This topic

Broadband and line 7days without

jaafa50 — Mon, 25 Jan 2021 15:25:01 GMT

Hi .we have had good service from bt till now. Our line and broadband was down, an engineer from Openreach came the next day fixed things and that worked till midnight when everything went down again. We contacted BT and now for over the week no turn up from anyone except txt messages that the line is working their end...nobody has touched anything. We have rebooted and still the same. They asked to rebook an engineer but customer services insists nothing can happen until they resolve the 1st issue. Where do we go from here.

Re: Broadband and line 7days without

CJT80 — Mon, 25 Jan 2021 15:27:53 GMT

@jaafa50

Do you have a working telephone service?

You need to plug in a phone and check for a dialling tone.

Re: Broadband and line 7days without

jaafa50 — Mon, 25 Jan 2021 15:33:33 GMT

Hi CJthanks for your reply

Line is dead . No ring tones at all. I've rebooted the broad band and it goes through the system and ends up with the orange light

Re: Broadband and line 7days without

CJT80 — Mon, 25 Jan 2021 15:41:40 GMT

@jaafa50

Just to be 100% sure, what socket type do you have?

Re: Broadband and line 7days without

imjolly — Mon, 25 Jan 2021 15:41:40 GMT

which master socket do you have

Re: Broadband and line 7days without

CJT80 — Mon, 25 Jan 2021 15:42:47 GMT

@imjolly

Snap... how mad is that. I prefer the pic you use.

Re: Broadband and line 7days without

jaafa50 — Mon, 25 Jan 2021 15:46:45 GMT

Hi I have no 7

Re: Broadband and line 7days without

jaafa50 — Mon, 25 Jan 2021 15:48:22 GMT

Hi just replied to imjolly . I've got no 7 per his pics

Re: Broadband and line 7days without

Keith_Beddoe — Mon, 25 Jan 2021 15:50:21 GMT

@jaafa50 wrote:

Hi I have no 7

Connect it up as shown below, and see if you get dial tone and broadband, as those master sockets are known to give problems.

NTE 5C Test socket check

Re: Broadband and line 7days without

jaafa50 — Mon, 25 Jan 2021 16:12:24 GMT

Hi Keith

I have an open reach double socket cover.

The broadband lead comes out of the left side and phone socket on the right . I've taken these both out and put them in again . There are no screws that hold the whole of the master socket together.

Any ideas.

Re: Broadband and line 7days without

imjolly — Mon, 25 Jan 2021 16:20:44 GMT

You need to try unclipping the front and connect phone to the test socket you can now see and check for dial tone

Re: Broadband and line 7days without

jaafa50 — Mon, 25 Jan 2021 16:48:25 GMT

Done that and no ring tone. I guess the problem has to be the master socket box

Re: Broadband and line 7days without

Keith_Beddoe — Mon, 25 Jan 2021 16:54:47 GMT

@jaafa50 wrote:

Done that and no ring tone. I guess the problem has to be the master socket box

No, it proves the fault to outside of your house, as there is nothing at the test socket.

Does your line come in from a pole, or underground?

Re: Broadband and line 7days without

jaafa50 — Mon, 25 Jan 2021 16:57:16 GMT

The line comes in from a pole.

Re: Broadband and line 7days without

Keith_Beddoe — Mon, 25 Jan 2021 17:00:55 GMT

@jaafa50 wrote:

The line comes in from a pole.

Then is nothing you can do, apart from report a phone line fault, no dial tone, cannot make any calls. Do not report a broadband fault, as it will take longer to fix. Phone faults are fixed quicker, as you may need to make urgent calls.

Once the phone line is fixed, the broadband will come back.

Re: Broadband and line 7days without

jaafa50 — Mon, 25 Jan 2021 17:15:17 GMT

Thank you so much for your help. Very much appreciated to you all

John