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

[CaptainNemo]

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

[mandisa1-TT]

Once the fault has been cleared you will be sent notification. 

[mandisa1-TT]

Please forgive my colleague's typing error. The fault was escalated to Openreach on 03/07/2024 at 16:26 and a non-appointed engineer was booked, the fault can take 2-3 working days to be resolved. 

[CaptainNemo]

Hmm, that doesn't look promising.

Please can you go ahead and just book a BT engineer to come to my property as soon as possible?

I will accept all the charges if the fault is inside my property!

[nambuso-TT]

I'm sorry to hear that. Regarding your compensation, please refer to the below link to know more about our compensation policy.

About your auto compensation credit

[CaptainNemo]

Wow - 23 days! I do hope you can offer some kind of compensation as we can't use the landline whilst this problem persists - the buzzing and noise means you just can't hold a conversation and if you do answer or use the phone the broadband can disconnect.

Not a great situation.

[nambuso-TT]

Hi there @CaptainNemo I am very sorry to hear that you are still having issues with your internet. Looking into your account I can see that there was an engineer booked for your on the 03/07/2025 to go to the exchange and fix the issue and the time you were read the terms and conditions of the engineer visit we did ask you to allow the engineer 23 working days to resolve the issue and if I start to count from the day the engineer was booked today is the third day. Please do bear with us as the engineers are doing their best to locate the possible cause of the issue and also find a resolution for you. Thanks

[CaptainNemo]

I got a text from Openreach to say they were going to look into it but that was last Thursday and the line is just as bad if not worse as the broadband is dropping out every few hours.

HELP!

[Mandisa-TT]

Great! Thank you for your prompt response. We appreciate you continuing with the checks after the microfilter was sent. We would love to hear your feedback after the engineer's visit to know if the issue has been resolved or if in-site engineer is needed. Take care, and goodbye!

[CaptainNemo]

Don't worry, you will be the first to know if I need any further help 😉

[Mandisa-TT]

I understand that you feel an engineer may be needed to come to your property.

We have set up a non-appointed engineer to assist you. This engineer will be able to assess the situation and determine if an on-site visit is necessary. If they determine that an on-site visit is necessary, we will arrange that for you.

If you have any further questions or concerns, please don’t hesitate to reach out. Is there anything else I can assist you with today?

[CaptainNemo]

Personally I think one part of the problem is the junction box that is attached to the outside wall of my house. The BT wire comes up from the ground (right next to the outside wall) to this junction box. From here there is a wire that goes into the house to the Master 5C socket. The condition of the wiring from where the BT cable comes up from the ground to where it goes off to the Master 5C is terrible!

I can see there are gel connectors (2 for each wire) and it all looks in bad shape.

So I think the BT engineer will definitely need to come to my property and sort this out as it's a mess.

[Mandisa-TT]

Thank you for confirming, 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.

[CaptainNemo]

Yes, we need this sorted.

[Mandisa-TT]

Yes, 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?

[CaptainNemo]

By customer you mean me?

This has been getting steadily worse for a few weeks if not longer!

[Mandisa-TT]

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

[Mandisa-TT]

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.

[CaptainNemo]

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

[Mandisa-TT]

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

[CaptainNemo]

Yes, buzzing and crackling.