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Broadband Dropping Out and Poor Line Quality During Phone Calls

llyrroberts
Newbie
Posts: 3
Registered: 15-01-2014

Broadband Dropping Out and Poor Line Quality During Phone Calls

Good afternoon Plusnet,
I have an issue that causes interference on my phone line during calls and it also causes the broadband connection to loose sync.
The broadband connection is stable when the phone is not in use, but drops as soon as the phone is picked up.
During phone calls there is static on the line and you can also hear the router trying to re-establish the connection. As soon as the router is switched off the phone line is clear and both parties can be heard.
I've replaced both microfilters with new, but this did not help.
I'm unable to test the router in a test socket to see if there is a problem with the internal wiring and I don't have a master socket either. The phoneline comes into a junction box in the house and it is split there to the two sockets I have in the house.
Does anyone have any suggestions as to what may be causing this?
7 REPLIES
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Broadband Dropping Out and Poor Line Quality During Phone Calls

Hi llyrroberts,
Welcome to the forum, I'm sure one of the Plusnet CRT will take a look at this for you.
So you never hear any noise on the phone line when the router isn't connected?
Does the Broadband drop just with an incoming call, when there is ringing, or also with an outgoing call?
Do you pay your line rental to Plusnet? That internal wiring which may be an old standard, and lack of Test socket won't help.
Is it the TG582n modem/router? If so, can you login to it and post the Firmware version and other details that are in the same box?
Also whilst you are logged in, the Full DSL stats that's shown at http://192.168.1.254/cgi/b/dsl/dt/?be=0&l0=2&l1=0 - the link will take you straight to the page. Just do a copy and paste of the whole stats area using your cursor.
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: 11-06-2007

Re: Broadband Dropping Out and Poor Line Quality During Phone Calls

Hi llyrroberts,
Welcome to the forum, I'm sorry to hear you're seeing problems with the connection at present.
As Anotherone has hinted at, this does sound a lot like what would be a filtering problem as the microfilter should split the broadband and phone line signal so that they don't affect each other which seems to be happening in this case.
The state of the internal wiring and sockets is a little worrying as it could well be hindering the situation given that certain tests can't be carried out in order to rule out your internal wiring, equipment or set up. Given this I have run through a quick set of broadband diagnostics to see if we can see anything and the results seem to indicate that no fault is found.
Your line does show disconnections however there is no uniform pattern to them and they aren't too frequent at the moment:
<img src="http://community.plus.net/visualradius/generated/image14096683187973.png"/>
Unfortunately your phone service isn't with us so I'm not able to run any tests on this specifically for the phone to see if anything is flagged however your phone provider should be able to do this for you if you're able to contact them.
In addition to this, have you been able to test the connection and line with an old wired phone to see if this rectifies the problem? Also could be a good idea to test with another set of filter (if the one you used weren't new) as well as another router if you have access to these or could borrow them.
In the meantime, I would suggest seeing what you get back from your phone provider as it sounds like most of the tests you can do have been done so the next step from us would be to look at pushing this to an engineer visit however there could be a risk of charges for this if the issues sits with your internal setup so we need to explore all avenues we can before we go down that route.
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Broadband Dropping Out and Poor Line Quality During Phone Calls

Adam, I wasn't hinting at a filter problem, the filters have been changed, for new ones as I read it.
If this is a cordless phone you have llyrroberts, is it relatively new?  Has anything changed around the time the problem started?
If it's a cordless phone you could try "double" filtering it. Leave the modem/router plugged into it's existing filter and plug a second filter into the first and plug the phone into the second.
If you do talk to your phone provider, don't use any automated service, speak to an adviser. Tell them you get intermittent crackling noise on the line and you don't have a Test socket, can they run some tests. Don't mention the broadband or you'll get the run around.
llyrroberts
Newbie
Posts: 3
Registered: 15-01-2014

Re: Broadband Dropping Out and Poor Line Quality During Phone Calls

Thanks for the input guys.
The problem occurs on all incoming and outgoing calls. Even just picking up the handset and you can hear the interference. As soon as the router is powered down the line is clear.
The microfilters are brand new ones, but the problem is the same.
The two phones are wired units and the router is a Thomson TG 585 V7.
Trying with the each phone disconnected also displays the same symptoms.
Here are the stats from the router
Product Name: TG585 v7
Software Release: 7.4.4.7
Software Variant: DN
Boot Loader Version: 1.0.0
Product Code: 36315250
Board Name: CANT-P
DSL Connection
Link Information

Uptime: 0 days, 0:20:39
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 965 / 8,099
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 2.00
Output Power (Up/Down) [dBm]: 12.5 / 0.0
Line Attenuation (Up/Down) [dB]: 15.0 / 32.0
SN Margin (Up/Down) [dB]: 5.5 / 2.5
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 41 / 0
Loss of Signal (Local/Remote): 5 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 37 / 0
FEC Errors (Up/Down): 4,294,967,125 / 1,557,094
CRC Errors (Up/Down): 4,294,967,125 / 39
HEC Errors (Up/Down): 0 / 36
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Broadband Dropping Out and Poor Line Quality During Phone Calls

I'd do a quick edit on that post and remove part of that serial number.
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Broadband Dropping Out and Poor Line Quality During Phone Calls

Your sync speed (bandwidth down) is poor for your line attenuation especially as the SN Margin is also low. The connection may be banded but that speed is a touch low for that. My immediate reaction would be that you need to try another modem/router to eliminate that as a possible cause. It's a 585v7 which is getting on a bit now. Whilst there are still some around working perfectly, it's still possible that it's got to the end of it's useful life.
Can you borrow another, or do you have a spare?
llyrroberts
Newbie
Posts: 3
Registered: 15-01-2014

Re: Broadband Dropping Out and Poor Line Quality During Phone Calls

I know someone with a version 8, I'll see if I can borrow it.
Thanks for the advice.