Broadband disconnects when phone rings.

[#1]

Sometimes when the phone rings the broadband will disconnect completely. A new corded phone has been connected as the old phone turned out to be damaged & a quiet line test was performed. I tried going through the faults troubleshooter  http://faults.plus.net but it fails to complete & says to try again later.

This is what it says in the event log:

11:15:41, 20 May.	(2687871.190000) PTM over DSL is up
11:15:33, 20 May.	(2687863.630000) CWMP: session closed due to error: Could not resolve host
11:15:33, 20 May.	(2687863.610000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
11:15:33, 20 May.	(2687863.600000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
11:15:03, 20 May.	(2687833.240000) CWMP: session closed due to error: Could not resolve host
11:15:03, 20 May.	(2687833.220000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
11:15:03, 20 May.	(2687833.210000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
11:15:02, 20 May.	(2687832.850000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
11:15:01, 20 May.	(2687831.010000) PTM over DSL is down after 1035 minutes uptime
11:15:01, 20 May.	(2687831.010000) PPPoE is down after 1035 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

[#2]

Hi, I'm getting the same problem. It's been happening since I moved from 36mb to 76mb. The router has been regularly dropping connection which I've only just realised occurs after a call has ended (outgoing or incoming). I've changed modem and filters with no luck. Only thing that seems to reduce the occurance is if I have the phone and modem on the same filter, although it still happens occasionally.

[#3]

In my experience, one of two things causes this.

1) Your filters / faceplate

2) The line splitter card at the exchange.

@brazclapz Your fault is raised but I'll progress the ticket

@Monkswood70 Please visit faults.plus.net and report a new fault.

[#4]

@plusnettony 
Thanks for the reply.

An engineer came out today & said everything is fine from the exchange to the premises & from the master socket. He changed over the master socket faceplate and the filter as they were really old & to rule those out & everything at the moment seems to be fine. If problems persist I'll have to change out the phone line extension cable from the master socket to the filter & he said it also could be a fault with the router itself.

One other thing I've noticed is a drop in download speed, used to consistently get 65+mbps now it's averaging at 50-55mbps. The upload speed seems to not be affected.

[#5]

Hello @brazclapz,

Together with our network partners at Openreach we are prioritising customers who don’t have a phone line or broadband connection, meaning there might be a delay in Speed Faults being fixed. In the meantime, I have moved your fault ticket to the correct pool and it will be picked up by our faults team when possible.

[#6]

So to update this issue, since the engineer came out there has been no disconnects when there's been incoming calls but there has been random disconnects with 3-6mins uptime in-between.