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Tom_91
Beginner
3,857 Views
Message 1 of 18

Loud Crackling Noise/Slow Broadband Speed

A couple of weeks ago, I started getting loud crackling noises on my phone line and my brodband speed dropped to around 0.3 mbps.

 

I have tried using a different phone and router to see if the problem is with my equipment, but no luck. I've tried plugging the phone directly into the test socket as well without any filters, but this hasn't solved the problem either.

 

I was close to booking an engineer visit via the live assistance, but was informed that if a fault was found inside the boundary of my property then I would be charged £129.99.

 

The problem is, whilst the crackling happens most times, there are the odd occasions when it is fine. I'm concerned that when an engineer comes to visit, there'll be no crackling and I'll be charged £129.99 just for the call out. I do have a recording on my mobile of the problem but whether this will be sufficient evidence I'm not sure.

 

I'm not entirely clued up about the test socket and how they work. As I've mentioned, plugging the phone directly into the test socket doesn't solve the issue. Does this mean that the problem is definitely occurring outside of my property? (BT have ran a few tests already and have said they can't find a fault though).

 

Any advice on what action to take from here would be much appreciated.

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17 REPLIES 17
Distinguished Sage
Distinguished Sage
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Message 2 of 18

Re: Loud Crackling Noise/Slow Broadband Speed

try connecting to test socket and then dial 17070 opton 2  should be silent no hiss/crackle and best with a coreded phone if cordless then dull hum normal

 

if noise on the line at test socket that would suggest it is outwith your property and problem for openreach.  however if it is intermittent and not there when engineer visits you could be charged.

 

report phone fault to 151 or use link 



phone faults





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Tom_91
Beginner
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Message 3 of 18

Re: Loud Crackling Noise/Slow Broadband Speed

Thanks for your reply, imjolly.

 

I've tried using the 17070 line whilst connected to the test socket with a corded phone but no luck. In fact, the recording I made was done whilst on the quiet line. 

 

Here's the recording: https://soundcloud.com/tomhughes91/phone-line-1

 

This might be a daft question, but if I am charged £129.99 if a fault is found inside my home, does this charge cover the cost to fix the fault or will that be an additional charge?

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Distinguished Sage
Distinguished Sage
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Message 4 of 18

Re: Loud Crackling Noise/Slow Broadband Speed

That would cover the engineer fixing the cause of the line noise. If noise in test socket that would suggest noise is outwith your home and openreach problem


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ljm
Expert
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Message 5 of 18

Re: Loud Crackling Noise/Slow Broadband Speed

Hello Tom, I think imjolly means if you still get the noise whilst connected to test socket the fault would be outside your home and so you would not be liable for the charge.
Distinguished Guru
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Message 6 of 18

Re: Loud Crackling Noise/Slow Broadband Speed

I think you will find depends on whatbid causing the noise. If it is your own internal wiring or equipment they will only disconnect the problem, you would then need to sort out your own repair. Openreach would still bill you for the visit.
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Distinguished Guru
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Message 7 of 18

Re: Loud Crackling Noise/Slow Broadband Speed

What is causing the problem. ( predictive text, aghhhh)
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Tom_91
Beginner
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Message 8 of 18

Re: Loud Crackling Noise/Slow Broadband Speed

Thanks for the responses guys.

 

I'm pretty confident my equipment isn't the issue. I bought a corded phone just to make sure it isn't my current cordless phone that's the problem. Did the same for my router as well and used different cables, filters, etc.

 

So if I'm still experiencing the issue when connected to the test socket (which I am), I'm right to assume it's an outisde issue and I won't be charged?

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Distinguished Sage
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Message 9 of 18

Re: Loud Crackling Noise/Slow Broadband Speed

Yes correct if the problem is at the test socket then it is non chargeable
Tom_91
Beginner
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Message 10 of 18

Re: Loud Crackling Noise/Slow Broadband Speed

Great!

 

Well I've booked an engineer to come tomorrow afternoon so I'll report back here after they've visited.

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