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We had this problem some months ago. We're with TalkTalk, so we had to trudge our way through TT technical support for weeks and weeks, but eventually we got through to the *right* person.
Very (very) long story short, there was a fault with our overhead line coming up the pole over the road, and BT had to replace the box in the pavement and the cable climbing the pole to the box at the top. Since then, we've had no problems at all.
Our home phone is sourced through sky, has been suffering from reduced quality and now crackles most of the time, especially with the cordless phone.
Also internet quality is getting slower and more unreliable.
I have changed all the Broadband filters, and plugged the phone into to the master socket,it still crackles?
Is there anything I can do to improve call/internet quality?
Thanks TGP
This sounds like a typical "HR" fault. Basically there is a bad connection in the line somewhere between you and the exchange. As long as you have checked in the test point of the master socket then the fault will almost certainly be in the line and will be your suppliers responsibility.
The problem with this type of fault is that when the line is remotely tested, the line will almost certainly test as ok. This is because the test equipment is unable to identify this type of fault. Chances are your supplier will try and palm you off as they will be reluctant to pay BT Openreach to come out and look at it. They will probably also advise you that in the event of the fault being proved to your own telephone or internal wiring, then a charge will be raised. You may have to be persistent!
Re: BT Phone Line Crackles and poor Internet Speed help
The problem with this type of fault is that when the line is remotely tested, the line will almost certainly test as ok. This is because the test equipment is unable to identify this type of fault. Chances are your supplier will try and palm you off as they will be reluctant to pay BT Openreach to come out and look at it. They will probably also advise you that in the event of the fault being proved to your own telephone or internal wiring, then a charge will be raised. You may have to be persistent!
Yep. This was our experience. We were helped by finally getting a technical person at TalkTalk who knew what they were TalkTalk-ing about, and he did identify the fault as being between us and the exchange. In between, we had the same OpenReach engineer come out twice and tell us our router was overheating Which is wasn't - it was warm, but not hot.
We got the fault fixed, but then BT invoiced TT who invoiced us. They investigated several times, and kept coming back with "I'm sorry, Sir, the BT engineer stated the fault was within your home."
We eventually contacted both our MP and the Chief Executive's Office, and we got a very amicable settlement. And we're still with TT.
The moral: stick to your guns, wade through the levels of technical support, chase them to death, and don't give up.
I have been a BT engineer for 20 years on faults. The post by Philoakes is spot on in every respect. Do not get put off. Keep ringing and insist that a engineer call at your house and do a test towards the exchange. I bet the fault is in the drop wire or a buried Ali joint.
______________________________________________________________ Cheap no good
Good no cheap
yep and this is why I only stay with BT and a very loyal customer for 40+ years.... and there's no demarcation just one number and its over to you.... yes its an HR somewere between you and the BX.... its a very easy job to do as well..... enjoy
As others have said, if it crackles on the master socket (test socket inside the NTE5, home wiring isolated), it will be external plant and TT should be raising a fault with Openreach to get it resolved.
You may need to be persistent - I had one on my line recently, took me 5 separate Openreach visits across 3 faults logged to get it resolved, ultimately with change of copper pair right the way back to the exchange. Don't let them palm you off with "no fault found".
I would disagree with the comment earlier about using BT in order to "keep it in house" (although as it happens I use BT myself). Openreach have to treat all telecoms providers...including BT Retail...in an Equivalent manner, which has a very particular regulatory meaning of "same service same price same SLAs". BT Retail and providers such as TalkTalk and Sky raise faults using the same electronic interface. This was a settlement reached a few years ago, to stave off the prospect of them being referred to the Competition Commission and risk of BT as a whole being broken up. There are no "quick internal calls" between BT Retail and Openreach anymore....or if there are, they'd be in a serious regulatory breach.
I had no phone on friday, line was busy even with phone disconnected broadband was ok for most part although it did drop out a few times, also hub phone. I am a BT customer.
Openreach called Sat am at 8AM.
On Sat phone was working again. In the interim I had used another phone to check it was not my normal phone, changed filter, I did not have a master socket.
The guy checked the line tested circuits went back to exchange, and checked all the circuits between it and us. Could not see the problem.
He then did an external check of the property and found a cut cable going to an extension box that had gunged up and the rain the day before had got in and created a circuit.
I must say that i was quite impressed. the extension was not in use and we think that it could have been pruned in February with some bushes.
End result we now have a master socket. and gratefully NO bill. It could have been £130. I have to thank the guys ddiscression.
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France
Waving in memory of Peter and Fiona
Fighting with Mavis´s MESO WARRIORS 
Which is wasn't - it was warm, but not hot.
