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Mach2Infinity
Contributor
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Message 1 of 3

FAO BT: fault raised - I'd like to add notes to call

Ticket reference: VOL013-******

I raised a fault with the landline in which we're unable to make/receive calls as there's no dial tone and the line's always busy. The issue was raised through the automated service which did a line test and identified an issue then logged a ticket before putting me in a queue to speak with an advisor. Unfortunately I was in the queue for at least 10-15 minutes and had to go, so I didn't get a chance to relay information and troubleshooting steps I'd taken:

Phone: BT7610 cordless phone with four phones.

  1.  I've power cycled the base unit for 30 seconds
  2.  I've reconnected the RJ11 cable at both ends
  3.  I've swapped with another RJ11 cable
  4. I tested a corded phone in the test socket (Master Socket 5C) after disconnecting all devices from the extension sockets but still no dial tone. The corded phone works on a separate business line so it's not the phone.

A bit of background:

We had a ticket raised for a broadband fault back in October which has since been resolved under reference VOL055-*******. We had the new master socket fitted then as well so it won't be aged equipment.

In regards to the ongoing landline issue. We noticed the problem last weekend. I resolved the issue back then after powering off the base unit for 30 seconds and re-seating the cable in the extension socket. I had noticed the internet cutting out infrequently but on Thursday night it occurred often. Also when I logged into the Router (TP Link VR2800) I noticed there were a lot of error packets. However, since Friday the internet has been working fine with no error packets and an uptime of 9 hours so far.

I appreciate this is quite a bit of detail. But I'd rather not be stuck in a long call queue again if I can provide all the necessary information here instead. I know this info dump may be unnecessary if the cause has already been identified via the automated test but I'd rather be safe than sorry.

Many thanks,

Emyr

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2 REPLIES 2
PaddyB
Moderator
Moderator
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Message 2 of 3

Re: FAO BT: fault raised - I'd like to add notes to call

Hi @Mach2Infinity,

Thank you for posting. I'm sorry if you have a fault with your service. The quickest way to get your service repaired would be by giving BT a call on 0800 800 151. There might be a bit of a wait as we do tend to be a lot busier this time of year as well as with everything else going on at the moment.

If you don't want to call up again, I can take a look at what is happening with your fault. It will take a few days before I or one of the team will get back to you.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Mach2Infinity
Contributor
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Message 3 of 3

Re: FAO BT: fault raised - I'd like to add notes to call

Hi Paddy/Mod team,

I have responsed by PM to Paddy. Apologies, I didn't realise the ticket reference contained sensitive information (?). Just to re-iterate in case he's not available. I have spoken to a BT advisor who performed a line test and confirmed a fault with the landline. An engineer has been booked for Wednesday 23rd 1pm-6pm. Further to my initial post, the landline did work on Saturday (19th). However, when a family member took a call they noticed there was some static/interference on the line. The broadband connection has also briefly disconnected a few times and now seeing a lot of error packets:

BT Forum 1.png

Unfortunately, we're back to square one as the landline stopped working again. We're not sure if the rain is affecting it more since we've had heavy downpours and it seems to be worse then. Either way an engineer has been booked for Wednesday afternoon anyway so hopefully the fault will be fixed soon.

Many thanks,

Emyr

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