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Internet disconnects

norfolkdave
Chat Champion
Message 19 of 19

Hello again

Sometimes when we receive a phone call the internet disconnects with a flashing amber light on the router then gradually reconnects and the phone line crackles. Any ideas.?Thanks.

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18 REPLIES 18

Message 1 of 19

Hi David,

 

Thanks for the update and I'm glad to hear this 🙂

 

Thanks

 

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Message 2 of 19

Hi Debbie & Michelle

So far so good. Had quite a few landline calls and no connection problems.

 

David

Message 3 of 19

Hi @Chrisj2710

 

Please can you create a topic on the Community, we can then look into this for you.

 

Thanks

 

Debbie

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Message 4 of 19
Our internet is intermittent and we have have no phone signal at all please can you help
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Message 5 of 19

OK. Thanks

 

Message 6 of 19

Hi,

 

Ok thanks for the update and please let us know if this does happen again.

 

Thanks 🙂

 

Message 7 of 19

Seems OK now. I suspect a bad connection where the microfilter plugs into the phone line socket. I'll keep you updated. Thanks

 

David

Message 8 of 19

Hi David,

 

I'm sorry for the delay and to hear this. I've re-run the line test now which is detecting a possible issue. Is the router currently switched off? It's strange that when you call from your mobile that the internet doesn't drop but it does if you are called from a landline number. Is it all landline numbers or just the one number?

 

If you remove the phone then ask someone to call the line, does the connection still drop?

 

Thanks

 

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Message 9 of 19

Hello again Debbie

The fault is still the same. We had a phone call from another landline and the internet disconnected. I used my mobile to phone our landline No. and the internet doesn't disconnect'. It's also OK when you ring out and speak but only on incoming calls. Strange. Any ideas?  Thanks

 

 

David

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Message 10 of 19

Microfilter arrived. Thanks Debbie

 

David

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Message 11 of 19

Thanks Debbie

 

David

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Message 12 of 19

Hi David

 

It's on its way, please allow 24-48hrs for this to arrive.

 

Please let us know how you get on.

 

Thanks

 

Debbie

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Message 13 of 19

Yes please. Thank you

Message 14 of 19

Hi David

 

Thanks for your reply.

 

I can send you a microfilter, would you like me to arrange this?

 

Thanks

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Message 15 of 19

Hi Debbie

I disconnected the microfilter then plugged it in again and seems OK now. I haven't a spare micro filter. It might have an intermittent fault. Is it possible to get another one or shall I wait and see what happens? Thanks

 

David

Message 16 of 19

Hi norfolkdave

 

I'm sorry to hear this.

 

Can I just check, have you tested with a new microfilter?

 

Thanks

 

Debbie

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Message 17 of 19

hanks. I'll try

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Divsec
Community Star
Message 18 of 19

Hi @norfolkdave Your post has been flagged for assistance and you should hear soon but please remember that the staff here work office hours. In the meantime please check your community profile and add your landline phone number which is used to identify your account.

Have you tried the service centre in my account? 

I don't work here and all my opinions are my own.