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Landline

Landline stopped working

User110920
4: Newbie

Last week my electrician changed the BT junction box outside my house and the landline has stopped working since. Although, broadband fibre still works. The electrician has tried to rectify this but he can't seem to fix it. Now I wish I hadn't let him touch it. What should I do?

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13 REPLIES 13
WelshPaul
12: Established

@User110920 wrote:

Last week my electrician changed the BT junction box outside my house and the landline has stopped working since. Although, broadband fibre still works. The electrician has tried to rectify this but he can't seem to fix it. Now I wish I hadn't let him touch it. What should I do?


Is this junction box located before the NT5E master socket? If so, nobody is allowed to mess around with any of the wiring past this point and you will be charged for any repair work as a result. (BT Openreach will charge Vodafone and in turn Vodafone will pass on that charge to you!)

You can report a fault with your landline here:

https://support.vodafone.co.uk/Broadband-home-phone/Home-phone/1464003322/My-landline-isn-t-working....

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User110920
4: Newbie

I realize that they will charge me for this since I didn't have a problem until the electrician messed it up. Had I known that only BT can touch the box, I wouldn't have let him near it. I'm looking for a solution, not a lecture.

 

I've booked an engineer to come round, but I have to wait two weeks.

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WelshPaul
12: Established

I wasn't giving you a lecture, I was simply warning you that they will likely bill you for it (BT used to charge a minimum callout fee of round £240) and I provided you with a means to report the fault.

Hopefully they fix the fault and don't charge you for it. 👍

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Jayach
16: Advanced member

I'm assuming you are on Superfast. Tt should be fairly easy to resolve, there are only 2 wires involved.

You say the broadband is still working but is it possibly running slower than usual as broadband can just about run on just one of the wires.  Without knowing exactly what the electrician was trying to do it is hard to make suggestions.

Pictures of the inside of junction box may help and did he touch the broadband socket in the house or just the external junction box?

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Jayach
16: Advanced member

Also, if you post on a local social media site such as Nexdoor you can probably find an ex-BT engineer who will happily fix it for a small fee.

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clint_flick
11: Established

Hi

""I wouldn't have let him near it.""

 

He gave no indication of not knowing what he was doing then, or that he knew that it is forbidden to touch any BT installation?

 

You need a better class of electrician.

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User110920
4: Newbie
I didn't hire the electrician. It was a team of builders carrying out various jobs that I found on mybuilder dot com.
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User110920
4: Newbie
I live in London which is full of cowboy builders and billshutters.
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WelshPaul
12: Established

@User110920 wrote:
I didn't hire the electrician. It was a team of builders carrying out various jobs that I found on mybuilder dot com.

You stated in your original post that you did.

"Last week my electrician changed the BT junction box outside my house and the landline has stopped working since."

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User110920
4: Newbie

Does it really matter who exactly messed it up, whether it was a team of builders or an individual electrician?

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gipjon
16: Advanced member

 

Jay above did ask you about is your broadband running at half the speed. 

If your broadband is running at half the speed then there is only 1 wire connected from the master socket to the telephone pole  

 

if your broadband is running at full speed then it's not from your master socket to the pole (or underground ) 

it may be the wire in the master socket. Most phone lines have Orange, White, Green, and Black wires. Usually (but not always) Orange and White are the active pair and go to connections 2 and 5 in the master socket.

The other two wires are not used

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User110920
4: Newbie
Missed Jay's post. An Openreach engineer came round a few days ago and fixed the phone line, however now the internet is running at half the normal speed. Vodafone have advised me that an engineer needs to come round and fix it.
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gipjon
16: Advanced member

Yeah you will need a openreach broadband engineer who can reset the DLM 

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