This topic

Broadband drops when receiving incoming calls

DazedandConfused100 — Fri, 18 Aug 2023 11:09:13 GMT

I've run a search on the site here and got a couple of hits from customers with a similar situation as me but without much information.

I have BT Broadband and BT Landline services although the BT Landline is barely used these days

My broadband service drops out (i.e. the smart hub reboots) when I receive an incoming call over BT Landline.

A couple of things that I've tried

i) Unplugging my landline phone (its old and doesn't work very well)

ii) Taking the faceplate off the master socket and plugging an old ADSL filter that I had straight into the wall socket

Neither change helped, i.e. the service/router still drops and recycles afteran incoming call

Any ideas?

Re: Broadband drops when receiving incoming calls

imjolly — Fri, 18 Aug 2023 11:24:25 GMT

sounds like you have a high resistance fault and need to report phone fault to CS 03301234150

Re: Broadband drops when receiving incoming calls

RobbieMac — Fri, 18 Aug 2023 12:51:08 GMT

Hey @DazedandConfused100

Thanks for your post and welcome back!

Sorry to see the problems you're having with your broadband connection when your phone rings. Let us know how you get on speaking with one of our guides in the helpdesk 🙂

Thanks,

Robbie

Re: Broadband drops when receiving incoming calls

DazedandConfused100 — Sat, 30 Sep 2023 09:03:42 GMT

Just to provide some closure here BT sent an engineer out and corrected a fault on the line which seems to have been the high resistance fault that @imjolly mentioned .

Re: Broadband drops when receiving incoming calls

DavidM — Sat, 30 Sep 2023 09:14:53 GMT

Thank for getting back to us @DazedandConfused100 . Great to hear it's been sorted.

Cheers

David