Crackle on landline - ongoing since August 2023

[iharding1981]

My father's digital voice line has had a terrible crackle on it since August this year. 

The fault is officially logged by BT on 11th September yet he has had no further movement on the issue being resolved.

He has spent countless hours on the phone to BT staff (generally outside of the UK) but the dates and information they provide him never actually materialise.

The service has effectively been unusable for circa 10 months yet he is being charged nearly £30 per month for the phone element of his BT package.

I would appreciate a MOD getting in touch. I have the fault tracking reference and other information at hand to send over.

My parents live in the Western Isles of Scotland and rely heavily on their landline as part of day-to-day life.

[rbz5416]

What type of phone does he have & how is it connected to the SH2?

[Keith_Beddoe]

@iharding1981 

Are you sure its BT Digital Voice?

There is only a small charge for the phone element of DV, certainly not £30, unless its some form of special link.

I have asked a moderator to assist.

[licquorice]

Nor would I expect there to be 'crackling' on DV, distortion possibly, crackling no.

[iharding1981]

Hi Keith

I should have been a bit clearer. He pays for international minutes, unlimited minutes and voicemail. These add up to just under £31 per month.

[Keith_Beddoe]

Thanks for the price explanation.

Crackling on DV would be unusual, unless its an issue with the way the phone is connected to the Smart Hub 2.

The BT supplied DECT phones may suffer range issues, which would cause cracking.

[iharding1981]

In which case I may be mistaken about DV. It may be the case that they're still running on the overhead copper line which would probably stack up better in terms of the crackling.

In any case, it's an unusable line and taking an absolute age to remedy.

[Keith_Beddoe]

That would make more sense, as the DV rollout it quite limited at the moment.

Let`s see what a moderator has to say, as they can look at the fault notes, but its likely to take a few days at least.

[JohnC2]

Hi @iharding1981, sorry that this fault has not been resolved. 

I've sent you a Private Message so you can get in touch with the Mod team. We are very busy at the moment but we'll be in touch as soon as you reach the top of our queue to resolve this.

Cheers

John

[RobbieMac]

Hi @iharding1981

Thank you for sending over your details and for taking the time to chat with me this morning.

I am sorry for the delay repairing the fault on your line.  I do appreciate the amount of time you've spent on the phone trying to get this resolved.  As confirmed, your complaint is being managed by our executive customer resolutions team.  The next update is due on Tuesday.  There isn't anything we need to do from here as your complaint is being case managed. 

Feel free to keep this thread updated with how things are going.

Thanks,

Robbie