This topic

Intermittent landline issue

Eastendgirl — Wed, 07 Jan 2026 18:43:39 GMT

I am a 78 year old homebound widow and going quietly crazy with ongoing issues with my landline..

Since BT/EE merged and the cable was installed, I have had ongoing problems. This has resulted in many, long and complicated calls with several different people.. I have been asked ( multiple times) to plug/ unplug/ switch on -off modem etc etc..

I have one phone which is in the same room as the hub/ modem. I have received a replacement phone adapter but still the problem of ' busy/ engaged signal ' when I try to make a call. I have done the 1571 and deleted answerphone calls (2 important calls from hospital)

Severe asthma and mobility issues have had a negative impact on my physical and emotional health caused by this ongoing situation..

I have lodged a 'complaint' with EE and had calls from the executive team.. still the situation remains the same..

I am vulnerable and my landline is vital to me, no idea what to do next...

Any ideas or advice welcome

Re: Intermittent landline issue

licquorice — Wed, 07 Jan 2026 19:05:54 GMT

The Executive complaints team are the highest level of escalation and they should own the problem until resolution.

Re: Intermittent landline issue

WSH — Wed, 07 Jan 2026 19:33:10 GMT

From what you’ve said, it’s not entirely clear if you know this or not, so my apologies if you’ve been told this before.

I take it you are aware that the 1571 service will generate a tone very like engaged when you have a message waiting? It should not prevent you making other calls, however, and it should clear the “engaged” tone when you delete the message.

Re: Intermittent landline issue

Eastendgirl — Wed, 07 Jan 2026 19:44:37 GMT

Many thanks for your reply and advice, I had been told of the 1571 route and it works for a while and then back to square one.. can't receive or make calls I've recently suffered a stroke and this is stressful for me, I rely on my landline

Re: Intermittent landline issue

WSH — Wed, 07 Jan 2026 19:55:25 GMT

In that case, the contact here might help:

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

Re: Intermittent landline issue

Christopher_G — Thu, 08 Jan 2026 08:30:37 GMT

Hi @Eastendgirl

Welcome to the community.

I'm really sorry to hear of the problems you've had recently. You've done the right thing in forming a complaint against your account. As @licquorice said, the Executive Complaints team are the highest level of escalation, and are in the best position to help you.

If you have a contact that you've been dealing with within that team, I recommend getting back in touch with them so that they can continue helping with your case.

Please keep us posted on what happens.

Chris

Re: Intermittent landline issue

iniltous — Thu, 08 Jan 2026 12:13:09 GMT

If your phone is inside the same room as your router/hub, then why are you using an adapter at all , why don’t you have your phone connected directly into the router socket , instead of the adapter ?,is there a reason for this ?

obviously an adapter is just another potential point of failure and seemingly not required in your situation, it would be different if for example the router was upstairs and the phone required downstairs but you say they are in the same room .

I’d try connecting your phone directly to the router not the adapter , and see how it goes.

FWIW , it does seem though that the changed (modulated ) dialtone signifying a message and equipment engaged tone are being mixed up , they are similar but not the same , obviously the modulated dialtone that indicates a message has been left doesn’t stop outgoing or incoming calls.

Re: Intermittent landline issue

Eastendgirl — Thu, 08 Jan 2026 14:28:57 GMT

Thanku for your reply, following a further call from the Executive team, an engineer has been arranged for tomorrow.. staying positive for a conclusion to this lengthy saga...

Re: Intermittent landline issue

Eastendgirl — Thu, 08 Jan 2026 14:35:40 GMT

The adaptor was installed at the same time as the cabling was done..it is next to the electrical telephone socket.. my hub is in the same room but plugging the phone into the router isn't possible for me to access the phone as I have mobility issues and restricted movement..I have been told that the problem doesn't need an engineer to visit the house but today I have been told an engineer is booked for tomorrow.. I have had numerous people giving me contradictory advice and reasons for the issue..I am exhausted by the whole process.. just want it sorted...

Re: Intermittent landline issue

Christopher_G — Thu, 08 Jan 2026 16:14:07 GMT

Please come back and let us know what happens with the engineer visit, @Eastendgirl

Hopefully, they can help get this sorted for you.

Chris

Re: Intermittent landline issue

Eastendgirl — Thu, 08 Jan 2026 16:32:30 GMT

I certainly will..

Re: Intermittent landline issue

Eastendgirl — Sun, 11 Jan 2026 14:05:49 GMT

I am fed up and confused by the numerous conflicting information I have received over the past months in regards to the ongoing issues with my landline..

The engineer called ( not at the pre- arranged time slot) which was difficult and easily avoided, had my requirements been noted by the numerous people I had advised regarding my mobility issues..

Engineer said problem not in the property and he would arrange a call from Open Reach which I received within the hour..

After a couple of conversations, including being left on ' hold' for 25 minutes 😬 I was told my landline would be fixed by 6 p.m the same day... amazing as the fault was still to be diagnosed.. as the fault has been intermittent throughout, it will be interesting to see how the next days and weeks progress...

Re: Intermittent landline issue

Ali_A — Mon, 12 Jan 2026 08:47:18 GMT

Thanks for keeping us updated with this @Eastendgirl
Glad the engineer was able to confirm the issue is not within your home, which would mean no further engineer visits needed.

It's a strange situation, please let us know how things progress.

Ali

Re: Intermittent landline issue

Eastendgirl — Tue, 13 Jan 2026 01:19:24 GMT

Thanks everyone for your advice and support, my case has been closed as from today.. just 🤞.. landline has been working past 48 hours, long may it last...