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Distinguished Sage
Distinguished Sage
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Message 11 of 21

Re: How to set up a divert to mobile

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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gspearson
Expert
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Message 12 of 21

Re: How to set up a divert to mobile

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Thank you. As Sod's Law applies, if I let the engineer come, the fault will never recur. If I don't, it will do it every week for the rest of my life.
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Distinguished Sage
Distinguished Sage
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Message 13 of 21

Re: How to set up a divert to mobile

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@gspearson wrote:
Thank you. As Sod's Law applies, if I let the engineer come, the fault will never recur. If I don't, it will do it every week for the rest of my life.

There has to be a bad connection somewhere. It sound like a connection on the exchange frame, which has not been soldered, and is just wrapped around, and making an intermittent connection.

It needs a full quality check. If that does not fix it, then a change of EN (Equipment Number) in the exchange, would rule out an issue with the exchange line card.

 

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Moderator
Moderator
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Message 14 of 21

Re: How to set up a divert to mobile

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@gspearson I would be inclined to let the visit go ahead, the engineer can not raise a charge if no fault is found. I'll send you a private message with details of how you can contact the moderation team if you'd like the mod team to help with this fault. 

Community ModeratorNeilO
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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gspearson
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Message 15 of 21

Re: How to set up a divert to mobile

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@NeilO  Thank you. PM received.  I'll report to the Forum how Wednesday goes.

 

Geoff

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gspearson
Expert
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Message 16 of 21

Re: How to set up a divert to mobile

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The engineer came and reported all well here. He replaced the VDSL plate, as a matter of course and has put notes on the record so I won't have to do this again.  

I will just need to deal with the problem if it happens again.

Many thanks to Keith and Neil for their advice. 

 

Geoff

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gspearson
Expert
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Message 17 of 21

Re: How to set up a divert to mobile

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It happened again - the day after the engineer came.  Landline dead.  Half an hour on the mobile to report the fault and another engineer coming tomorrow (£85 if it is my equipment).  

The call handler, in Liverpool, offered to log the fault and a complaint as this is the third time in two weeks.  

Still no offer to divert calls to my mobile when engaged - currently calls go straight to 1571 but I don't know they have been made.

@NeilO's kind offer to take this on has been accepted.

 

Geoff

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Moderator
Moderator
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Message 18 of 21

Re: How to set up a divert to mobile

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Hi @gspearson,

I'm sorry to hear that it has happened again. We will get this picked up for you and we will be in touch.

Thanks

DanielS

Community ModeratorDannyS
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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gspearson
Expert
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Message 19 of 21

Re: How to set up a divert to mobile

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Thank you. Geoff
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gspearson
Expert
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Message 20 of 21

Re: How to set up a divert to mobile

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All fixed. The PSTN engineer came, connected an oscillator to the line and then went to the cabinet across the road. An adjacent connection was touching my cable and causing a LOOP fault.  45 minutes and everything back to normal.  Thank you to the mods for watching over this.