BT fault reporting....Lamentable..

C_Mababejive

I have my line rental from BT.

For at least the past year we have had a recurrent fault whereby no one can one me. They call,they get one ring then the no unobtainable tone and there are no rings at my end.

So how to report..?

Well in the good old days you dialled 150 and spoke to a nice person who fixed it.

Now..go on internet if you still have a BB service on the line, Click to report..oh we are testing the line. We cant test it if your using it..catch 22..trying to report via net but cant use net to report it,,but cdoesnt matter,it says the line is ok and it must be my equipment. It always says that but its wrong.

Sometimes i have tried phoning but end up talking to someone in Botswana who seems clueless.

My phone is still off two days downline from my latest report

O2 have local loop capabilities at my exchange. Maybe its time to switch.

hippey

I assume you have tried changing your equipment??

When this happens can you dial out? Do you get a dial tone ? Dead air ? Or completely dead line?

What type of phone service are you on? Any other services active on your line?

C_Mababejive

hippey wrote: »

I assume you have tried changing your equipment??

When this happens can you dial out? Do you get a dial tone ? Dead air ? Or completely dead line?

What type of phone service are you on? Any other services active on your line?

I can dial out and my Broadband,supplied by the excellent O2,still works perfectly...still no fix as of today...and no contact from BT..

BT_company_representative

Hi C_Mababejive

Send us an email using the contact us information in my profile and we can take a look at this for you.

Thanks

Stuart

LibbyR26

Hi, I've been getting confused and contradictory info from the foreign call centres when reporting a fault. Put my query on this forum and got prompt clear advice from other posters - what absolute stars! Appalling indictment on bt customer service standards though.

spike7451

C_Mababejive wrote: »

I have my line rental from BT.

For at least the past year we have had a recurrent fault whereby no one can one me. They call,they get one ring then the no unobtainable tone and there are no rings at my end.

So how to report..?

Well in the good old days you dialled 150 and spoke to a nice person who fixed it.

Now..go on internet if you still have a BB service on the line, Click to report..oh we are testing the line. We cant test it if your using it..catch 22..trying to report via net but cant use net to report it,,but cdoesnt matter,it says the line is ok and it must be my equipment. It always says that but its wrong.

Sometimes i have tried phoning but end up talking to someone in Botswana who seems clueless.

My phone is still off two days downline from my latest report

O2 have local loop capabilities at my exchange. Maybe its time to switch.

Sounds like the line is ring tripping,which normally means damaged pairs either inside the home or outside,If you have an NTE-5,you need to disconnect the extensions by removing the faceplate.If the fault is gone,then it's the extensions & nothing to do with your SP.If it's still there,then it is. (if it is the extensions,BT will charge you a hefty fee to fix it!)
Changing SP won't fix the fault as it's more likely on your line AFTER it leaves the exchange,hence why your broadband isn't affected.

C_Mababejive

spike7451 wrote: »

Sounds like the line is ring tripping,which normally means damaged pairs either inside the home or outside,If you have an NTE-5,you need to disconnect the extensions by removing the faceplate.If the fault is gone,then it's the extensions & nothing to do with your SP.If it's still there,then it is. (if it is the extensions,BT will charge you a hefty fee to fix it!)
Changing SP won't fix the fault as it's more likely on your line AFTER it leaves the exchange,hence why your broadband isn't affected.

I've been emailed my standard list of checks by BT i.e undo the faceplate and plug directly into the line terminal . I shall do this. One thing does puzzle me though....if it were indeed a faulty pair between me and the exachange,one would have thought that an ADSL BB signal would be the first thing to suffer...? But instead the BB is rock solid with good speed and no retrains/disconnections..i shall persevere..

grumpyofwhitecross

OH no no no broadband will work when only 1 leg of the pair is connected, speech requires both legs of the pair to be connected !! Merry Crimbo..

C_Mababejive

grumpyofwhitecross wrote: »

OH no no no broadband will work when only 1 leg of the pair is connected, speech requires both legs of the pair to be connected !! Merry Crimbo..

Thanks for the info...I tried the tests i.e undid my NTE socket,plugged directly in..still no joy. I can make outgoing calls perfectly and BB works fine...but on incoming,the caller just gets one ring then it beeps unobtainable...at the receiving end there is no ring ..oh well,i shall pass my findings to Beatty...

http://www.youtube.com/watch?v=BX-vnY1zswc