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supernoodles
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Message 1 of 25

Fibre cuts out when using the phone in any form.

Hello first and foremost i would like to appologise as i am not a BT customer but actually a Plusnet customer and im having no joy on their forums but i am considering changing to BT for various reasons so i thought i would test the waters over here with a fault i've been having.

 

I do appologise if this post is very long winded

 

Now for a little bit of information any time i pick up my landline or recieve a call on my landline or recieve a call without a phone even attached to the socket my Fibre will go down.

 

Now i currently get 46 down and around 6 up with plusnet the interesting thing is when i am connected above 40 so anywhere from 40-46 and the phone is touched the internet will without fail go down.

 

When it comes back up it will sync at around 30-35 with a max line speed of 30-35 and during that window the phone does not affect the internet in any way but after a while the noise margin will slowly move up until it starts to show a max line speed of 46 and the connection will drop after any time between 5 mins to 30 mins and resume back at 40-46 with a max line speed of anywhere between 46-47.

 

I have had two engineer visits so far the first changed my faceplate to the MK3 filtered one and also checked the small black box attached to the side of my flat since i live in a building containing around 11 other flats i assume its regarded as a junction box? a connection goes to that and then spreads it to everyone else? i may be wrong.

 

Anyways that didn't fix the problem at all but annoyingly in the time the engineer was here the fault didn't happen.

 

On my second engineer visit the line was tested yet again via the test socket and then via the MK3 filtered socket the engineer then insisted that because the line was stable at around 35 with the phone being used i had to be capped.. and that basically the line couldn't handle the speed despite sitting connected at one point for over 4 days without any problems until the phone was touched.

 

Needless to say i was not pleased by this since i would be losing 1mb/s on my download rate but the worst part is despite being capped at 35 the max data rate of the line still sits at 46 in the plusnet one log and the phone still causes the internet to go down.. so now im still capped at 35 and still just as unstable as before.

Here is an example:http://i.imgur.com/rpjh63o.png

 

The engineer noticed the issue was still happening and basically shrugged it off and claimed the issue was down to REIN and he couldn't try any other options as they dont have that long per appointment.

 

I have seen mentions of a lift and shift possibly fixing this kind of issue and has never been offered to me and as i understand if the issue is down to REIN there's a chance it will basically never be fixed.

 

Currently plusnet support have told me the following

 

Engineer Notes
We have run some test to confirm it and found SFBB access test is failing as CI. Thus we have rejected the clear and a FTTC1 non appointed task is open in suppliers end now (1-1030266272371). Further we have escalated this by raising the proforma with open reach as a repeat visit on high priority. We have also advised to carry a thorough check especially on late afternoon for dropping on the line by rein investigation and to coop with the team necessarily.

 

Followed by

 

Thank you for your patience.

When the case was raised to our suppliers escalations department yesterday and issue was found with equipment in the exchange. They are currently investigating this issue as it may be the cause of your fault.

As soon as we know more we will be back in touch.

 

They have not yet been in touch but i have a feeling that knowing my luck this will not fix the issue for me.

 

I hope it is okay but i will attach a few imgur links of my Routers stats over the past few hours showing my noise etc there was also some downtime after i tested calling the landline hoping the issue was fixed at the exchange and then another call from a call center in india about a "car accident"

This thread is similar but not fibre

 

https://community.bt.com/t5/ADSL-Copper-Broadband-Speed/BB-Disconnects-when-phone-rings-NEW-THREAD/m...

 


Connection speed http://imgur.com/a/fTPUh

Line Attenuation http://imgur.com/a/DzV3W

Max Data Rate http://imgur.com/a/Y0TGQ

Noise Margin http://imgur.com/a/zDEa

 

above is from 11am until 4pm

 

below is every hour since

 

http://imgur.com/a/ejjAV

http://imgur.com/a/XwoGT

http://imgur.com/a/xUHRf

http://imgur.com/a/xUHRf

http://imgur.com/a/Pgr2A

http://imgur.com/a/ZKz5L

 

Thank you for taking the time to look at my long problem and i really hope it was okay for me to post here if not i do appologise

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Distinguished Sage
Distinguished Sage
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Message 2 of 25

Re: Fibre cuts out when using the phone in any form.

If you are not a BT customer there is nothing that can be done on this forum to help you other than to offer tea and sympathy.

 

The moderators of this forum would be unable to intervene or offer any help.

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Distinguished Sage
Distinguished Sage
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Message 3 of 25

Re: Fibre cuts out when using the phone in any form.

You need to go back to plusnet your ISP and get them to investigate the problem again. Normal cause of dropping connection when phone call received is high resistance fault on your line and needs openreach phone engineer visit. Only your ISP can get this sorted for you



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supernoodles
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Message 4 of 25

Re: Fibre cuts out when using the phone in any form.

i expected there to be a case of not being able to be helped and thats totally fine sorry for wasting your time 🙂

 

but nothing was ever mentioned about a high resistance fault by plusnet or openreach so just by you telling me that it has helped to give me something else i can bug them with 🙂

 

as i stated i'll probly be moving to BT soon anyway due to the plusnet price increase.

 

once again really sorry for wasting your time

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Distinguished Sage
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Message 5 of 25

Re: Fibre cuts out when using the phone in any form.

No need to apologise. You are not wasting our time, it is just that being a different company there is no way that the moderators on this forum, who are BT employees, would be able to initiate any help or fault finding through Plusnet.

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supernoodles
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Message 6 of 25

Re: Fibre cuts out when using the phone in any form.

hey again guys sorry to bump my post but i am now on BT infinity and the issue with the phone is still happening the same as it was on plusnet 😞

 

Not really sure what to do since plusnet were getting openreach to do a lift and shift but they said they couldnt anymore since i was moving to BT and would technically get a lift and shift anyway.

 

Not sure if a lift and shift was performed with me being moved over to BT but if it was then the issue is still here with anytime someone calls the landline with or without a phone attached or anyone picks up the phone the fibre goes down

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Distinguished Sage
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Message 7 of 25

Re: Fibre cuts out when using the phone in any form.

You need to raise a fault. When you switch suppliers who use the same Wholesale backhaul network I'm pretty sure that you don't get a change of port in the cabinet. I think, that only applies when you switch from say Sky or TalkTalk, to a BT Wholesale backhaul ISP.
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supernoodles
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Message 8 of 25

Re: Fibre cuts out when using the phone in any form.

Thanks will do that now hopefully openreach still have some sort of note about a lift and shift because it took me nearly a month to get them to even try to do it until of course they couldn't because I was leaving
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Distinguished Sage
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Message 9 of 25

Re: Fibre cuts out when using the phone in any form.


@supernoodles wrote:

hey again guys sorry to bump my post but i am now on BT infinity and the issue with the phone is still happening the same as it was on plusnet 😞

 



Does it still do it when you connect the home hub and phone to the test socket?

infinity_test.jpg

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supernoodles
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Message 10 of 25

Re: Fibre cuts out when using the phone in any form.

Unfortunatly yes and i had a mk3 faceplate fitted by an engineer aswell as many other tests etc done the issue even happens when someone calls the house with no phone attached at all.

 

The final thing they were going to do was a lift and shift but it couldn't be done because i was leaving plusnet and joining BT

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