topic broadband disconnecting on bright box 1 router when using the landline phone in Archived Posts

broadband disconnecting on bright box 1 router when using the landline phone

rogera1 — Mon, 09 Aug 2021 15:43:27 GMT

Discovered a new problem today. When picking up the landline phone handset the router starts to flash amber on broadband lamp (2nd lamp down) and internet is disconnected. Replace the handset and connection is restored and lamp returns to solid green. Any ideas? Thanks, Roger.

Re: broadband disconnecting on bright box 1 router when using the landline phone

XRaySpeX — Mon, 09 Aug 2021 15:57:15 GMT

Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router:

Post your full router stats:

For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

Re: broadband disconnecting on bright box 1 router when using the landline phone

Mustrum — Mon, 09 Aug 2021 16:56:58 GMT

@rogera1 have you tried changing the DSL filter the phone is connected to?

Re: broadband disconnecting on bright box 1 router when using the landline phone

XRaySpeX — Mon, 09 Aug 2021 17:17:46 GMT

Filters filter the BB from the phone not the other way around.

Re: broadband disconnecting on bright box 1 router when using the landline phone

rogera1 — Mon, 09 Aug 2021 17:30:08 GMT

Hi Mustrum, Sorry, I don't use filters, I have the box incorporating the filters with the separate outlets for phone and broadband. I was told not to use any filters.

Re: broadband disconnecting on bright box 1 router when using the landline phone

Mustrum — Mon, 09 Aug 2021 17:39:51 GMT

@rogera1 OK, but if you remove the faceplate, either by unclipping it if it is a new Mk4, or unscrewing the two screws, it will reveal the test socket - plugging a dangly filter in here will allow you to check if it is a faulty filter.

Also, is it a cordless phone - are you able to use a corded one for the test?

@XRaySpeX yes I know, thanks.

Re: broadband disconnecting on bright box 1 router when using the landline phone

rogera1 — Mon, 09 Aug 2021 18:03:46 GMT

OK, I have a corded phone attached and an extension running to another phone upstairs. I won't do this test tonight as quite a dark corner location. Can try it tomorrow. Just to confirm, you are saying to connect the corded phone into the test socket and thereby test for a faulty filter in the existing wall box - i.e. see if the problem still occurs in this test situation? That right?

Re: broadband disconnecting on bright box 1 router when using the landline phone

pip11 — Mon, 09 Aug 2021 18:51:12 GMT

Yes, also while the faceplate is removed check that the extension doesn't work, if it does you have "star wiring" . Which is a killer for FTTC connections

Re: broadband disconnecting on bright box 1 router when using the landline phone

mikeliuk — Mon, 09 Aug 2021 20:32:25 GMT

Hi @rogera1 ,

In addition to the above very good suggestions for debugging, please may I check whether this problem is a recent occurrence when in the past the exact same configuration did not have these problems?

It occurred to me that if lifting the phone would cause internet to drop, this would be noticed immediately in most households. Have you been with EE for a while in the same property without this issue and it has recently occurred? (The router you have named strikes me as an old one and not a recently issued model, although I could be wrong.)

Has there been any recent change such as changing ISP? Has there been any recent change to the wiring such as addition of extensions from the master socket or a change of the master socket?

Re: broadband disconnecting on bright box 1 router when using the landline phone

rogera1 — Tue, 10 Aug 2021 07:20:41 GMT

Hi, This problem - no internet - has been with me for about 3 years. Have had many engineers visit and carry out tests. Most recently they have replaced my router and carried out all tests etc. New router was added 23/7/21. Has been better since then with less drop-outs.

The current problem was only discovered yesterday when I noticed that the red lamp came on when I started using the phone (I was downstairs next to the router - I usually use the phone upstairs so wouldn't have seen the router). It is quite possible that this problem has existed for a long time as we do not use the phone landline very much.

There have been no changes made.

I will carry out the test in due course and will report the result.

