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Mr_7
Contributor
538 Views
Message 1 of 11

Infinity 1 Basically broken (Repeat of old issue)

Going to reopen this as i expect to repeat the exact same loop as i had pretty much this time last year...

Original Post here

Pretty much same problem as original post. Bad crackling on the line (you can hear it in normal calls, and really badly on the quiet line test.) 

Internet wont connect when phone is connected. When phone not connected internet will connect but cuts out ever few minutes.

Tried changing filter plate to micro filter in master socket no change. tried second router and multiple phones and all exhibit same issue.

I've got an engineer coming out on monday as thought it was a phone call issue only but now realise the broadband doesnt work either. BT phone support said their line tests completed ok which is just ridiculous. And then inferred it was a fault in my house.

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10 REPLIES 10
Distinguished Guru
Distinguished Guru
533 Views
Message 2 of 11

Re: Infinity 1 Basically broken (Repeat of old issue)

You do not have a broadband issue. You have a line issue which affects your broadband. Once the line issue is resolved your internet should return to normal.

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Mr_7
Contributor
528 Views
Message 3 of 11

Re: Infinity 1 Basically broken (Repeat of old issue)

Thanks Pip, I’m hopeful of this being the case but it’s the same as last year though and the only way it got sorted was through here. After the same repeat loop of several engineers (I know I’m preempting this but it took a senior engineer to fix it last time)
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Distinguished Guru
Distinguished Guru
526 Views
Message 4 of 11

Re: Infinity 1 Basically broken (Repeat of old issue)

Get back after the engineer visit on Monday.

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Mr_7
Contributor
524 Views
Message 5 of 11

Re: Infinity 1 Basically broken (Repeat of old issue)

That’s the plan. Hopefully be all good news and an easy fix. Leaving the phone unplugged so I can go online in the meantime. Cheers.
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Distinguished Sage
Distinguished Sage
488 Views
Message 6 of 11

Re: Infinity 1 Basically broken (Repeat of old issue)


@Mr_7 wrote:BT phone support said their line tests completed ok which is just ridiculous.

Unfortunately  it can be very difficult to diagnose and locate a noisy line fault, it is very possible for a basic line test to show OK.

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Oddius09
Aspiring Expert
450 Views
Message 7 of 11

Re: Infinity 1 Basically broken (Repeat of old issue)

Going through the same rinse and repeat at present 3rd engineer tomorrow.

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Mr_7
Contributor
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Message 8 of 11

Re: Infinity 1 Basically broken (Repeat of old issue)

Oddius Have you posted on here for a mod to sort? Last time once they did it actually got sorted pretty quickly.
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Oddius09
Aspiring Expert
437 Views
Message 9 of 11

Re: Infinity 1 Basically broken (Repeat of old issue)

Just posted was gonna wait for the 3rd visit.

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Mr_7
Contributor
407 Views
Message 10 of 11

Re: Infinity 1 Basically broken (Repeat of old issue)

So update. Engineer came out on 13th. Cleared everything in the house. Noted noise on the line.

His device said high resistance fault 1000m away. Went into the village and found a flooded junction box in the road.

Got a text update saying it would be fixed by 5pm the following day.

5pm on the 14th and another text to say they couldn’t resolve the issue and it would take another hour. They then sent another message the following day that it would take until the 21st.

Then today they sent a text saying it would be fixed by the original time and to check online. Which hasn’t been updated since Monday and says it will be fixed by the 14th August and is in progress....

Sigh.
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