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    Phone call and internet cuts off

    This is a discussion on Phone call and internet cuts off within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hello, Sometimes when getting a phone call my internet seems to cut off, any ideas why? I have had sky ...

    1. #1
      Dan223's Avatar
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      Phone call and internet cuts off

      Hello,

      Sometimes when getting a phone call my internet seems to cut off, any ideas why?

      I have had sky broadband for about 2 months now, and its been fine up until recently.

      I'm using 4 filters, 3 are the filters sky provided which are connected to phones and the router and the sky box. Then there is one other filter I got online which is connected to another phone.


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    3. #2
      Alan b's Avatar
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      Re: Phone call and internet cuts off

      Are all the filters working correctly as it sounds like one of them might not be.

    4. #3
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      Re: Phone call and internet cuts off

      My parents are having the same problem and an openreach engineer has identified a line fault.

      However before going down this line you have to unplug all extensions (best thing to do is plug into the test socket) plug in the router via a filter and the phone.

      Phone home and see if it still does it. If it doesnt then it is a problem with internal wiring or other filters, if it dtill does it change the filter to rule out the filter.

      If all fails get Openreach out by phoning sky and going through their diagnostics.

      My parents have been told it lies between the street cabinet (50 yards away) and the house. They have changed onto another pair but it still does it. So it looks like they will need to come out again.

      Anyone know if BT will lift a Monoblock road to lay a new line or should they have a plastic pipe laid to the housr to allow a pull through of another cable. The Openreach engineer said he was not sure who would have to pay for this??????????
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    5. #4
      reddwarfcrew's Avatar
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      Re: Phone call and internet cuts off

      if the fault is on BT side of the master socket (even if the fault is within your land), then BT pay for it, plain and simple. If the fault is on your side of the master socket then you pay. As the BT engineer has identified that it is on the outside side of the master socket, then BT foot the bill so dont let your folks get fobbed off! BT have to fix it one way or another.

    6. #5
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      Re: Phone call and internet cuts off

      Can BT say that it is not financially worth it.

      E.g.Voice works so we will not fix it???????????

      Is Broadband a compulsary part of the line.
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    7. #6
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      Re: Phone call and internet cuts off

      Nope BB is not a guaranteed service only voice. Somehow you need to find that the problem is also affecting voice.

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      Re: Phone call and internet cuts off

      So that is there get out clause?
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      Re: Phone call and internet cuts off

      it would be an interesting one.

      BT admint that there is a fault on their side of the line, but refuse to fix it as they only guarantee a voice service.

      I would live to see how that one would pan out.

    10. #9
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      Re: Phone call and internet cuts off

      I will keep you posted.
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      Re: Phone call and internet cuts off

      hi i have been suffering with same problem for 4 months and yesterday found out why ,I have a 3 plug socket in the top i have sky plugged in in the second i have(now) my extension to the phones up stairs plugged in and the bottom my micro filter plugged in and plugged in to the filter there is my router and my phone down stairs before i did not have my phone down stairs plugged in to the micro filter i had i plugged straight in the extension box which cut off the Internet connection every time the phone rang or was used i hope this is off help

     

     
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