Sudden trouble on phone line

I have already booked the services of a BT engineer but I wonder what could have happened to my phone line particularly on incoming calls. I am now getting an echo on conversations, or if one conversation goes then it is replaced by a dialling tone. When I dial 1471for example the recorded voice is echoed a second or two later so that they annoyingly overlap. This seems to have occurred in the last day or so.
We have overhead lines and mine was replaced within the last five years. I wonder whether the excess rainy weather is the culprit. My exchange is less than a half a mile away and I have three phones on the ground floor. All give this problem and I have changed them all around as indeed their ADSL filters as well. I have a BT HUB 3 for my BB supply.
Solved!
Go to Solution.

Your line is in contact with another line on the external network somewhere. The line test should detect that fault quite easily and BT will pass the fault to Openreach.
I assume that you have reported the fault online?
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

Trouble with phone line

Phone line has been dead since Saturday, had my kids birthday party so didnt realise till very late and was also away on Sunday so phoned yesterday morning and was told that there was nothing wrong with my line. However, it said all day yesterday and now(bt.com finally working after being down all day)that they were looking into a fault and it was still open. Phone line still down, have to turn internet off for them to trace fault so how am i supposed to get intouch with anyone?? Need phone line as I have no mobile apart from hubbys who has it in work so there is problem with my kids in school, they cant get hold of me. I know bt engineer was working on corner of my road on Friday afternoon so dont know if all this is connected as didnt actually use my phone Friday at all. Where do I go from here?? Line makes ringing tone if you are phoning you can hear as normal but the phone isnt ringing outobv because the line is dead, please help

Have you done any checks on your line to locate if the fault is not within your premises?
If you go back through the automated system does it say where the fault is located and does it give you an estimated response time?
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If you can't deliver, don't promise! Late phone line activation

So I moved into a new flat and ordered sky broadband where I spoke to some very helpful advisors on the phone and everything was paid for swiftly. Setting up and paying couldn't have gone more smoothly and I was very impressed with the service.
However...I was told with complete assurance that I would receive my router on Tuesday 30th June (yesterday) and I would be up and running by Wednesday 1st July.
It was only despatched yesterday (rather than Friday which I was told) and having checked 'Tracked my order' it suddenly says my phone line won't be active until 7th July.
I've already rung Sky and they said its out of their control for when the phone line gets activated and they give an estimated date which 9/10 is right.
My complaint here is if its NOT a definite date then why tell tour customers that it DEFINITELY will be up by a certain date if you can't actually guarantee it? I have exceeded my mobile data now thinking I would have home internet by today (1st July) but now having to pay for more data as I've been trying to sort out
A) why the router was despatched late
B) why on earth the phone line won't be active until a week after the promised date
I understand part B is out of sky's control, however I feel that if you can't guarantee the activation date, do not lie to your customers and tell them it will definitely be ready! I would have rather you say that it will probably be ready on this date, however there is a small chance it may be a week or so later.
I am much displeased with being lied to, and as such am now being charged for using mobile data as I expected to have my broadband up and running by today. But now I have to wait a week whilst running up even more charges on my phone for necessary reasons I.e not checking fb
I hope you take my advice into consideration and stop giving your customers false hope when you cannot deliver what you tell me with 100% assurance.

*have reposted under phone and line rental topic but can't find how to delete this post*
http://helpforum.sky.com/t5/Talk-line-rental/If-you-can-t-deliver-don-t-promise-Late-phone-line-activation/m-p/2349348

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
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You can have BIG TROUBLE with FIOS (half phone line only)

Hello world,
I got the FIOS mid-September,
and this week it will be one month since my phone line broke for a lot of people (they can't call me anymore),
and Verizon can't do anything to correct their misconfiguration.
So, I am alone, with half of a phone line and with an operator (Verizon) who is doing nothing.
My situation: people from Cox Communication (a famous but local operator in my state) are impossible to call me (when they try they receive the information my number doesn't exist) because I asked to Verizon to keep my number and to move it from Cox to Verizon FIOS (so, I wanted to keep my number, very simple, but impossible for Verizon).
For 4 weeks, I am trying to explain this simple situation but their answer is "all is fine from Verizon".
Does anyone have an idea to solve this stupid situation?
Thanks

