Anyone have any suggestions as to how BT can be made to take responsibility

zag

[FONT=Tahoma, sans-serif]1 month ago my BT landline went down, I reported the fault to BT online as my broadband was unaffected.[/FONT]


[FONT=Tahoma, sans-serif]The landline was restored remotely later that evening.[/FONT]


[FONT=Tahoma, sans-serif]However ever since my broadband looses sync every time I make or receive a call.[/FONT]


[FONT=Tahoma, sans-serif]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.[/FONT]


[FONT=Tahoma, sans-serif]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.[/FONT]


[FONT=Tahoma, sans-serif]My ISP did as suggested & eventually got this response from BT Wholesale.[/FONT]


“[FONT=Tahoma, sans-serif]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). “[/FONT]


[FONT=Tahoma, sans-serif]So back to BT retail again and got nowhere again.[/FONT]


[FONT=Tahoma, sans-serif]Back to ISP who challenged BT Wholesales rejection.[/FONT]


[FONT=Tahoma, sans-serif]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.[/FONT]


[FONT=Tahoma, sans-serif]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.[/FONT]


[FONT=Tahoma, sans-serif]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.[/FONT]


[FONT=Tahoma, sans-serif]Engineer did not return. I then informed ISP who contacted BT Wholesale about this.[/FONT]


[FONT=Tahoma, sans-serif]This is the response ISP got.[/FONT]


“[FONT=Tahoma, sans-serif]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.”[/FONT]


[FONT=Tahoma, sans-serif]My reply to ISP[/FONT]


“[FONT=Tahoma, sans-serif]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.”[/FONT]


[FONT=Tahoma, sans-serif]Anyone have any suggestions as to how BT can be made to take responsibility as I seem to be going around in circles. [/FONT]

macman

Does sound like a faulty filter, although you say you have changed it. Worth trying another one just in case?

zag

macman wrote: »

Does sound like a faulty filter, although you say you have changed it. Worth trying another one just in case?

Have tried 3 filters, last one brand new & still loose sync with all phones disconnected.

macman

Your original post said that you lose sync when making or receiving calls. Now you are saying that the connection drops even when all the phones are unplugged?
Any other devices requiring filters (Sky box)?

zag

macman wrote: »

Your original post said that you lose sync when making or receiving calls. Now you are saying that the connection drops even when all the phones are unplugged?
Any other devices requiring filters (Sky box)?

Nope, only router connected to incoming phone socket.
No phones, no sky yet if I dial my landline number from my mobile my routers still loose sync as soon as I hear ringing tone on my mobile.

Mark_In_Hampshire

Something very similar to this came up on the thinkbroadband.com forum recently and the suggestion was that it was caused by the degradation of something on the line (sorry I can't be more specific than that!)

It's a bit of a tech issue, but unless you're interested you probably don't need to know precisely what the cause is, you'd just like to see it sorted. But if you register on that forum and paste your original post in to a new post on there, I reckon the people on there will tell you precisely what's wrong with it.

If the phone line works operationally fine for calls, and it's dropping broadband, then it's probably an issue for the broadband supplier. There is no way you can "get BT to take responsibility" - only the ISP can do that. The response you gave to them, the tests you've done and the rather startling co-incidence that it has only been that way since the line went down, should now enable them to fast-forward to the actual issue.

The only other comment I'd make is: you say if you plug in a phone, you can hear the ADSL frequencies: you might have the ISP come back and ask if you had a micro-filter in between the socket and the phone when you tried that, as that's how it should be set up.

spike7451

I have came accross this before when I worked for Sky broadband.The fault turned out to be the Tie Pairs in the exchange on the phone side so we (the ISP) ordered a Tie Pair Shift to be done.
It's most likely when your phone originally went down,they (BT) re-jumpered the Tie Pairs & messed them up,probably connecting to a faulty D side or the is an issue with the line card.

zag

spike7451 wrote: »

I have came accross this before when I worked for Sky broadband.The fault turned out to be the Tie Pairs in the exchange on the phone side so we (the ISP) ordered a Tie Pair Shift to be done.
It's most likely when your phone originally went down,they (BT) re-jumpered the Tie Pairs & messed them up,probably connecting to a faulty D side or the is an issue with the line card.

Thanks Spike,
I also posted ON ISPReview and Lee the Zen Techi suggests the same.

zag

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.