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Any suggestions as to how BT can be made to take responsibility

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.
 
Sounds like the jumpering in the exchange, it may be worth while your ISP requesting a tie pair mod being done, this will change all the broadband side of the cabling and some of the PSTN in the exchange.
 
Sounds like the jumpering in the exchange, it may be worth while your ISP requesting a tie pair mod being done, this will change all the broadband side of the cabling and some of the PSTN in the exchange.

Thanks for your reply Lee, I've added your suggetion on to my open ticket.
 
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zag5,

Worth noting that somebody else reported an identical problem with their BT line on this forum a few weeks back, though off-hand I can't recall where the topic was placed. In any case I would trust Lee's advice on the matter since it does sound like an issue that would be out of the end-users control.

Once again the old "pass the buck" problem between ISPs and BT seems to be back and as usual the biggest issue appears to come from the BT side with poor communication and a lack of being able to understand the problem. Sadly Ofcom has no plans to tackle this continuing nightmare of responsibility miss-management.

It's a big part of the reason why BT's fault investigations (SFI1/2) system can at times be very broken.
 
Mark

Yes it is all very frustrating, I get the runaround from BT Retail & then my ISP get the same from BT Wholesale and communication/cooperation between Retail & Wholesale does not seem to exist.
 
Add to that the rule OFCOME have where your ISP cannot complain about BT to them as they are rival ISP's, unless something is done to make BT deal with the old lines and sort the bad connections. BT will continue to rip off people with the extortionate charges for engineer to come out when the faults should have been free.
 
Update

After nearly 6 weeks of grief to myself & my ISP BT finally sent an engineer out who was prepared to do what I asked them on the 17th of May ie check the landline between the pole & my house.

According to him he climbed the pole & the landline connection disintegrated when he touched it. 45minutes later all was restored.

I'm very happy that I have a usable internet again, but really disgusted with BT as they ignored my request and then put my ISP through the same ordeal when It was a landline fault which should have been sorted in a few days.

Anyway thanks to you all for your help & suggestions.

I would especially like to thank Matt & Tom of Xilo(Uno) for their brilliant support throughout.
 
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As regards the callout charges, I have been told by a friend who worked on technical side for BT (now retired) that the fault tester has been set to ALWAYS say the line is fine. They do this so that people with slightly dodgy phonelines are intimidated by the possibility of a callout charge & put up with it.

If its any consolation this same friend had a line fault (while still employed with BT) he contacted the support team. Told them the rack number, board number, and port number that was faulty.....cos he had the kit, the knowledge & the permissions to check.

It took him almost a year to get them to accept there was an exchange fault, by which time his line was completely dead.

If someone technically competent can't dodge the stonewalling, what chance do us mortals have. The problem seems to be that inbetween the user and the guys with the nous is a helpdesk system manned by non-technical people with a masters degree in chinese whispers. Add to this a 'silo mentality' between the different departments & you're doomed.
 
As regards the callout charges, I have been told by a friend who worked on technical side for BT (now retired) that the fault tester has been set to ALWAYS say the line is fine.

BT wouldn't gain from that though, as when ISPs send an engineer, if the correct checks are not done, we simply arrange for another engineer.

Charges that BT attempt to raise to us when the situation is clearly not a user fault, are immediately disputed and often credited back or dropped altogether.

Shame BT don't have the logic that if they fix it first time it'll be cheaper for them.

Matt
 
Broken Teleconpany

As regards the callout charges, I have been told by a friend who worked on technical side for BT (now retired) that the fault tester has been set to ALWAYS say the line is fine. They do this so that people with slightly dodgy phonelines are intimidated by the possibility of a callout charge & put up with it.

Just slice off the cable between the pole and the building. Hoodie and ski mask recommended.

If you aren't up for it get someone down the pub to do it for a drink.
 
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