Landline problem

[Hev-48]

Good morning, my landline has developed a problem, it has a lot of background noise and is difficult to hear someone talking, they also can't hear me very well as voices fade in and out. Could someone please run some checks on my line to see what the problem is. Thank you.

[Thabile-TT]

You are most welcome I hope you enjoy the rest of your day.

[Hev-48]

Ok, Thank you.

[Thabile-TT]

The answer to this will be determined after the engineer visit as they will come and review everything that is related to the fault. 

[Hev-48]

Now that the checks are complete and an engineer will be coming, can you tell me if the firmware on my router is still able to be updated or is it too old. I looked earlier and it's an HG633 on hardware version H.1.01 and software version v1.15t  ive had it since about 2015. 

When i checked a few hours ago it said the connection duration was 10 hours which means it must have cut out during the night as i last restarted it a few days ago?

[Thabile-TT]

An engineer has been successfully booked, is there anything else I can assist you with?

[Thabile-TT]

Line testing reveals an issue on your line that needs to be fixed by an Openreach Engineer. The engineer will investigate, typically this will be completed within the next 2-3 working days.

Openreach will contact you via a text message with details of the engineer working on your fault on the day the work begins. This includes when they are travelling and when they start working to resolve the fault.

This is a non-appointed visit, which means they'll only be working on the Openreach equipment between your home and the exchange. They will confirm once they have completed their work.

Assuming the problem is outside of your property, the engineer won't need access. However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you. If this occurs, we advise getting in touch with us right away to book the engineer appointment.

[Hev-48]

Thank you, yes that's great I'll add my mobile number to my profile as the landline calls quality is pretty bad.

[Thabile-TT]

We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service

The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information? 
 

[Thabile-TT]

The checks are still in process it may take a while before we pick up what the fault it. I kindly ask for your patience. 

[Hev-48]

Have the checks shown what the fault is?

[Thabile-TT]

Thanks for your response. 

[Hev-48]

Yes, they look exactly the same. I'm plugged into the downstairs one which is the master socket.

[Thabile-TT]

We are running checks to make sure the issue is fixed. You mentioned earlier that you have 2 sockets are they exactly the same? 

[Hev-48]

Hi, Is my phone line going to be fixed?

[Thabile-TT]

Thanks I appreciate your effort.

[Hev-48]

There is no lower front plate, it all comes off in one piece.  Behind it there isn't a test socket. I've tried uploading a picture but it generates an error.

[Thabile-TT]

To access it, please do the following:

1. Locate the lower front plate — this is the section with the phone/broadband ports.
2. Press the two clips on either side of the lower plate 
3. Gently pull the front plate forward.
4. Behind it, you will see the test socket — please plug your phone/router directly into this.

This bypasses your internal wiring so we can check whether the fault is on the line or inside the property.

Let me know once you’re connected — I’ll continue the tests from my side.

[Thabile-TT]

I’ll take a look at this. Thank you for your patience.

[Hev-48]

I've unscrewed the faceplate, there is no test socket on this type of socket Non-NTE

[Thabile-TT]

Could you please disconnect everything connected, take off the faceplate, and connect directly to the test socket? I understand you may not be able to respond right away, so please take your time. I’ll wait until you’re able to get back to me. Thank you.