Line Drops When Phone Used

I'm just about to raise this fault with my provider (ADSL24) but I wanted to check to make sure that I have covered all the bases in terms of self help.

1. My Setup
BT master socket with XTE-2005 faceplate

Extension Socket upstairs which is run from the unfiltered terminals in the XTE-2005 (using 2 wires of a CAT5 cable).

Upstairs I have a Draytek Vigor 2600 plus plugged into the ADSL socket of the extension and a BT Converse 1300 phone plugged into the phone (filtered) socket.

I am about 3.5km from the exchange and my normal Attenuation is 49 my normal SNR is 14.5 with a max connect speed of around 3168000, but a reliable connection usually occurs around 2916000. I am interleaved.

Yes it's not a good starting point, but hey, it works.....or at least it did.

2. The Problem
Whenever the telephone is used i.e. taken 'off the hook' to answer an incoming call or to make an outgoing call, the ADSL connection drops. Occassionally, the line remains synched but the SNR drops to 1 or 2. However, this causes so many errors that the router reboots in an attempt to clear the problem.

As soon as the phone is put back 'on the hook' the SNR rises again and to router will resynch at a similar speed to before.

Occassionally the router will manage to resynch whilst the phone is off the hook, but will only achieve a rate of around 256000 - thereby ruining my profile. In these cases when the phone is put back 'on hook' the SNR rises to around 30.

What I've tried

1. Using the phone from the master socket faceplate
2. Double filtering the phone in both master socket and extension
3. Using a filter in the Test socket with ADSL and phone plugged in
4. Using a different filter in the Test socket .....
5. Used a different phone (another BT one and a Panasonic DECT)
   

All of these result in the same symptoms

Over To You

Can anyone suggest anything else I can try first before I call my provider?
Has anyone seen a fault of this nature before? Any idea what it is and how it is resolved?

Thanks and sorry for the long post!

edit: Forgot to mention other phones tried

Edited by elysrum (Tue 20-May-08 17:06:03)

Another obvious check is a different phone.

Ahah, I forgot to mention that I had tried both another BT Phone and a Panasonic DECT phone. Again - same symptoms.

Looks like you've done all you can - sounds like a line fault to me, so you'll need ADSL24 to escalate to BT.

Let us know how you get on...

I have had this twice, 4 years ago and a month ago. Drove me potty. Just one more test is to unplug the phone completely.

Just plug the router in the master socket without any ethernet cables attached (just the RJ11 cable to the socket) then dial in your line with a mobile - this rules out any phone causing the problem (saves trying a different phone too)

If the internet cuts off in that instance, it is definitely a line fault, known as a HR dis - make sure your broadband provider sends out a "broadband" engineer, not a line engineer. Both times for mine, the first engineer was a line engineer and they could not fix it.

Each time required a second visit by a broadband engineer, and both times it was fixed on the second visit.

Interesting, that is one combination I have not yet tried, will try that when I get home.

I have also now raised the fault with ADSL24 and we are working through the normal support process. I'll update this thread as and when I get any more info.