Internet freezes when answering the phone.

fruitdogs

If we answer the phone the internet freezes.Our phone line quality is very poor also.Talk Talk say we probably need a new filter(nothing to do with them). Any help gratefully received.

CHR15

This is symptomatic of a filter not being fitted.

Your phone should connect via a filter, not directly into the BT socket

They dont cost much (£1.25 on fleabay)

dgerati

Replace phone line and filter?

fiddiwebb

It depends how things are set up your end, what broadband package are you on?

bitemebankers

Almost certainly a lack of microfilters or a faulty microfilter. Make sure you've got a microfilter installed on EVERY phone / router / fax / modem - every item that connects to your phone like. Also make sure that your router is connected to the BT Master Socket (via a microfilter) - do not attach it to the end of an extension lead.

timberflake

I'd say no/faulty microfilter.

[Deleted User]

For a permanent installation, I would recommend spending more than £1.25 for a better quality microfilter, as they can affect your line sync speed. However, cheap ones might of course be useful and convenient for troubleshooting.

ComplexP

fruitdogs wrote: »

If we answer the phone the internet freezes.Our phone line quality is very poor also.Talk Talk say we probably need a new filter(nothing to do with them). Any help gratefully received.

I know everyone keeps saying it's the filter and it could well be, but if that doesn't fix the problem you may have what is called a 'high open' or 'high resistance' fault on the line.

Basically these can be caused by physical faults on the phone line outside the house and can range from loose wires to worn insulation. They are unfortunately quite difficult to trace and will require a broadband engineer to track down.

If you don't get any luck with the filter then you'll need to raise a broadband fault through the standard Talk Talk channels and jump through all of the hoops they ask you to. Eventually they'll send an engineer to the property.

Make sure you are getting a broadband engineer and not a line engineer.

One last thing: If you do get to the engineer stage, ensure that you have gone through the standard tests to rule out your own equipment or you could be landed with a hefty bill.

Good luck.

ComplexP

bitemebankers wrote: »

Almost certainly a lack of microfilters or a faulty microfilter. Make sure you've got a microfilter installed on EVERY phone / router / fax / modem - every item that connects to your phone like. Also make sure that your router is connected to the BT Master Socket (via a microfilter) - do not attach it to the end of an extension lead.

I'd second this. Forgetting to filter additional phones around the house is one of the biggest end user mistakes I see.

bitemebankers

Heh...I was one of the end users who made it

Fortunately, I very helpful helpdesk person at Zen Internet identified the problem after a quick chat - no problems ever since. I have had problems in the past with cheap phone extension leads though, so I know these can cause problems.

Funnily enough, my parents had a problem with their actual line, causing poor call quality and unusable broadband. Took them a long time and threats of legal action before BT did anything about it.

[Deleted User]

How many telephone sockets do you have? More than 4 microfilters can cause a problem. If you are using any socket doublers, are you doubling microfilters or using just one before the doubler? See here for more information:
http://forums.moneysavingexpert.com/showthread.html?t=255613