Hi,
Did BT conduct a line test at all?
Whilst we appreciate your primary fault may a broadband issue, the lines tests we are conducting are finding a voice fault.
Whilst this may seem like buck passing, this is also the nature of the way the service works. The primary service on your line if a voice service, with the broadband if enabled, is overlayed on top. The voice line must be defect free for any secondary services such as broadband to work normally.
The same would apply if you took a Redcare alarm service, in that should it fail due to a voice fault, this must be repaired first.
In the majority of cases, any broadband fault will resolve itself once the fault detected on voice is resolved.
Unfortunately the supplier of secondary services cannot report this fault for you to your voice supplier, or arrange for it to be repaired under the broadband process. Many state this is down to Data Protection issues, which is partially true (we cannot report access problem on your behalf to another provider were the contract exists between you and the supplier, and not us and said supplier). The primary reason is down to EOI (Equivalence of Input), which regulates that BT and other telecommunications providers (voice for broadband) must take services on equal terms from other parts of BT.
This means that one part of BT cannot use another part of BT to take a competitive advantage, simply because they are BT. So an even and fair process must be followed by all.
