Broadband drops when receiving incoming calls

[DazedandConfused100]

Hi

I've run a search on the site here and got a couple of hits from customers with a similar situation as me but without much information.

I have BT Broadband and BT Landline services although the BT Landline is barely used these days

My broadband service drops out (i.e. the smart hub reboots) when I receive an incoming call over BT Landline.

A couple of things that I've tried

i) Unplugging my landline phone (its old and doesn't work very well)

ii) Taking the faceplate off the master socket and plugging an old ADSL filter that I had straight into  the wall socket

Neither change helped, i.e. the service/router still drops and recycles afteran incoming call

Any ideas?

[imjolly · Accepted solution]

sounds like you have a high resistance fault and need to report phone fault to CS 03301234150

[RobbieMac]

Hey @DazedandConfused100 

Thanks for your post and welcome back!

Sorry to see the problems you're having with your broadband connection when your phone rings.  Let us know how you get on speaking with one of our guides in the helpdesk 🙂

Thanks,

Robbie

[DazedandConfused100]

Just to provide some closure here  BT sent an engineer out and corrected a fault on the line which seems to have been the high resistance fault that @imjolly mentioned .

[DavidM]

Thank for getting back to us @DazedandConfused100 . Great to hear it's been sorted.

Cheers

David