Broadband dropping when telephone call received

Taiko

Any ideas what may cause this? I've exchanged microfilters, currently use a corded phone, and just have the BT homehub and phone connected into the master socket.

Whenever I pick up the phone and replace the handset, the broadband cuts out.

railbuff

have you any phone extensions as you must fit a microfilter in every phone socket.

are you sure you are connected via broadband connection as what you describe is what happens when using a dial up service

Taiko

Certainly broadband. There are no extensions also.

There is a phone socket in the bedroom, but it's not connected.

railbuff

Taiko wrote: »

Certainly broadband. There are no extensions also.

There is a phone socket in the bedroom, but it's not connected.

double check the socket in bedroom is not connected if its not then contact your ISP so they can check your line and connection.

Hasbeen

Do you have sky? is there a filter at box?

Take front off master socket and plug broadband and phone directly into BT line and try.
If same? fault on line probably at a joint somewhere caused by water damp penetration.

Willing2Learn

You need to isolate the fault.

Should be easy to find assuming your master socket is an NTE5 master socket:

• Disconnect all equipment from all sockets.
• Plug a microfilter into the bedroom secondary phone socket (but don't plug the phone in)
• Remove the NTE5 faceplate and plug the router directly into the test socket behind the faceplate and wait for the router to connect as normal. Navigate to a website to check is connected normally and do a little surfing to confirm speed etc.
• On a secondary phone socket in the house/flat use the phone (through a microfilter if you are not using filtered sockets) and check if the broadband still drops.
• If the broadband is good then you know the fault lies in your secondary socket or wiring (the equipment for which you are responsible). You will need to repair yourself or pay someone to do it. You may want to test with a spare router and phone to check whether your normal phone & router have faults (less likely from my experience).
• If the broadband still drops then you know the fault is either the NTE5 faceplate or the wiring from the NTE5 that goes out into the street (that is all BT equipment so don't touch (you are allowed to change the faceplate though, but not to interfere with or touch the wiring). Report the fault and request repair.

esuhl

I had a similar issue which was caused by a faulty microfilter...

J_B

I can't find it now, but there was a discussion in uk.telecom.broadband a while back and it turned out to be a line fault.
The 'bell' wire was touching one of the others so, whenever the phone rang, it short circuited the system!

macman

A long shot, but try another filter. It's not impossible that your replacement is also faulty. The cheap ones supplied by ISP's are generally of poor quality.

kwikbreaks

Once filters (or lack of them) are eliminated - and I suspect they are already as you've tried one replacement - it only leaves a line fault. When the phone rings and during a speach connection the circuit passes more current which can cause electrical noise at a bad joint which may cause sync to be lost.

Is there any audible noise on the line - just dial a 0 for a quick listen.

BT provide an automated test but in my experience it's just an automated "no fault found" page - https://www.bt.com/consumerFaultTracking/public/faults/reporting.do?pageId=21

If there is no voice fault such as noise you'll have to report the problem through your ISP and usually go through a very frustrating fault elimination period before they'll call out BT.

tyllwyd

We had this exact problem. We tried changing the microfilters and a new router but it didn't fix it. We have a very noisy line, and in the end we went to the ISP (PlusNet). We had to escalate the query past the first level of customer support, and found out there is something called interleaving which is meant to help if you have noisy lines - on our line it had been set to 'auto' which should have meant that it turned on when needed. The engineer has turned it on permanently for us, which has pretty much solved the problem. (We need to get BT to look at our line but that's an issue for another day.)