it is possible but unlikely that the filtered faceplate is faulty. you could take the filtered faceplate off and connect phone and router to test socket via a filter and then try quiet line test dial 17070 option 2 should be quiet and best with corded phone if cordless then dull hum normal. if noise still there then disconnect router and repeat test.
the cost of the callout will be charged if the engineer cannot find any fault with your line or the fault is on your side of the master socket
'when we disconnect our router (which is plugged into the master socket via a filtered faceplate) the crackling stops!'
If the noise stops when you unplug your router doesn't that kind of narrow it down?
Have you tried a known working corded telephone in the test point of your main socket as shown here.
When the call centre run a line test it very rarely can detect a noisy line fault.
I think its pretty unequivocal - the router cabling, router or plug is the issue. You could try changine the lead from the filter to the router, replace the filter, or even see if you can borrow another router and try that.
If BT are doing the check and saying there is no fault, and you get no noise with the router disconnected, then I am sure there is no fault with the incoming BT service.
My own choice would be the BB filter as first option, then the lead to the router.
Just tried the quiet line test in the test socket - firstly with the router connected there was still definitely some crackling and disturbance there, as well as the hum due to the cordless phone - it was definitely not "silent" in terms of extraneous noise, but then again is it meant to be so? Anyway, then disconnected the router and there was absolutely no change to my ears - using the test socket connection, there was noise (crackling) both with and without the router being connected. Does this tell you anything?
if you have noise crackle at the test socket that is outwith your home and an openreach problem. you need to report the fault to 151 with no mention of broadband. the quiet line test should be quiet no crackle
this is a standard noise on the line problem which you need to report to 151 - at present it is not a broadband problem as it may well be fixed by getting the noise fixed on your phoneline
BT engineer visited last Friday - said he couldn't find a fault, so I fully expect to be hit by the £99 charge! Strangely though, next day I received a text from BT saying "Sorry about your phone fault - it should be OK now" - so who knows? I'll just have to keep a close eye on future bills. Whatever they did or didn't do, the crackling has mysteriously disappeared and my broadband connection (and speed) has stabilised dramatically, so something seems to have altered somewhere along the line?