This topic

Purple Flashing Light - No Dial Tone will I ever get this resolved

Specco — Thu, 14 Jan 2021 11:17:50 GMT

Hi All,

Can anyone offer me any advice on how I might finally get my Broadband/Landline/BT sport working. I have been trying to get this installed since 30th November with many phone calls, missed engineer appointments and all the other grief that, having read these boards, seems commonplace.

On Monday 11th Jan I had an email from BTCOMMS telling me I'm "good to go" everything is completed their end and all is working. 3 days later I still have flashing purple on the hub. I have checked all the connections from hub to socket (type 5c)- cable is plugged directly into broadband socket. This socket was installed by an engineer on 18th December.

Reading other posts on this board I have borrowed a landline phone from my landlord and plugged that in to the phone socket. No dial tone.

I've logged a fault with the landline via BTRobot Diagnostics who say there are no faults and "the problem is likely in your home".

I'm currently waiting a call from an advisor which, on previous form, will involve chatting to some very helpful people who sympathise and apologise but ultimately seem as powerless as me to get this resolved.

If anyone has any ideas I'd love to hear them.

Many thanks

Specco

Re: Purple Flashing Light - No Dial Tone will I ever get this resolved

imjolly — Thu, 14 Jan 2021 11:57:05 GMT

which master do you have

Re: Purple Flashing Light - No Dial Tone will I ever get this resolved

Specco — Thu, 14 Jan 2021 12:12:00 GMT

Hi,

Thanks for replying - it is socket type 7.

Re: Purple Flashing Light - No Dial Tone will I ever get this resolved

imjolly — Thu, 14 Jan 2021 12:14:56 GMT

have you check for a dial tone at test socket which is found by unclipping the front plate from master socket?

Re: Purple Flashing Light - No Dial Tone will I ever get this resolved

Specco — Thu, 14 Jan 2021 12:38:38 GMT

No, I haven't done that. To do that I assume that I plug a normal landline phone into that socket once the front plate has been removed?

Re: Purple Flashing Light - No Dial Tone will I ever get this resolved

pippincp — Thu, 14 Jan 2021 13:13:20 GMT

Yes.

Re: Purple Flashing Light - No Dial Tone will I ever get this resolved

Specco — Thu, 14 Jan 2021 13:50:25 GMT

Ha-ha, I wish I shared your optimism.

Nothing that I have experienced in the 6 weeks I've been waiting makes me think that you will be proved correct unless the "resolution" is me deciding not to bother with it at all and cancelling.

Re: Purple Flashing Light - No Dial Tone will I ever get this resolved

Keith_Beddoe — Thu, 14 Jan 2021 14:00:08 GMT

Your fault would be classified as an Early Life Failure, and you are entitled to a free visit from Openreach, to sort the problem out, usually within 48 hours of you reporting the problem, as a provisional task would have been built on the Openreach work system, which will be cancelled if you do not act, as it will be assumed that it is all working.

So you need to insist on a visit to sort it out. If you leave it too long, you may have to wait a lot longer for a visit. So do it now.

Re: Purple Flashing Light - No Dial Tone will I ever get this resolved

Specco — Thu, 14 Jan 2021 14:22:20 GMT

Thanks for that advice Keith.

As I mentioned in the initial post I was awaiting a call from an advisor. I've now had that call and an engineer visit is scheduled for Monday afternoon so hopefully that will sort things out but then I have been in this position before without success so we shall see.

It's interesting what you say about a provisional task being created on the Openreach work system. When an engineer came on 18th December and installed the new master socket it took him a long time at the cabinet (which is 300 yds away) to "find the line" (his words). Having done this he said he couldn't complete the installation as he was not "underground trained" which is fair enough but he had created a "new circuit fault" task which would prompt an engineer to visit within 2-3 days.

This didn't happen (I accept Christmas and New Year got in the way and delayed things) until I reported a fault on the line (the fault being that it hasn't been installed) on 5th January. A subsequent chat with an advisor promised an engineer visit the next afternoon but I heard nothing until last Monday when I got the BTCOMMS email saying everything is finished yet I seem to have made no progress at all.

You can perhaps see why I'm losing faith in how effective the Openreach work system is.

I will update the thread in due course but in the meantime looks like I'm in for another weekend without any service.

Re: Purple Flashing Light - No Dial Tone will I ever get this resolved

Keith_Beddoe — Thu, 14 Jan 2021 14:33:43 GMT

I am sure it will be sorted. Remember you get automatic compensation if the service does not work on the day you are told its been activated.

I would expect that its probably an issue with the internal connections in the property. I assume you are a tenant, so there is no guarantee that the wiring is intact from the last tenant.

Remember that Openreach deal with all providers apart from Virgin Media, so they can get very busy.

Re: Purple Flashing Light - No Dial Tone will I ever get this resolved

Specco — Mon, 18 Jan 2021 19:31:31 GMT

Well the engineer duly arrived and after four hours of his hard work I'm pleased to report that I now have working broadband.

I don't really know what the problem was but obviously not something straightforward and not related to anything inside the property.

I think it may have related to some underground cabling mid-way between the cabinet and the property not being connected properly and a temporary socket installed in another cabinet but not removed giving the appearance of a working line with no faults but this may not be correct.

Anyway thanks for all your comments and advice.