Broadband issue

GlasweJen

We've been supplied phone line and broadband by pipex for almost 3 years, 18 months ago we signed a new contract but never updated any of the hardware - pipex said existing modem is fine but ever since every time someone picks up the house phone or a call comes through on the house phone the broadband dies. The error message is "pipex modem is not connected, dsl line is down".

Most people seem to solve this problem by putting microfilters on all of their lines but our lines all have a filter on them. Pipex tech support are awful - does anyone else know how to fix this?

grumpyofwhitecross

If you have filters on all extensions and the broadband drops when a call is made or received, then the problem lies with the telephone line. Probably an HR dis somewhere. it meeds to be reported as a telephone fault NOT a broadband fault. when it is fixed the broadband should be ok.

kwikbreaks

It can be dodgy filters but it can also be a line fault - off hook the phone draws more current and that can cause issues with poor quality joints.

If you want to do some testing yourself take the faceplate off the master socket (two screws and it should pull off - take care as your extensions may be wired to it) then try different filters in the inner "test" socket to see if lifting the phone still causes the problem. If it does with more than one filter then that pretty much eliminates faulty filters. If not and it's ok with all of them maybe you have something unfiltered (Sky box? alarm? forgotten phone?).

Once you're sure it isn't your filters call the ISP. If they don't get it fixed ask for a MAC and move to a proper ISP.

Faceplate removal...