BT charging for fault call out?

Werdnal

On Christmas Eve, after pretty torrential rain for 3 or 4 days, I discovered that my landline BT phone was faulty. It would ring once, then cut off. Unless I grabbed it instantly it rang, the call disconnected. Family were trying to get hold of me, and to add to the problem, I get a very poor mobile signal at home, so call diverting is pretty useless too.

I rang day after Boxing Day to report fault, operator suggested all the "test it yourself" checks - unplugging extensions (there aren't any), disconnecting broadband, trying a different phone in the socket. I am convinced its the line, as having unplugged everything - even the phone itself, and rang from my mobile, I still got a single ring, then nothing, so it cannot be an equipment fault. Operator said she'd checked the line and it was showing as working, and I can dial out OK (was actually talking to her on the phone at the time), and BB is working fine.

Anyway, earliest engineer could call was 9th January (this Wednesday), so a booked a visit. Over the last couple of days, the weather has finally dried up a little, and the phone has started to work again - albeit intermittantly. I rang home from my mobile when out this morning, and it rang the full 7 rings, before going to message service. I rang it again about 10 minutes later, and it only rang the once and went dead again. Just had a reminder text from BT about the visit on Wednesday, stating if the fault is no longer there, I can ring and cancel, but there may be a charge if engineer cannot find anything (£99 I believe). I am totally stuck now what to do - I am 100% convinced there is a problem - online research suggests its something called a "ring trip" when the current used to make the phone ring, shorts the system, often due to moisture ingress, and cuts off the call before it connects. I don't want to shell out £99 for a non-existent fault, but don't want to lose my landline every time it rains either.

WWYD?

macman

BT always read the '£130 call out charge' (not £99) mantra when reporting a fault.
If you've tested from the BT test socket behind the master faceplate with a known working handset, and it's still faulty, then it's down to BT, as they are responsible for everything up to and including the master.
The only exclusions are if it's user-inflicted damage (i.e. if you smash the master socket with a hoover, or allow a tree on your property to grow into the cable run).
Just for once, it sounds like BT CS got it right by taking you through the standard user checks). All the symptoms point to water getting in to the cable externally.
Did you try changing the ADSL filter (or testing with it removed)?

Werdnal

Thanks,

Yes tested with everything removed and 2 different known working phones plugged direct into the socket.

I don't have the BT test socket type box - the one with the 2 part cover, so cannot check that. Mine is the single cover box.

There is nothing outside that could have damaged the cabling which I could be responsible for, as have a clear run from the house to a nearby pole. The junction box on the pole looks pretty old and held together with cable ties, so I'm hoping the problem is in there!

Been here 20 years and never had a BT engineer out before, so its probably well overdue for a checkup!

macman

Then you've no need to be concerned.
But it's always wise to ask the OR engineer to confirm that it is not chargeable once he has found the fault.

warehouse

Be warned that an intermittent fault may cause the engineer some difficulties. I had an intermittent fault where a neighbours tree was rubbing on the wires, and by the time a competent engineer had fixed the issue, (after 3 previous engineer's attempts and a LOT of timewasting), I had told them to do one and signed up with Virgin.

Don't let the engineer go without taking action if the fault won't show. Make sure he/she is completely clear that the fault occurs only when it's very wet, and insist they check the cable and connections to the pole. I found that they will do as little as is possible if you let them.

Good luck.

notbritishgas

OP, yes this does sound like ring trip. That is caused by a low insulation between the 2 wires or to earth. This means there is a resistive loop across the line and should be obvious when the line is tested.
You can test the line yourself, ring 17070 and choose I think option 3.
Low insulation is made worse by wet/damp conditions.

Werdnal

notbritishgas wrote: »

OP, yes this does sound like ring trip. That is caused by a low insulation between the 2 wires or to earth. This means there is a resistive loop across the line and should be obvious when the line is tested.
You can test the line yourself, ring 17070 and choose I think option 3.
Low insulation is made worse by wet/damp conditions.

Tried that, Option 3 says its BT Fast Test Service then asks if I am authorised to use the service and if not I should hang up! Just done an Google on the 17070 number and it says that due to abuse by the public using it without authorisation, it now requires an engineers ID PIN to access it

brewerdave

Had exactly the same fault in April - proved to be a tiny nick in the external cable from the main BT external junction to my old mini-master socket - the engineer found moisture in the back of the socket where it had tracked up the piece of cable - he replaced the run of cable and put a new 2 part master socket in - we only found the damage when we inspected the stripped out bit of cable afterwards. He confirmed that it wasn't chargeable and (so far!!) BT have not attempted to charge.:)

agentzee

Had this problem for years, year in year out whenever there's heavy rain the line turns to an ocean of static or if Im lucky just a ring trip.
Two years ago BT came out , moved the junction box (52a or suchlike lil box before the main socket) to try and stop it sucking in water and refreshed some of the wire, told me that would save them constantly having to come and replace the quickly decaying wires and I got nailed for 130 quid for the callout!

But hey I figure that's fixed it for good ....and on sunday my phone dies again after another endless month of rain so no internet (infinity) , no phone line , was supposed to be fixed by today and nothing.