Why would internet be lost on making/receiving telephone call

[#1]

Hi,

Any suggestions why whenever we make or receive a phone call, the internet drops out? The router loses connection.

Recently BT have replaced the master socket ... erm, face plate? To put in a mk2 dual socket thing so we shouldn't need a filter, but i've also unscrewed and removed that to directly plugged in up to 3 different adsl filters into the master socket, and the problem continues. So that's direct into master socket either with their mk2 or with several different fiters.

Should add we had noise on the phone line which has had BT out twice and finally seems to have resolved (so no more crackling on the telephone), but this internet dropping they say is Plusnet, not them. I'm sceptical obviously as both the noise and then this developed in the last few weeks/months despite having Plusnet for years.

It really compounds the problem in the fact that internet banking requires fielding a phone call from the bank where you give it the digits displayed on the pc. Of course, the connection is dropped and I assume knackers the session, as on resumption... it fails every damned time to work! 

Any suggestions as to potential causes before making phone calls?

[#2]

Sounds to me like you still have a phone fault, even if you say the noise has gone.

Can you upload the Helpdesk tab from your router - deleting any personal information?

[#3]

Thanks for the reply - here's the helpdesk output

Information for Helpdesk agents

When contacting the Plusnet Broadband helpdesk, the agent might ask you for details about your Plusnet Hub. This page contains all of the information they are likely to request.
1. Product name:	Plusnet Hub
2. Serial number:	Can provide if required!
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated Unknown
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:30:14
6. Data rate:	5533 / 22604
7. Maximum data rate:	5539 / 22735
8. Noise margin:	6.0 / 6.2
9. Line attenuation:	28.6 / 27.3
10. Signal attenuation:	28.6 / 25.0
11. Data sent/received:	1.1 GB / 27.3 GB
12. Broadband username:	*********@plusdsl.net
13. 2.4 GHz Wireless network/SSID:	PLUSNET-7ST7
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	PLUSNET-7ST7
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:	d0:57:94:a2:92:f6
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

[#4]

Thanks for that, @MikeJG . There is nothing in that to give rise to any real concern, although sight of this report:https://www.broadbandchecker.btwholesale.com/#/ADSL would be interesting, given the speed and attenuation figures quoted - again, make sure your phone number is not visible.

BTW, the claim by BT/OR that is Plusnets fault is demonstrably untrue..

[#5]

Many thanks again, will get back on them as apparently a phone call earlier we couldn't even hear the individual talking for about 20s due to the noise. Maybe 3rd times the charm engineer wise <_<

Telephone Number xxxxxx on Exchange "Insert Village name" is served by Cabinet 2

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
	High	Low	High	Low
VDSL Range A (Clean)	38.6	22.4	7.9	6	19.7	Available	Available	--
VDSL Range B (Impacted)	37.9	20	7.8	5.4	16.5	Available	Available	--

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
FTTP on Demand	330	30	--	Available	--

ADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	ADSL Availability Date	WBC SOADSL Availability Date	Left in Jumper
WBC ADSL 2+	Up to 5.5	--	3 to 8	Available	Available	--
WBC ADSL2+ Annex M	Up to 5.5	Up to 1	3 to 8	Available	Available	--
ADSL Max	Up to 4	--	3 to 7	Available	Available	--
WBC Fixed Rate	2	--	--	Available	Available	--
Fixed Rate	2	--	--	Available	--	--

Observed Speeds	VDSL
Max Observed Downstream Speed	27.63
Max Observed Upstream Speed	5.45
Observed Date	2021-05-09

Other Offerings	Availability Date
VDSL Multicast	Available
ADSL Multicast	Available

Premise Environment	Status
Bridge Tap	N
VRI	N
NTE FacePlate	N
Last Test Date	26-04-2021

Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	N
SOADSL Restriction	Y

The premise/line is associated with exchange which is NOT part of current fibre priority programme.

The premise/line is associated with exchange where WLR is not withdrawn.

The premise/line is associated with exchange where SOADSL service is restricted.

FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 3 Jul 2017.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

Thank you for your interest

[#6]

Given your attenuation figures, I would have expected slightly better speeds, but maybe the cabling is not that straight.

All that looks OK, so no suggestions on improvements I'm afraid. BUT you need to get BT/OR to sort the voice side out - it is nothing to do with Plusnet.

[#7 · Accepted solution]

On the contrary if phone calls drop broadband and the phone works OK then this would be considered a broadband fault so getting a broadband engineer visit may likely prove better than a telephone engineer. 

If anything internal has been ruled out I suspect there’s a faulty line card at the exchange. 

[#8]

It's not clear from the OP whether the voice service is with BT Retail or Plusnet.

[#9]

Either way I’d say a broadband fault is the way to go 

[#10]

This was Open Reach issue with the lines - specifically, noisy line - faulty connections at the pole, underground, cabinet etc. The reason for the drop in connection is apparently the resistance on the line is high, and so with a phone call + internet, it went south. So thanks for input, took a lot of engineers over time. 

More detail if interested... we've an odd mix of lines in the village, including a length of Aluminium line between copper, which may be replaced as it slows broadband as it's higher resistance than copper; meaning we get slower than anticipated broadband anyway.

It would appear that their tests showing "bridge trap" (or tap?) making everyone thing it's internal, when visiting premise they all went "erm, you're directly into the test socket with nothing else anywhere ... so *not* a bridge trap" (or tap, whatever - totally technical me ).

They found faults at the telephone pole, then subsequently underground between pole and local cabinet, and then again back at the pole with a connection that got inadvertently disconnected as it was that bad (so we lost everything this morning before engineer arrived). Some engineers had just switched us to a "spare" line, which had a fault as well, hence why it's taken so damned long to resolve.

Fingers crossed we've no more issues, just seems the lines outside are trash though - as Open Reach are on the road most days fixing/replacing things and people are all complaining of issues.

So cheers for all the input, and "fixed" may help indicate potential problems if anyone searches for similar.