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    Broadband drops out when using the phone

    This is a discussion on Broadband drops out when using the phone within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi Guys, Having been a Sky user for many years, I am now suffering issues since moving to my new ...

    1. #1
      phil_g's Avatar
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      Broadband drops out when using the phone

      Hi Guys,

      Having been a Sky user for many years, I am now suffering issues since moving to my new house.
      Pretty much since I moved in, I've been suffering drop outs whenever I use the phone.
      I have raised 3 separate complaints, and each time I go through a 10-20 day test period with an engineer until finally they seem to get a decent connection speed of around 6mb.
      Then a few weeks later, the problem will return so everytime I answer the phone, my connection drops out and there is a lot of hissing and general noise on the line.
      I only have one connection into the master socket, no extensions, and have replaced the microfilter several times. I have just the Sky router and one wireless phone connection.

      I would welcome any advice as to what I could try, thanks for any help

      Phil


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    3. #2
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      Re: Broadband drops out when using the phone

      Is the line noisy? With nothing else plugged in except your phone, dial one and listen. Have you tried a different phone?

    4. #3
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      Re: Broadband drops out when using the phone

      Quote Originally Posted by seawright View Post
      Is the line noisy? With nothing else plugged in except your phone, dial one and listen. Have you tried a different phone?
      It varies, sometimes there is a bit of background noise, sometimes you can hardly hear the dial tone. One of the Sky engineers got me to buy a new (corded) phone and it made no difference.
      Thanks for the reply.

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      Re: Broadband drops out when using the phone

      Quote Originally Posted by phil_g View Post
      It varies, sometimes there is a bit of background noise, sometimes you can hardly hear the dial tone. One of the Sky engineers got me to buy a new (corded) phone and it made no difference.Thanks for the reply.
      Do you have the latest master socket where you can remove the lower part of the faceplate? If so have you been using the test socket when performing your checks? What are your router stats like?

    6. #5
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      Re: Broadband drops out when using the phone

      Quote Originally Posted by seawright View Post
      Do you have the latest master socket where you can remove the lower part of the faceplate? If so have you been using the test socket when performing your checks? What are your router stats like?
      I'm using the connection on the front of the faceplate at the moment, but I have previously been using the test socket and haven't noticed any difference when using the test socket.
      Are these the figures you mean?
      Broadband drops out when using the phone-snap1.jpg

    7. #6
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      Re: Broadband drops out when using the phone

      my connection drops out and there is a lot of hissing and general noise on the line.
      That could be a filter problem. Can you borrow a non Sky filter from a friend to try it?

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    8. #7
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      Re: Broadband drops out when using the phone

      Quote Originally Posted by Isitme View Post
      That could be a filter problem. Can you borrow a non Sky filter from a friend to try it?
      I've tried 4 or 5 different filters, 2 of which were sent to me by Sky. When the problem is sorted, there is no issue, everything works fine, then a few weeks later the issue re-appears. Sky have checked the line and say there isn't a fault on the line, but after several days of adjusting whatever is it they adjust, the problem is sorted.
      So I can't see how it could be inside the house, but I'm not assuming anything.
      Thanks for the reply.

    9. #8
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      Re: Broadband drops out when using the phone

      In that case it looks like an intermittent fault on your line.

      All you can do is keep on at Sky until they send out a telephone engineer.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    10. #9
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      Re: Broadband drops out when using the phone

      Quote Originally Posted by Isitme View Post
      In that case it looks like an intermittent fault on your line.

      All you can do is keep on at Sky until they send out a telephone engineer.
      OK, thanks for the reply.

    11. #10
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      Re: Broadband drops out when using the phone

      I had a very similar fault on my line once & like yours, was quite intermittent at first.

      The best advice i can give, is to take off the lower half of the faceplate & plug into the test socket behind, as you normally would with a microfilter. It may look messy but personally, i'd leave it in there until the fault is fixed

      Then, if possible, phone sky while there is noise on the line & hopefully you'll get through quick enough for the agent to hear it. In my experience, sky are brilliant at this point & if the noise is bad enough, should offer to call you back on your mobile.

     

     
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