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Aspiring Contributor
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Message 11 of 17

Re: Incoming telephone calls cause broadband to drop out

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Just an update...

 

I have been in contact with one of the Moderators here as telephoning 151 did not result in any way forward. The Mod is going to arrange an engineer visit.

 

I am however having issues with my reply to the Mod. Whenever I receive an email from him and reply I get...

 

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Hello,

 

 

We’ve received an email reply from you relating to the incident reference number shown above, however the email address you sent it from doesn’t match that of the original enquiry.

 

If you’re a BT customer and wish to reply to an email from us, please use the email address you originally used. We’re sorry for this inconvenience, but it’s necessary to protect your privacy.

 

Regards

 

BT Customer Services

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I am using the same email address and have to resort to raising another ticket to respond. Very frustraating. Any clues?

 

Barry

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Distinguished Sage
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Message 12 of 17

Re: Incoming telephone calls cause broadband to drop out

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are you using the same email address you used when you registered with the forum ?
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Aspiring Contributor
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Message 13 of 17

Re: Incoming telephone calls cause broadband to drop out

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Thanks John I have now solved the email issue. I guess this was off-topic, my apologies to the Mods.

 

Barry

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Aspiring Contributor
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Message 14 of 17

Re: Incoming telephone calls cause broadband to drop out

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Update...

 

Thanks to a Mod (David M) I had an engineer visit yesterday. He found no issues at my address so went of to the exchange. After an hour or so he called me and we tested the system by making incoming and outgoing calls. All calls failed to display the broadband drop-out problem and it has worked without issue since. It appears that the problem also occured on outgoing calls which I had not noticed, the broadband dropped after around 45 seconds after the in/out call.

 

I asked the engineer what he did so I could report back here and he said 'I have changed some ports' Not very informative but that's all I got.

 

Thanks David for your help with this problem, it is very much appreciated.

 

Barry

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Aspiring Expert
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Message 15 of 17

Re: Incoming telephone calls cause broadband to drop out

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I had (may still have) this problem for about the last 5 years when on adsl \ LLU and recently, when I migrated to Infinity 2.

Getting it sorted is an absolute mare especially if you have a separate telephone and ISP. They each bat the problem back and forward between themselves taking no responsibility and push the blame onto the end user.

I forgot the number of times I was told to
change the filters
change the modem router
change the telephone
plug into the test socket etc

I had no extension wiring but they tried to say this was the reason for the intermittent dropping of net connection when making \ receiving phone calls.

People on thinkbroadband suggested a line fault likely to be a high resistance connection in the cabinet.

When I migrated to Infinity, I was told calls wouldnt make the net connection drop. Well, 2 calls out of 4 did!

Got the engineers out. First one said he changed some connection but the next call dropped the net. Got another engineer who changed something in the cabinet to do with the exchange side and distribution side.

Have had one call so far and the net hasnt dropped. Yet!
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Distinguished Sage
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Message 16 of 17

Re: Incoming telephone calls cause broadband to drop out

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Hi   curiousfellow

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

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Distinguished Sage
Distinguished Sage
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Message 17 of 17
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Re: Incoming telephone calls cause broadband to drop out

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