BB connection but no phone connection

Lona · Dec 12, 2011, 10:29:51

I can't dial out or receive incoming calls but my BB connection is OK. I did a line test on BT website and it states no fault on the line. Is it possible that Idnet changing me over to Adsl 2 could be affecting my phoneline.?

Rik · Dec 12, 2011, 10:31:49

It shouldn't happen, but could if the engineer didn't do the job correctly. Has your BB speed dropped at all?

Lona · Dec 12, 2011, 10:41:25

BB seems perfect but none of my phones are working.

Rik · Dec 12, 2011, 10:42:12

Email support, they'll have to check the line.

Lona · Dec 12, 2011, 10:47:56

Just done a BT speedtest and download speed was 6.9mb upload was .4mb

Rik · Dec 12, 2011, 10:56:06

Is that 'normal'?

Lona · Dec 12, 2011, 11:10:02

Just about the same as adsl. I logged into IDNet and it states I am on Adsl max so I guess they are still working on things. I have emailed them.

If I ring my phone using mobile it rings out but I when I pick up it's just a loud drone. I've tried two handsets from different phones.

Rik · Dec 12, 2011, 11:13:49

It could be that the jumpering wasn't done correctly during the upgrade. What sort of pitch is the drone?

Lona · Dec 12, 2011, 11:15:23

Sort of loud whistle

Rik · Dec 12, 2011, 11:25:55

Try unplugging the router, see if that helps.

Lona · Dec 12, 2011, 11:43:10

I've already tried unplugging the router from the phone line. I have also emailed Idnet who have replied saying I will have to get in touch with BT.

I emailed back stating that BT say there is no fault on the line.

It's a bit of a co-incidence that it should happen today when the change over is taking place.

Lona · Dec 12, 2011, 11:56:13

Just had another email from James at Idnet to say that the change over should not have affected my phoneline and that it's a BT fault.

BT say there is no fault so I'm back to square one.

Rik · Dec 12, 2011, 12:03:26

You'll have to get BT to send an engineer out, Lona. The line would have been moved physically at the exchange, and it sounds like they have done something wrong, eg put a test tone on it and forgotten to take it off again.

Lona · Dec 12, 2011, 12:19:00

I am a bit disappointed in IDnet as it is they who are upgrading my BB and should be in contact with BT to tell them they have screwed up or at least investigate the problem

Simon · Dec 12, 2011, 12:21:54

I don't think IDNet can do anything about a phone line problem if you're not getting your landline through them.

Rik · Dec 12, 2011, 12:23:10

What Simon says is correct, Lona. BT won't talk to IDNet about the voice line, as IDNet don't "own" it.

Lona · Dec 12, 2011, 12:27:53

Well the way I see it I should ask Idnet to put me back to adsl as my phone line was fine until I upgraded.

Should BT charge me £150 for a call out and it was down to IDnet then I would pass the charge onto them.

Rik · Dec 12, 2011, 12:29:36

You can't. BT won't move people back from an MSAN (ADSL2) to a DSLAM (ADSL Max), all they will do is change the modulation back.

Lona · Dec 12, 2011, 12:33:10

So does that mean I have to live without a landline if 21cn doesn't work with my exchange.?

I'm going for a swim as I'm fed up with the whole saga.

Rik · Dec 12, 2011, 12:37:01

No, you need to get BT to send an engineer out.

Lance · Dec 12, 2011, 12:45:02

BT haven't said there is no fault. They have said that their automated system can't detect a fault.

Clearly you have a fault which an engineer will have no trouble detecting given that you can't use the phone. Therefore there is no risk of a charge.

Polchraine · Dec 12, 2011, 13:30:49

Disconnect ALL of your ADSL including filters and see if the problem remains - I suggest it will but you have then proved it is on teh Voice circuit.

What may have happened is that a single leg has been left disconnected or failed. Voice requires both A&B whereas ADSL will run with "one leg diss" albeit at (most times) a slower speed. Ringing can still occur with that fault - depending on which leg.

Call BT and get them to ring you from the second line, let them hear ringing, answer it and they will soon hear the failure.

Lona · Dec 12, 2011, 14:57:23

I've done every test there is including using two different handsets. I managed to get through to BT from a neighbours phone and they kept saying the line was testing ok but when I told them I had just upgraded to 21cn they said they would look into it.

As luck would have it I was coming home from my swim and stopped when I saw an Openreach van. I spoke to the engineer there and he said they haven't connected it up right.

I still say I am Idnet's customer and I shouldn't be having all this trouble and that they should get onto BT and throw the book at them.

I got an email when I got home from BT to say they think they can sort the problem but it will take until the end of the 15th Dec. They gave me a tracking number and when I linked to it, it said the fault had been solved.
NO IT HASN'T.

Rik · Dec 12, 2011, 15:25:53

Quote from: Lona on Dec 12, 2011, 14:57:23
I still say I am Idnet's customer and I shouldn't be having all this trouble and that they should get onto BT and throw the book at them.

The fault is on the voice line, Lona, you're not IDNet's customer on the voice side, so BT won't talk to them about it - just as they wouldn't talk to me.

Lona · Dec 12, 2011, 15:33:59

I can't agree with that Rik. I put in an order to Idnet, that order has not been fulfilled and it should be them fighting on my behalf but this country has turned into a buck passing community.

Had I not upgraded I wouldn't be having these problems, therefore Idnet who is BT's customer should be contacting them on my behalf.