Loss of internet connection when using phone.

zappo_2

Anyone help with this one? Whenever we use the phone we lose internet connection and have to turn the router off and then on again in order to regain internet connection. Is there a way to resolve this??
Many thanks.

kwikbreaks

make sure that all sockets with equipment connected have a filter.

If they have..

Unplug all filters and attached equipment and try with just the one phone and router. Swap the filter for any spares you may have or can borrow.

Once filters are eliminated as the cause if you can borrow another router try that (this is unlikely to be the answer though).

Is the line audibly noisy? If so report to BT as a voice fault. If not report through the ISP as an internet problem and be prepared for a protracted fault elimination session.

If the fault turns out to be caused by your own kt you'll get a hefty bill so make 100% sure that you pare it all down to the absolute minimum of just a phone filter and router, If you have hard wired extensions take off the master socket faceplate and test using the inner socket.

zappo_2

Thanks for the time and advice kwikbreaks. Will give this a go and see if it sorts things out.

No, the line was clear and not "noisy".

I'm afraid I don't know what a "master socket faceplate" is. We just have the one phone filter which goes to the router.

securityguy

zappo wrote: »

Thanks for the time and advice kwikbreaks. Will give this a go and see if it sorts things out.

I'm afraid I don't know what a "master socket faceplate" is. We just have the one phone filter which goes to the router.

That's precisely the wrong way around. The filters need to be on the phones, not the router.

zappo_2

securityguy wrote: »

That's precisely the wrong way around. The filters need to be on the phones, not the router.

Many thanks securityguy. To clarify, the filter is in the phone socket in the wall then the router plug goes into this.

agrinnall

zappo wrote: »

Many thanks securityguy. To clarify, the filter is in the phone socket in the wall then the router plug goes into this.

I'm not sure what wasn't clear in securityguy's post, but to help you I've highlighted a couple of things.

securityguy wrote: »

That's precisely the wrong way around. The filters need to be on the phones, not the router.

JimmyTheWig

zappo wrote: »

I'm afraid I don't know what a "master socket faceplate" is.

Find out where the phone line comes into your house from outside.
That's the "master socket".
Do you have any other sockets anywhere?
If so, take the front ("faceplate") off the "master socket". Inside there will be a phone socket. Use this for your testing.
If that still fails - and you have tried with a different filter, router and telephone - then the problem isn't at your end.

Dave_C_2

Look at the clean socket test here If the problem persists on this then then it's a line fault.

More info here

Dave

securityguy

zappo wrote: »

Many thanks securityguy. To clarify, the filter is in the phone socket in the wall then the router plug goes into this.

I'll try again.

The filters need to be on the phones, not on the router.

If you have one router and three phones, you would use three microfilters, one for each phone, none for the router. The filters are to stop the phones from influencing the router, not vice versa; the router should have a clear path to the exchange line which does not pass through a filter.

Find each phone you have. Trace the wiring back to where it's plugged into a socket. Insert a microfilter there. Now find the router. Trace that back to where it's plugged into a socket. Make sure there is not a microfilter there.

(( Yes, there are cases where this algorithm doesn't work, but assuming a standard face plate, it should be fine ))

Spankey

Also be aware that if you have a skybox which is connected to your telephone line this will need a filter on it too as it acts as a telephone when sending sky data along phone line. Or just disconnect it as i did 5 years ago.

I have had the same problem many times on home pc calls and it has allways been either a forgotten phone upstairs in bedroom with no filter on it or just incorrectly placed filters on the phone lines causing it.
If your unsure go check a familys or neighbours filter setup.

closed

most routers come with an rj11 cable ....... that doesn't fit into a bt socket without an adapter, hence the need for plugging the router (and optionally the phone) into the filter, which acts as a splitter