Incoming calls cut off after 1/2 hour

[5progface]

Calls were cutting off at the 15 minute mark.
I switched the router Off waited a few minutes, then switched router on again, and now calls are cutting off at the 30 minute mark.

[5progface]

[5progface]

The call cut off at 30 mins 

[5progface]

That link takes me to EE website, are they able to deal with it ??

[Katie_B]

Hi @5progface. 

My apologies, this link here will take you to the contact page for BT. 

I have also updated my previous post.

Katie

[5progface]

Thanks Katie

[5progface]

Update, I have used that link three times in the last few days, the Guides try their best, but cannot rectify the matter.

[HoodedOracle]

@5progface - Just out of curiosity - are you using

A - Digital phone or analogue?  

B - What speed is your broadband? (if using Digital phone (VOIP))

C - What type of broadband (if using Digital) i.e. basic copper (overhead(OC), or underground(UGC) ) - fibre to cabinet - or fibre to premises?

As the answer to these if not already considered, can have a bearing on the diagnostics of your issues - as weather can have a significant impact if it is copper - as well as age of lines... causing drop outs due to noise on line, or intermittent shorts (via erosion).   If your connection has any copper between you and the first exchange - keeping a diary of the weather v your issues improving or getting worse can help indicate a fault that can be more likely traced. (mine turned out to be a flooded UGC - which got replaced.  

If it is FTTP - then I would wonder - do you have the same issue with VOIP apps like Zoom, WhatsApp or other messaging with the country / person you are communicating with? If yes - but not with others - then it is likely their end.

I still have intermittent issues - due to the copper between my house and the cabinet - but it is manageable (but causing slower speeds due to the noise) and - I am soon to have FTTP installed - which will hopefully remove that issue all together.

[5progface]

Thanks Hood

Using BT digital voice, have tried 3 handsets, inserted New batteries in handset.

BT sent me three new handsets in October 2024.

Broadband speed down 57mbps up 15mbps.

FTTC calls cut off in good and bad weather on copper line. Broadband consistently good.

A few days ago, I switched the router waited for over 60 seconds, then switched it on again, calls which were cutting out at 15 secs then went up to cutting out at 30 seconds.

Router event log attached Last 30 minute call cut off at 1039

I wonder if there are any settings within the router which need to be changed?

Many thanks for your reply

Cheers

Len.

e

[HoodedOracle]

@5progface - again - I don't know if you have been asked this - but:

1 - do you have a 'spend cap' on calls? which could cause the call to auto disconnect.

2 - have you tried using apps to call instead of the landline to see if it still impacting your 'connection'?

finally - do keep a diary - as with mine - it did not appear to be connected to the weather, until I had the data in front of me - and extrapolated the 'soak time' of rain being up to a day or two before the line went funny/worse.  

in this diary also keep a speed test before and immediately after the calls (especially after the terminated call) as that may shed some light on the connection...

Also do you know the age of your copper wire - and is it UGC or OC from telephone posts? 

I presume you've had your main point/box in the house checked too.   It only takes a small connector to be loose to cause it to warm up whilst in use, and become noisy and cause data loss to a point the exchange 'thinks' the call is over.  

I truly wish you every luck in getting this resolved.