topic Re: My phone line is just absolutely terrible... again! in Home Phone

My phone line is just absolutely terrible... again!

CaptainNemo — Mon, 30 Jun 2025 12:08:38 GMT

A few months ago I asked for you guys to check on my phone line as it was just awful... There seemed to be a fault and it improved... until now.

I wish I could send you a recording of the noise on the line.... buzzing, crackling and even a "dial tone" during a call 🙈

Please could you do whatever you did before as initially you said it was all OK but then when you looked into it a bit more there "seemed" to be something which required an engineer to do something either at the exchange or the cabinet outside.

Please can you fix it as it is driving us nuts.... what's weird is that the broadband seems unaffected through all of this?

TIA Steve

Re: My phone line is just absolutely terrible... again!

siphosethu-TT — Mon, 30 Jun 2025 12:12:57 GMT

Hi there @CaptainNemo, I'm really sorry about all of this. Kindly confirm if you are currently at home so we're able to run diagnostics on the issue and hopefully have it resolved in no time. Thanks

Re: My phone line is just absolutely terrible... again!

CaptainNemo — Mon, 30 Jun 2025 12:15:53 GMT

Yes, currently at home 👍

Re: My phone line is just absolutely terrible... again!

siphosethu-TT — Mon, 30 Jun 2025 12:18:23 GMT

Thanks for confirming, please also confirm if this is affecting your internet in anyway?

Re: My phone line is just absolutely terrible... again!

CaptainNemo — Mon, 30 Jun 2025 12:29:02 GMT

Well.... saying that, my router did disconnect and reconnected just over a day ago so it probably is affected... as it usually stays connected for months...

Re: My phone line is just absolutely terrible... again!

siphosethu-TT — Mon, 30 Jun 2025 12:31:58 GMT

Thank you for answering those questions for me, a line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 3 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks. 😇

Re: My phone line is just absolutely terrible... again!

CaptainNemo — Thu, 03 Jul 2025 14:34:16 GMT

So... the line is STILL basically unusable. I've had to use my mobile in the last couple of days!!!

Just this second I've received the filter you sent and plugged it into the test socket after taking the front cover of the Master 5C wall socket and the line is just the same and even the broadband is now struggling to hang on to the connection!

I think the problem is definitely outside the property and really need a BT engineer to come and listen to this noise on the line and sort it out. This will be the second time this has happened and I really think that someone somewhere has changed my line at the cabinet with someone else's as this has happened exactly like last time and the engineer went of to the cabinet down the road and lo and behold came back and the problem had "disappeared"....

I need them to do the same again...

Steve

Re: My phone line is just absolutely terrible... again!

Mandisa-TT — Thu, 03 Jul 2025 14:44:37 GMT

Hi @CaptainNemo thank you so much for getting back to us after receiving the microfilter, we will be able to continue with the checks on your line. Are you at home to be able to proceed with the checks?

Re: My phone line is just absolutely terrible... again!

CaptainNemo — Thu, 03 Jul 2025 14:45:24 GMT

Yes, but I really think I need an engineer to call...

Re: My phone line is just absolutely terrible... again!

Mandisa-TT — Thu, 03 Jul 2025 14:50:13 GMT

I understand, I will run checks and the checks will be able to determine if you need an engineer. Just to confirm you are experiencing noise on your landline and with the microfilter that was sent, it has affected your broadband connection.

Re: My phone line is just absolutely terrible... again!

CaptainNemo — Thu, 03 Jul 2025 14:51:39 GMT

Yes, with the microfilter the noise is exactly the same as before and the broadband is definitely disconnecting with the noise on the line.

Re: My phone line is just absolutely terrible... again!

Mandisa-TT — Thu, 03 Jul 2025 14:57:31 GMT

Thank you for confirming, A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 3 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

Re: My phone line is just absolutely terrible... again!

Mandisa-TT — Thu, 03 Jul 2025 14:58:13 GMT

Please describe what you can hear when you try to use the phone?

- Silence

- Noise on the line

- Intermittent Dial Tone

- Consistent Engaged Tone

Re: My phone line is just absolutely terrible... again!

CaptainNemo — Thu, 03 Jul 2025 14:59:38 GMT

Crackling, humming, buzzing, even a dial tone!

It is unusable.

Re: My phone line is just absolutely terrible... again!

Mandisa-TT — Thu, 03 Jul 2025 15:02:18 GMT

Can you check on your landline and confirm if the issue happening right now?

Re: My phone line is just absolutely terrible... again!

CaptainNemo — Thu, 03 Jul 2025 15:03:12 GMT

Yes, buzzing and crackling.

Re: My phone line is just absolutely terrible... again!

Mandisa-TT — Thu, 03 Jul 2025 15:05:41 GMT

Thank you for confirming, please confirm if you are able to make or receive calls.
1) Can't receive calls

2) Can't make calls
3) Can't make and receive calls

4) Able to make and receive calls

Re: My phone line is just absolutely terrible... again!

CaptainNemo — Thu, 03 Jul 2025 15:07:34 GMT

I can make and receive calls but the noise is pretty much consistent either way.

Re: My phone line is just absolutely terrible... again!

Mandisa-TT — Thu, 03 Jul 2025 15:11:01 GMT

I completely understand, We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation. I have sent you a private message please confirm the details required.

Re: My phone line is just absolutely terrible... again!

Mandisa-TT — Thu, 03 Jul 2025 15:15:40 GMT

Thank you so much for confirming the details, When did the customer notice the problem?