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Internet disconnects when phone is answered

Discussion in 'Networking' started by blackbox2342, Sep 14, 2010.

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  1. blackbox2342

    blackbox2342 Thread Starter

    Joined:
    Feb 16, 2008
    Messages:
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    This problem began last week after my connection dropped off completely but once it returned after about an hour my internet would disconnect (not when the phone rings) but rather when it was answered.

    I looked into the issue online and found it could be related to wrong settings on my Netgear router (which I checked out and was fine), the other issue that came up was filters.

    So I rang AOL who said to change the filters and I put two new filters on and this seemed to stop the problem until tonight.

    We changed the filters on Thursday and the problem stopped so we thought fantastic! Until tonight the phone rang and off went my internet.

    It's odd as the disconnect only occurs when the phone rings and the connect immidiaetly restablishes after the phone is put down.

    I'm wondering if there is anything further I can do as I feel like I'll hit a brick wall with my ISP (AOL!!!!), I've heard that it could be my router/modem is there a way to test this?

    Anyone experienced a similar problem or have an idea how I can solve it or what the issue is?

    Here's my router log if it helps;

    Code:
    Mon, 2010-09-13 16:20:47 - Receive NTP Reply from time-g.netgear.com
    Mon, 2010-09-13 20:00:43 - LCP down.
    Mon, 2010-09-13 20:00:59 - Initialize LCP.
    Mon, 2010-09-13 20:01:02 - LCP is allowed to come up.
    Mon, 2010-09-13 20:01:03 - Loss of synchronization :1
    Mon, 2010-09-13 20:01:04 - CHAP authentication success
    Mon, 2010-09-13 21:08:42 - LCP down.
    Mon, 2010-09-13 21:09:05 - Loss of synchronization :2
    Mon, 2010-09-13 21:09:07 - Initialize LCP.
    Mon, 2010-09-13 21:09:10 - LCP is allowed to come up.
    Mon, 2010-09-13 21:09:12 - CHAP authentication success
    Mon, 2010-09-13 21:09:19 - Initialize LCP.
    Mon, 2010-09-13 21:09:19 - LCP is allowed to come up.
    Mon, 2010-09-13 21:09:21 - CHAP authentication success
    Mon, 2010-09-13 23:28:39 - LCP down.
    Mon, 2010-09-13 23:28:59 - Initialize LCP.
    Mon, 2010-09-13 23:29:02 - LCP is allowed to come up.
    Mon, 2010-09-13 23:29:08 - Loss of synchronization :3
    Mon, 2010-09-13 23:29:42 - LCP down.
    Mon, 2010-09-13 23:29:59 - Initialize LCP.
    Mon, 2010-09-13 23:30:00 - LCP is allowed to come up.
    Mon, 2010-09-13 23:30:40 - LCP down.
    Mon, 2010-09-13 23:31:00 - Initialize LCP.
    Mon, 2010-09-13 23:31:00 - LCP is allowed to come up.
    Mon, 2010-09-13 23:31:40 - LCP down.
    Mon, 2010-09-13 23:32:01 - Initialize LCP.
    Mon, 2010-09-13 23:32:01 - LCP is allowed to come up.
    Mon, 2010-09-13 23:32:41 - LCP down.
    Mon, 2010-09-13 23:33:01 - Initialize LCP.
    Mon, 2010-09-13 23:33:02 - LCP is allowed to come up.
    Mon, 2010-09-13 23:33:42 - LCP down.
    Mon, 2010-09-13 23:34:02 - Initialize LCP.
    Mon, 2010-09-13 23:34:02 - LCP is allowed to come up.
    Mon, 2010-09-13 23:34:03 - CHAP authentication success
    Tue, 2010-09-14 14:13:33 - LCP down.
    Tue, 2010-09-14 14:13:53 - Initialize LCP.
    Tue, 2010-09-14 14:13:53 - LCP is allowed to come up.
    Tue, 2010-09-14 14:13:54 - CHAP authentication success
    Tue, 2010-09-14 14:13:55 - Loss of synchronization :4
    Tue, 2010-09-14 19:51:25 - Administrator login successful - IP:XXXXXXXXXX
    Tue, 2010-09-14 20:04:25 - Administrator login successful - IP:XXXXXXXXXX
    
    
    Many thanks in advance!
     
  2. blackbox2342

    blackbox2342 Thread Starter

    Joined:
    Feb 16, 2008
    Messages:
    23
    I've read about asking for a 'lift and shift'?
     
  3. JohnWill

    JohnWill Retired Moderator

    Joined:
    Oct 19, 2002
    Messages:
    106,418
    This screams out ISP line quality issues, I doubt this is your environment.
     
  4. 1002richards

    1002richards Retired Trusted Advisor

    Joined:
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    Messages:
    5,333
    When I had the same problem it was eventually found that the phones in the 100 year old house had been wired with burglar alarm wire (twisted strands) OK for phones but not a broadband connection. This was discovered after much line testing and filter changing!!
     
  5. blackbox2342

    blackbox2342 Thread Starter

    Joined:
    Feb 16, 2008
    Messages:
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    Well to be honest we are at the end of our tether with AOL.

    We were greeted with frequent disconnects anyway and now when the phone rings the internet temporarily freezes!

    I've heard better things about other providers such as BT (which is virtually the ONLY other provider in our area) except for the TalkTalk group which is TalkTalk, AOL and Tiscalli.

    If I ring up to complain about the issue what is it best to say i.e. so I can get them to actually do something instead of blame me and my setup for a change?
     
  6. JohnWill

    JohnWill Retired Moderator

    Joined:
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    Messages:
    106,418
    Well, you can address any possible issues of your inside wiring and get rid of all the extra filters in the bargain as follows.


    Purchase a DSL splitter and install it at the telco NID (Network Interface Device). This is the place the telephone lines come into your home wiring, usually either in the basement or outside near the other utility connections. Run a direct line from the DSL port on the splitter directly to the DSL modem. Connect all of the other phone instruments to the telephone output of the DSL splitter. All of the DSL analog side wiring should be CAT3 or better twisted pair from the telco service entrance to the DSL/ADSL modem. You can use one of the twisted pairs in CAT5 cable if you have that on hand. The splitter I've used in the past is the Wilcom PS-36, it's good for any DSL/ADSL service worldwide.

    This is as good as it gets for DSL installations, and will usually solve in-house wiring issues.
     
  7. 1002richards

    1002richards Retired Trusted Advisor

    Joined:
    Jan 29, 2006
    Messages:
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    I'm with BT, The call centres in India drive me nuts but it was BT who (eventually) sent an engineer who identified that I had the wrong wiring, and rectified it.
    Also, as most of the phone infrastructure in the UK is BT's dealing direct with them cuts out the option of AOL (for instance) blaming BT and so on.
     
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