Brainwave (aka why Orange broadband keeps disconnecting)

Turkey Machine · 28-07-2009, 22:52

This is separate to any issue I've had with Virgin Media, but if I do go with their ADSL product, it requires a working phone line, which I'm not sure we have at the moment.

When our phone line was installed, it was done about 19 years ago by a friend who was a qualified BT engineer. At the time, the phone was in the kitchen, so that's where the master socket is. The line from the telegraph pole comes in the front wall, attached to a silver "bell" housing, there's a flat wire running for about 6 or 7 metres down the front door frame, under the carpet, and into the master socket. Since the phone is now located in the living room about 2 metres from the "bell" housing, and is currently on about 10m of extension cable since there's nothing custom for the distance from master socket to phone area, I'm wondering whether that could have any bearing on the broadband connection randomly dropping out. When it does, I do 17070 and option 1 for a BT quiet line test, and there's a faint fuzzing sound, but it happens so randomly, the chances of a BT engineer actually picking up said fault is probably close to 1000 to 1! The modem complains about not picking up a dial tone, we're constantly changing the ADSL filters, and they get swapped every couple weeks. Thoughts? (I'd like it to be the million-to-one chance, but that's just not gonna happen. At all!)

It could also be the modem (Speedtouch 330).

Don't tell me to replace it just yet, I have a spare at the ready to plug into it.

It could also, I thought, be something to do with BT having enabled 21CN WBC in our exchange (Lowestoft). The modem's about 5 or 6 years old, when did BT start shifting over to the "new" PSTN network? Could that have any effect on the modem dropping a connection and the cracks and hisses the phone picks up?

Or is it likely the installation just needs a complete refresh to bring it up to our new needs and modern standards?

How much is that likely to cost if BT actually do find a fault with the line?

Paul · 29-07-2009, 06:24

First thing to do is remove any extension from the line and go straight onto the socket. If you have a test socket do all checks in there and see if the same issue occurs. You must try where possible to remove all your own equipment from the line and only connect onto what was officially installed. Extension leads and internal extension wiring only adds to issues.
Also when checking for the fault on the line buy an "el cheapo" argos special corded phone, only need a cheap one to complete line checks with as a cordless phone can just introduce a new problem.
To report the fault you really need it to be happening or it's over £100 for an engineer call out if they can't find anything and then blame your own equipment. If there is a fault and it's found then BT will have to put it right if they provide your line rental service.
If you can show a fault on your voice side of the line and report it to BT.... do NOT mention ADSL as they will immediately send you to your ISP as that way your ISP will have to pay them to come out when this may just be a line fault that BT should fix themselves anyway.

Turkey Machine · 29-07-2009, 18:50

Quote:

Originally Posted by Paul

First thing to do is remove any extension from the line and go straight onto the socket. If you have a test socket do all checks in there and see if the same issue occurs. You must try where possible to remove all your own equipment from the line and only connect onto what was officially installed. Extension leads and internal extension wiring only adds to issues.
Also when checking for the fault on the line buy an "el cheapo" argos special corded phone, only need a cheap one to complete line checks with as a cordless phone can just introduce a new problem.
To report the fault you really need it to be happening or it's over £100 for an engineer call out if they can't find anything and then blame your own equipment. If there is a fault and it's found then BT will have to put it right if they provide your line rental service.
If you can show a fault on your voice side of the line and report it to BT.... do NOT mention ADSL as they will immediately send you to your ISP as that way your ISP will have to pay them to come out when this may just be a line fault that BT should fix themselves anyway.

Got cheap corded phone and tested in both extension and master socket. Directly in the master socket there "appears" to be no problem, but on the extension there can sometimes be some breakups and hissing/popping noises. My inkling is the extension, but I've just spotted something else.

Where the external wire comes into the front wall of the house, and split to the internal wire, there's a couple disconnected micro-wires from the bell housing. Could that be affecting it?

My ideal solution to this would be to just completely refresh the installation to our needs, is that going to cost the standard £122 for a new BT line installation?

**Graham M** · 29-07-2009, 18:51

A BT phone line generally only has 2 wires connected, 1 to the A terminal and 1 to the B terminal, it is quite usual for there to be extra disconnected wires