Understand that if this is impacting incoming calls from people uing your old "phone" company but not calls coming from other service providers (i.e. non-Verizon but not Cox customers either), then the problem is on Cox's end.
Cox never deallocated your number properly when you ported it over to the Verizon -- so they still have it defined in their tables as belonging to them and when people try to call it from on the Cox network, it goes to a disconnected number deadend.
If this is the situation you have, then you must call Cox and tell them that you "ported your number out to a new provider" and ask that they "release and deallocate" the number from their system as they no longer own it so that calls from customers on their network witll terminate properly. It will take some persistence and you'll probably need to get past the first level tech support person and make sure you get someone who understands the phone network definition process to get them to fix it.
If you can't receive calls from anyone -- except other Verizon customers -- then it's a Verizon problem in that they haven't properly completed the port of the number from your old provider -- who is probably still holding the number in an inactive state. If this is the scenario, then Verizon is the one who has to fix this.

Troubles setting up appointment to fix phone line.

My home-phone/land-line service has been out for two days, and I do not have a cell phone/alternative phone - Following the steps provided on the Verizon website setting up a repair ticket to fix my phone line, it requires me to answer a phone call to approve that the appointment is correct, giving me no other options such as email to acknowledge the appointment. Is there an alternative way I can get this set up? Going through the verizon website I was unable to find the ability to contact a human in customer support, I need this back up and running as early as possible, and this is causing a major delay if I have no way to approve the appointment.

Welcome to the discussions,
did you follow the steps described in this article?:http://support.apple.com/kb/ht3575
or try to set up an account using your computer instead: http://support.apple.com/kb/ht2731

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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No Phone Line for 1 week; moving towards urgent!

Hello All, I am posting this on behalf of my father.
Problem
Phone line has not worked for a week; BT broadband works. Context: he lives along a country lane, nearly all his neighbours are experiencing problems with their phone line, broadband or both. Becoming urgent? One of his neighbour's husband died this week and she has had no phone line to organise the funeral. She now has a mobile phone which she can hardly use, she is very elderly. That example was to illustrate that inaction can really affect people.
Actions Taken
1. My Dad phoned the BT fault line. BT (to give them credit) arrived the next day. They checked the wiring inside the house and confirmed the fault lay with BT. They then confirmed that they needed to dig up the road and the job was with 'Planning' and there was nothing more they can do.
Follow Up
1) My Dad did not get a reference from the BT guys that initially visited.
2) He has not heard back from BT of their Planning department.
3) He has tried to phone Customer Services but ends up in India and gets confused. He is elderly as well.
4) He did manage to use the Live Chat function last night and communicated the problem on his line. He got a text today to say it was all fixed and his phone would work. He got home and his phone did not work. Something he could not get his head around since BT texted him to say it would be working. Different generation, different values!!
Conclusion
I guess I am asking for help or advice. Any help would be much appreciated.

Hi Illogan,
Sorry about the trouble here.
I'll be happy to have a look into this for you and try and get the line up and going again.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
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Phone line needs "waking up"

Followingmonths of trouble three years ago our problem was solved by an expert here and the Care Team sohoping someone can help here.
Our phone line went dead yesterday. Panic. But the broadband was fine. So we went through the usual in house test regime and all seemed ok. I called my daughter on the mobile to tell her and asked her to try and call in. Yep, it worked. My husband then picked up the phone and hey presto - dialling tone. This has happened several times during the day. Line goes dead - I call in on the mobile- answer my own phone - out line is restored. It's as if the phone line dozes off and needs waking up. Haven't called the fault in yet as it's Sunday and I thought maybe there's a very simple solution out there. And it does sound totally bonkers.
Hoping for a magic solution or failing that advice.

Hr (high resistance) fault on the line or a slight break in one of the wires. Dialing in causes voltage to be applied down the line to ring your phones. This can temporarily fix a hr fault.
Could be something else mind you like faulty exchange equipment.
Get an engineer out to check.

Bizarre Broadband / Phone line problem..... please...

