Our network team need access times and dates to arrange an engineer visit, can you read and understand the following Engineer charges help page you will need to agree to this to allow us to book this.
Then if you can send me via a personal message on the community with the best available dates and times for you, Monday to Friday, either AM (8am tilll 1pm) or PM (1pm till 6pm) for the visit we will book this.
I'm sorry to hear this and I'll take a look now. I've run a test on the line which has detected a potential fault. Just to confirm, are you experiencing any issues with the voice service such as noise on the line or no dial tone? Is the router still connected at the test socket?
As soon as we've confirmed this then we can pass this straight over to our Network Team for further investigation.
Crackling will have an impact on the broadband services, so needs to be addressed first. I'll raise this as a line issue. If an openreach engineer is required, there are a few conditions etc to get out of the way, so lets do this now in preparation.
I'll drop you a PM.
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Thanks for the Private Message.
I have raised this fault over to Network Team and provided your availability for an engineer visit. I will post back on this thread as soon as I receive further information.
Personally I still think it's the drop cable that needs to be changed.
I had a similar issue at my old address and an engineer was sent out to change the drop cable there and the issues ceased.
I'm just waiting now for this engineer to come out to the property so he can do his tests and reset dlm and change whatever needs to be changed ( including drop cable if its necessary )
Apologies for the delay.
Our Network Team have asked us to confirm if you have tested with 2 different handsets? Have you tested with a corded handset?
Was the router removed from the line when you tested the phone at the test socket?
We borrowed a handset from my partners grandma yes and yes the router was removed.
Also regarding dropouts, I also used spare adsl filters to plug into the test socket to connect the router and the drops persisted.
Please note though that the issues have only been when we had the 2 recent storms, I still require an engineer out to fix this issue because I am 100% this is a drop cable / wiring issue outside of the property ( for example, it could be rainwater corroding the copper wiring externally where the cable is not sealed adequately )
Also I would need the engineer to reset DLM also so that my speeds are once again back where they were prior to the errors showing on the line due to the recent storms causing sync dropouts and noise.
No drops yet but DLM is still doing its thing.
Any chance you guys can request a DLM reset please to get our sync speeds up?
Then we can at least diagnose drops as and when they occur and see how the line stabilizes.
I'm sorry for the delay. We can't manually reset DLM as this has to be completed by the BTOR engineer following their investigation. Is the connection still stable? Has there been any improvement since your last post?