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560 posts

Ultimate Geek
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Topic # 110992 22-Oct-2012 12:01 Send private message

I have been experiencing Internet drops whenever I receive (or make) phone calls from the land line. Simply put, the ADSL and Internet lights on the modem goes out and takes some time to start up again (or I have to do a hard reset of the modem).

This isn't the first time I have experienced this. I have raised this with Slingshot customer service as well. At first I thought it could be the phone, it was quite old (6 years) so I went and bought a new cordless phone set (cordless system with 2 extra head sets). It didn't solve the problem. I went and got a new modem as well (TP Link; previously was using a Linksys WAG 120N). The new modem also came with a new ADSL filter, so connected that up for the cordless landline. 

I have recently moved into this new house (since June). The previous owners installed a master splitter so there is only one ADSL jack point and there are 2 phone jack points and the phone is connected to one of them. There is nothing connected to the 2nd phone jack.

I have also previously have had numerous drops of my Internet connection. I initially thought that the wiring in the house could have been causing it (bad master splitter maybe?) But since I put the new filter for the phone, the number of internet drops have certainly decreased, but there are still enough to annoy one. I have called up Slingshot a number of times and have reported this as well.

Has anyone else using Slingshot experienced this issue where their Internet connection drops out when they receive a phone call on their landline (or make a call)? Any ideas what could be causing such an issue?

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2650 posts

Uber Geek
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  Reply # 704610 22-Oct-2012 12:09 Send private message

Are you using plug in filters on the phone as well as the master filter?

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  Reply # 704619 22-Oct-2012 12:12 Send private message

It sounds like your Master Filter is faulty. To prove whether that is the case, you really need to isolate it from the line and do some tests. However, you need to know what you're doing with phone wiring in order to do that, so here is something you could try, to see if it helps:

- Disconnect your modem from the ADSL jack.
- Plug the new ADSL filter you recently bought into the ADSL jack.
- Plug your modem into the direct port of the filter.
- Plug your phone into the other port of the ADSL filter (if your filter doesn't have 2 ports, use a 2-way phone adaptor instead).
- Switch on your modem and wait for it to sync.
- Now make a phone call and see if the modem disconnects.

It's not a 100% foolproof test because the Master Filter is still across the line. But it may show whether the Master Filter is doing its job or not.

I have also had similar problems when the copper joints in our line were badly corroded. The ringing voltage was enough to upset the corroded joints, whereas the ADSL signal managed to get through OK. If it turns out that your line has a fault, obviously you will need to arrange for your ISP to get Chorus to fix it.





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Vodafone NZ

  Reply # 704621 22-Oct-2012 12:14 Send private message

This is not a ISP issue but a house wiring issue




BDFL
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  Reply # 704656 22-Oct-2012 15:48 Send private message

Either the filters are faulty, or no proper filter is installed. Or no splitter.

Either way it's a problem on your house, not the ISP.






560 posts

Ultimate Geek
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  Reply # 704835 22-Oct-2012 22:10 Send private message

Thanks a lot guys. I had a gut feeling it might be that since there werent that many issues before into this house. Thanks a lot grant_k, I will try that test to determine if it is the master splitter.

So from the sound of it, I would need Chorus to come in and fix the cabling?

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  Reply # 704836 22-Oct-2012 22:14 Send private message

Krishant007: Thanks a lot guys. I had a gut feeling it might be that since there werent that many issues before into this house. Thanks a lot grant_k, I will try that test to determine if it is the master splitter.

So from the sound of it, I would need Chorus to come in and fix the cabling?


Possibly. If you have the wiring and maintenance insurance it could be free.

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  Reply # 704842 22-Oct-2012 22:53 Send private message

Krishant007: Thanks a lot guys. I had a gut feeling it might be that since there werent that many issues before into this house. Thanks a lot grant_k, I will try that test to determine if it is the master splitter.

So from the sound of it, I would need Chorus to come in and fix the cabling?


That, or you could live with it if you don't get too many phone calls. If you have a line insurance it could possibly be covered by that?

