Telephone line fault - VIRGIN and BT disagree on cause!

Hi.

My sis-in-law has been without her Virgin ADSL broadband for 3 weeks now. Line rental is through BT.

All the usual tests have been done under Virgin's guidance - remove everything/ swap filters/ connect with Ethernet cable/ Re-install/ etc.

Here's the problem: Virgin carried out a line test, provided us with the results, and declared there definitely IS a line fault and we should get on to BT to sort it.

BT then carried out their line test, provided no results other than "the computer gives a green light..." and declares the line is "absolutely fine".

BT (on Virgin's advice) were asked by my sis to carry out an "enhanced copper continuity test", and the lady on the end of the line still maintains "the light is green - there's nothing wrong".

Stalemate.

Here's Virgin's test results. Can anyone explain which of these figures indicates the 'fault'? And, if there clearly is a fault, how can I get BT to tackle it?!

Thanks!


Test Result Attribute - - - - - - -Value
Line Test Ran Successfully - - NO
Test Result - - - - - - - - - - - - - Line tested OK. Measurements within specifications.
Line Length - - - - - - - - - - - - -3847.6 Meters
Capacitive Balance - - - - - - - -94.0 %
A To B Resistance - - - - - - - -1633.724 ohms
A End BatteryResistance - - - 9999.0 ohms
B End Battery Resistance - - - 9999.0 ohms
A End Earth Resistance - - - - 9999.0 ohms
B End Earth Resistance - - - - 2250.079 ohms
Additional Info1 - - - - - - - - - -CAPACITIVE BALANCE POOR 94 %
Additional Info2 - - - - - - - - - -TONE RINGER DETECTED

Edited by deleted (Sat 20-Apr-13 09:06:22)

Not used to what a good set of values are.
But if voice is working fine when all adsl kit unplugged then no need for you to chase BT
For adsl faults you call isp who call wholesaler who deal with openreach

So if its just an adsl issue virgin needs to man up and deal with their supplier

Thanks.

I should have added that Virgin, in their last email to me, suggested I get straight on to BT to save time, as for Virgin to escalate it would simply take longer, and my sis has been without BB for 3 weeks already; "Maybe due to corroded copper wire or such. Virgin Media cant pursue this issue, Jo needs to persist with BT to tell them there is a fault with the phone line. If I escalate this, C&W would just reject the due to Line Failure. It will just delay Jo's fault even longer."

Or should I still insist Virgin escalates it?

Thank you.

If you phone bt they only test and worry about voice. When you phone bt it is a retail call centre not the division that actually fixes the copper wires.

You pay virgin to manage your ADSL so their responsibility to handle faults.

To add I have had adsl faults reported via isp and fixed with engineer attending and never any need for me to talk to bt.

Once via idnet and once via sky.
Lost voice this week and reported via primus and fixed inside 9 hours of reporting.

Thank you. Sis will get straight on to Virgin!

Much obliged!

Edited by deleted (Sat 20-Apr-13 09:46:51)

My brother in law had same trouble with Virgin BB. Phone line ok but BB not there. It took a month or more to sort out and it was Virgins equipment that was at fault, nothing to do with BT line at all.

The capacitive imbalance can cause minor problems primarily in the demodulator stage where the signal on one leg might lag the other slightly - and a differing amount depending on frequency but newer modems will be able to deal with that at much higher speeds.

When I had one of my first 512k services installed I had a fight to get an installation as it was seen to be outside spec although I cannot remember the exact numbers but they were similar. I was running the flat green stingray modem, which worked OK at 512k and 1M. Ultimately I achieved 7Mb on the line - due to attenuation levels and nothing else.

Can I just add to what Mr Saffron has told you?

If you contact BT direct, as advised, they will only check for Telephone faults (i.e. voice). If they find no-fault, there is always a risk that BT might charge a call-out fee if "No-Fault-Found"!

Thanks, all - it's pretty clear what sis needs to do now! Much obliged.

NHC - thanks for the info (as much as I could understand!). I take it the results shown are a bit dodgy tho' not necessarily catastrophic?

She has a Netgear DT834GSPV3 modem - around 5 years old.

Cheers.