Internet Drops When Phone Rings

jembeth

Hi I have had a problem when my phone rings, or I dial out, I lose my internet connection. I have filters on all sockets and have checked the modem on all different sockets in my house.

I rang Virgin (my ISP) who said it was a line fault, rang BT (who provide the line) they said no line fault, called back Virgin who said they would get it escalated, after 3 days an engineer representing Virgin called me to say there was a fault and it has now been fixed and my speed has also increased as a result. All great for 2 days now back to square one with the same fault. Have called Virgin who say it is a line fault, have called BT who say there is no line fault.

I am waiting for a manager to call me back from Virgin. Does anyone have any advise on this subject as it is difficult for me to get into debates with either Virgin or Bt when I don't have a clue what I am talking about.

I need to work from home and this is causing me big problems, so if anyone could shed any light on who is responsible or where the fault may be, I would be very grateful.

Jembeth

Laz123

You can do an auto line check yourself.

Or if a section of your line was changed, it may change the characteristics of the line enough to need complete retraining. If this is the case, you should reboot every night for the next week to allow it to re-sync.

Also filters can sometimes go for no reason. There should be a filter checking gadget, but until it's invented you may have to change all filters in one go.

jembeth

Laz123 wrote: »

You can do an auto line check yourself.

Or if a section of your line was changed, it may change the characteristics of the line enough to need complete retraining. If this is the case, you should reboot every night for the next week to allow it to re-sync.

Also filters can sometimes go for no reason. There should be a filter checking gadget, but until it's invented you may have to change all filters in one go.

Thanks for the reply, however I don't quite understand it, what do I need to reboot and how do I do an auto line check. Sorry to sound so dim but I am not at all technically minded.

Gordon861

That really sounds like something is bypassing the filter.

Recheck all your connections again and make sure nothing is connected without a filter in line with it.

Do you have a splitter coming from the main socket?
If so did you put a filter on the end of each connection? I did this myself when i first set mine up.

Does Virgin have a phone connector to call home on the back of their box?

If you have multiple sockets unplug everything except for the one your modem is plugged into and also plug a single phone into the filter.
Log onto the web and once connected make a call, see what happens.
If the phone disconnects change the filter and try another one, it is very unlikely that two filters will die at exactly the same time.
If the net doesn't disconnect, replace each of the other filters into their sockets with their phone one at a time, rechecking your net connection each time you add a unit.

Another problem might be too many items on your phone network, I think home systems are only designed to have a max of 4 phones connected.

aliEnRIK

As the others have said. Either missing a filter or one or more of the filters are faulty

macman

Classic symptoms of filter failure. Swap the filters one by one with a known good one until you find the culprit. Can't believe that Virgin didn't ask you to change the filters before they escalated it to BT.
If you have a Sky box remember this has to be filtered too.

aliEnRIK

Just to be absolutely clear ~ your virgin is through the BT line? (Most arent)

macman

aliEnRIK wrote: »

Just to be absolutely clear ~ your virgin is through the BT line? (Most arent)

I wondered that RIK, just assumed it was Virgin National (ADSL) as he says Virgin rang BT?
Are Virgin cable lines still filtered in the same way-how does it work?

aliEnRIK

Virgin 'cable' doesnt need filtering. It works through the cable that comes into the house. The BT line is completely separate

macman

Yes, but how is it arranged if you take your phone and broadband through Virgin cable?
Never had cable so I haven't a clue how it's set up.

aliEnRIK

Well phones completely separate to BTs too (It also comes through the 'cable')