Can Anyone Explain Why This Is Happening Please?

[dunnitall]

Having problems with internet connection at times, go to use it and it comes up not connected to the internet. On the iPad it shows wifi is fine but won't connect of course and the home landline is also off....dead line. From trial and error I've found that if I ring the landline from my mobile it rings and all is ok again!

Can anyone explain it please? The on/off light on the router box when this happens is red (box off)...phone line dead as I say but all comes back on when landline is rang from another phone. This fault is intermittent and sometimes is ok for days then all the above happens. Thanks in advance for any help you can give.

[bhg481]

You need to report this to your ISP. If it's affecting both internet and telephone it's almost certainly a line fault. Always difficult for engineers to fix when it's intermittent, so the chances are they will swap a couple of connections over in the street box thus giving you, in effect, a new line (but not a new number) and see how it goes.

[Old_Geezer]

If you have a spare/reserve router it may be worth seeing if it still occurs using that. Also consider removing the front of the main phone socket and plugging directly into the socket on the box.

[4candles]

Symptoms are signs of a damp/corroded joint in the line.
Often the ringing current on an incoming call will temporarily dry it out for a short period.
Report it to whoever you pay line rental to, as a telephony fault, but don't mention broadband as that will just confuse the issue.

[dunnitall]

Thanks everyone I will have a go re your answers, I think it's a line fault but first I will replace the filters on the phone boxes inside. A family member said that might eliminate the crackling there is on the line at times when the phone is in use. Crazy stuff this as BT have always been reluctant to replace the line when we have asked them. BB and calls are with EE....

[bhg481]

If your calls are with EE then it is they who you must report the fault to; they will call BT if they think it necessary. If you have had crackling on your line, that is another pointer to it being a line fault (exactly the problem I had last). I reported to TalkTalk, they went through some checks with me and then passed the problem on to BT. They will warn you that BT will charge you if the problem is inside your home but don't let that scare you. Having said that it's worth trying changing the filters and trying a different handset as well as OG's suggestion of going straight into the main box if you can; if your main box is old you might not be able to.

[Old_Geezer]

IME BT seem reluctant to find faults. It's bound to cost them less to fiddle with something inside the house, which finally proves not to have solved the problem, then charge the homeowner for the company's testing incompetence and lack of fault finding skills.

[bhg481]

I've never had that problem, OG.