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Newbie
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Message 1 of 8

connecting my broadband cuts out my telephone line

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I have set up my new Bt Home Hub 3 for BT broadband and BT sport. I also have a BT telepone line that previously worked perfectly.  For 2 days broadband, wireless and telephone worked perfectly, then we lost our telephone connection.

After following the help information of disconnecting and reconnecting anything pluged into a phone connection I realised that every time I connected to the boadband the telephone line cut out.

I have reportrd this as a fault and been on the online chat help line, without success.  Is there something I may have done incorrectly in the setup?  We have an all wireless computer, printer mouse and keyboard. 

 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: connecting my broadband cuts out my telephone line

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Can you get dial-tone on your phone when the HH3 is unplugged?

 

If you plug the HH3 in, and call your phone number from a mobile, do you get busy tone?

 

If you do, then it sounds like the HH3 is faulty, and looping the line.

 

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Newbie
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Message 3 of 8

Re: connecting my broadband cuts out my telephone line

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1. The number dials but does not connect when HH3 is connected.  When I disconnect HH3 phone works fine immediately

 

2. With HH3 connected if I call my landline from my mobile I get BT message"the person you are calling is on the phone".

 

Thanks 

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 8

Re: connecting my broadband cuts out my telephone line

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sorry but you are using a filter?



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Distinguished Sage
Distinguished Sage
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Message 5 of 8

Re: connecting my broadband cuts out my telephone line

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Then your home hub 3 is short circuiting the line, and is faulty. This can happen if the internal lightning protection device goes faulty, usually after a storm.

 

If you have access to another home hub, you could try that. If not, then Ring the BB helpdesk, and ask them for a replacement home hub.

 

Edit:- It could be a faulty filter, as IMJ has said, so its worth trying another one.

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Newbie
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Message 6 of 8

Re: connecting my broadband cuts out my telephone line

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I have tried all the suggested routes to solve my problem.  Old hub wouldn't connect to Internet.  Taking out filters made no difference.

 

What next?  Is the a line fault or a broad band fault.  Why was everything working perfectly until I changed to this new BT BB package?

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Distinguished Sage
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Message 7 of 8

Re: connecting my broadband cuts out my telephone line

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as Keith has posted you have a faulty hub and you need a replacement they do go faulty sometimes you need to contact the Broadband help line 08001114567 and ask them to send you a new hub
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Newbie
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Message 8 of 8

Re: connecting my broadband cuts out my telephone line

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Thanks for your help.  I have spent 5 days try to sort this problem and as you and Keith have said I think the HH3 is faulty.

BT are sending me a new one so hopefully all will work as it should.

Thanks again everyone for your support.

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