Strange issue with Broadband when phone is in use...

Hi guys,

Long time since I've been around. Run into a bit of a new problem, hoping some of you guys know where I should go to solve or get help.

Anyway, the situation is thus:

I am on O2 Broadband, previously on a seperate line (slightly newer installed line) and had no issues. Currently migrated to the original phone line in the house (this phone line is over 30 years old though from what I can tell). However, this is where the issues have arisen.

Whenever someone dials out on the landline, whether with a standard phone, or wireless handset phone, the connection to the net stalls for about 2s.

If someone dials in, so long as no one picks up, the connection remains stable.

I have tested with both wired and wireless phones on the line. Both produce the same result.

I know it's the line. But I don't know where the situation is. Anyone able to diagnoise where the possible fault is so I can get someone to look at it?

All sockets have the broadband filter seperators on, and tried only with the master socket. No solution so far.

Thanks for any help.

J1NG

is it the same if you have a single phone and the router plugged into a microfilter which is plugged into the test socket behind the master faceplate ?

Well, I just took a look at the master socket just now and tried to remove the front plate to get access to the test socket. Guess what? On removing the screws, the plate comes off, but the wire that comes into the house goes straight to the front plate.

I have NO idea when or what model was used here. It's the 68mm sized box. But there is no test socket.

I did say it was old.

Guess it's a matter for BT then.

J1NG

Hi J1NG,

I take it your landline is with BT? I can run a few tests to see whether we can identify a fault on the line, email [email protected] with your details if you want and I'll check this further for you. Have you always had this problem on this line?

All the best,

Stephanie
BT Support

Hi,

Yeah, this landline has been with BT since... er... I'm not certain, but close to 30 years with BT.

Well, previously I've never had to use this line as we installed a seperate BT line to get online back in the late 90's (hence no problem) until we migrated the broadband number over to this original one two months ago.

So, it's pretty newly discovered, but probably an existing old problem that no one knew about or looked into.

I'll send you the details to check if you don't mind looking into the matter. Most likely not a line problem, but rather a socket thing. This one being decades old.

Any details in particular you need in the email?

J1NG

Your BT account number, forum username and link to this thread

Stephanie
BT Support

If you haven't got a modern NTE5 BT Master Socket - then it worth having one fitted.

This has to be done (legally) by BT.

There are a few conflicting posts here on prices - but it's recently been confirmed that BT can fit an NTE5 for just under £30 as long as it's not moving locations.

BUT make sure you get a firm agreement/quote before hand as others have been caught out. Hopefully BT_Care will be able to help you with this...

Sent an email and got a reply saying it's not a line fault (it was tested earlier today) and it may be a non-sufficiently filtered line.

Well, I've tried filtering all the end points thats inside this house (two original seperate lines main sockets), and no effect.

But I can suggest that the original master box in the household is likely the problem.

For the record, I have just discovered that I can hear the keyboard key presses on the phone when I am trying to dial out. Very faintly, but can be heard. And again, when I unscrewed it to see if there was a master test socket behind the face plate, there was none. The wires coming into the house are wired directly into the faceplate. The back of the box is connected to the wall.

What is the proceedure I should go about in order to get this master socket updated?

J1NG

Hopefully BT_Care will respond to your post with the correct way to arrange this.


For reference here's a recent post/thread where BT_Care have quoted £29.38 inc VAT to have an NTE5 fitted. It's worth reading through the thread...

Please let us know how you get on