Internet goes off when phone is used.

This is a long story so to be brief. Our internet goes off when we use the phone. About 2 weeks ago we got disconnected for a while & we noticed a guy over the road was having some work done by Openreach (I think). After that the phone had background noises. Basically it came to a head tonight when my wife needed to make a call at the same time as I listen to a weekly radio programme on the net, & I lost the internet radio. I changed the filter but the same happened.
Is there anything I can do, or do I need to get my ISP to sort out the box the guy seems to have messed up.

It sounds suspiciously like your line has an HR fault.

Ring your broadband provider, and have them raise a fault with Openreach. Don’t bother with the ‘additional detail’ just state that the internet drips when the phone is used.

Don't forget to check your filter, these do sometimes fail and cause exactly that problem.

In reply to a post by dsergeant:

Don't forget to check your filter, these do sometimes fail and cause exactly that problem.

In reply to a post by Overjoyed:

I changed the filter but the same happened.

Edited by jelv (Sat 13-Nov-21 10:06:19)

That sounds like HR fault, more likely on the phone side.

Sometimes testing on the broadband side does not pick this type of fault up, so it may need a test on the phone side (ie: copper line etc) to trigger it.

I basically have exactly the same problem, but I gave up long ago!

I had it on ADSL and even when FTTC came to my area 2 years ago. Despite engineer installing a pre-filtered NTE5c Faceplate MK4 as part of the FTTC upgrade occasionally the internet still cuts off when plugging the telephone line into the faceplate.

Sometimes though, it doesn't. I pretty much gave up solving this issue. I simply leave the telephone wire unplugged and use Skype/WhatsApp/Zoom/Facebook for phone calling instead. That way I don't have the problem anymore.

When I check for noise on the line, apparently there isn't.

Regardless of which ISP you switch to on either ADSL/FTTC, you will have the same problem.

If you don't have a pre-filtered NTE5c Faceplate MK4 you can buy one from Amazon or call your ISP to send an engineer to install one for you. https://www.amazon.co.uk/Openreach-Telephone-Master-...

I can't promise you that it will solve the problem, but it might reduce the tendency of the internet cutting off when using the phone.

Thanks everybody for your help. I contacted my ISP today. The on-line check came up with no faults, but the test the operator did brought up a fault, and an engineer is coming around in a few days. I will keep you informed.

That sounds like HR fault, more likely on the phone side.

That’s tosh … both services come down the same pair, a simple line test of the voice side is less likely to detect an issue. Testing the broadband side will give a CIDT test,, intended to pick up HR faults……
Best option still is for the CP to stump up for an SFI visit.