...

    Hi there
    I'm posting on behalf of my Mum who cannot post in the forum as her phone line/broadband are currently down.
    On Friday 4th January 2013 she noticed the phone was dead, and also that the Internet had stopped working. She rang the usual number BT provides and was told by an Indian chap that there is a fault but there won't be anybody available to look at it until 21st January 2013! She was not provided with any reference numbers to track the case or anything which didn't help.
    Bear in mind my Mum is in her late 60's and relies on the phone to keep in contact with relatives, and this is especially important since my Dad died.
    I am aware that Openreach are busy yadda yadda, but it is simply not acceptable for her to wait over 2 weeks for someone to at least have a look at it! She has spoken to her neighbours and they were having problems originally which now appear to have been sorted.
    I am worried that not only will she have to wait but that she will charged a ridiculous fee for any repairs, even though the fault is not anything that she has caused. Also I am not happy that BT are going to charge for zero service for a two week period, surely this is essentially robbery?
    Is there anyway I can get this escalated, and is there anyway I can get the charges she will receive refunded?
    I have already contacted someone in the forum via e-mail but I don't think it worked as I was using my brother's mobile at the time.
    Thanks in advance
    Solved!
    Go to Solution.

    Tootsie wrote:
    You're welcome. Also, I understand that your mum can have al her calls diverted to an alternative number and there is some form of compensation available for loss of service....I'll see if I can find the details.....I've seen them somewhere
    BT will not pay you compensation they will only refund your line and BB rental if your phone has not been repaired after the end of the 3rd working day also if you have your line diverted you are not entitled to this refund.
    (If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
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  • Trouble getting my phone line connected

    My saga to date....
    I contacted BT on 20th April to advise them that I was moving home on 29th April (to a newly built house).  An engineer was arranged to come to my home on 10th May to carry out the connection.  Prior to the 10th May, I had a visit from an engineer to assess the job.  My house has been built in an older part of a village which still relies on telephone poles and lines going from the poles in to houses.  During one of these visits, it was noted that I would need a pole placed in my garden to connect the line to, then the line would be connected from there.  The reason behind this was due to the fact that my house is built low down, and to take a wire straight from the main pole would make it slope too low.  I was quite happy with the solution put forward, and was happy that things seemed to be in hand.  At no point was I told that the work would not go ahead on the 10th May.
    This is when the problems start.......
    I feel that I am living in the dark ages again.  I have no phone line, hence no Internet access and do not get a mobile signal in the area I now live in!  I rely on travelling to my daughters' house to use their phone and Internet access, which is not convenient.
    The 10th of May came and went, and nobody appeared at the house, and I received no communication that work would not be carried out on this date.  I phoned BT, and yes, I was talking to a call centre in India.  When the operator finally grasped the issue that the engineer had not appeared she checked with her suppliers to inform me that there was a problem and that this would be assessed by the 14th May.  BT would then advise me on the 15th what the next stage would be.  Unhappy with this, I was eventually put through to the supervisor (waited 40 minutes on hold!).  Got no joy from him, but the promise he would personally contact me on 15th.  I had to accept this and hung up.
    On Monday 13th May, I went online to check the progress of my order, only to note that my latest BT bill was ready.  When I checked the bill, I noted that BT had started to bill me for my phone and broadband package from 10th May!.  Blood pressure steadily rising, I contacted BTs billing department, yes once again an Indian call centre, to complain.  Got the standard script from the operator - very sorry etc. During this conversation, it was realised that BT had the wrong postcode in for my house (it was the correct street, but the post code for odd numbered houses). The operator, against my pleas not to do so, cancelled my order, and set up a new order for the correct postcode. She assured me that she knew what she was doing and not to worry, everything would be fine (I had explained the saga to date to her).  She set up a brand new account, allocating a different phone number, and requiring me to set up new direct debits - I'm not sure how she couldn't just change the postcode for my original account.  A new connection appointment was for 21st May, and I was assured that there would be no problems I would be connected on this date.
    The 15th of May came and went, and no phone call from the Indian call centre manager.  I did not call back at this time, as a new appointment had been scheduled. 
    The 21st came, and an engineer did appear - hooray! He looked at the house and told me - I cannot do your connection.  A pole is needed to run a the line to.  He was able to tell me that my number had been set up in the exchange.  I was more than a little angry and frustrated at this point.  BT knew that a pole was required back on 6th May - why had this information not been dealt with!
    Again I phoned BT, back to the Indian call centre.  Explained the whole saga.  He checked with his 'suppliers' to find out what was going on.  Came back to tell me that further information would be available the next day.  I was getting a little annoyed at the point.  I explained that the work required was to erect a pole in my garden to run the line to.  All I wanted was a date for when this work would be carried out.  He could not give me this info saying his suppliers would not give this until the next day.  I asked who the suppliers were - BT Open Reach, but he would not let me speak to them directly.  He promised to phone me back the following day with the update - probably to get me off the phone.   I again explained that I had no means to which he could contact me in my own home, and would require to go to my daughters house to receive the call.  He agreed to phone me back at 10am on 22nd May - a time when I would go to my daughters.  Yes, once again they failed to phone back!!
    I again phoned back - yes back to India I went.  Asked to speak with the manager - but the operator would not connect me saying he could help.  Went through the saga once more - again got the text book apologies (which are getting rather annoying now).  He contacted the 'suppliers' and promised that contact would be made with me within 24hours by the engineer with regards to the work being carried out.  I told him that I had been lied to on so many occasions that I didn't believe that this was the case and asked to speak to BT Openreach to confirm this.  He stated that this could not be done.  Trust him, why would he lie to me  - which I told him would be to get me off the phone.  I left my daughters phone number as a contact.
    24hours has now passed, and yes - once again no contact.  I cannot face talking to another operator in an Indian call centre who will tell me anything to get off the phone.  BT's complaints procedure is pathetic.  I feel totally helpless in this.  There doesn't seem to be any communication between anyone in the company.  The call centre staff are telling you anything just to get rid of you.  I suspect that I am now being billed on 2 accounts for a service I don't have, and no doubt will be another saga when I eventually get a working phone line.
    I am no further forward to when this work will be getting carried out, and getting more and more frustrated.  Is there any suggestions on where / who I can go to.
    Solved!
    Go to Solution.

    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’

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