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Incoming Calls: Disconnections and Packet Loss

FoolishlyWise
Grafter
Posts: 256
Thanks: 3
Registered: 16-02-2010

Incoming Calls: Disconnections and Packet Loss

Ah, so Ive had this issue before (yes, you lot must be getting annoyed).
When someone phones us, the internet connection goes. Same with me phoning the house phone number. Complete disconnection, DSL and Internet light goes off completley. Cant connect at all.
Heres the interesting thing: When I take out all the phones from the phone line (so you just have one router filtered), theres packet loss:
BEFORE CALLING IN
D:\Users\Aman>ping google.co.uk
Pinging google.co.uk [173.194.78.94] with 32 bytes of data:
Reply from 173.194.78.94: bytes=32 time=17ms TTL=48
Reply from 173.194.78.94: bytes=32 time=17ms TTL=48
Reply from 173.194.78.94: bytes=32 time=16ms TTL=48
Reply from 173.194.78.94: bytes=32 time=17ms TTL=48
Ping statistics for 173.194.78.94:
   Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
   Minimum = 16ms, Maximum = 17ms, Average = 16ms
AFTER PHONING IN:
D:\Users\Aman>ping google.co.uk
Pinging google.co.uk [173.194.78.94] with 32 bytes of data:
Request timed out.
Reply from 173.194.78.94: bytes=32 time=21ms TTL=48
Reply from 173.194.78.94: bytes=32 time=18ms TTL=48
Request timed out.
Ping statistics for 173.194.78.94:
   Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
   Minimum = 18ms, Maximum = 21ms, Average = 19ms
D:\Users\Aman>ping google.co.uk
Pinging google.co.uk [173.194.78.94] with 32 bytes of data:
Request timed out.
Reply from 173.194.78.94: bytes=32 time=18ms TTL=48
Reply from 173.194.78.94: bytes=32 time=16ms TTL=48
Reply from 173.194.78.94: bytes=32 time=16ms TTL=48
Ping statistics for 173.194.78.94:
   Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
   Minimum = 16ms, Maximum = 18ms, Average = 16ms
D:\Users\Aman>

I changed the filter too, get the same issue.
Seeing as I cant really go on fibre until much later, how can I sort this out? its becoming more than annoying now!
6 REPLIES
Community Veteran
Posts: 6,313
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: Incoming Calls: Disconnections and Packet Loss

Are you connecting the router to the master socket?  Does it have a split faceplate with a test socket behind?  If so, have you tried the same (router only connected) via a dangly filter direct in the test socket?
Problem sounds unusual but it would pay to eliminate internal wiring by trying the test socket.
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
FoolishlyWise
Grafter
Posts: 256
Thanks: 3
Registered: 16-02-2010

Re: Incoming Calls: Disconnections and Packet Loss

Yep, tried test socket behind the faceplate.
Same result.
Although I havent tried a different router...
Community Veteran
Posts: 6,313
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: Incoming Calls: Disconnections and Packet Loss

Does your router give decent logs?  Possible that these may indicate something.  As long as you've eliminated internal equipment by using the test socket you'd really want to try another router then, if you still have the problem, it would definitely be an external fault.
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
FoolishlyWise
Grafter
Posts: 256
Thanks: 3
Registered: 16-02-2010

Re: Incoming Calls: Disconnections and Packet Loss

Router logs are complete rubbish, they only cover today! Thus pointless. The logs (correct at 10:10am) are avalible at http://www.livefix.co.uk/logs.txt if your interested in reading them.
Il try and pull out a spare modem or router to test today. Hopefully Il be able to find one!
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: Incoming Calls: Disconnections and Packet Loss

Have you tried changing the filter that you've got the modem/router plugged into, with all else disconnected. The symptoms you describe could be a faulty filter or a line fault if it's not the modem/router. Who do you pay line rental to and can you hear any crackling or other noises on your phone line.
Plusnet Help Team
Plusnet Help Team
Posts: 13,001
Thanks: 143
Fixes: 47
Registered: 27-04-2007

Re: Incoming Calls: Disconnections and Packet Loss

Yep, changing the filter should be your next step if you've not tried that already.

We commonly find that if faults matching the description of yours aren't being caused by a filter then they tend to be a line fault in the exchange at or just prior to the point where the line divides into the PSTN and broadband networks.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team