BT speeds/connection

2 of 2

chrisjr

20-09-2016

Originally Posted by cook0891:
“Hi Chris.

Sorry for my lack of knowledge and understanding, feel really embarrassed!!! But do appreciate the time you have taken to help me out.

Had a look last night. I have a main socket with openreach on it which that adsl goes into. That has two bits, one that says adsl modem which goes into hub and phone which obviously goes into phone. Don't have anything else. I did take a photo if can send you?

Sorry and thanks again!!!”

If there are no phone sockets in any other rooms then you don't have any extensions which eliminates one possible cause of the problem.

Do you have another ADSL filter to try? That is one other point of failure to eliminate. Even try it for a while with the phone unplugged. Basically the idea is to eliminate as far as is possible anything that is your responsibility, such as internal wiring, ADSL filters, phones etc so that you are left with either the line or the Hub which are BT's responsibility.

cook0891

20-09-2016

Originally Posted by chrisjr:
“If there are no phone sockets in any other rooms then you don't have any extensions which eliminates one possible cause of the problem.

Do you have another ADSL filter to try? That is one other point of failure to eliminate. Even try it for a while with the phone unplugged. Basically the idea is to eliminate as far as is possible anything that is your responsibility, such as internal wiring, ADSL filters, phones etc so that you are left with either the line or the Hub which are BT's responsibility.”

No other phone sockets.

no, don't have another ADSL filter, will try with phone unplugged.

BT just rang me after raising complaint and said can see is an issue with my line and are raising a level 2 call back whatever that is?!?! I suppose if they can see a problem with the line then their fault and nothing I am doing?

chrisjr

20-09-2016

Originally Posted by cook0891:
“No other phone sockets.

no, don't have another ADSL filter, will try with phone unplugged.

BT just rang me after raising complaint and said can see is an issue with my line and are raising a level 2 call back whatever that is?!?! I suppose if they can see a problem with the line then their fault and nothing I am doing?”

Not necessarily their fault, but more likely theirs than yours. Though if you unplug everything from the phone socket and they still see the fault then that does strongly suggest a fault on the line.

Hopefully they have no escalated it to one of the teams that fixes line faults. Though the trouble with Openreach is they can be very compartmentalised. You get one team that installs phone lines, one that tests them and maybe even another that fixes them! And a Broadband specialist won't necessarily fix an issue with the actual copper wires. And a copper wires specialist won't necessarily fix a broadband only issue. So you can end up with several visits by various different teams each blaming some other department for the fault!

Trust me I've been there, done that read the tee-shirt

cook0891

20-09-2016

Originally Posted by chrisjr:
“Not necessarily their fault, but more likely theirs than yours. Though if you unplug everything from the phone socket and they still see the fault then that does strongly suggest a fault on the line.

Hopefully they have no escalated it to one of the teams that fixes line faults. Though the trouble with Openreach is they can be very compartmentalised. You get one team that installs phone lines, one that tests them and maybe even another that fixes them! And a Broadband specialist won't necessarily fix an issue with the actual copper wires. And a copper wires specialist won't necessarily fix a broadband only issue. So you can end up with several visits by various different teams each blaming some other department for the fault! Trust me I've been there, done that read the tee-shirt ”

I will give it a try.

I am lucky I know someone who works fairly high up at BT and sent her the complaint reference number and she managed to get someone to ring me writing half an hour of my complaint going in. (I know shouldn't work like that but not going to knock it)

2 of 2