Help!! New connection, strange noise!

Hi,

I recently had a new line installed by BT, and a couple of weeks later ordered broadband on it. Service was activated 1/11 and I was happy to find logging into the router full 8128K sync @ 12dB SNR, great I thought.

Then yesterday afternoon I suddenly noticed webpages weren't loading, checking router stats found the downstream SNR @ -3dB shortly followied by a disconnection.
I connected a phone handset up to the line and there was a bit a hissing and squeaking going on but when a couple of minutes later the router finally resynced with 10dB SNR I didn't think anything more of it

This morning I found that the connection had resynced 20 times since yesterday compared to having been rock-solid for the past 6 days.

I plugged the phone handset back in and there was the noise again, varying in intensity, hissing, crackling etc.

btw there is no extension wiring going from the master and I tried the test socket anyway, I proceeded to try a different filter, filtered faceplate, differnt RJ11 cable and even a different router all with the same effect, the confusing thing is that if you disconnect the ADSL equipment and leave just the phone plugged in there is no noise!!! The noise seems to start about a minute after the router has achieved sync. and then get steadily worse until it reaches a point that it would be virtually impossible to hold a voice conversation.

I have since disconnected the router completely so that I don't end up eventually with a target SNR of 1000000dB!!!

At first was simply going to raise a voice fault, but it's become a bit more complicated today!.

Thanks in advance for any ideas.

Andy

The first thing to do is probably try a different router/modem.

How sure are you that there is not an alarm, entry system, Sky box or extension before the master socket?

Tried that, tried 3 in fact!!

In reply to:

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The first thing to do is probably try a different router/modem.

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You didn't read his post properly:

In reply to:

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even a different router all with the same effect

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As Andrew says, it sounds like something unfiltered on the line that isn't ruled out by using the test socket/filtered faceplate.

It's a brand new line specifically for broadband, nothing else connected

Have you tried leaving just the phone plugged in for a couple of hours to see if any noise develops on the line? It will likely be difficult to get this fixed as an ADSL fault so it would be good if it could be reproduced without the router plugged in and then it can go as a voice fault.

Having slept on it ths was the trian of thought I was thinking of following, it definately doesn't occur with the phone left just connected but that's with the line "closed" if you know what I mean, I shall try dialing 17070 and doing a "quiet line" and leaving the line open for a few mins.

Shall post back later (it's a work line)

Andy

You will have more luck reporting this as a 'dropping connection' fault via your broadband ISP. Unless there is a clearly heard noise constantly on the line without the ADSL stuff plugged in, then you are asking for a 'right when tested' and a bill from Openreach. Reported via your ISP, the engineer will have the correct equipment to prove and fix this fault.

I would have thought there is a very high likelihood that BT will blame it on the users own kit as it only occurs when the router is plugged in. Even after all the checks the OP has already done BT may ignore the evidence.

Either way there is a risk that BT will pronounce either "no fault found" or "faulty end user equipment".

Part of the reason for trying to reproduce the issue without the ADSL plugged in, it proves it's not the router/filters.