No Dial Tone But internet Working

[cd27idw]

Ok, I'm currently experiencing Internet & phone problems;

My internet (copper broadband) is slowly spiralling towards extinction (currently connecting at 1152 kbps, from 2200 on Thursday night, 6000 on Monday), and my phone has no dial tone, and can make or receive no calls.

Bizarrely, if I dial 175 (BT test no.)on the landline handset while dialling in from my mobile, I can hear the ring generated at the exchange, which I can also hear on my mobile, but obviously my landline phone itself doesn't ring.

Extensive Googling has suggested a broken wire (external to my home), as ADSL apparently can exist on a single wire, whereas the phone can't. BT want to send an engineer to my home, which I don't want as I'm working away).

Does anyone know if it would be possible to get an engineer to look at the external line, rather than come to my home, as it would be a problem for me to be there?

Thanks for your patience in reading this.

[iniltous]

When your line is tested , if a fault is detected , the approximate location of the fault is indicated, if it is located at or close to your home , then you are asked to be in for the  appointment , after all the issue may be within your  home but still Openreach responsibility , and access is  needed to repair it.

You haven’t stated if you checked at the master socket test port , that  would indicate if the problem was ‘internal’ or external, if the dialtone returns in the test port that would indicate what Openreach are responsible for was OK , and you wouldn’t need an OR visit anyway, and getting a visit potentially would incur an unnecessary visit charge for you.

If you are not in , the tech may be able to still repair the issue, depending on where they begin the fault investigation  , if the problem is external they would fix it ,  but obviously wouldn’t be able to confirm ( at the master socket ) everything is now OK, but they could also simply walk away as ‘no access’  ( if you are not in ) if they start at the customers property , and that may also result in a charge

If you cannot be present during the fault appointment, can’t you arrange for someone else to be there ?

[cd27idw]

I've tried the test socket (removed the face plate and plugged in), and still got no ring tone. Ideally, i would stick a volt meter on the line, but the one I've got is at my away from home address.
You're second paragraph is bit convoluted, I assume you mean if I got a dial tone at the test socket, then the problem is internal, and my responsibility. I don't have a ring tone either at the test socket or the main user socket.

I would be able to check my internet connection speed via remote login. I's go back to BT help, but every time I go to them I have to wait while the tech on the other end goes through the same checks.

I also tried putting the newer 5c socket on the line, but my router didn't even try to connect.

[imjolly]

which master socket do you currently have

[cd27idw]

Similar to 5, but the front cover extends to the upper edge at an angle. I've tried to install the 5c (Mk4?) but can't get any connection at all with it.

[iniltous]

If you are not getting a dialtone with a known working phone at the test port, that is something OR would need to investigate , as you know, 1 leg disconnected ( of the  2 legs of a cable pair ) can provide poor broadband and no dialtone , generally the disconnection is close to the socket if broadband continues to work albeit slowly.

Your issue is that reporting a fault and accepting an appointment , means that access to the property will be available (should the engineer need to visit) , you obviously could say you will be in , and hope the fact that you won’t be, doesn’t affect the time it takes to repair the line .

If you were given an appointment it suggests the test result suggests that access may be needed , so BT won’t offer a visit without you saying access will be available, they won’t offer a non appointed visit if the test indicates access may be needed, it’s up to you if you provide accesss , but if you don’t  it may have a penalty, either cost, or delay , or both.

[cd27idw]

I spoke with the online help people just now, and they're going to set off without the need for access for now, but I'll have to play it by ear beyond that. I'm hoping they can solve the problem without access. I've no problem with taking the time off work, just the logistics involved (work in Belfast, phone's at my home in Glasgow).

Thanks all for your input.

[cd27idw · Accepted solution]

OK. Dial tone problem solve. Apparently it was a broken line, so I've been put on a different line, and the phone's now working. Unfortunately, the broadband is still connecting at a deadly low speed (283kbps, as it was before the line fix, although attainable says 13804kbps. Upload connection speed is 910kbps. I haven't got another modem/router to hand to try and connect with. So is this line training issue, or is my modem at fault? Any opinions welcome.

[imjolly]

@cd27idw 

from your posts and your connection problems I think you have ended up in a banded profile.  as problem has been solved and line now stable  I think with adsl2(+) connection it should rectify itself in 3/7 days stable connection  if after that time still stuck at 283kbps then post back and we can see if mods can help

[cd27idw]

Thanks for that. It's a bit worrying, particularly as it's on a different (but not new line). The engineer was in yesterday, and the phone line was working by 1pm. Internet speed was resolute at the aforementioned speed, but still hasn't adjusted at all. I had hoped it have tried to adjust by now. I'm getting concerned as I'm getting pressured to work from home, and will need a functional connection. Time will tell.