Internet dropout on incoming call (in the UFB world)

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6FIEND

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#196832 14-Jun-2016 15:59

Hi all,

I have had "UltraFibre" Internet service from Spark for some time now. Initially, we continued to utilise our copper wire for a "Homeline" service, but Spark recently mothballed that and cut us over to a voice-over-fibre service.

We went with the "Integrated Wiring" option whereby the existing jackpoints in our house remain active, and the POTS1 outlet on the ONT was connected directly to our existing punch-down block by a Chorus Tech.

Recently, I've noticed that our Internet connectivity drops out when the telephone is in use. (It may have always been the case, but I've only just made the association) I'm using the Spark-supplied Huawei HG659 router, and 'net traffic jus stops whenever the phone is in use.

I was immediately disillusioned when (After waiting for over an hour) the Helpdesk person told me that it was almost certainly a problem with my filter and that I should replace it, followed by a "please hold..." when I explained to them that they were providing a fibre rather than DSL-based service to me.

Has anyone encountered this before? Any indication as to why a VOIP call might interfere with Internet access?

PeterReader

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#1571766 14-Jun-2016 15:59

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

you have reset your modem and router
your PC (or other PCs in your LAN) is not downloading large files when you are testing - you are not being throttled by your ISP due to going over the monthly cap
your tests are always done on an ethernet connection to the router - do not use wireless for testing
you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

Your ISP and plan
Type of connection (ADSL, ADSL2, VDSL)
Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)
Your general location (or street)
If you are rural or urban
If you know your connection is to an exchange, cabinet or conklin
If your connection is to a ULL or wholesale service
If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

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Wheelbarrow01

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#1572114 15-Jun-2016 09:23

Hi 6FEIND,

The issue you are describing should definitely not be happening, however trying to narrow down to an exact cause is not too difficult in most cases. I'd start by trying to eliminate your phone handset itself as the cause of the problem. If you have more than one phone plugged in I'd unplug them all and test one at a time to see if you can replicate the problem - and try each handset on all jackpoints individually. Time consuming I know, but helpful to eliminate a single phone handset or jackpoint as the possible cause of the issue.

If you cannot narrow down any single cause by taking the above action, I would then recommend unplugging the jackpoint patch (integrated wiring) cable from the POTS1 port of the ONT if you are able to, and then try connecting a phone handset directly to the POTS 1 port (thus excluding all house wiring from the equation). Then try to replicate the issue again. If the issue is resolved by this action, it would suggest a problem in the internal house wiring somewhere.

If the problem is on-going even after carrying out all of the above, I would recommend calling Spark Faults on 120 and getting a ticket raised for an investigation. be sure to tell them what troubleshooting action you have taken so far.

[EDIT: Your original post never stated what happened after the Spark Helpdesk rep suggested checking the filter - what happened after that and how did the call end?]

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

sbiddle

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#1572124 15-Jun-2016 09:34

What type of phone do you have? And when you say the internet stops is this Ethernet of WiFi?

If you've got an old 2.4GHz cordless phone then it's possible for it to completely kill 2.4GHz WiFi while in use.

timmmay

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#1572137 15-Jun-2016 09:40

Test with a wired phone and wired ethernet to your computers. As people have said it could be a dodgy phone blocking wifi.

6FIEND

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#1572368 15-Jun-2016 13:20

Thanks for all your suggestions guys :-)

I do have a "wired" analogue handset, as well as a 2.4Ghz cordless telephone connected - so this is indeed a potential cause.

I will troubleshoot to narrow down the issue (Handset specific issue?) and/or (Ethernet vs. WiFi effecting?) and/or (Integrated Wiring vs. direct into ONT) and update you with my findings.

Thanks again.