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hasf
Beginner
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Message 1 of 5

Adsl Broadband Disconnecting Whenever Receiving Incoming Phone Call

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Hello,

First of all id like to state that our internet has always been around 2.5mb-2.9mb  and ever since this problem started (few months) the adsl line management drops down our speed to 1.4mb and everything really becomes unusable.
To try and fix the issue i even bought a new line filter but the issue still occurs.

Every time we receive a phone call our Broadband will drop and home-hub will be flashing orange, i recently asked for an engineer from BT and one did arrive but it was reported for a telephone line fault, he straight away stated that the lady on phone should of made it a broadband fault, thus he carried out his tests and saw that the telephone line looked in pretty good condition with not much resistance, he stated that he will request them to send a broadband engineer.

The next day arrived and we heard nothing, i go back onto the bt track a fault page to state that it has not been fixed and the web page gets stuck in the loop which shows the loading wheel.

I am just requesting some help please because 1.4mb in 2019 really is awful.


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Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: Adsl Broadband Disconnecting Whenever Receiving Incoming Phone Call

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@hasf 

You need to eliminate any possible issue with your internal wiring, or the way you have things connected up.

What does your master phone socket look like?

Master socket with one socket

Or

Master socket with two sockets

 

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hasf
Beginner
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Message 3 of 5

Re: Adsl Broadband Disconnecting Whenever Receiving Incoming Phone Call

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It is already connected into the test socket and still kept happening. It is the top second picture.

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Moderator
Moderator
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Message 4 of 5

Re: Adsl Broadband Disconnecting Whenever Receiving Incoming Phone Call

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@hasf Welcome to the community and thanks for posting, I'm sorry to see your broadband drops when the phone rings. As it's happening when in the test socket it's likely to be a fault on the network.  I've sent you a Private Message with details on how you can get in contact with the mod team if you'd like help getting this sorted.

Community ModeratorNeilO
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Moderator
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Message 5 of 5

Re: Adsl Broadband Disconnecting Whenever Receiving Incoming Phone Call

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Hi @hasf ,

I called you a few minutes ago to let you know that the fault should now be fixed.

Can you let me know if everything is now working and that the broadband has stopped dropping when the phone rings?

Matt

Community ModeratorMatt
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