Issues With Landline

[Marg47]

Hi

Over the last 2 weeks I have been getting quite a lot of noise on my landline which has been getting progressively worse and today I have found that I am not able to receive incoming calls. I have been able to dial out but with a lot of noise but callers can't dial in. I have done a service status check on the website but it returns a error (see attached JPEG).

Could this be brought to the attention of a OCE please.

Many thanks

@OCE_Arne 

@OCE_Karl 

[OCE_Karl]

Hi

I'm picking up a Loop fault on the line.  Loop faults can be caused by faulty handsets or internal wiring, so to rule this out and allow us to send an engineer, can you confirm if you have tested another handset.

Also, if you have a Test Socket please make sure you have tested at this point with the alternative handset.

Thanks

Karl. 

[Marg47]

Thanks @OCE_Karl @ Karl. I will check this tomorrow and get back to you

[OCE_Arne]

Hi @Marg47

Did you manage to test with another handset ?

[Marg47]

Hi @OCE_Arne 

Yes my son came round with a wired handset today and tested it via the master socket's internal port but the noise, albeit not as loud, still persists. I have noted that the noise is at it worst during times of rain and windy conditions, as was the day when no incoming calls were registering on my line. My son also switched out the ADSL micro filter with no improvement.

The wiring into the property goes from the Openreach drop wire into a GPO 52A junction box then on to the BT master socket.

 

My son also went outside and followed the external cabling to the pole and found this situation below (see photographs)

 

Could this be the cause of my issues?

Marg47

[OCE_Arne]

Hi @Marg47

Thank you for testing. It may be the trees causing the issue. 

I have passed this to our network team for investigation. 

Let you know when they comeback. 

[OCE_Arne]

Hi @Marg47

We have requested an engineer to go out to the exchange in the next 48 hours. 

We can check the fault ticket on Friday for an update

Regards
 

[Marg47]

Thanks @OCE_Arne 

[OCE_Arne]

No problem.

[Marg47]

Did you get a engineer update on the ticket @OCE_Arne?

[OCE_Arne]

Hi 

I will check for an update. 

[OCE_Arne]

Hi @Marg47

 Our network have advised that Openreach need access times and dates to arrange an engineer home 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.

Thanks

[Marg47]

Will do. Thanks @OCE_Arne

[Marg47]

2 dates and time slots given, 1was confirmed, both were no shows from OpenReach.