I think the SFI just plugged his "very expensive" and very large modem (?) device directly into the test socket and when an incoming call was made it displayed thousands of uncorrected errors. Unlike my router, I believe the burst of noise didn't cause his modem (?) to drop the ADSL connection...

However the problem was never fixed whilst I was on ADSL MAX - there seemed to be some sort of communication difficulty between Plusnet and Open Reach - it was only when I switched to SMPF that the issue was finally resolved at the exchange

Thanks both for the replies

The fault ticket got bounced back to the lower level fault management team for some reason. For them to escalate it back to the UK based networks team they had to do diagnostics (again).

They asked for everything to be unplugged from the test socket so they could do a line test. They called on the mobile afterwards to confirm they found an "Incorrect Line State" fault. This is the first time they've confirmed a fault. As there wasn't anything plugged in at this end, clearly the issue is beyond the test socket.

The ticket's going back to the UK based networks team and they'll ask for two dates for an SFI to attend. Apparently only the networks team can order an SFI. There is light at the end of the tunnel! Wouldn't have got here without your advice and support so thanks again to all of you. I'll keep updating until the issue's resolved so hopefully this thread will be useful to others in future.

Where are in the country ? It might be me that visits !

Good luck, hope it gets fixed

BTW. When the SFI was testing my line the phone was dead for nearly two hours whilst he was at the cabinet and the exchange, the potential of which is perhaps something which you may wish to consider when you agree to a visit time and date.

SFI visited today. He did a quiet line test in the test socket and heard the crackling. I mentioned the symptoms when he asked about the broadband issues and he said HR straight away.

The issue was resolved by the test socket being replaced. He said there wasn't any sign of damp in the socket (apparently the ISP may charge a customer if it's related to damp issues in the home) or any visible fault, but the crackling stopped after the new socket was installed. He spent a further 10 mins or so doing tests while the quiet line test was running on his handset, before asking me to do a speed test to check the throughput matched his line stats (said the line should support about 6.5Mbps).

He mentioned that they will charge the ISP for this visit, so I'm not sure whether AOL will try to pass it on. As I understand it, the test socket itself and the wiring into it is not the end user's responsibility.

He also asked whether the router is normally at the master socket and suggested a filter socket (click for a photo). As this isolates the broadband from the internal wiring I figured it would be worth doing. Apparently it can easily be removed if anything changes in future.

Router stats:

Up Down
DSL Line Speed 440 kbps 8424 kbps
Line Attenuation 26.4 dB 47.0 dB
SN Margin 17.9 dB 7.5 dB

Here's a speedtest result (LINK).

Fingers crossed that the issue has now been resolved! Thanks again for all the advice and support on this - really appreciate it.

If there was a fault with the test socket/NTE5 that has developed without any apparent external causes then I would say you shouldn't be charged for the SFI visit/repair by the ISP.

Getting a filtered faceplate would, IMO, be a good move since you have other internal wiring, i.e. one good extension and another disconnected perhaps due to it being faulty.

Looks like things have been fixed at long last

Guess what's quietly appeared on the AOL bill? A £50 charge for their mickey mouse "bright sparks" engineer.

Never mind the fact a BT Openreach SFI found and fixed an HR issue.

I've sent a formal complaint asking for it to be refunded within 7 days.

In reply to a post by wannabemedic:

Guess what's quietly appeared on the AOL bill? A £50 charge for their mickey mouse "bright sparks" engineer.

Never mind the fact a BT Openreach SFI found and fixed an HR issue.

I've sent a formal complaint asking for it to be refunded within 7 days.

I guess it could be argued that "bright sparks" eliminated any home wiring issues on your behalf and perhaps a fee might be payable. However since the SFI found a fault beyond your premises and outside of your control then I think you are definitely correct in challenging a charge for the mickey mouse visit.

Good luck.

In reply to a post by 4M2:

I guess it could be argued that "bright sparks" eliminated any home wiring issues on your behalf and perhaps a fee might be payable. However since the SFI found a fault beyond your premises and outside of your control then I think you are definitely correct in challenging a charge for the mickey mouse visit.

Good luck.

Good news - they refunded it and blamed an error for it appearing on the bill at all.

They confirmed it's only chargeable if the engineer finds the source of the fault inside the house (e.g. router/wiring issues) & removing the internal issue resolves the fault.