BT phone line problem! Cant phone out or in but internet still working on and off...any theories before I ring them?

deleted126853 18

Posted 24th Nov 2009

I have until yesterday had no problem with my phone line. But yesterday my internet was going on and off all the time and the lights on my modem were going from 4 lights to 2 then 3 etc. I thought I would try the phone first and found that I cant ring out and when i rang in on my mobile, it says 'welcome to BT 1571, the person you have called is on the phone, please leave a message'. But I am not on the phone. But it puzzles me because as you can see, I am able to access my Broadband internet intermitently. So any clues before I ring them as I dont want to be charged £60 callout if they come out and its my fault. I have tried plugging in a neighbours phone and ringing 1471, but the phone is dead, but works in her house. So why if there is a fault on the line, would I be able to access the internet? Any ideas? Thank you.

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Anonymous User
24th Nov 2009
yes the broadband can still work, phone 150 from another phone and do a line check, they will check your line whilst you on phone, if theres a problem they will transfer all calls free of charge to another number, so have ya mobile number ready, or whatever number you want to use, this time of year sees a lot of problems as alot of water about messing with any underground cabling
Anonymous User
24th Nov 2009
They will check the line free for you if you ring them without them having to come out
oops too late Sassie beat me to it
24th Nov 2009
Had the same trouble bt came out but could not find any fault then tried to charge me £150 or something silly like that i never paid it.
Anonymous User
24th Nov 2009
I had something very similar. Turned out to be a loose connection on the top of the pole outside my house. Just make sure it's not your equipment before you call them out, as they'll charge you if they find it to be your fault/faulty equipment. We gradually lost phone connection over time (getting worse and quieter) but broadband never failed. I left it so long to query as I really thought it had to be our phones. Just one of those things I think!

EDIT: One symptom of our fault was after hangin gup ending an incoming call, we couldn't dial out. It was as if the person calling in hadn't hung up, but they had. Something to do with the connection on the pole. Rusted through, and quickly fixed, once the BT chap had tried everything else. He really wanted it to be our equipment!
24th Nov 2009
If your getting your 1571 when you ring into your premises, it's likely to be a loop/short circuit fault. You haven't left a phone of the hook have you? Have you removed the faceplate from your master socket like this:

[image missing]

If you have a dial tone at the test point, the problem is in the house, as loop faults usually are.
Attempt to resolve it yourself before phoning BT out if you have a dial tone at the test socket.
24th Nov 2009
check your broadband filter
Anonymous User Author
24th Nov 2009
I dont have a dial tone at the test socket. Thats what the guy from BT asked me to test first. He says he done a line check and there is a fault somewhere, maybe in the house and if so, it will be £125!!!! Absolute rip off when you think, I have never ever touched the bloody socket or wiring. So, if I get no dial tone from the test point, is the problem outside then? He asked me to ring him back if I wanted to call an engineer but would rather solve it myself, or if there is an engineer near to Durham out there, help???
Anonymous User
24th Nov 2009
aliandk;6985154
I dont have a dial tone at the test socket. Thats what the guy from BT … I dont have a dial tone at the test socket. Thats what the guy from BT asked me to test first. He says he done a line check and there is a fault somewhere, maybe in the house and if so, it will be £125!!!! Absolute rip off when you think, I have never ever touched the bloody socket or wiring. So, if I get no dial tone from the test point, is the problem outside then? He asked me to ring him back if I wanted to call an engineer but would rather solve it myself, or if there is an engineer near to Durham out there, help???

thats what they told me, however when they came after messing about for an hour, off they trotted to some big man hole down the end of the street, that was swimming in water, not something my end, but theres, and it has happened twice since when we have bad rain :roll:
24th Nov 2009
aliandk;6985154
I dont have a dial tone at the test socket. Thats what the guy from BT … I dont have a dial tone at the test socket. Thats what the guy from BT asked me to test first. He says he done a line check and there is a fault somewhere, maybe in the house and if so, it will be £125!!!! Absolute rip off when you think, I have never ever touched the bloody socket or wiring. So, if I get no dial tone from the test point, is the problem outside then? He asked me to ring him back if I wanted to call an engineer but would rather solve it myself, or if there is an engineer near to Durham out there, help???

Not alot you can do if you haven't got an NTE5 master socket, just to eliminate everything you can in the house, unplug everything that is connected to the phoneline, fax, sky boxes, burglar alarms, routers. Plug in the phone that worked at your neighbours into your main socket, if it now works it's a problem in the house. How many sockets do you have?
24th Nov 2009
If you dont get a dial tone from the test socket...get engineer out. When they come make sure you watch the engineer whilst in your home and ask for copy of report. That way, if BT try charging you and the fault wasnt in your house, you have evidence to contest. And £125 is a rip off...but it is now standard, get a lot of people moanin about it where i work.

