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Message 1 of 13

Infinity connection drops when making a phone call

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Hi all,

 

Our internet connection drops when making a phone call.

We have Infinity which has been stable at 60 meg but in the last week has gone down to around 45 meg and connection drops when making a phone call.

I have tried connecting the router directly into the test socket and speed returns to 60 meg but I get "line cord error" on our phone screen and I'm unable to make any calls.

We have Home Hub 6.

Any help would be greatly appreciated,

 

Thanks in advance 

 

Paul611

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Message 2 of 13

Re: Infinity connection drops when making a phone call

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Welcome to this user forum.

 

Which one of these matches your master phone socket?

 

nte.jpg or oldnte.jpgor adslface.jpg ornewnte.jpg

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Message 3 of 13

Re: Infinity connection drops when making a phone call

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Thanks for the reply,

We have the first socket on the left.

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Message 4 of 13

Re: Infinity connection drops when making a phone call

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@Paul611 wrote:

Thanks for the reply,

We have the first socket on the left.


Then if things are wired up correctly, then removing the bottom section would cause the extensions to disconnect.

 

Ideally you should fit a filtered faceplate in place of that bottom section.

 

Do you have a microfilter plugged into the socket where the phone is, as that is essential?

 

Where do you normally plug the home hub, is it in the front of the master socket?

 

 

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Message 5 of 13

Re: Infinity connection drops when making a phone call

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We don't have filter plugged in to phone socket which is in our hallway. I have a spare filter so I'll plug that into the phone line.

The home hub is plugged into the master socket via an adsl filter.

The connection and phone line have been fine since we got infinity a few months back, however since we have had the connection drop outs we have noticed background noise on the phone line.

Are filtered faceplates easy to fit or will bt need to fit it?

 

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Message 6 of 13

Re: Infinity connection drops when making a phone call

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That is why you have the problem Smiley Wink

 

A filtered faceplate is very easy to fit. This is a good one to use.

 

LINDY VDSL2 Microfilter Faceplate about £11.50.

LINDY VDSL2 Microfilter Faceplate

 

It just fits over the test socket, and screws hold it in place.

 

The home hub plugs directly into the VDSL socket, so no microfilter is needed, its much neater.

 

 

The extension wiring that is currently connected on the back of the existing bottom section, is simply transferred to the terminals on the back of the filtered faceplate. Only wires 2 and 5 are needed.

 

These back terminals are filtered, and do not allow the broadband into the extension wiring, so a filter is not needed on the phone connection.

 

lindy rear.jpg

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Message 7 of 13

Re: Infinity connection drops when making a phone call

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 Ok thanks, I'll look into that.

 I don't understand why our connection has been ok up until recently.

 

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Message 8 of 13

Re: Infinity connection drops when making a phone call

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@Paul611 wrote:

 Ok thanks, I'll look into that.

 I don't understand why our connection has been ok up until recently.

 


Not sure, unless you have moved the location of the phone. Normally it would be plugged into the phone socket on the microfilter.

 

Something must have changed, as an unfiltered phone would affect the broadband connection.

 

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Message 9 of 13

Re: Infinity connection drops when making a phone call

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The only thing I've done recently is to disconnect the phone while decorating.

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Message 10 of 13

Re: Infinity connection drops when making a phone call

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@Paul611 wrote:

The only thing I've done recently is to disconnect the phone while decorating.


Perhaps there was a filter in the lead, and you forgot to replace it?

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