Can't Use Phone and Internet at the Same Time
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Can't Use Phone and Internet at the Same Time
31-03-2017 10:38 AM
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Hi
I had a service call for a noisy phone line back in October and at the time the repairman said that they were fixing the line up to where it went underground and that it actually probably needed to be replaced underground, but that would take some time. That was never done. The line problem appeared to be fixed, but recently the line is a bit noisy again, nothing critical, and for some time I've noticed the internet line speed is terrible - never over 13 mb/s, the IP address seems to jump around and if I try to use the phone at the same time as the internet the internet connection drops out. I want to upgrade to fibre, but am very reluctant to while there is clearly a line fault of some description. I can't really report a noisy phone line again because it isn't. Any advice about how I can get this fixed is appreciated.
Thanks in advance
Jeri
Re: Can't Use Phone and Internet at the Same Time
31-03-2017 8:23 PM
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If it's noisy at all, report it as a line fault. It won't get fixed otherwise. A good line should be totally silent - if in doubt, do a "quiet line" test - dial 17070, and select option 2. After a short recorded message, you should hear nothing.
Re: Can't Use Phone and Internet at the Same Time
31-03-2017 10:37 PM - edited 31-03-2017 10:37 PM
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Hi there Jeri, first of all welcome to the community forums
I am sorry to hear you're having problems with your connection.
If by using your home phone, this causes your broadband to drop, I'd advise getting this raised as a broadband fault. If you haven't already, please can you run through the checks at http://faults.plus.net completing this to raise a fault to us.
Please feel free to let us know how you get on.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Can't Use Phone and Internet at the Same Time
01-04-2017 1:19 PM
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Hi, Thanks for the welcome and both sets of advice. I tried the broadband troubleshooter, but as the broadband is actually working until I use the phone and phone line is noisy the algorithm took me through to the phone troubleshooter. The line went dead when the line test was done and I was asked to phone support. A fault has been raised with a target complete of 04/04. Fingers crossed.
Thanks again.
Jeri
Re: Can't Use Phone and Internet at the Same Time
05-04-2017 8:48 AM
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Hi Jeri, I'm just following up on this.
I've checked your fault report and it looks like your fault was suspended in a state where our suppliers were asking for an appointment with you to progress it. As we hadn't picked this up, the fault has since timed out via their systems.
I've retested your line and I'm still detecting a fault on our suppliers network so I've raised this back to Openreach with an estimated response time of by 07/04/17 23:59:59
I plan on monitoring the progress closely and if we're asked to book an appointment again I'll let you know.
I apologise for the inconvenience caused.
Anoush.
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Re: Can't Use Phone and Internet at the Same Time
06-04-2017 5:41 PM
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Thanks for your patience @JulietHotel
Just another follow-up, it seems that the engineer today couldn't locate the fault.
The next step is to investigate this from a broadband perspective. I've updated your ticket with a couple of checks you could try before we book a broadband engineer. Please feel free to let me know how it goes.
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Re: Can't Use Phone and Internet at the Same Time
06-04-2017 5:53 PM
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Thanks for your message, Anoush. Yes the phone engineer was here today. He fixed a battery fault on the phone line and said he replaced the line from our home to the exchange. However when he did a final line test the broadband still dropped out. As he has done as much as he could on the phone line and has said he is limited to phone line work he has suggested that we get a broadband engineer in.
I appreciate your suggestions and now that the phone line issues have apparently been resolved we will take your advice and do what we can at home before we ask to book a broadband engineer. I'll let you know how we get on.
Many thanks
Jeri
Re: Can't Use Phone and Internet at the Same Time
06-04-2017 7:05 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Can't Use Phone and Internet at the Same Time
10-04-2017 2:01 PM
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Hi All
Back again. I did the tests/replacements I could at home per Anoush's reply. I bought a shiny new router and although I don't have a test socket I plugged the router into the master socket and replaced the microfilters. If anything, the connection is worse than it was before we got the phone line issues resolved. We did another line test yesterday morning and this raised another Question (#147558800) for which I am awaiting an answer. The constant dropping out is making life very difficult at the moment so we're looking forward to a resolution here.
The test results are as follows:
WP Product: WBC MAX24 mb/s (ADSL2+ Annex A) Uncapped Upstream
WP Profile: Generic Speed 4000 No Time Out Change
Ellacoya: Service_Offer_59
Connected for 0:7:0
40 drops in last 24 hours
68 drops in last 72 hours
KBD
Thanks for your support.
Jeri
Re: Can't Use Phone and Internet at the Same Time
10-04-2017 2:05 PM - edited 10-04-2017 2:16 PM
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I am sorry to hear your problems are continuing. It's likely we'll need to arrange an engineer, I'll take a look at your fault ticket you've raised shortly. @JulietHotel I've updated your fault ticket, if you let me know on here once you've replied I can get the fault progressed for you, thanks.
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Re: Can't Use Phone and Internet at the Same Time
10-04-2017 2:17 PM
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Great! Thanks, Anoush. An engineer would be fine and I note the statement you drew my attention to about equipment faults. I'd like to go ahead anyway once you've had a look at the fault ticket.
Kind regards
Jeri
Re: Can't Use Phone and Internet at the Same Time
10-04-2017 2:18 PM
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I think I may have edited my post at about the same time you replied.
I've updated your fault ticket for you.
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Re: Can't Use Phone and Internet at the Same Time
10-04-2017 4:31 PM
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Thanks, Anoush. Am just waiting for my partner to get back to me so we can respond to your update. More soon.
Best wishes
Jeri
Re: Can't Use Phone and Internet at the Same Time
10-04-2017 9:13 PM - edited 10-04-2017 9:13 PM
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Might need an e-side lift n shift. Be prepared to not accept no fault found - that does not mean there is no fault, rather the engineer has not looked hard enough or in the right places. If the obvious is not the issue then the obscure must be the issue.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Can't Use Phone and Internet at the Same Time
11-04-2017 10:11 AM
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Thanks, Townman. So far we've:
- Replaced the router with a Billion AC2400
- Replaced all cable
- Replaced the microfilters and subsequently bought brand new
- Done as direct a link as possible between the router and the master socket (we have no test socket)
- Removed everything using the broadband
- and retest, retest, retest
My partner & I are both in IT, but networking isn't our speciality so we know a bit generally and think we've done everything we can do at this end to isolate and/or resolve the problem.
I hope it isn't the case that there will be no fault/no fix because we have consistently cr*p service speeds. Currently we've got 1150 downstream, which is a bit lower than the upstream. Something has to change.
In any case, I gave availability for an engineer visit on our fault ticket last night so hopefully we can try to get to the bottom of this.
Best wishes
Jeri
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