How do I get an HR fault acknowledged

[jane]

Hours of scouring the internet and forums leads me to the conclusion that I have an HR fault on my BT landline. Broadband (ADSL2+) disconnects on incoming and outgoing calls leading to an unstable connection and further disconnects for the rest of the evening. I have to turn the router off at night and reconnect in the morning to get any semblance of stability back.
I raised this with support and on the first occasion at the beginning of August it seemed to clear up after they got BT to run line tests (chasing out the gremlins maybe). Needless to say that neither BT nor IDNet found anything wrong with my connection.
The problem has resurfaced and I can't pinpoint a cause but I did notice the TBQM showing increasing signs of packet loss throughout the days in the run-up to this, though not on a regular basis or with any recognisable pattern. The problem initially started after the problem that I posted about back in July. Support do not seem to be able to help and I am not sure what more I can do. I did all the basics first time around - changed filters, moved the dect phone, used a different phone....aw heck I even got a new Billion 7800n- but support keep telling me to check everything each time I request their help. I chose IDNet for its support. I suppose I might get more help if I had my landline with them but I stay with BT because I am on the low user plan which works out really well for me. I am pretty certain that something is amiss with my line as I rarely get above 11.50 download speeds whereas my neighbours can get around 14.50 even in the evenings with their various other ISPs. This is a wired connection and I don't have an NTE5 socket or any extensions by the way, just an old LJU2 socket.
So is it any good me reporting a fault directly to BT? What do I say? I have a feeling I am just going to go round in circles with this but I thought it worth a shot asking here if anyone else has had any experience with this or a similar situation. And support, if you read this, please take me seriously and believe me when I say I have tried everything with a capital E. Can I get a lift and shift or whatever it's called? (or am I being naive?).
I have even considered options like getting calls diverted to my mobile, though the signal isn't good here especially in a thick walled cottage, or voip (of which I know zilch!) but that just seeems be be patching over a deeper problem.
Okay, to be honest, I don't make or receive many calls but if I did I would be in deep doey-dos.  I am not expecting much of a response but I need to vent my frustration and I am running out of ideas.
Thanks as always
Jane

[Gary]

IDnet could call and engineer out, you have to check everything, also plug your router into the test socket to discount all your gear, and try another router. Once all your equipment is deemed okay, and engineer visit will be called, HR faults generally quite easy to see and that should get it fixed. Are you hearing cracking on your phone line by any chance? If so report a phone fault to BT and don't mention broadband, that should sort that out from that side.

[jane]

Yes Gary I have done all of that. Different routers, cables, phones and filters and there is only the one LJU2 socket and no extensions. Support did say they could call an engineer if needed the first time it happened but I put it off because the line appeared to stabilise after the (I would assume) more intensive tests were carried out by BT. They said get back to them if it recurred but when it did and I asked for help again I was more or less shrugged off.
I honestly cannot hear any noise but this is what happened on Monday after just one call. Note the slight packet loss before the dropout as well.

[Gary]

Yes Gary I have done all of that. Different routers, cables, phones and filters and there is only the one LJU2 socket and no extensions. Support did say they could call an engineer if needed the first time it happened but I put it off because the line appeared to stabilise after the (I would assume) more intensive tests were carried out by BT. They said get back to them if it recurred but when it did and I asked for help again I was more or less shrugged off.
I honestly cannot hear any noise but this is what happened on Monday after just one call. Note the slight packet loss before the dropout as well.

IDnet cannot do anything without an engineer visit, Jane. Its up to you now to say yes can you arrange one. Nothing can be fixed from their end hence it may feel like they did not do much, but they are always on the ball I have found. The only way forward is to get an engineer out. Log all the times it happens, show the person who comes the logs and any proof you have of the problem like your TBB. Also is it repeatable? Normally HR faults occur with regularity. As long as you are certain its not your equipment and BT find nothing your side of the master socket is causing the issue you should be fine.

[jane]

I hear you Gary but as I said they just shrugged me off last time. I will gather more evidence and be more insistent even though I am reluctant to plug the phone back in at the moment.
Thanks
Jane

[Gary]

I hear you Gary but as I said they just shrugged me off last time. I will gather more evidence and be more insistent even though I am reluctant to plug the phone back in at the moment.
Thanks
Jane

All I can say is when I called with my issue they were on the ball, did all they could. Make sure it is not your equipment otherwise you will be charged, call IDNet if it is still happening and they will do a line test, they dont always show issues, but it could be something that only an engineer will find by visiting your property

[jane]

I totally agree that support can be excellent but it depends on the problem and this is one of those awkward ones. I have seen a number of forum threads where people have had the same problem and it has been a real pain to convince anyone especially when the darn thing behaves when the engineer does visit. Murphy is my middle name 

[lozcart]

I am now on FTTC but when I was on ADSL2 I had the same problem with my line dropping when the phone rang, there is a thread on it somewhere on the site.

It is annoying when you know you have a problem, luckily I could replicate it when I had BT engineers visit which was numerous times and also when I called Idnet I got them to check and they could see my line had dropped when I made the call. Mine was caused by a burst of noise when the line rang, they sorted it eventually by shifting my line to another feed in the cabinet.

If you are certain you have checked everything which it sounds like you have I would go for the BT visit, it sounds like the only way you will get a resolution.

[jane]

Thank you, thank you. You have given me hope. That is almost exactly what happens here though sometimes it only starts during a call but then it does cause fluctuations for a while afterwards.

[jane]

Latest TBQM. The resync had no apparent cause, i.e. not phone related