Long running phone line fault (3 months+)

Alastair1 · 20-02-2005, 08:47

Hi, I've only stumbled across this forum after more than 3 months of trying to resolve a phone line fault with NTL. Maybe someone on here can help.
The details.
I subscribe to unlimited dial up internet access, phone and analog TV and have done for more than 5 years. This fault affects the phone line and consequently my dial up access.
Phone line is dead - no dial tone.
Incoming callers get the engaged tone.
NTL are able to 'fix' the fault by "resetting the switch". They do this every time I report it but it has not been fixed permanently as yet. I've tried 2 computers, 3 different modems and 2 different telephones, all plugged into the master socket with all the extensions unplugged so I am sure the fault is not with my equipment.
NTL have carried out a re-pull and have changed the master socket with no success.

Here's what I've been through!!!

January 2004 - Line installed (services transferred after moving house)
March 2004 - Fault first occurred, techs attended, fault fixed
25 November 04, 08:55 Fault reported
25 November 04, 11:50 Fault 'fixed'
14 December 04, 13:10 Fault reported
14 December 04, 17:00 Fault 'fixed'
14 January 05, 17:55 Fault reported
21 January 05, 09:15 Fault reported
21 January 05, 08:50 Fault 'fixed'
21 January 05, 09:30 Fault reported
21 January 05, 10:00 Fault 'fixed'
21 January 05, 12:40 Fault reported
21 January 05, 14:00 Fault 'fixed'
26 January 05, 19:35 Fault reported - not fixed, techs booked
29 January 05, techs attended - fault 'fixed'
31 January 05, 19:30 Fault reported - not fixed
01 February 05, 08:55 Fault reported
01 February 05, 11:15 Fault 'fixed'
01 February 05, 20:30 Fault re-ocurred - CS closed, unable to report
02 February 05, 08:30 Fault reported
02 February 05, 13:55 Fault 'fixed'
02 February 05 - wrote letter of complaint. To date not been acknowledged
09 February 05, 21:00 Fault re-ocurred - CS closed, unable to report
10 February 05, 12:15 Fault reported - not fixed, techs booked
12 February 05, techs attended - changed master socket
13 February 05, 15:00 Fault re-ocurred - CS closed, unable to report
14 February 05, 09:15 Fault reported - not fixed
14 February 05, 19:55 Reported that fault not fixed
15 February 05, 10:05 Reported AGAIN - still not fixed
15 February 05, 14:00 REPORTED AGAIN! techs booked for 16th
16 February 05, waited all day for techs. No showed up no calls to say why
16 February 05, complained throughout day to CS
17 February 05, was told techs had been in accident and would come today
17 February 05, Re-pull carried out.
19 February 05, Fault has re-ocurred ?, this time the call gets disconnected after a few minutes and when I replace / pick up again there is a clicking sound !

Can anyone help ?

th'engineer · 20-02-2005, 11:17

I will PM you with a direct dial number to a NTL director but will give our NTL techs on the board a chance to sort it out with you

handyman · 20-02-2005, 11:23

This sounds like your line is going plo ( permanant lock out), if you've had it re-wired and repulled then it might be hardware related, do you have a sky box plugged in? do you use and 3rd party extensions or splitters?

injuneer · 20-02-2005, 12:16

I have experienced a similar problem intermittantly when I was using a phone extension reel, I would start the freedom dialer (in my case) and it would come up with the same message, "there is no dial tone". Incoming calls would get busy tone. I proved it to a break or short on one leg in the extension reel !! I'm not saying that yours is the same cause but it does sound similar. I expect you've replaced the lead that plugs into the PC modem port and the line socket?

__________________

After re-reading your post it sounds more like a line card fault on the primary multiplexer which is in the cabinet. Do you know if they have changed this? If they have then I would request a change of EN or LEN (line equipment number) this would at least eliminate the line card and exchange from the equation.

Neil · 20-02-2005, 13:46

Quote:

Originally Posted by Alastair1

Can anyone help ?

You bet your a$$ we can!

Enough is definately enough, & you have been subjected to the old ntl 'CS-BS' far too much (once is enough IMO)

Here is a list of the people in charge of ntl, take your complaint right to the top, & then get yourself a proper provider.

Good luck.

ian@huth · 20-02-2005, 13:49

Well said and good advice Neil

Anyone got any better sunglasses, that signature is dazzling me.

Neil · 20-02-2005, 14:10

Quote:

Originally Posted by ian@huth

Well said and good advice Neil

Anyone got any better sunglasses, that signature is dazzling me.

Sorry-I'm just trying to remind everyone that we have a deal with Amazon that the site makes money from whenever you purchase anything from them, & also Mother's day is coming up.....

Alastair1 · 20-02-2005, 15:38

Thanks for the advice.

The list of contacts on this site is more than I've ever been able to get out of NTL and yes I do intend on taking it to the top, although they have still not responded to my first letter of complaint.

The CS folks I have spoken to have always been polite, and I suppose as helpful as they could be. Some obviously have more tech knowledge than others.

I don't have any sky boxes plugged in and I have tried different cables, always plugged into the master socket without any splitters or extensions.

As far as I know they haven't changed any hardware in the cab or at the exchange.

The tech advice is useful as at least it gives me something to suggest to the techs.

Thanks

Alastair