Broadband Nightmare

CreditWhereItsDue

Our broadband has been down since 1st Nov (EE/Orange). After countless calls to customer services for 4 weeks, during which we were repeatedly read a script, it transpired that the fault might be with our line provider (BT).

Sure enough after calling BT regarding this, they confirmed there was a fault on the line, but that they would have to investigate further to determine whether it was within the property or external. BT has now reported that there is no external fault and that it will cost £99 to call out an engineer to investigate within the flat. The property is fairly old and there does not appear to be a test socket that I can use to verify BT's findings - bear in mind, all the while the phone line works perfectly fine.

In short, is there anyway to circumvent the £99 call out charge in view of the fact that the phone line seems fine (no noise/calls can be made), but that only the broadband is not working?

Thanks

sharon80_2

I had a similar problem and found the test socket within the main socket that the phone goes into, if you unscrew front face of it, there is a separate part inside this is where the live test part is as it links directly to the exchange..plug phone in there and they can usually establish the line fault? in the end i still needed an engineer out, but hopefully it may help a little!?

CreditWhereItsDue

Hi Sharon, thanks for your response. Unfortunately, I don't think there is a test socket as the main socket which I believe I have located, is not the newer NTE5 type you are referring to.

macman

You completely misunderstood the BT call centre script-readers. BT will only charge you if the fault is downstream of the master socket, or if damage upstream of that is user-inflicted.
If you've tested from the first or master socket with the extensions disconnected, and the fault remains, then you can be fairly confident that the fault is on the local loop or exchange.
BT cannot possibly determine where the fault is by running a remote line test. Even if the cable was damaged one inch upstream of the master socket, but still inside your property, it would still be BT's responsibility, not yours (unless you caused the damage).
Have you tried swapping out the ADSL filters for known good ones?
All these basic tests should have been run through with you by your ISP...oh sorry, I forgot, it's Horange...

duchy

Who called BT ? You or Orange ?

I presume your phone line rental is with Orange and pay pay your line rental on a seperate bill to BT otherwise Orange would simply have run the line test themselves.

I do agree with Macman though -if you've tested as far back as you can (socket where line comes into the property) and you've not got creative with wiring or anything like that.....they wouldn't have anything to charge you for. The Open Reach says something like "If the problem is proved to be not <your supplier>'s fault then a call out out charge of £99 (plus hourly charge of about £60) would be payable" however if it's further upline than the front of your phone socket and nothing obviously your fault then it is down to Open Reach not you financially.

It'd be interesting to know if the line test failed what code it was eg CA, CE or something else.

macman

The OP stated that their line rental provider is BT.

CreditWhereItsDue

Thanks for the additional input guys.

To summarise, we have already previously tested with a brand new router + microfilters (as provided by Orange) and also with a direct connection to the master socket. Initially, a remote line test was done by BT, but they sent out an engineer to investigate, who could not find anything wrong outsideof the property. Therefore, the automatic charge of £99 they said they would levy in order check within the property - no mention of this being waived if the damage was away from the master socket.

Duchy - The line test definitely failed, but I do not know the code. I will find out.

All in all, a bit of a confusing situation guys.

macman

The demarcation line is the master or first socket-not the point at which the cable enters the property.
There is no charge for 'checking' unless it results in no fault found-and they are presumably not disputing the existence of a fault?
You need the engineer to return and check within the property.