zag5
0
1 month ago my BT landline went down, I reported the fault to BT online as my broadband was unaffected.
The landline was restored remotely later that evening.
However ever since my broadband looses sync every time I make or receive a call.
After many emails/calls to BT & because of the constant reminder of the BT's call-out charges, I purchased a new router, filter, & cables.
Eventually a BT engineer came out & tested the phoneline with the broadband disconnected & said the phoneline was fine & to contact my ISP & they would take it up with BT Wholesale.
My ISP did as suggested & eventually got this response from BT Wholesale.
“BT Wholesale have rejected this fault as the issue, they say, appears on the PSTN side of the line which should be covered by your PSTN provider (BT). “
So back to BT retail again and got nowhere again.
Back to ISP who challenged BT Wholesales rejection.
After several more emails ISP said BT Wholesale had agreed to send an engineer out and asked me for a suitable date & time slot for engineer to call.
BT Wholesale did not get back to ISP with an appointment but just turned up out of the blue when my wife was at home.
Went upstairs to my desktop computer then said he was going to exchange to do some tests, told my wife he would return to check broadband & change faceplate as was over 30 years old.
Engineer did not return. I then informed ISP who contacted BT Wholesale about this.
This is the response ISP got.
“BT have confirmed that they failed to let us know of the visit.
Engineer confirms line is working correctly and using his test equipment he was unable to replicate the problem.
He has stated the problem is with your equipment - can you confirm if you have tried another other equipment (router)?
I am waiting to hear from BT if this is charged and if we need to dispute if not fixed.”
My reply to ISP
“Will you please convey to BT Wholesale the following.
This morning, using my laptop I connected an old speedtouch 330 USB modem directly into incoming phone socket(via ADSL filter of course).
* This is just the modem, no phones connected whatsoever.
I then dialed my home number from my mobile & as soon as the ring tone was heard in my mobile the speedtouch lost its connection.
This is exactly the same whether I use my Netgear 834GV2 or the new V3.
If I do plug in a corded phone & dial out,* the speedtouch looses connection & both the Netgear's loose sync and in all 3 cases I can hear the transmission noise of all 3 in the background(all 3 are not supposed to not be in the human audible range).
I have not had a problem in the 3 years I've been on ADSL Max until the phone line went down.”
Anyone have any suggestions as to how BT can be made to take responsibility as I seem to be going around in circles.
The landline was restored remotely later that evening.
However ever since my broadband looses sync every time I make or receive a call.
After many emails/calls to BT & because of the constant reminder of the BT's call-out charges, I purchased a new router, filter, & cables.
Eventually a BT engineer came out & tested the phoneline with the broadband disconnected & said the phoneline was fine & to contact my ISP & they would take it up with BT Wholesale.
My ISP did as suggested & eventually got this response from BT Wholesale.
“BT Wholesale have rejected this fault as the issue, they say, appears on the PSTN side of the line which should be covered by your PSTN provider (BT). “
So back to BT retail again and got nowhere again.
Back to ISP who challenged BT Wholesales rejection.
After several more emails ISP said BT Wholesale had agreed to send an engineer out and asked me for a suitable date & time slot for engineer to call.
BT Wholesale did not get back to ISP with an appointment but just turned up out of the blue when my wife was at home.
Went upstairs to my desktop computer then said he was going to exchange to do some tests, told my wife he would return to check broadband & change faceplate as was over 30 years old.
Engineer did not return. I then informed ISP who contacted BT Wholesale about this.
This is the response ISP got.
“BT have confirmed that they failed to let us know of the visit.
Engineer confirms line is working correctly and using his test equipment he was unable to replicate the problem.
He has stated the problem is with your equipment - can you confirm if you have tried another other equipment (router)?
I am waiting to hear from BT if this is charged and if we need to dispute if not fixed.”
My reply to ISP
“Will you please convey to BT Wholesale the following.
This morning, using my laptop I connected an old speedtouch 330 USB modem directly into incoming phone socket(via ADSL filter of course).
* This is just the modem, no phones connected whatsoever.
I then dialed my home number from my mobile & as soon as the ring tone was heard in my mobile the speedtouch lost its connection.
This is exactly the same whether I use my Netgear 834GV2 or the new V3.
If I do plug in a corded phone & dial out,* the speedtouch looses connection & both the Netgear's loose sync and in all 3 cases I can hear the transmission noise of all 3 in the background(all 3 are not supposed to not be in the human audible range).
I have not had a problem in the 3 years I've been on ADSL Max until the phone line went down.”
Anyone have any suggestions as to how BT can be made to take responsibility as I seem to be going around in circles.























