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Albany
Aspiring Contributor
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Message 1 of 22

Broadband dropping

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Hi Can anyone tell me why my broadband drops off whenever I receive calls on my landline. I have tried all tests but problem still persists.

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Distinguished Sage
Distinguished Sage
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Message 2 of 22

Re: Broadband dropping

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Welcome to this user forum.

What does your master phone socket look like?

Master socket with one socket

Or

Master socket with two sockets

Do you have any other sockets, or extension wiring?

Which BT Home hub are you using?

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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Albany
Aspiring Contributor
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Message 3 of 22

Re: Broadband dropping

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The box is the first one on the top line. I am on hub 4  type A

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Albany
Aspiring Contributor
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Message 4 of 22

Re: Broadband dropping

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Sorry forget to say no noise whatsoever. The hub just goes to orange everytime
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Distinguished Sage
Distinguished Sage
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Message 5 of 22

Re: Broadband dropping

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@Albany wrote:

The box is the first one on the top line. I am on hub 4  type A


I assume you must be on normal broadband, as the hub 4 does not work on fibre, without a modem?

Can you please connect thing up as shown below, and see if you still get the disconnections?

infinity_test.jpg

If you do have any other extension sockets, you should see the wires connected to the back of the faceplate, like this.

back_master_ext.jpg

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Albany
Aspiring Contributor
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Message 6 of 22

Re: Broadband dropping

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I have no other extensions. Have just tried the two filter check and it is still happening. Have had this for 18 months now but no one at BT can sort it for me,

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Distinguished Sage
Distinguished Sage
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Message 7 of 22

Re: Broadband dropping

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@Albany wrote:

I have no other extensions. Have just tried the two filter check and it is still happening. Have had this for 18 months now but no one at BT can sort it for me,


Can you please confirm whether you are on normal broadband, or fibre broadband, as you have posted on the fibre board?

 

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Distinguished Sage
Distinguished Sage
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Message 8 of 22

Re: Broadband dropping

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if you connected filter to test socket as shown by  @Keith_Beddoe does youe connection still drop if you receive a phone call?  drop when making a call?



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Albany
Aspiring Contributor
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Message 9 of 22

Re: Broadband dropping

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I must be on normal broadband

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Distinguished Sage
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Message 10 of 22

Re: Broadband dropping

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@Albany wrote:

I must be on normal broadband


This thread is now on the correct board.

Can you please answer the question by @imjolly regarding the use of the test socket?

Also, can you please say whether your phone line comes from a pole, or does it come in underground?

There are a few things that can cause the problem you are having, assuming you still get the disconnections while using the test socket.

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