another fibre phone problem

[capnbirdseye]

Like many others we have been requested to book an engineer for the change to fibre phone, seemingly we need a new hub as ours has no phone line connection and also we have three phones in various parts of the house. We are in our late 70's and my wife has tried numerous times to book a visit but so far we haven't succeeded. Why on earth can't they have a dedicated phone line or an online booking system where you can easily select a suitable date and book it instead of a never ending series of pressing buttons to select this and that.

More often than not it leads nowhere or you finally get to speak to someone who doesn't seem to know anything about why you might need an engineer unless you have a fault on the line and then asks for your mobile number. 

[Travis_M]

Hi @capnbirdseye

Thanks for posting on our community forum and sorry to hear about the issue with your fibre upgrade.

I am going to drop you a private message now to collect some more information and investigate further, please keep an eye on your inbox for a message from myself.

[John_GS]

Hi @capnbirdseye
Thanks for joining me on PM and allowing us to sort this out for you.

Please let us know how the technician visit goes or if you need further assistance

Best wishes,

[capnbirdseye]

Hello,

The tech visited today as arranged and set up the new hub and altered the wiring slightly, he said he could get the phone working via the hub right there and then so he set it up and said it would take around 2 hours before it was connected and meanwhile we would have no working phone, which was o.k 

Shortly after he had gone we noticed we still had a dial tone.  The hub showed the phone symbol flashing red and even after several hours it still flashed red and we noticed that if we called our number the phone did not ring and likewise could not dial out even though we had a crackly dial tone. I rebooted the hub but it made no difference.

I suspected that the phone line was still connected to the input from the street as well as to the hub and this was what caused a conflict. I disconnected the line from outside and rebooted the hub and the phone symbol was green and all phones working properly.  Luckily I was able to modify the wiring myself otherwise we would have had no phone until another tech could come and fix it!

Anyway, it's thanks to the forum team that I got a tech visit in the first place so once again many thanks to all.

regards

vic

[Ayisha_B]

Thanks for the update and we're glad it's all sorted now  😃

If we can help with anything else, please let us know.

Have a lovely evening!

[karls]

Am I understanding this thread right? They sent out an engineer, but you had to go and fix your own wiring anyway after they had gone?

[Ayisha_B]

That's not something we'd recommend. If there's ever a fault that can not be fixed remotely, we would send an engineer out and even book a follow up visit if required. 

Thanks!

[capnbirdseye]

Yes, they sent an engineer who fitted the new hub to allow the phone connection but he forgot to disconnect the old wiring

[Ayisha_B]

Our sincere apologies for any inconvenience caused.

If you need us for anything else, let us know @capnbirdseye

[mac51]

This is why it's best to do stuff yourself whenever possible insist on Quickstart. Technicians in my experience tend to mess around take too long recommend stuff that doesn't need done and generally fiddle around. I've had this with cable box swaps before always been much faster when I was sent one via Quickstart. Than when a technician did it. Also no one is as fussy as yourself when it comes to your own home and having things spot on.