who is liable ??- slightly different problem.

saver861

So ... currently BB and phone line with same provider and have been for a number of years. However, we have an unusual problem with our phone in that sometimes people at the other end tell us they are having difficulty hearing us due to a faint/muffled line. We can hear them ok so its usually one way problem. It is an intermittent problem so it is difficult to detect as sometimes its a very clear line, other times we need to call back on our mobiles to complete the call. The problem simply occurs randomly.

Anyhooo, it has been going on for more than six months and we have had three different phone sets (good quality Siemens) and all extension sockets in the house have been disabled etc etc. Our provider say all the equipment between house and exchange has been changed - some of it twice. There has been at least ten or twelve engineer visits so they have been on the case and I do believe all the equipment has been changed.

Latest from the senior engineer is that there is nothing more they can do. They simply cannot find the source of the fault. They will free us from our contract if we wish to move to another provider! We are not intending to do that as that won't solve the problem.

All we want is a clear phone line but as it is, we sometimes have to use the mobile to make a clear call.

Anybody with any similar experiences or where we go from here. I understand they can't wave a magic wand to fix it. Equally, we are paying for a service that is not being delivered.

JJ_Egan

((Our provider say all the equipment between house and exchange has been changed - )


That is not going to include the cable and cabinets .
Random problem and at the other end difficult to solve .
As the engineers have investigated you really only have a few options .
One move to VM cable if available .
Two change suppliers but its still the same cable .
Three ignore the problem .

saver861

JJ_Egan wrote: »

((Our provider say all the equipment between house and exchange has been changed - )


That is not going to include the cable and cabinets .
Random problem and at the other end difficult to solve .
As the engineers have investigated you really only have a few options .
One move to VM cable if available .
Two change suppliers but its still the same cable .
Three ignore the problem .

What is a VM cable? Can only guess some form of Virtual Management cable but not sure what that is or how that works - or are you referring to something entirely different?

True the actual cabinets and cables have not been changed but they are testing spot on. They showed me the test results on their testing equipment and it is right on. For that reason they wont change any physical cables.

They have changed:
Lifting Gear (twice)
TAMS
E Side
D Side

Changing suppliers is not an option as it resolves nothing.

I may well have to ignore the problem if they can't find the source of the fault. At what point is that decided though - and who decides.

brewerdave

VM = Virgin Media (cable service)

saver861

brewerdave wrote: »

VM = Virgin Media (cable service)

Ah right - I was way out

Virgin not an option where I am as yet.

warehouse

saver861 wrote: »

Changing suppliers is not an option as it resolves nothing.

If Virgin are an option in your area then it changes everything as they don't use BT lines, (assuming you're with BT).

I used to work for BT, (a long time ago), and the piece of equipment they liked to change the least was the line between the pole and the house. This is the one piece of equipment that is most exposed to the elements.

LazyTyper

saver861 wrote: »

What is a VM cable? Can only guess some form of Virtual Management cable but not sure what that is or how that works - or are you referring to something entirely different?

True the actual cabinets and cables have not been changed but they are testing spot on. They showed me the test results on their testing equipment and it is right on. For that reason they wont change any physical cables.

They have changed:
Lifting Gear (twice)
TAMS
E Side
D Side

Changing suppliers is not an option as it resolves nothing.

I may well have to ignore the problem if they can't find the source of the fault. At what point is that decided though - and who decides.

By VM Cable JJ Egan mean Virgin Media on their cable-based service, which is a completely different technology.

Part of Openreach's attempt to resolve the issue would be to swap to a different copper pair (the E side and D Side references) which may or may not be bundled in different cable, depending on how many properties your cabinet serves.


I'm just wondering, have you changed the broadband microfilter?

Also, are the Siemens handsets DECT (cordless), and if so, has this issue occurred when using corded handsets?

saver861

warehouse wrote: »

If Virgin are an option in your area then it changes everything as they don't use BT lines, (assuming you're with BT).

I used to work for BT, (a long time ago), and the piece of equipment they liked to change the least was the line between the pole and the house. This is the one piece of equipment that is most exposed to the elements.

As mentioned Virgin are not in the area.

I have suspected the line between the pole and the house and have asked for it to be changed but because it is testing OK they won't change it.

I can see the logic in that but the problem exists and it is subtle and intermittent. I did say it might something the test equipment is not picking up due to its intermittent nature but, like you say, they don't want to change it.

saver861

LazyTyper wrote: »

Part of Openreach's attempt to resolve the issue would be to swap to a different copper pair (the E side and D Side references) which may or may not be bundled in different cable, depending on how many properties your cabinet serves.

It is bundled as far as I am aware and they have change both E and D they tell me.

LazyTyper wrote: »

I'm just wondering, have you changed the broadband microfilter?

Also, are the Siemens handsets DECT (cordless), and if so, has this issue occurred when using corded handsets?

There are no microfilters - just going out through the main socket.

Handsets are DECT but have had a corded one with the same problem so its not that but I understand where you are coming from.

new

problem in brief: unable to get EEE wifi + landline deal due to apartment block not having BT Cables.
Apartment manager told the EEE cable guy that the only way would be if BT was willing to lay down cables for building for free because Virgin had done so.
Upshot: nobody can get wifi/broadband unless thru Virgin [or via mobile dongle/router with other companies which is more expensive]!!
I do not want TV package etc from Virgin - I just want broadband/wifi.

[Apologies if this type of problem has been addressed in another thread/forum- please redirect me there]
thanks!

iniltous

You say changing supplier won't help , why ?, you say part of the process of elimination your TAMS was changed , Test Access Matrix, this tells us that you are connected to a MPF line, Talk Talk and Sky are the largest MPF providers, so I guess you are a customer of one of these company's
you use their network for the transport of your telephony, so consider a call made to you from a full BT customer , call originates on BT , routes thru your MPF providers network onto Openreach wires to your home, all you have done so far is explored the OR part of this chain, but what if the problem is with your MPF provider ?, what steps , if any, have they taken to prove their equipment, even if they say they have checked it thoroughly , can you be confident in their actions ?
If you have an aversion to having BT as your supplier , and for arguments sake you are a Talk Talk customer, by swapping provider to Sky your call would obviously at no part use TT so if it's the TT network that's got the problem, you won't be affected by it, and obviously vice versa swapping from Sky to TT