I'm surprised that the many engineers have not noticed this effect. Usually when they arrive they disconnect the phone and concentrate on the connections etc.

Await result.

Re: broadband disconnecting on bright box 1 router when using the landline phone

rogera1 — Tue, 10 Aug 2021 08:50:40 GMT

Update. While starting the test, disconnected the upstairs phone (Binatone Trend 2 LCD) and the problem appears to have been solved. Now able to use the downstairs phone and not affecting the internet.

Will need to purchase new phone. Do you advise corded or go for the Wi-Fi type phones?

Thanks.

Re: broadband disconnecting on bright box 1 router when using the landline phone

Christopher_B — Tue, 10 Aug 2021 10:43:39 GMT

Hi @rogera1

Thanks for letting us know you've sorted this.

When it comes to your phone, either should work great so it's down to personal choice really.

Thanks

Chris

Re: broadband disconnecting on bright box 1 router when using the landline phone

Mustrum — Tue, 10 Aug 2021 11:08:56 GMT

@rogera1 That is good news, but being a cautious one, don't celebrate too much yet!

Where/how did you disconnect the upstairs phone? From the upstairs socket, or wiring in the Master Socket

Have you been able to test with another phone in the same position - even trying the downstairs one to upstairs - just to make sure it is the phone and not wiring?

Some pics may help.

From your earlier posts I am assuming you are on ADSL and quite a bit from the exchange?

Re: broadband disconnecting on bright box 1 router when using the landline phone

rogera1 — Tue, 10 Aug 2021 13:13:42 GMT

Sorry, false alert. Problem has returned after testing the phone on upstairs extension. Indicated that the extension line was faulty but when I reconnected the phone downstairs the same problem has returned ! Now disconnecting the internet when using the phone.

Re: broadband disconnecting on bright box 1 router when using the landline phone

rogera1 — Tue, 10 Aug 2021 13:18:36 GMT

Sorry, you jinxed it. I tried the phone up stairs as you suggested and it disconnected the internet again indicating that the extension cable to up stairs is faulty. Reconnected the good phone downstairs and the same problem has returned! Does this indicate a fault in the junction box downstairs? Internet is working fine at present but using the phone knocks it out. Next move please?

Re: broadband disconnecting on bright box 1 router when using the landline phone

Mustrum — Tue, 10 Aug 2021 14:35:52 GMT

OK, but you haven't answered many of the questions or said if you have tested from the test socket?

Do you get the same issue with the router plugged into a dangly filter in the test socket? Does it disconnect with either phone, none or both?

Re: broadband disconnecting on bright box 1 router when using the landline phone

rogera1 — Tue, 10 Aug 2021 14:47:54 GMT

I didn't test from the test socket because I got working this morning. Will test it and let you know.

My usual problem returned about 20 mins ago - no internet connection and flashing red. Just come back on now. (This was not after picking up the handset - just the usual afternoon drop out).

Re: broadband disconnecting on bright box 1 router when using the landline phone

rogera1 — Tue, 10 Aug 2021 14:58:36 GMT

OK, I have just tested from the test socket and using dangly filter. Without lifting the handset the router is normal and good internet. As soon as I lift the handset the broadband lamp starts flashing red and then the internet lamp. Replace the handset and returns to normal. Only using the one phone now as the other one has fault. So the situation is the same as with the normal operation of the capped socket.

Re: broadband disconnecting on bright box 1 router when using the landline phone

Mustrum — Tue, 10 Aug 2021 15:03:47 GMT

OK, sounds like another call to CS and engineer call out. I suspect a card in the exchange, but they may wish to check at yours, but at least you have now done the basic checks.

Good luck, let us know how it goes.

Re: broadband disconnecting on bright box 1 router when using the landline phone

rogera1 — Tue, 10 Aug 2021 15:10:27 GMT

OK thanks for your help. I will have to call them again then. Thanks.