What is the truth!!!!

secretj_2

I am very fustrated at this moment with my Broadband company Demon!

For a couple of months I have been having problems with hearing a crackling sound on the line when using the phone. I thought this was due to a old phone so spent £40 on a new one to find I still have the problem but only when I connect my broadband line.

So I contacted BT who performed a line test and says it is fine. I contacted Demon who said it was the fault of BT, so I called BT who did another test while I was on the broadband and the test still came back fine.
I then emailed Demon who said I have to call there Tech team in which I did and was adviced to call BT so they can perform a 'Gain' test? (Is this a real test?)

I called BT who said I was advised wrongly and that Demon are the ones who should contact them as its another broadband company.

I contacted Demon who say BT are wrong and I have to ask them to do a 'Gain' Test and the levels need to be lowered or something..... I argued and spoke to the supervisor who said it was BT's fault but I disagree. What should I do next???

And yep I have changed filters, connectors, phone and still have this problem.

Any advice given would be helpful. I better go offline otherwise if anyone calls my landline I won't be able to hear them!

peter999

BT provide & maintain the line.

Why not just report fault to BT & get engineer out.

Lot of customer service people don't have clue, although the engineers may not be a lot better, but if experienced may pinpoint problem.

peter999

secretj_2

Yeh but they told me if they find that it isn't there fault then they will charge me £100 for the engineer call out.

Odyssy

After changing various phones around and making alterations to our wiring, I had something similar, a rushing noise on the phone when BB was going, OK when not. All the phones had existing (ie worked previously) microfilters fitted, I swapped and replaced, removed various elements, etc and still it persisted, even though it all had worked perfectly before and the changes weren't substantial.

Found something on the web (can't find it now or would post the link) but basically it said open the microfilter and cut the green wire. Apparently BB only needs 1 wire to work, I was dubious but as filters are only a couple of pounds - why not try. I did the main (first) filter on our cordless DECT phones (corded phone/fax on extension didn't need it, and Lo and behold - noise gone.

Try it. Let us know how you get on.

DonnyDave

secretj wrote: »

Yeh but they told me if they find that it isn't there fault then they will charge me £100 for the engineer call out.

From what you say, I think it is probably a BT fault.

The line tests OK by BT because there is a completed circuit. All be it that there is an intermittant crackling, probably caused by a dodgy connection somewhere on the line. I had the same problem a couple of years ago. The operator said that the line test returned OK. They said that it would be chargeable if the fault was found to be with my equipment, but I got the BT engineer out because I knew it to be a line fault.

To verify it is a line fault, disconnect, from your master socket, any extensions you might have. If you have extensions wired into the master socket you will need to disconnnect them by removing to bottom panel by taking out the two screws. Then plug your phone, without filter (and without broadband connection) into the main socket which was hidden behind the bottom cover.

You can dial 17070 and select the "Quiet Line Test" option. Press secrecy and listen in a quiet room. Try using a couple of different phones, preferably corded ones.

If the crackling is still there then it is a BT fault and you need to report it to BT. It, therefore, has nothing to do with your ISP.

secretj_2

Lol hope you did mean the green wire and not the red.

I tried it with a spare filter we had and it doesn't work. I get a clear phone line but no broadband.

Thanks anyway.

secretj_2

Hi Dave,

I was told by BT to unscrew the plug socket and test the phone line and had a clear dialling tone, its only when I plug in the broadband I get a crackling sound like the dial up tone you get when connecting to the internet.

The problem is who is responsible, when I called BT they said Demon needs to contact them and not me but Demon say I should contact BT.

espresso

secretj wrote: »

Hi Dave,

I was told by BT to unscrew the plug socket and test the phone line and had a clear dialling tone, its only when I plug in the broadband I get a crackling sound like the dial up tone you get when connecting to the internet.

The problem is who is responsible, when I called BT they said Demon needs to contact them and not me but Demon say I should contact BT.

Do you still get this problem if you only have one ADSL filter plugged into the master test socket? That is no extension wiring, just phone + modem into filter plugged into master test socket.

DonnyDave

secretj wrote: »

I was told by BT to unscrew the plug socket and test the phone line and had a clear dialling tone, its only when I plug in the broadband I get a crackling sound like the dial up tone you get when connecting to the internet.

Have you got any extensions? Or is it just 1 phone and your broadband connection into 1 filter in your master socket?

secretj wrote: »

The problem is who is responsible, when I called BT they said Demon needs to contact them and not me but Demon say I should contact BT.

It depends on where the fault lies. If you have internal wiring it may well be your responsibility.

DonnyDave

secretj wrote: »

For a couple of months I have been having problems with hearing a crackling sound on the line when using the phone. I thought this was due to a old phone so spent £40 on a new one to find I still have the problem but only when I connect my broadband line.

How come you spent £40 on a telephone? What sort of phone is it? :eek:

Is it a cordless one?