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

[rogera1]

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.

[XRaySpeX]

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.

[Mustrum]

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

[XRaySpeX]

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

[rogera1]

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. 

[Mustrum]

@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.

[rogera1]

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? 

[pip11]

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

[mikeliuk]

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?

[rogera1]

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.