Having an issue with one of my PSTN lines at the office, not getting very far with fault reporting - who seem to think it is acceptable to wait 48 hours before a call back and do not have any supervisors available that you can speak to.

 

I have Broadband on the line provided by BeThere - that works fine, there is no dial-tone however and the phone does not ring. Now I know a bit about phone lines and faults - so have tried a good known to be working phone on the test socket - no dial-tone and it looks like there is no line voltage either.

 

The BT Line test is fine, so to me it looks like a patching fault at the exchange or line card issue on the exchange switch that means my port is down. If you ring though you do get ringtone presented back to you, but nothing this end.

 

So where is the line test equipment is it in the switch or is it post switch, or even post ADSL patch ?

 

Have managed to find an email address for a Manager in our BT region so have emailed him.

 

Thanks.

 

Paul

Go through this weekly with our various sites...

 

Just keep pestering them - eventually you'll get a response. We've got a site completely offline at the mo cos BT are refusing to access the empty site on the over side of the road where the issue is. Apparently it's our responsibility to get them access....

Final have got to the point of an engineer visit in the morning. Have to be at the office an hour early as it could be between 0800 and 1300.

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Is the speed of the broadband a bit slower than expected?

 

I have seen faulty lines with one leg of the pair disconnected (broken somewhere in the network) and the broadband still works, albeit a bit slower than what you normally experience.

It has dropped a few times, but the tester is showing a good line including termination at my end.

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I once had an argument with an ISP, they had delivered the dsl connection however nothing.  A long backwards and forward between myself, ISP, and BT result in me requesting a TDR test be carried out on my line.  Was warned it would be an £800 charge if nothing was discovered.

 

TDR resulted line from exchange to socket 1.1KM, DSLAM to socket 1M.

 

 

You just have be on top of them constantly. 

First - anyone work for BT - last check- plenty employed , but working ??????????????. I've had this problem testing to a socket. test monkey says it can see wall socket, but when I PUT S/C ON -NO RESULT. Personally when I reported line fault, I always asked to talk to a LEVEL 1 . Once a level 1 is involved ,it's recorded and after a day goes to a level 2. That's when action is taken, before level 2 gets notified. Never failed me.

Sounds like it's possibly dis 1 leg fairly close to your house. If you have a voltmeter you should get 50v across the pair, which you said you haven't got. To see if it's dis 1 leg you should get 50v on 1 while the other should be earth. using 1 lead of your tester connected to a suitable earth using a voltage higher than 50v to read the voltage and then on resistance to measure the other leg to see which one is dis(connected) Failing that it'll probably be an exchange fault.

Bt are rubbish tbh.... I know a fella who got so disgruntled and hacked off with bt's inability to come out and fix his telephone line that he went outside with a chainsaw and cut th telegraph pole down.. they did come out and fix it after thy were inundated with complaints from other people that lived close by for some reason.

Been sat here since 07:45 waiting on an engineer as all they could tell me that it will be between 08:00 and 13:00 so I am in an hour early and what's the betting that the engineer will turn up at 13:00.

 

We will see what happens, I'm fairly confident that it will be in the Exchange - but we will see.

 

Thanks for everyone's comments.

 

The call center experience was woeful, but everyone that I have dealt with since I escalated it has been very helpful.

 

I will report back once the Engineer has been .....

Engineer is here and has departed to the Exchange via our local Green Cab - he thinks it is probably the port on the line card in the exchange, so will be back once he has diagnosed further.

 

He has left his tool kit and TDR here so I have no doubt he will be back.

Well he re-appeared at 12:00 and it was the line card in the exchange, took him a while as there is only one set of steps on the frame at the exchange and there were another 5 engineers working in there.

 

So all fixed now.

Few years back we had something similar except it was caused by lightening hitting the box thing at the end of the street. Found it strange that we had perfect broadband but no dial tone.

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Raf- I've been a GPO/PO/BT engineer for over 40 years. I've seen the problems lightening can cause .