cancel
Showing results for 
Search instead for 
Did you mean: 

Landline calls disconnect broadband

Bikermel76
Hooked
Posts: 6
Registered: ‎11-08-2020

Landline calls disconnect broadband

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!!!
12 REPLIES 12
jab1
Legend
Posts: 17,227
Thanks: 5,535
Fixes: 258
Registered: ‎24-02-2012

Re: Landline calls disconnect broadband

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.

John
Bikermel76
Hooked
Posts: 6
Registered: ‎11-08-2020

Re: Landline calls disconnect broadband

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 🤣
LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
Fixes: 131
Registered: ‎07-12-2017

Re: Landline calls disconnect broadband

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
Fixes: 131
Registered: ‎07-12-2017

Re: Landline calls disconnect broadband

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Bikermel76
Hooked
Posts: 6
Registered: ‎11-08-2020

Re: Landline calls disconnect broadband

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
BD
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,359
Fixes: 86
Registered: ‎24-04-2017

Re: Landline calls disconnect broadband

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.

Bikermel76
Hooked
Posts: 6
Registered: ‎11-08-2020

Re: Landline calls disconnect broadband

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.
jab1
Legend
Posts: 17,227
Thanks: 5,535
Fixes: 258
Registered: ‎24-02-2012

Re: Landline calls disconnect broadband

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/

John
pvmb
Aspiring Pro
Posts: 587
Thanks: 71
Fixes: 2
Registered: ‎12-02-2014

Re: Landline calls disconnect broadband

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

Text PHONE <landline number> to 07800008121

...and wait.

LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
Fixes: 131
Registered: ‎07-12-2017

Re: Landline calls disconnect broadband

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Bikermel76
Hooked
Posts: 6
Registered: ‎11-08-2020

Re: Landline calls disconnect broadband

Replied on ticket @LaurenB Thanks
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Landline calls disconnect broadband

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 Smiley

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

Enjoy the rest of your evening. Smiley

 Adam
 Plusnet Help Team - Leeds