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    Phone calls disconnect Sky Broadband

    This is a discussion on Phone calls disconnect Sky Broadband within the Sky Broadband help forums, part of the Sky Broadband help and support category; I know this has been covered a million times, but it's a problem that is now driving me to the ...

    1. #1
      chrislyonsuk's Avatar
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      Phone calls disconnect Sky Broadband

      I know this has been covered a million times, but it's a problem that is now driving me to the point of insanity!

      Is there a reason why whenever a phone call is answered, my internet connection drops completely?

      It doesn't matter how i'm connected( PS3, Laptop or Desktop) whenever a call is answered, it disconnects.

      Any help would be appreciated!


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    3. #2
      User05's Avatar
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      Re: Phone calls disconnect Sky Broadband

      Most of the time it's down to something within the premises, such as unfiltered sockets, extension cables, faulty filters, internal wiring issues etc. Before you run through the following, first off check if there's any noise on the landline phone. If so, unplug the dsl cable from the router and check if the noise disappears or whether it's still there. If there's no noise, just go through the following and reply with how the set-up is within the house:

      - Ensure every telephone socket in use has a microfilter connected directly into the telephone socket.
      - Get the router into the master socket, if not already.
      - Ensure no extension cables running to the router; use the short grey adsl cable sky supplied.
      - Any telephone sockets that may have sky tv plugged in, ensure that the 'splitter' device (blank white box with two port entries) is plugged into the phone port of the filter, NOT before the filter.

      If all of the above is spot on, then you're going to want to plug into the test socket (link below) with a swapped filter ensuring the set-up is as follows into the test socket:

      test socket > filter > router/phone

      How to test your ADSL in the Master Socket

    4. #3
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      Re: Phone calls disconnect Sky Broadband

      I had this exact problem - but there was noticeable noise on the phone line (pick the handset and listen for crackles and hiss which often gets worse the longer the phone is picked-up).

      Google 'quiet line test' to silence the ringtone or call someone you know and just get them to be quiet for a short while

      Open your router status page up and check the Noise Margin/SNR - you want that to be above 7 ideally.

      Pickup the phone and watch those figures (refresh them if they don't auto-update) and see if they start dropping.

      Below 7 some routers will drop and below 6 most will - if your router is dropping the line with a higher SNR it's faulty and needs replacing...

    5. #4
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      Re: Phone calls disconnect Sky Broadband

      Quote Originally Posted by trjp View Post
      Below 7 some routers will drop and below 6 most will - if your router is dropping the line with a higher SNR it's faulty and needs replacing...
      sky's target SNR is 7 but it will generally go up and down slightly without dropping the connection, other internet providers like 02 use 6db as the target SNR. i have seen SNR drop to 4-5db and stay in sync ok.

      the router is dropping when a call comes through, least likely cause of this problem is the router. there is either a problem with the setup of the broadband/internal wiring or a high resistance fault on the line.

      quiet line test number is 17070, follow what User05 advised and then post back your results OP

    6. #5
      chrislyonsuk's Avatar
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      Re: Phone calls disconnect Sky Broadband

      Thanks all.

      I have tried all of the above. Everything is plug in where it should be.

      Attached are copies of router status when just on the internet and when on a phone call

      Just internet



      System Up Time 38:30:02
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 3 9 0 1 3 00:01:51
      LAN 10M/100M 25022 0 0 36 0 38:29:59
      WLAN 11M/54M 1063211 995815 0 5603 932 38:29:51


      ADSL Link Downstream Upstream
      Connection Speed 1024 kbps 412 kbps
      Line Attenuation 45.5 db 30.4 db
      Noise Margin 20.9 db 15.5 db



      while on Phone call

      PPPoA 201 230 0 1376 1658 00:01:21
      LAN 10M/100M 28853 0 0 29 0 56:02:55
      WLAN 11M/54M 1145653 1053733 0 4323 678 56:02:47


      ADSL Link Downstream Upstream
      Connection Speed 1024 kbps 606 kbps
      Line Attenuation 53.5 db 31.6 db
      Noise Margin 6.5 db 13.0 db



      The Noise margin also went to 0 when call first picked up.


      Thanks again

    7. #6
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      Re: Phone calls disconnect Sky Broadband

      wow, that is an insane jump in attenuation and huge drop in SNR, did you take those stats from your test socket? if not you need to, sky wont pay any attention to your problem until you do anyway.

    8. #7
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      Re: Phone calls disconnect Sky Broadband

      I'm not sure if I'm right or not but this sort of sounds like a fault faceplate? Or faulty Filter...?

    9. #8
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      Re: Phone calls disconnect Sky Broadband

      Quote Originally Posted by SOF006 View Post
      I'm not sure if I'm right or not but this sort of sounds like a fault faceplate? Or faulty Filter...?
      sounds like some sort of internal wiring fault. OP needs to connect directly to test socket with a new filter(not one from the batch sky sent) and a short adsl cable. if the problem persists then there it is likely there is a high resistance fault on the line.

    10. #9
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      Re: Phone calls disconnect Sky Broadband

      All brand new filters and that is off the test socket. the faceplate is about 12 months old.

    11. #10
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      Re: Phone calls disconnect Sky Broadband

      Quote Originally Posted by chrislyonsuk View Post
      All brand new filters and that is off the test socket. the faceplate is about 12 months old.
      call sky and let them explain the problem, make sure you are in the test socket when you call and let them know you have replace the filters, your using skys originial equipment etc

     

     
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