If the fault is before the main socket, it is BT's responsibility, you are responsible for the socket and all internal wiring.
24th Nov 2009
davidn84;6985958
If you dont get a dial tone from the test socket...get engineer out. When … If you dont get a dial tone from the test socket...get engineer out. When they come make sure you watch the engineer whilst in your home and ask for copy of report. That way, if BT try charging you and the fault wasnt in your house, you have evidence to contest. And £125 is a rip off...but it is now standard, get a lot of people moanin about it where i work.If the fault is before the main socket, it is BT's responsibility, you are responsible for the socket and all internal wiring.

Engineer can't give a copy, all laptop based. If she was charged she would need to contact her phone company.
Anonymous User Author
24th Nov 2009
Paddy_o_furniture;6985576
Not alot you can do if you haven't got an NTE5 master socket, just to … Not alot you can do if you haven't got an NTE5 master socket, just to eliminate everything you can in the house, unplug everything that is connected to the phoneline, fax, sky boxes, burglar alarms, routers. Plug in the phone that worked at your neighbours into your main socket, if it now works it's a problem in the house. How many sockets do you have?

All I have is the 1 socket in the sitting room with a filter in so I can plug the phone in one and the modem in the other. I took the front off as requested, plugged my neighbours phone in (which worked ok in her house) and got nothing at all. I can however still get on the internet now and then and when I plug my home phone back in, there is crackling on the phone and some faint screeching in the background for a second at a time, but still cant call out and cant call in without the message saying the phone is in use, which it is not. I dont have sky, a fax or anything else, just the modem and the cordless phone. I have another cordless phone upstairs, but this is just plugged into a 3 pin socket. Thank you though for all your comments.
24th Nov 2009
aliandk;6990494
All I have is the 1 socket in the sitting room with a filter in so I can … All I have is the 1 socket in the sitting room with a filter in so I can plug the phone in one and the modem in the other. I took the front off as requested, plugged my neighbours phone in (which worked ok in her house) and got nothing at all. I can however still get on the internet now and then and when I plug my home phone back in, there is crackling on the phone and some faint screeching in the background for a second at a time, but still cant call out and cant call in without the message saying the phone is in use, which it is not. I dont have sky, a fax or anything else, just the modem and the cordless phone. I have another cordless phone upstairs, but this is just plugged into a 3 pin socket. Thank you though for all your comments.

PM me your landline number, I'll test it for you. Fault is likely to be outside if you only have the one socket.
24th Nov 2009
I've tested your line it's claiming a customer apparatus fault. You unplugged everything attached to your phone line?
Anonymous User Author
2nd Dec 2009
Paddy_o_furniture;6990713
I've tested your line it's claiming a customer apparatus fault. You … I've tested your line it's claiming a customer apparatus fault. You unplugged everything attached to your phone line?

Hi again,

Well I got onto BT and they checked the phone line again yesterday morning, and found it 'inconclusive', so they said they would pass it on to an engineer at the exchange who would contact me if need be to update. They did and said that they would send out a field engineer and they left a card as I was at work saying 'Line Tests Damaged inside your premises, access required to repair'
Does this mean its a problem I am going to have to pay for....do you know what this means. The engineer is calling tomorrow morning. £160 is a lot of money to have to pay just before Xmas and I am worried!! Thank you..alison:?
2nd Dec 2009
As you get no dial tone from the test socket, you should not get charged, the problem is on BT's side of the socket.

I had a BT engineer out yesterday, for noise on the line. The line test had cone back as suspect customer equipment, he tested the line by could not hear any noise, but further tests have revealed that I need a new line laying under my garden.
2nd Dec 2009
aliandk;7076256
Hi again,Well I got onto BT and they checked the phone line again … Hi again,Well I got onto BT and they checked the phone line again yesterday morning, and found it 'inconclusive', so they said they would pass it on to an engineer at the exchange who would contact me if need be to update. They did and said that they would send out a field engineer and they left a card as I was at work saying 'Line Tests Damaged inside your premises, access required to repair'Does this mean its a problem I am going to have to pay for....do you know what this means. The engineer is calling tomorrow morning. £160 is a lot of money to have to pay just before Xmas and I am worried!! Thank you..alison:?

If they do find a fault in your house then yes you'll have to pay engineers call out charge.
2nd Dec 2009
i had exactly this fault last week, engineer fixed it without entering house. we were out when he called by, and a card was left through door saying all was fixed....and it was.