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whiterasta
Newbie
1,194 Views
Message 1 of 10

BT Infinity FTTP phone not working

We recently got BT infinity installed and the engineer rewired the phone so it still plugs into the (modified) wall socket bt is wired through the GPON.  All worked fine until a few days ago when the phone went dead and the TEL light went out on the GPON. Around the same time started getting weird messages from a no-reply BT email account aboutr how they were unable to install the phone line and would call us on 21st (then24th) june about it.  Tried talking to the Indian call centre about it and they said there was an order but this was cancelled.  Not sure what they are up to but the phone worked fine when the engineer left but is now not working.

 

Does anyone know how we can go direct to our local engineers who surely must know how to fix the fault in a metter of moments?

 

In the meantime having no landline is a hassle

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9 REPLIES 9
Distinguished Guru
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Message 2 of 10

Re: BT Infinity FTTP phone not working

You cannot talk direct to the engineers or openreach, you will need to contact BT on 0330 123 4151
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miles_safer
Expert
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Message 3 of 10

Re: BT Infinity FTTP phone not working

Your new master socket should have a switch to switch between your fibre phone line and your old copper line. Have you tried switching this to see if your old copper line still works, as a stop gap.

But you need to report a line fault to get the FVA line fixed.
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Distinguished Guru
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Message 4 of 10

Re: BT Infinity FTTP phone not working

Not aware if a switch on the socket. Normally if the phone servicevis switched from copper onto the fibre and FVA the cooper line then gets ceased and the line becomes spare.
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miles_safer
Expert
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Message 5 of 10

Re: BT Infinity FTTP phone not working

Yes normally. But as the FVA line seems to be down the OP may as well try flipping the switch over just to check the old line.
whiterasta1
Beginner
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Message 6 of 10

Re: BT Infinity FTTP phone not working

Hi there - thanks for the tip about the switch - the engineer did show me this but said I wouldn't need to use it.  what appears to be a swithc on top of the master socket is actually a sliding cover - there is a microswitch beneath that.  switched over to copper and phone line is back on but have raised a fault with them as the phone should be on fibre not copper, as it was when the engineer left.

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whiterasta1
Beginner
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Message 7 of 10

Re: BT Infinity FTTP phone not working

Update - eventually managed to get BT to send an engineer around.  They sent a BT Openreach engineer who (it turns out) knows nothing about BT infinity - he only does copper lines.  So he will report back to our 'service provider" (i.e. BT, the company he works for) that the copper line is fine - with any luck he might mention that the customer needed a BT infinity engineer as per the request for an engineer visit.

 

Please can anyone out there help us get in direct contact with the infinity engineer to fix this fault.  The equipment is fine at our end, so the fault must be at the exchange end where some dim f**wit has disabled our VOIP phone line and forced us to use copper.

 

You might think it's a great idea to have FTTP and copper to thr premises but in reality isn't that a waste of resources for BT in having two lines instead of one for the same telephone number?

 

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miles_safer
Expert
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Message 8 of 10

Re: BT Infinity FTTP phone not working

Seeing as your number is still on the old copper line & briefly looking at your original post I suspect the transfer to FVA did not go through properly. As after mine had my copper line went dead as a dead thing.

Try calling the fibre sales team to get put through to the relevant department. As they are UK based they should understand your problem better & as they are sales people they should be dynamic enough to get you the help you need.

Good luck.

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Distinguished Sage
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Message 9 of 10

Re: BT Infinity FTTP phone not working

Hi

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to get this 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 3/5 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

Distinguished Guru
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Message 10 of 10

Re: BT Infinity FTTP phone not working

The engineer does not work for your service provider ( BT Retail) he would work for Openreach. 2 different companys.
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