Hi all
Currently suffering a very bizarre problem with BT Broadband. Here's the chronological order of what has happened, note that I run a wired connection to my computer from my BT hub (model version 3) that is connected to my phone line through an extension socket upstairs in my house.
1) Woke up and BB all of a sudden not working, orange BB light flashing on hub. Not touched or done anything different, BB worked fine the night before. Phones connected to extension sockets work fine.
2) Rang BT, they advised resetting hub etc. Still not working.
3) BT advised connect hub to another extension socket in my house. Still not working.
4) BT advised swap microfilters. Still not working.
5) BT ran line tests (quiet line etc.), detected no problems.
6) BT advised plug hub into master phone socket. Still not working.
7) BT advised unscrew master socket, remove faceplate and plug hub directly to test socket (the one with the direct link to the BT incoming phone line). Did and it works! Of course, phones then don't work as the faceplate is off so no extension sockets have a signal.
8) BT said it is not their problem to fix and must be an internal wiring problem since the incoming signal works fine.
My worry is, if it's an internal wiring problem then why do the phones still work? Is it possible that overnight the BB signal weakened and now doesn't transmit through my internal wiring? Please help as I currently can only have BB or phones working and not both together!
Thanks in advance
Mosh

ok you say your phones are still working is there any noise on the phones try the quiet line test dial 17070 if you hear any noise then that is the cause of your problem unfortunately if the noise is only heard on the extensions then the fault is down to you to repair as BT would charge you if however the noise can still be heard at the test socket then report it as a noise fault on 151 but do not mention broadband
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BT turn up = phone line disapears. Help!

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

is thereanything shown here http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
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Equium A60-191: Modem issue - Only analog phone lines are supported

My Equium A60 was powered up when lightning struck nearby and caused the electricity supply to go off and back on.
The OS is XP Home and my ISP is AOL. When I try to access the Net by DUN, I receive the repeated error message:
"Connected phone line is not compatible with this modem. Only analog phone lines are supported."
My desktop computer, which also uses AOL, still connects to the same phone line without any problem.
I have rebooted the A60 several times; changed and tried out 2 phone connnection cables - both work; the phone line works fine; I have reinstalled the driver provided on this site; removed the tick from the box that says to wait for the dial phone; checked out that the modem is in working and on the Device Manager list. All of this is to no avail.
Troubleshooter is suggesting that COM 3 is not enabled. I cannot see COM 3 listed in Device Manager, under Ports.
I have tried Google and ASK with the error message. There are not many posts and it appears that the Toshiba modem is in fact an Agere. This makes seems to be the subject of some of the complaints.
Finally I have uninstalled the driver/modem, AOL and one other DUN connection. I rebooted and went through the process of installing "New Hardware" and AOL. Whilst the modem is enabled and allegedly working... I am still unable to connect to the Net. I reinstalled an additional 'pay as you go' ISP. When I try to dial out on that it generates the error 680. It does this even when the box is unchecked, for wait for a dial tone.
I would be most grateful if anybody could help. I have run out of ideas.
Many thanks.

Hi
You are right, the modem support the Agere Modem Chip.
You will not find the COM3 in the device manager because the modem uses not real com port. Its a virtual com port.
I think you should start the diagnostic tool test and check if the Modem has no malfunction.
Additional you should delete the connection in the Region Select Utility and after new reboot create a new one.
I found also the useful Microsoft article about the Troubleshooting network and dial-up connections.
http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/trouble_all.mspx?mfr=true
and here you will find info about the DUNS error 680:
http://www.modemsite.com/56k/duns680.asp
http://php.iupui.edu/~aamjohns/trouble.html#No Dial Tone

Phone lines that do not work

Hello:I need help from comcast to fix my phone service. Does anyone know a comcast human that is located in the USA that can help me. Forget the Philipines, no help there. Both my phone lines give circuit busy signals on a specific set of numbers. My comcast lines receive calls from those numbers normally but do not allow me to call them. This problem is becoming an emergency. HELP, HELP< HELP

deremco wrote:
Hello:I need help from comcast to fix my phone service. Does anyone know a comcast human that is located in the USA that can help me. Forget the Philipines, no help there. Both my phone lines give circuit busy signals on a specific set of numbers. My comcast lines receive calls from those numbers normally but do not allow me to call them. This problem is becoming an emergency. HELP, HELP< HELPCall into Comcast during business hours ( daytime )... you will need to register a trouble ticket for this and ask that it be escalated to Tier 2 support....

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?
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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.

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.

Sudden trouble on phone line

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