Landline Fault : HA8 area : Landline test taking forever / how do i report this?

[Veenay]

My landline is dead, and trying to run a diagnostic but this is stuck at 99% for the last 15 mins. Have vulnerable person living at the relevant address and not ideal having this issue now. Cannot contact BT otherwise and this is becoming a bit of an issue now.

Broadband is working, with hub at full Blue light.

How am I supposed to report this problem and get it resolved?

[Veenay]

And here is the next fun bit:  They take my contact details and then:

We'll need you to get in touch

 

Thanks for using our troubleshooter, we're sorry we can't fix your fault online.

The quickest way to get in touch is to give us a call on 0800 111 4567.

We're available 8am to 9pm Monday to Friday, and 8am to 8pm Saturday and Sunday.

 "Outstanding Customer Service - pathetic is where I park this being polite" 

[imjolly]

It  is unusual for your broadband to be working if phone line has no dial tone. Sometimes it does happen but broadband speed is normal seriously reduced. Does this apply to you

have you checked using the test socket and see if you get a dial tone

when you phone 0800800150 did you advice them of vulnerable person as that should get priority

[Veenay]

Hi.

What is the test socket? Where would this be?

I have previously had this issue where tel line was dead but broadband was working - it is hard for me to tell whether it is working at the right speed, as i am not at the property. I have not called 0800800150 as it has previously taken forever to get answered. Will try now, but I am resigned to not getting any one answer as noted on other posts earlier today.

Anyway for me to check the broadband speed / connection?

Tks

[Veenay]

0800800150 - Selected fault option and they wnt progress as open during office hours being 8am to 9pm Monday to Friday, and 8am to 8pm Saturday and Sunday.

[Devon_Dave]

If you locate your main telephone socket, remove the front plate, depends on the version it may have 2 small screws or will be clipped on.

Once you remove this inside will be a normal telephone socket. Try a known working corded phone direct in socket. If it works here the issue is either your phone, your internal wiring or something plugged in on another sochet in the house. 

If there is no dial tone at this socket the fault is external to your house. 

• The test point shown is for the newer version of main socket. You may have an earlier type. 

   

[Veenay]

Thank you. No dial tone there either.

[Keith_Beddoe]

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@Veenay wrote:
Thank you. No dial tone there either.

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Then you need to report it on 0800 800 151.

Make sure that you have tried a different phone, just in case the one you are checking it with, is faulty.

The fact that broadband is still working at full speed, would indicate either an exchange fault, or a faulty phone.

[Veenay]

Reported via 0800 111 4567 at 08.05am - did not have to wait long. I have three phones connected in the house and none of them work in their sockets - two are BT Studio Plus phones and one is a separate one - have changed them around as well to check - still no dial tone. BT ran their own check and say there is no network fault (as they have done previously) - have checked the phones' wiring which looks fine - appt booked for Weds 21 October for engineer to visit - as per previous experience, expect this to be an exchange fault (in last 12 mths they also managed to cross the lines). Thank you

[Veenay · Accepted solution]

Issue was at the exchange outside. Openreach engineer resolved this issued for now.