Regular dropouts

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Hi there,

This is a bit of an odd problem we're having with our adsl connection.

When we have an incoming phone call and someone in the office attempting to request a website at the same time the connection drops out. As you could imagine it happens relatively frequently, which means we can't reliably use the voip setup we need.

This problem has been ongoing for a number of months now. We've had line tests, an engineer visit, a new router and better microfilters. None of which has done anything to help the situation.

So if you have any insights, similar experiences or suggestions of things I should do next I will be more than grateful for them.

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Any suggestions at all?

[Burkem5]

That is strange Buttons

Can you tell me:

- What type of router you are using?

- Is it only voip lines you use or do you also have a traditional line on the same number as the broadband?

- Do the lights on the router change when this happens?

[buttons]

We have a BT Business Hub 3.0A running 4.7.5.1.83.8.82.1.1 version firmware.

There is a landline on the same number as the broadband. All calls to our geographic voip number are immediately forwarded to the landline now.

Yes, the broadband light goes then does standard connecting stuff.

[Burkem5]

OK so you are loosing connection with the exchange
best way forward is to strip this down to basics

First look at your socket that the broadband/phone goes into
Have a look at this Link
If it looks like the NTE5, Openreach NTE5 or Service Specific Faceplate or Broadband Accelerator I-plate then remove the two screws on the front of it and move into the test socket locate beneath.

This is going to rule out internal wiring, other equipment on the line, in proper wiring up of equipment (i.e.. Plugging in a piece of kit without the filter)

then make sure you have just 1 phone direct to the filter, the router direct to the filter, and the filter direct to the test socket and retest.  (testing with a brand new filter would be best)

If this is still happening you can then swap out filter and phone and if you are still having an issue we may need an engineer and you will have to contact us.

If you include a list of what you have done on your side this will allow us to get you the engineer faster.

I hope this helps

Burkem5