Use Of Phone Disrupts Broadband
Use Of Phone Disrupts Broadband
When I was with BT Fibre for 12 months on three occasions a fault arose that when the phone was used the call would disrupt the broadband service. The phone call using a corded phone would cause the broadband to disconnect the Smart Hub 6 would revert to a flashing orange light meaning the hub was trying to reconnect to the broadband even when plugged into the test socket of the NTE5C MK4 master socket. The problem has returned last night the phone was used and during the duration of the phone call the broadband connection was lost the router could not connect the broadband. Once the phone was replaced then router managed to regain the broadband connection.
Today the corded phone and broadband router are connected via an inline micro filter If the corded phone hand set is lifted it causes a disruption to the broadband service. I also tried the 17070 option 2 quite line test which resulted in the loss of broadband for about 45minutes even though there was no noise on the line.
The router was repeatedly trying to reconnect but was unsuccessful on each cycle, so I switched the router off. I changed the router, RJ11 cable and In line micro filter and plugged into the test socket the same result no broadband connection could be achieved. I switched this this router off and reverted to the original router and set up still plugged into the test socket and waited for half an hour then switched the router back on after the third cycle a broadband was achieved. The problem persist as just lifting the hand set wait a while and replace the hand set causes disruption to the broadband. If the hand set is lifted then and wait for the audio warning tone to replace the hand set then this causes the broadband to drop out.
Thank you @RandallFlagg for your response.
I would have thought this to be a broadband fault not a phone fault.
The drop out occur with two different corded phones.
The Broadband dropped out again but for no apparent reason at 18:55 and the router would not
resynchronise so had to be turned off.
Turned back on at 20:00 and the router manage to synchronise.
I have been to the link and the only option seems to be to use the phone, which will cause the broadband to drop out. Is this what PlusNet really advise I have to do.
Hello @RandallFlagg
Another drop in connection purely by lifting the hand set and listening to some rustling noise on the line.
A couple of minutes after another drop in connection the router would not re synchronise so had to be turned off. After 10 to 15 minutes turned the router back on but no synchronisation turned the router of again, tried this 3 times during one of these I was logged into the router and momentarily the stats came up I noted that the SNR downstream was at -4.2 which is probably why the synchronisation would not hold as you can see the synchronisation is all over the place.
Will try the fault report form but it would not work last night.
Tried where you pointed me to the form is no working fill in the form with name, telephone number. other and type text into box. click on check line all that comes up is blank page with 403 in top left hand corner.
Sorry to hear you're experiencing connection problems.
I'd recommend raising a broadband fault to as the this kind of problem needs to be investigated by a broadband engineer.
If you can raise the fault to us at http://faults.plus.net letting us know over here when you've completed it we'll be happy to pick it up.
(One of the questions the troubleshooter will ask you to check for noise on the line, please select the option that the line is clear as we'd need to progress this as a broadband fault).
Thank Your @Gandalf for your response.
The fault has been raised at the place you pointed to.
One of the questions was what happens to the DSL light when the connection drops the options were stays on / flashes, in fact it goes out.
The test seem to have caused another drop at 14:50 so had to reboot router again to get broadband back.
@Gandalf Thanyou for your response.
Have entered three date for engineers visit.
Random drops now all the time.
The router just goes round in circles goes through boot up process up to DSL light coming on then before internet light comes on all lights go out quick red flash on power light another circle starts. The router has to be switched off and wait 15 minutes to regain broadband.
High SNR downstream on two routers.
