This repeat-repeat-repeat fault is isolating a 90 ...

Question

I do not say this lightly. We are desperate to fix this problem.
An engineer is booked but many have faled already so a well-founded diagnosis would be welcome.
(Non-engineers can skip to the bottom of the page to see the latest in atrocious customer service.)
This is a repeat fault - about 4 times over 3 years.
On one occasion the 'fix' only lasted 4 days.
On another the engineer left without fixing anything.
The next guy persuaded it to work for a few months.
And here we are again.
Sometimes the line works but it is very unreliable.
Using the line a lot seems to clear it up temporarily.
User diagnotics (except line test) always point to the BT line.
Often the outgoing audio starts off at zero.
Next thirty seconds the outgoing voice is very buzzy.
Eventually the outgoing voice becomes audible.
Sometimes the outgoing audio stays at zero.
Tone dialling is dodgy.
Sometimes a 'redial' fails but dialling very slowly succeeds.
Sometimes the dial tone continues when trying to dial.
Sometimes even 1 handset connected directly does not work properly.
Things get much worse if a microfilter is used.
Connecting/disconnecting the router seems to make no difference.
We have tried at least 3 working handsets and 6 working microfilters.
All items work fine on a similar BT line elsewhere.
Some were even new items bought from the BT shop.
The automated line test seems to pass 99% of the time.
Yet sometimes even BT helpdesk cannot hear our outgoing voice.
This line supports a carelink phone.
My father in-law is 90 and has health issues.
It is unbelievable that this problem has not been traced and fixed.
BT Customer service 'help' line ???
In 40 plus minutes the "help" desk pushed me beyond furious.
The first Indian faults helper took all the details.
Then she told me to get my local engineer to investigate and that he should contact BT engineers.
She then passed me to billing for no obvious reason.
The lady in billing spoke better English.
She took a few details and then passed me back to faults.
The next guy seemed technically clueless.
I told him that 6 different designs of microfilter did not fix it.
This included a T-shaped one and two with captive leads.
All 6 worked elsewhere on a BT line with broadband.
He insisted that the fix was to change the microfilter drop cable.
(What, all 6 have a broken 'drop cable' ? Really ???)
He then REFUSED to send an engineer because auto-test found no faults.
So, no diagnostic skills and unwilling to satisfy a direct request !
(Who hired him and how did he get in at all ?)
It then took repeated requests and a non-abusive but long and exceedingly
stressful verbal fight just to get someone sent out to fix this.
What happened next seems to prove that outsourcing BT call centres is a real disaster.
It also underlines that helpdesks don't have to be unspeakably stressful for the customer.
The UK engineering appointments lady called me and was very helpful.
She suggested that the line should be flagged because of his age and health.
She seemed to be the one who was able to cheerfully provide me with some actual help.
Solved!
Go to Solution.

Answer 1

This was reported on Sunday.
(= repeat-repeat-repeat-repeat-repeat fault in recent memory).
I was told it would be fixed on Monday.
(The engineers had received the task early Monday)
I was told it would be fixed on Tuesday afternoon or at worst Weds morning.
Then I was told definitely today.
No sign of any repair activity AT ALL.
This is a 'vulnerable' case.
He has been left isolated AGAIN for more than three days.
(5 days if you count the the original error that cut him off)
What on earth is going on ?
The prority care person hung up after 3 rings (I counted).
I picked the phone up and got "dead air" at the other end.
Apparently that counts as a communication attempt.
I have emailed two different mods but they are clearly both
too busy with faults in general to reply yet.
Is anyone actually going to DO something to fix thiis ?