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Slingshot

  Reply # 705047 23-Oct-2012 12:39 Send private message

Krishant007: Thanks a lot guys. I had a gut feeling it might be that since there werent that many issues before into this house. Thanks a lot grant_k, I will try that test to determine if it is the master splitter.

So from the sound of it, I would need Chorus to come in and fix the cabling?


Hi, 

Grant_k has advised sound troubleshooting, if you are still having issues after trying that please private message me here with your account number and I'll take a look for you.

Thanks,
Ben




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  Reply # 705070 23-Oct-2012 13:20 Send private message

Krishant007: Thanks a lot guys. I had a gut feeling it might be that since there werent that many issues before into this house. Thanks a lot grant_k, I will try that test to determine if it is the master splitter.

So from the sound of it, I would need Chorus to come in and fix the cabling?

If you are Auckland or Waikato, I can check this out for you. I have seen the odd master splitter fail, so could be this. Flick me a PM / Email if you would like my help.

Also have a read here: http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=96226





Chorus has spent $1.4 billion on making their ADSL broadband network faster. Why not spend a couple of hundred to make sure you are getting the most out of your connection?
Geekzone special price: $150* for master splitter install, normally $200+ through your ISP. Auckland and Waikato areas.
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Ultimate Geek
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  Reply # 710495 1-Nov-2012 16:33 Send private message

Hey everyone. thanks for all your replies. Just an update on the situation.

Luckily i did have Wiring and Maintenance on my account. The Chorus contractor came and did some tests and was able to determine that I indeed got internet dropout whenever I received a phone call.

He did some testing, opened up the wall socket, took out the master splitter, did some more testing, tried a new master splitter, got the same problem. He then tried running a direct line from the pole outside to the house and checked the phoneline; and there was no problem there. He concluded that there was no issue with the internal house wiring; nor with the connection.

The problem was with the wire from the telephone pole, on the road, to the connection to the house. He had replaced the wire yesterday and the Internet connection seems to be holding up when making a phone call now. I will update the thread if the connection does drop abnormally again.

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  Reply # 711107 2-Nov-2012 19:37 Send private message

Krishant007: Hey everyone. thanks for all your replies. Just an update on the situation.

Luckily i did have Wiring and Maintenance on my account. The Chorus contractor came and did some tests and was able to determine that I indeed got internet dropout whenever I received a phone call.

He did some testing, opened up the wall socket, took out the master splitter, did some more testing, tried a new master splitter, got the same problem. He then tried running a direct line from the pole outside to the house and checked the phoneline; and there was no problem there. He concluded that there was no issue with the internal house wiring; nor with the connection.

The problem was with the wire from the telephone pole, on the road, to the connection to the house. He had replaced the wire yesterday and the Internet connection seems to be holding up when making a phone call now. I will update the thread if the connection does drop abnormally again.

Exactly the same thing that happened in my case!

johnr: This is not a ISP issue but a house wiring issue


freitasm: Either the filters are faulty, or no proper filter is installed. Or no splitter.

Either way it's a problem on your house, not the ISP.


Not always guys, as has been proven in this case Tongue Out





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Uber Geek
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  Reply # 711146 2-Nov-2012 21:10 Send private message

I see faults for this quite a bit where the house does not have an ETP. Chorus installs an ETP and run a new drop wire. Majority of the time though, it is a filtering issue and it can be fixed without Chorus intervention.





Sometimes what you don't get is a blessing in disguise!

BDFL
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  Reply # 711158 2-Nov-2012 21:56 Send private message

grant_k: Not always guys, as has been proven in this case Tongue Out


Well, the problem was wiring, not the ISP.





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Ultimate Geek
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  Reply # 712101 5-Nov-2012 10:36 Send private message

freitasm:
grant_k: Not always guys, as has been proven in this case Tongue Out


Well, the problem was wiring, not the ISP.



From time to time (Although very rare) the splitter card at the exchange causes this...




---------------------------------------------------------------
Nebukadnessar
ISP: Slingshot (250gb Rollover) - Better Network
Speed: 37/3 VDSL MSAN (tester)


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