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kathykate
Aspiring Contributor
5,863 Views
Message 1 of 41

Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits end!

Ever since Christmas 2011 I have had an intermittent crackly line with dropping broadband problem. Since then I have had 4 engineers out - that I can remember, there may be more!

 

Let me first add, the crackling, when it happens, happens even if I unscrew master socket and plug corded phone into internal master socket.

 

Here is my roll of honour of Openreach guys:

Graham - found a fault several hundred meters away, did something, line clear for a day or so.
Jason - just happened to come when line not crackling, ran some tests, told me all OK, went away.
Harold - brought another guy with him, did a lot of shaking of lines outside, heard the crackling, did something, also replaced inside master socket for brand new one, line clear for about 3 hours.
Jason again (I think) - line was crackling like crazy before he came, he rang me to say he was coming, line cleared and was clear when he got here so again he went away. On his way driving out the village, he rang me to tell me there were other Openreach guys up the road replacing a cable which had a hole in it. He kindly stopped to chat to them, and rang and told me this, otherwise I'd have had no idea this was happening. He said that could have been the problem, I prayed it was. The phone line stayed clear for about a day, then major crackling returned today.

 

TODAY 25 January 2012
(PS last night phone rang in middle of night and then stopped. This morning when I did a 1471 to get the number, the last recorded number was over a day ago which is odd)
Line very crackly. Tested corded phone in master socket and still crackly. Used phone to make a call and it cut out on me. Broadband massively flakey. Whenever router looks like it's connected with green internet light on, it can't connect and then dsl and internet light go off.
Rang BT 151 to report fault. Got cut off. Line came back, and after being on phone reporting fault for about 15 minutes line cleared and was as clear as a bell straight after. Internet came straight back. Since then line has been clear as a bell and internet rock steady.

 

But I'm not holding my breath, this is the way it has been since Christmas. Today I cried on the phone to BT Faults as I'm so fed up with it.

 

About same time last year I had exactly the same symptoms, intermittent crackly line and flakey internet. Luckily it was fixed by a fantastic engineer who went and did something, called me to say all fixed, we chatted on the phone for a while and suddenly the crackle was back. He then said it was because it needed a 'lift and shift' which he organised and then line was good thereafter. Don't know if this is a red herring but the symptoms were exactly the same, and this fixed it.

 

Just to add (and this is something I'm going to monitor from now on), I think line crackle clears after I've been on the phone a while.

 

From doing a bit of internet research today this seems to be a common problem and hard to fix. Please can someone help me? Thanks for taking the time to read.

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40 REPLIES 40
imjolly
Distinguished Sage
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Message 2 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

welcome to the forum

 

you should report your phone fault to 151 and they will arrange for assistance



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kathykate
Aspiring Contributor
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Message 3 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

Thanks for the welcome, but as I've said in my OP, I have today reported it as a fault, and this is the 5th time this month of reporting it as a fault!
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john46
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Message 4 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

all you can do is keep calling until an engineer calls and the fault is there and they can then carry out the repair
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brazenscroll
Contributor
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Message 5 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

Hi Kathy

 

Sorry to say, I think you may be in for the long haul on this one and will need to persevere. The symptoms you describe are unfortunately common, and are a classic sign of a damaged cable somewhere. If the engineers have checked the line from your house to the telegraph pole / pavement box and you still have the crackle when they check at the pole, then the problem is most likely to be in the underground cables. The intermittency is caused by partial damage to the cable / junction box allowing a short circuit between the wires and earth - and the usual culprit is water (damp). Broadband goes first, dropping out, and if the short is bad enough the phone goes too.

 

As the damp dries out the phone may come back, or if it is a broken cable the shorts can be very fast and regular as the two end of the cable spark against each other.

 

What can you do.

 

1) Keep a written log of your cals to BT, any engineer visits / sightings, and be prepared to explain over and over again to BT call centre staff.

 

2) Insist that the problem is NOT on your property and that engineers have identified the fault in the road and it needs repairing

 

3) Persist, and try not to get too downhearted. You are in the hands of BT Openreach who will have to repair this, and it may take a lot of time and calls. Report it every day if needs be, or try emailing BTs CEO, as this can sometimes have a dramatic effect!!

john46
Distinguished Sage
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Message 6 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

Hi I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours

They are a UK based BT specialist team who have a good record at getting problems solved
kathykate
Aspiring Contributor
5,805 Views
Message 7 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

Thanks for replies. I am now keeping a log of phone/internet behaviour.

To update: after my last call to BT faults 3 days ago to report fault, it obviously hasn't been raised because I've heard nothing since. I know why this is, at the same time I was also in despair that BT have our house name down wrong. To be precise, the billing address is right, but the account address (?) is wrong. Every time BT engineers come out to find me they ring and say 'Can't find your house' and I have to tell them that the address they have is wrong (only the house name). I've tried to get this fixed twice before, and also mentioned it to the faults girl, so she palmed me off to someone else and obviously didn't raise the fault for me.

 

No matter for now, as the same evening I rang Plusnet my internet provider. They have been FANTASTIC! They can see my connection has been dropping seriously for ages, apparently I've not been continuously connected for more than 4 hours. They are sending me a new router to rule out my old one, they have told me to plug router into internal main socket and they will monitor, if connection keeps dropping they say they can instruct BT on fault which will then be known to be external as router has been in internal main box socket. They were so helpful.

 

If only BT were as good! I am seriously fed up of the same old lines I keep getting repeated to me when I call the fault line. And the fact that they keep closing the reported fault when I tell them that it's ongoing and intermittent and needs to be kept open until it is sorted.

 

Anyway, enough rant for now, at least my internet is working at the mo so I can post this! Will probably follow up some of your suggestions re getting to mods - when I have the energy to do it!

REgards

Kate

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kathykate
Aspiring Contributor
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Message 8 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

PS Brazenscroll our lines are overhead, very rural here, hopefully that makes it easier for them to get to the culprit.
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kathykate
Aspiring Contributor
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Message 9 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

Today new router has turned up and is plugged in to internal master socket. It's working. Rang Plusnet to tell them, they are going to monitor how long it stays connected. Whilst on phone to them my phone was cut off! He told me he had a voice message his end saying 'please hold the line' as if I'd put him on hold. Of course that knocked my router out and was unable to connect to internet until router had reconnected.

 

Have just emailed mods as suggested. Will wait to hear from them.

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 10 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en


@kathykate wrote:

Today new router has turned up and is plugged in to internal master socket. It's working. Rang Plusnet to tell them, they are going to monitor how long it stays connected. Whilst on phone to them my phone was cut off! He told me he had a voice message his end saying 'please hold the line' as if I'd put him on hold. Of course that knocked my router out and was unable to connect to internet until router had reconnected.

 

Have just emailed mods as suggested. Will wait to hear from them.


The mods will not be able to help, as your ISP is Plusnet. This forum is for BT Broadband customers only.

You will need to deal with Plusnet direct.

 

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