welcome to the BT community forum where customers help customers and only BT employees are the forum mods
your posts do not go to BT
The lines are owned by openreach and although part of the BT Group they cannot give any preferential treatment to BT Retail your ISP as per OFCOM ruling
So if you want assistance from the forum members please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
If you read some of the forum posts you will see the number of customers the mods have helped but you need to provide some information about your connection hence my request for stats and how you connect - up to you but I thought you came to a customer help customer forum for help
Welcome and thanks for posting. I’m sure we can help with this but we do need the test results so we can see how the connection / profile is performing. So can you use the link posted by imjolly and post up the results? Once you’ve done that drop me an email with your details. You’ll get the ‘contact us’ link in the about me section of my profile.