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Ticket #45903488 Calls dropping connection

meagles79
Grafter
Posts: 37
Registered: 06-06-2011

Ticket #45903488 Calls dropping connection

Hi
My tickets been in since 25th Aug regarding the above fault , but it seems the tech team insist on telling me my broadband is fine ggrrrrr. i don't expect much from my line as its got so much Aluminium in it with a 63.5 lose i dont expect any more than 2mb at best  Sad but i would like it stable and not dropping on every incoming call i receive . I thought when bb drops on calls its a line fault . Router is new filter also .
Mark.
66 REPLIES
lexusuk
Grafter
Posts: 567
Registered: 20-10-2009

Re: Ticket #45903488 Calls dropping connection

Hi meagles79,
I've performed several tests on your line this afternoon (between 14:30 and 15:00) but I could not find a fault.  Bear in mind that the line testing will likely have caused your broadband connection to drop out several times so you can ignore these disconnections.  It's common with this type of issue for the line testers to not show the fault.
The best thing you can do is reduce your internal setup to an absolute basic level.  That being a filter plugged in to the test socket with a single corded telephone and your broadband router as below:

You should then allow the broadband connection to be established and call your landline from your mobile to see if you can replicate the issue.  If you can test the line with an alternative router and an alternative telephone handset that is ideal.  The reason for this internal testing is because you will almost certainly need an engineer to come out and look at your line to resolve this.  This means you should ensure the fault is not related to your internal equipment in any way to avoid having to pay any abortive visit charges.
If you have tested your internal setup thoroughly and you believe the fault to be external to your property then either post in this thread or on your fault ticket confirming this and we'll arrange an appointment for you.
meagles79
Grafter
Posts: 37
Registered: 06-06-2011

Re: Ticket #45903488 Calls dropping connection

Ok this has already been done your diagram now at 15.08 i'm calling my land line , and it dropped new ip 87.114.198.200 , and now again @ 15.15  new ip 91.125.143.118 , i can go on all afternoon if you wish.
lexusuk
Grafter
Posts: 567
Registered: 20-10-2009

Re: Ticket #45903488 Calls dropping connection

No that won't be necessary.
Can you confirm that the telephone line is working absolutely fine?  No calls dropping out mid call and no background noise etc?
meagles79
Grafter
Posts: 37
Registered: 06-06-2011

Re: Ticket #45903488 Calls dropping connection

Calls have been a  bit noisy of late , but it seems to have good days and bad days , today being bad, no, calls do not drop out mid call just can get a bit fuzzy now and then whilst in use (corded phone).
lexusuk
Grafter
Posts: 567
Registered: 20-10-2009

Re: Ticket #45903488 Calls dropping connection

I'll be in touch shortly.
lexusuk
Grafter
Posts: 567
Registered: 20-10-2009

Re: Ticket #45903488 Calls dropping connection

As discussed, an engineer is now booked for Monday.  We'll go forward from there.
meagles79
Grafter
Posts: 37
Registered: 06-06-2011

Re: Ticket #45903488 Calls dropping connection

Many thanks Alex

Mark
Community Veteran
Posts: 26,657
Thanks: 884
Fixes: 10
Registered: 10-04-2007

Re: Ticket #45903488 Calls dropping connection

I've seen a post on another forum that said they cured dropping with an incoming call by double filtering the phone - you've nothing to lose by trying it.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 158
Fixes: 55
Registered: 27-04-2007

Re: Ticket #45903488 Calls dropping connection

FYI these issues (assuming filters have been swapped out) are normally exchange based and get resolved with an engineer visit.
@meagles79 Either myself or Alex will get back to you after the engineer visit to see how things are going.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
meagles79
Grafter
Posts: 37
Registered: 06-06-2011

Re: Ticket #45903488 Calls dropping connection

BT PSTN Engineer has just been , he has found no fault with the line, he called the line to see if the broadband would drop but unfortunatly it did not , so just out of me being me and not accepting a fault can just disapear like that i called it , and guess what boom line dropped typical Sad
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Ticket #45903488 Calls dropping connection

Hmm, notes are showing that an underground wiring fault was identified and resolved as part of the visit. We'll run another test on there and pass it back for more investigation for you, and update you as soon as that's been done.
meagles79
Grafter
Posts: 37
Registered: 06-06-2011

Re: Ticket #45903488 Calls dropping connection

He replaced the joints into the house , he said that this would probably not fix it but worth a try lol.
just has a call come through and sure enough it dropped .
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 158
Fixes: 55
Registered: 27-04-2007

Re: Ticket #45903488 Calls dropping connection

Thanks for letting us know and I'm sorry to hear that this is still an issue. I've rejected our suppliers clear on the fault and have asked for further investigation to be done at the exchange.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
meagles79
Grafter
Posts: 37
Registered: 06-06-2011

Re: Ticket #45903488 Calls dropping connection

No problem
11am a Openreach Engineer knocked on the door, nice and quick from the rejection lol.
he has installed some equipment (disconnected the line) i think he reffered to "HAWK" he is now checking all the wiring back to the exchange , if he cannot find the HR fault he said he will use my second pair to see if that clears the fault .
The problem of disconnection on incoming call was present when he tried (thank god) so he knows there is a fault somewhere