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andysilve
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Message 1 of 25

Router dropping internet connection and no landline?

Hi

I've had an issue with our router dropping connection to the internet ,it only started a couple of days ago up until then connection had been very good.I've also noticed by accident we have no landline just a crackle no dial tone.I've been on livechat and was sent a new router which has had no effect at all .

Help much appreciated

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gg30340
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Message 2 of 25

Re: Router dropping internet connection and no landline?

You need to report a telephone line fault not a broadband fault. Once your phone fault is fixed your broadband will improve.

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imjolly
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Message 3 of 25

Re: Router dropping internet connection and no landline?

I would check that you have no dial tone when using the test socket. If still nothing then report phone fault to 151. Once fixed broadband will improve



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Keith_Beddoe
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Message 4 of 25

Re: Router dropping internet connection and no landline?

Welcome to this user forum.

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

A new router will make no difference.

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andysilve
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Message 5 of 25

Re: Router dropping internet connection and no landline?

Thanks Keith , It would be nice if live chat had realised this  I mentioned it to them at the time it would have saved BT a router and me 3 wasted days .I knew it wouldn't be the router if Iv'e got a crackley line presumable thats just a stock ansewr to everything ??? 

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andysilve
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Message 6 of 25

Re: Router dropping internet connection and no landline?

Thanks yes done that and no dial tone 

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Keith_Beddoe
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Message 7 of 25

Re: Router dropping internet connection and no landline?


@andysilve wrote:

Thanks Keith , It would be nice if live chat had realised this  I mentioned it to them at the time it would have saved BT a router and me 3 wasted days .I knew it wouldn't be the router if Iv'e got a crackley line presumable thats just a stock ansewr to everything ??? 


Live chat cannot hear the noise, and even if they do a line test, it will not show, so they choose the easy way out.

Get the noise fixed, and all will be well.

 

andysilve
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Message 8 of 25

Re: Router dropping internet connection and no landline?

Just a quick addition on my first live chat they did something to the line which cleared it ?? I got dial tone ,then my internet dropped out and I lost the landline again....Coincidence ?? 

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imjolly
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Message 9 of 25

Re: Router dropping internet connection and no landline?

Yes. Just report the phone fault



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Keith_Beddoe
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Message 10 of 25

Re: Router dropping internet connection and no landline?


@andysilve wrote:

Just a quick addition on my first live chat they did something to the line which cleared it ?? I got dial tone ,then my internet dropped out and I lost the landline again....Coincidence ?? 


If you have a high resistance fault or a bad connection on the network, then if they run a line test, the test voltages can cause a temporary clear, but the fault will always come back.

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