Internet OK but Telephone Line Dead

I reported the fault yesterday -

"Internet is working ok, but the phone connected via same filter has no dial tone. No probs previously. Tested other phones, same problem. Changed filters & tried other phones but line is dead. Internet is working ok from same socket".

I have only one socket, no extentions. Today BT (via fault tracker online) say -

"A BT engineer will be allocated to repair the fault at the time shown below. If you need to contact us before then, please call 0800 800 151. As one of BT's promises to its customers, our engineers do whatever it takes to keep an appointment".

Expected Repair Date 28 Sep 2006 - PM

The problem is likely to be at your local BT Telephone Exchange. We will start your repair shortly. Sorry for any inconvenience.
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The inconvenience is in the long wait for a repair - 10 days is unacceptable. Strange how Internet is working ok?

Your line card on the exchange may be ill - it is not involved in broadband. Or one of your line's pair may be broken, allowing ADSL to get through but breaking the DC loop for voice. Or the ADSL/voice splitter in the exchange may have failed.

Thanks for the possible reasons for fault!

10 days wait for an engineer to look into it, outrageous!

I can do without the phone line (have set-up a recorded message at BT website allerting callers to fault.) Thank goodness it isn't ny Broadband line!

Check out this document. You can start claiming your rental back off BT (provided you haven't had a divert put on your incoming calls) :

http://www.bt.com/customerservices/downloads/OurConsumerService.pdf

A friend had a similar problem and was instantly offered a diversion to his cable telephone line. I wondered why they were so keen. It isn't a very satisfactory answer. Were this to happen here, we would have to divert to a mobile - and so face a high bill for outgoing calls.

If a mobile were not available, we do have a VOIP number. Outgoing calls are reasonable, but emergency ones are impossible. BT have no great incentive to effect a rapid restoration of this essential part of their service.

They will make a contribution towards the cost of calls if you chose to divert to a mobile - I'm sure the details are in there but I can't recall how much.

Unless there is a really good reason you need the calls diverting (most people you want to contact you will probably have your mobile number anyway...?) then the best solution is to go for the 'this number is temporarily out of service' message and claim back your line rental.

Seems to be par for the course, although an email to [email protected] (CEO of BT) often has spectacular results

Thanks for that pdf link!

I haven't had calls diverted, so I will wait to see how long it takes to resolve fault, then claim whatever I'm allowed acc to the daily rental costs as set out in the pdf.

Still can't get over the 10 day wait, I'm stunned!

Edited by Cosmo (Tue 19-Sep-06 15:40:02)

I had exactly this issue and timescale. Once I pointed out that the number in question serves a person with a heart condition and not always with a mobile overnight (all true) the line was repaired (two faults found) the next day. Both subscriber and phone line are doing well.

Just what you can do about this though, other than have a heart attack, I'm not sure.

In reply to:

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Both subscriber and phone line are doing well.

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Showing your age a tad there