topic Re: Landline calls disconnect broadband in Broadband

Landline calls disconnect broadband

Bikermel76 — Thu, 30 Sep 2021 12:37:45 GMT

Broadband keeps disconnecting. After 3 days we've realised it's when there's an incoming call on our landline. Eventually after about an hour broadband comes back on. Installation is new (July 1st 2021) as are router and filters. OH works from home and this isn't acceptable!!!

Re: Landline calls disconnect broadband

jab1 — Thu, 30 Sep 2021 12:43:28 GMT

Is your phoneline noisy? Dial 17070 option 2 - after the initial confirmation of the phone number, there should be no noise other than the regular 'Quiet Line Test' message. Any other noise - report a PHONE fault.

Re: Landline calls disconnect broadband

Bikermel76 — Thu, 30 Sep 2021 14:14:51 GMT

Thanks! Will try that after she finishes work 😕 We're currently connected and the phone is unplugged in the hope that stops anyone calling and disrupting it 🤣

Re: Landline calls disconnect broadband

LaurenB — Thu, 30 Sep 2021 16:54:36 GMT

Hiya @Bikermel76, I'm sorry for the issues you're having with your service and inconvenience this is causing.

If you can please send us over a PM with your username we can run some tests on your line to see if this detects anything that could be causing the issues.

Re: Landline calls disconnect broadband

LaurenB — Fri, 01 Oct 2021 16:25:53 GMT

Thanks for the details @Bikermel76, I am really sorry for the issues you're having with your service.

Testing today has detected a potential broadband fault. To rule out this being from something internal, I would advise to have a run through our troubleshooting here: https://www.plus.net/help/broadband/connection-troubleshooting/ and connect to the test socket for the time being as shown here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Once done, please log a fault for further investigation here: https://faults.plus.net and we can get this progressed for you.

Re: Landline calls disconnect broadband

Bikermel76 — Fri, 01 Oct 2021 17:24:34 GMT

https://faults.plus.net/ just takes me to a pointless page with two paragraphs of text saying it will take me through a troubleshooter (re-doing everything I've already done). But it doesn't take me through anything, it's just text

Re: Landline calls disconnect broadband

BD — Sat, 02 Oct 2021 12:07:41 GMT

Hi @Bikermel76, thanks for getting back to us. We can report the fault this side if you're having issues doing so via the member center. Before we look to do so however can you confirm how the test socket check went? I ask as currently we're detected a "bridge tap" issue which essentially is in more cases an internal wiring issue and could be behind the issues you've been seeing. The troubleshoot step we advise in plugging into your test socket to see if the issues persist rules out a number of internal factors that could be behind this.
How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Please let us know how it goes and if the issues look to persist in this set-up. If so then we'll look at raising the fault this side to investigate further.

Re: Landline calls disconnect broadband

Bikermel76 — Wed, 20 Oct 2021 08:59:06 GMT

BT installed the master/ test socket inside a wardrobe, so it's pointless. They then extended a new master (without test) to the correct position on the other side of the brick wall, where the router has to be to serve the house. The phoneline is noisy, regardless of the phone being plugged into the correctly positioned extension master, the original master, or the test socket. The router initially connects, but is disconnected on an attempted call to the landline regardless of being plugged into any of the 3 socket options. There is clearly a fault on the landline, please report it.

Re: Landline calls disconnect broadband

jab1 — Wed, 20 Oct 2021 10:19:36 GMT

I would suggest in that case that you have a phone line issue.- have a look at this help topic:https://www.plus.net/help/phone/

Re: Landline calls disconnect broadband

pvmb — Wed, 20 Oct 2021 10:35:39 GMT

How to 'roll it yourself' with a PlusNet Line Test:

Text PHONE <landline number> to 07800008121

...and wait.

Re: Landline calls disconnect broadband

LaurenB — Wed, 20 Oct 2021 14:00:17 GMT

Hiya @Bikermel76, thanks for getting back to us and for the information regarding your set up. I am really sorry the issue is ongoing.

I have tested the line today and this is detecting a fault within the network, so we will need to get an engineer out for you. I have created a fault ticket here for you: https://www.plus.net/wizard/?p=view_question&id=218965253 please just reply on the ticket with the requested information.

If you give us a nudge on here once you have done it, we will get that picked up for you.

Re: Landline calls disconnect broadband

Bikermel76 — Wed, 20 Oct 2021 15:02:02 GMT

Replied on ticket @LaurenB Thanks

Re: Landline calls disconnect broadband

adam945 — Wed, 20 Oct 2021 18:14:48 GMT

Thanks a l;ot for getting back to us @Bikermel76

Looks like our Tech Support Team have beat us to it, and an appointment has now been arranged for tomorrow morning

Let us know how you get on afterwards and we'll be happy to follow up/.

Enjoy the rest of your evening.