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Aspiring Contributor
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Message 1 of 12

Broadband dropping and phone calls interrupting connection

I am aware that these technical issues may have been covered in other posts, but as a new member I wanted to ensure my problem wasn’t lost.  Apologies if this is incorrect etiquette.

 

For the past few weeks, my Home Hub 2 has been dropping its connection.  As a result, the speed is now a quarter of what it was (I understand this is "training" and/or DLM).  I have carried out a few experiments and found that calling the phone number always now drops the broadband.  I have tried removing the two phones, to the extent that all I have connected is the Hub. Even then dialling the number from my mobile causes connection to be lost.  I have tried 3 or 4 different microfilters without success.

 

I have a very old style socket, with no removable faceplate or test socket behind, so I don’t know what else to try.

 

Any ideas gratefully received.

 

Many thanks

 

David

 

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11 REPLIES 11
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Distinguished Sage
561 Views
Message 2 of 12

Re: Broadband dropping and phone calls interrupting connection

You need an Openreach engineer visit as it sound you have a High resistance joint which is causing your disconnections
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Highlighted
Aspiring Contributor
559 Views
Message 3 of 12

Re: Broadband dropping and phone calls interrupting connection

Many thanks for your prompt response.

 

I did try a live chat with BT support and they also suggested an eningeer visit, but at £99 basic.  Is that right?

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Highlighted
Distinguished Sage
555 Views
Message 4 of 12

Re: Broadband dropping and phone calls interrupting connection

there is only a charge if the fault is found with your internal wiring or equipment after the master socket
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Highlighted
Aspiring Contributor
554 Views
Message 5 of 12

Re: Broadband dropping and phone calls interrupting connection

You probably cannot answer this question, but would yoiu have an idea what is more likely with such a problem?

 

Does the fact that my wiring is obviously very old make a difference?

 

If I decided to go with Infinity would all the wiring be upgraded inclusive of that installtion so that I avoid repair costs if applicable?

 

Many thanks 

 

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Highlighted
Distinguished Sage
550 Views
Message 6 of 12

Re: Broadband dropping and phone calls interrupting connection

Hi the only change that is made if you move to infinity is the face plate of the master socket
the fault is most likely a faulty joint somewhere between your home and the exchange
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Aspiring Contributor
548 Views
Message 7 of 12

Re: Broadband dropping and phone calls interrupting connection

OK.  I will probably arrange an engineer's visit and hope they don't keep missing the appointments as they did the last time I called them out.

 

Many thanks for your help

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Highlighted
Distinguished Sage
546 Views
Message 8 of 12

Re: Broadband dropping and phone calls interrupting connection

Pleased to help any time post back with how you get on as it can help others
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Highlighted
Aspiring Contributor
543 Views
Message 9 of 12

Re: Broadband dropping and phone calls interrupting connection

Just to update you.  I carried out some more tests.

 

I had an old BT Hub 1.0 and connected that and got the same problems, ruling out a fault with the existing Hub.

 

I then moved a wireless keyboard and mouse extender away from the hub and for a moment thought that was working.  But it didn't last long!

 

I then connected by ethernet and again had false success.  Calling my number doesn't seem to cut the connection that often, but I have had a couple of random drops whilst composing this post.

 

Does this help or cloud the issue?  Is it more likely to be a wireless issue?  Should I stick with ethernet for the time being?

 

I will hold off calling the engineer until I see how it performs.

 

Thanks again.

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Highlighted
Aspiring Contributor
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Message 10 of 12

Re: Broadband dropping and phone calls interrupting connection

Unfortunately, after a few days, I've still suffered disconnects both when the phone rings and randomly.  Just now it cut out suddenly with the result that my profile's speed has been halved again.

 

I got no noise on the quiet line test the other day, but there does seem to a be little there now. I guess I need an engineer visit, but would appreciate confirmation.  My stats are as follows:

 

ADSL line status

    

Connection information
Line stateConnected
Connection time0 days, 0:08:39
Downstream1,871 Kbps
Upstream779 Kbps

 

ADSL settings
VPI/VCI0/38
TypePPPoA
ModulationITU-T G.992.3
Latency typeInterleaved
Noise margin (Down/Up)26.6 dB / 7.5 dB
Line attenuation (Down/Up)20.0 dB / 11.7 dB
Output power (Down/Up)0.0 dBm / 10.3 dBm
Loss of Framing (Local)207
Loss of Signal (Local)30
Loss of Power (Local)0
FEC Errors (Down/Up)0 / 0
CRC Errors (Down/Up)0 / N/A
HEC Errors (Down/Up)N/A / 0
Error Seconds (Local)437
 
   

 

Many thanks

 

 

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