BT advice please

[Crazy Fool]

OK friend has BT line, had few issues with crackle and also internet dropping out. 2 engineers later phone working, next week DSL light goes on the modem, i come and have a look, all looks OK for settings, im thinking BT issue.

she logs call with BT they say go to AOL, AOL say go to BT, i come back around, the phone works if plugged in direct to the socket. If you plug the ADSL filter in (tried 3 or 4) you cannot make phone calls.... that's just the filter not even the router/modem, so surely BT ??

i dont want her to get charged!

[peterb]

If the issue is with the phone voice service - it is BT who should resolve it (if they are the service provider) If it is an ADSL issue, then it is the ADSL service provider who should deal with it.

In either case, it is up to the service provider to raise it with BT openreach, who (in the majority of cases) own the exchanges and physical lines. You cannot deal with Openreach directly - they are not a retail organisation.

It sounds as if it is a line fault, so it would be one to raise with your voice provider to sort out the crackles. Make sure all the internal wiring is disconnected to rule out an internal wiring problem which is not a BT responsibility.

[Crazy Fool]

yeah i do think its BT, but they seem to threaten to charge if its not there fault, but sure plugging in a BT filter into a BT socket on a BT line should work? she can't even plug her adsl router in as it says no adsl available.

[peterb]

They only charge if they send an engineer out and there is no fault - and even then you can often get the charge refunded if you complain.

It sounds like an intermittent fault (doesn't it... yes... ) so report the crackles on the line - get that sorted, then look at the ADSl side of things