BT broadband drops out when I get a call

roytom

I have had BT BB for a few years and I also have a BT Freestyle 750 cordless phone. Whenever I receive a phone call the BB drops out for the duration of the call.

The same problem occurred when I tried a different phone.

I've tried changing the ADSL splitter or moving the phone to another socket but this still keeps happening.

BT aren't interested in helping as they claim there is no fault on their system.

Any ideas? Thanks.

AndyPix

This has to be caused by a missing or faulty filter.


Make sure ALL the phone devices in your home are filtered , including any sky box etc that has a phone line connection.
If they are all filtered, try replacing the filters, they are cheap to buy

Neil_Jones

If you have extensions you can unscrew the bottom of the master socket and gently pull it out. As well as disconnecting them, this will reveal a hidden socket that you can use for testing. Put a (new) filter in there, connect the phone cable and the broadband cable. Then when the internet is connected (see lights on your router box) do a test call. Do not touch anything to do with the top half of the box.

If the problem is now solved something on your extension you've disconnected is causing it.

BT will come if you ask them but if they find the problem is on your side you'll probably get billed three figures. This doesn't apply if the issue is on their side of the line.

Filters are 99.9% the cause of this problem. Do you hear any crackling on the line while taking a phone call? That's usually a filter issue too.

kwikbreaks

When a phone rings the circuit carries a higher current and if there is dodgy joint it may well cause enough electrical noise on the circuit for sync to be lost. If there is no filtering fault then it's a line fault. My money would be on the latter especially if you can hear noise on the line (just dial a 0 or use the silent line test - dial 17070 and select option 2). If you do hear noise try again with the router turned off and it should go away.

Good luck getting any fault fixed though as such faults can be difficult to track down. If you lose sync often enough then the line management routines will slow your ADSL down - in fact the odds are it already has been.

stator

As above, filters are the cause of this issue.

In order to determine where the fault lies disconnect everything from your master socket, including all extensions and plug your router into the ADSL socket and a phone into the phone plug.
As well as extensions you might have a sky box or alarm system using the phone line, if so disconnect that too
If you still get the problem replace the master socket faceplate.
If you still get problems report it to BT. You could also hire a local telephone engineer, some of them advertise in yellowpages etc. A lot of them used to work for BT and will be able to test things at your end and give you the right terminology for reporting the fault to BT

roytom

Thanks for the replies.

I've changed the ADSL filter and so far the BB hasn't dropped out when I received a call.

My house has loads of extension sockets that are never used and due to the changing of the line into the house the first socket is an extension. I suppose if the fault persists all the extensions will need to be unwired.

Thanks again.

System

I would disconnect them anyway as they'll be affecting your broadband speed. If they're wired in properly you should be able to disconnect them by removing the front plate of the master socket and taking the wires for the extensions out. If you do that rather than completely removing them you don't have to re-run wire if you decide later on that you want one or more of them.