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kathykate
Aspiring Contributor
1,991 Views
Message 11 of 41

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

Excuse me? I'm in the phones forum, not the broadband forum and I have a problem with my phone line being faulty, with is nothing at all to do with Plusnet. The reason I rang mention Plusnet is that they are trying to help me establish that it is a BT line fault. Forgive me if I'm being dumb...

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 12 of 41

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


@kathykate wrote:

Excuse me? I'm in the phones forum, not the broadband forum and I have a problem with my phone line being faulty, with is nothing at all to do with Plusnet. The reason I rang mention Plusnet is that they are trying to help me establish that it is a BT line fault. Forgive me if I'm being dumb...


Your phone line has to pass through Plusnet`s equipment in the exchange, to pick up the broadband signal, so it possible that the fault could be in their equipment. That is why they need to deal with Openreach to prove the fault, from the BT exchange line equipment, through the Plusnet node, and then out to your premises.

 

 

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kathykate
Aspiring Contributor
1,986 Views
Message 13 of 41

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

So, if your isp has to be contacted first to rule out their equipment, why can you ring and report a fault directly to BT? Shouldn't they redirect me back to my isp and say it has to be done through them? There is something very chicken and egg about this. And why should I have to buy a second router in order to prove that there it is nothing to do with my original router, which I've had to do?

 

I note you say 'it is possible the fault is with [Plusnet]'. And if it's proved that it is with BT will I be refunded the cost of the router by BT? Of course not!

 

I'm not getting at you - thanks for trying to help - but honestly the situation is laughable. As I've been with Plusnet for about 10 years (when they weren't even called Plusnet) and am very happy with them I am seriously considering switching line rental to them also. Perhaps this will sort out the chicken and egg problem...

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 14 of 41

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

Before the breakup of the BT group into BT Retail, BT Wholesale and Openreach, it was easy to get things sorted out.

 

Now all service providers and ISPs, have to progress any phone line problems via Openreach, who have to give everyone the same priority.

 

LLU (Local Line Unbundling) complicates issues even more, because ISPs can install their own equipment in BT Wholesale Telephone Exchanges. So your phone line may not come direct from the exchange, but via your ISPs equipment that they have installed.

Their equipment can cause problems with the phone service, if it has a faulty port.

 

Openreach staff are the only people allowed to work on your phone line in the exchange, and have been fully trained on fault finding in and out of the LLU equipment.

 

I am not saying that in your case the problem is with the ISP equipment, but it does need a thorough check in the exchange, before a line fault can be assumed.

 

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fredfred2
Aspiring Contributor
1,968 Views
Message 15 of 41

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

Do you live around the corner...? I have the exact same problems! Internet and phone dropping out, and registered address different to our actual address! And I've been billed £130 AND STILL HAVE A FAULT! The last person to come out from BTopenreach was a broadband 'specialist'. He tracked down 2 faults, which pass on the telephone tester. So BTOpenreach telephone line tester actually reports that the line is ok, but the BTopenreach broadband box says that there is a definte fault! Mmmm. I shall persevere like you. Good luck!

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kathykate
Aspiring Contributor
1,955 Views
Message 16 of 41

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

From the research I've done it is very common, must be a lot of frustrated people out there!

 

I kind of know why our address is listed wrong, years ago, before we lived here but when the phone was installed this house had a different name. Someone changed the name of the house and although our bills from BT come correctly addressed with new house name, the BT engineers still have the old house name. Like I say, I've tried to get it fixed twice, don't know why it is so hard to do!

 

Spoke to guy at Plusnet today and queried whether their equipment at exchange could be causing the crackle. He said it's possible and the way to test is when I have crackle disconnect router completely from phone line. This switches their equipment off at exchange so if crackle is still there it is a line fault and not their equipment. I've already done this in my numerous amateur attempts to narrow down the problem so it must be a BT line fault.

 

Will get back to the battle next week.

 

 

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,951 Views
Message 17 of 41

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


@kathykate wrote:

Spoke to guy at Plusnet today and queried whether their equipment at exchange could be causing the crackle. He said it's possible and the way to test is when I have crackle disconnect router completely from phone line. This switches their equipment off at exchange so if crackle is still there it is a line fault and not their equipment. I've already done this in my numerous amateur attempts to narrow down the problem so it must be a BT line fault.

 

 

Not entirely true I`m afraid. Their broadband equipment is permanently wired in, within the exchange, so is always connected in circuit, whether your router is switched on or not. You can get high resistance joints, and faulty filters, just like you can within BT broadband`s own equipment.

The only way to prove the location of the fault, is by testing within the exchange, at the various points shown by my arrows.

 

I am not saying that their equipment is the problem, but it needs to be proven first.

 

See diagram. SP means Service Provider, like Plusnet, BE, Sky etc.

 

llu.jpg

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BlazingMad
Beginner
1,942 Views
Message 18 of 41

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

Just to let you know , we had this problem and it took 6 months to sort out. One engineer actually told us to sort the problem ourselves!! End result was 2 vans and 4 men from BT sorting out the pole outside the house. We know how frustrating this is! Good Luck!!

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kathykate
Aspiring Contributor
1,937 Views
Message 19 of 41

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

Blimey, with everyone telling me slightly differing stories no wonder it's hard to get sorted out. I had a call from BT today, asking if phone still bad, said yes, she said she'd do a line test and ring back. Rang back to say line tested clear, showing that fault must be with internal wiring. I said 'how can that be possible when I have disconnected all internal wiring and currently have phone plugged into internal socket in BT master box?' Now have another engineer booked to come out tomorrow.

 

Question for Blazing Mad.

How did you get it sorted? Just persistance and many many engineer visits? Did you ever get billed for a visit?

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BlazingMad
Beginner
1,921 Views
Message 20 of 41

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

Never got billed for the problem. Think it took about 6 visits, numerous phone calls.  Ended up with them rewiring the house, changing the internet card, then they discovered the problem was on the line ( previous line tests came back clear) The problem was futher from the house than the engineers normally tested for. Hope they sort it for you.

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