topic Re: Loss of Internet in Talk

Loss of Internet

CJonG — Mon, 06 Jun 2022 11:28:01 GMT

Every time a landline call is received my internet (centre green light on router) goes out. This occurs before I pick up the call and when the phone is ringing. Once the call is terminated the internet resets and the centre router light goes green after a minute or so.

Any pointers please? Many thanks.

Re: Loss of Internet

CJonG — Mon, 06 Jun 2022 11:34:47 GMT

Just to add, none of the hardware e.g. phones, filters, sockets, cabling, router etc has been changed.

Re: Loss of Internet

Highlinder — Mon, 06 Jun 2022 12:07:59 GMT

@CJonGSounds like it could be a possible bad filter, might want to change it out and see if this resolves the issue.

Re: Loss of Internet

CJonG — Mon, 06 Jun 2022 13:19:02 GMT

@Highlinder - many thanks for the suggestion.

Swapped the filter out with a new one - still the same issue unfortunately. Could this be a line fault of some kind? Thanks in advance for any further advice.

Re: Loss of Internet

Highlinder — Mon, 06 Jun 2022 13:45:38 GMT

@CJonGHow many other phones are connected via other sockets in the property or do you only have the one in the master socket?

Re: Loss of Internet

CJonG — Mon, 06 Jun 2022 13:59:53 GMT

@Highlinder Thanks for getting back to me so quickly.

Two phones in total. One off the master socket and one off a spur.

Re: Loss of Internet

Highlinder — Mon, 06 Jun 2022 14:08:22 GMT

@CJonGAre you able to change the other filter. But if this an external fault then have to see if this can be escalated.

Re: Loss of Internet

CJonG — Mon, 06 Jun 2022 14:18:51 GMT

@Highlinder

Fortunately I had two new filters spare. Swapped the other phone line filter out too - same result unfortunately.

How could this be escalated please? Thanks.

Re: Loss of Internet

Highlinder — Mon, 06 Jun 2022 15:09:45 GMT

@CJonG I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Loss of Internet

Lisa-P1987 — Mon, 06 Jun 2022 15:59:39 GMT

Thank you for escalating this. We have sent CJonG an invite to chat 🙂

Re: Loss of Internet

CJonG — Mon, 06 Jun 2022 16:36:11 GMT

thanks, however no-one is responding to my chat message. I'll phone the fault in tomorrow.

Re: Loss of Internet

Lisa-P1987 — Mon, 06 Jun 2022 16:43:23 GMT

It is not an instant chat, there may be times where we do not respond immediately.

Re: Loss of Internet

Highlinder — Mon, 06 Jun 2022 16:51:28 GMT

@CJonG From the link I posted " Responses in Community Messaging aren't immediate which allows you to go about your day, so please check back often. The chat bubble will also be present for 48 hours."

Re: Loss of Internet

Tom-W19 — Thu, 09 Jun 2022 08:19:01 GMT

Hi CJonG

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

Re: Loss of Internet

CJonG — Thu, 09 Jun 2022 09:14:17 GMT

Hi @Tom-W19,

Yes please.

I'm stuck - losing my internet connection everytime the landline rings is really inconvenient!

Many thanks.

Chris

Re: Loss of Internet

dmy24 — Thu, 09 Jun 2022 12:16:44 GMT

Thank you for re-escalating this. We have sent an invite to chat 🙂

Re: Loss of Internet

Lisa-P1987 — Fri, 17 Jun 2022 08:05:14 GMT

Update – Thanks for chatting to us CJonG. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂

Re: Loss of Internet

CJonG — Fri, 17 Jun 2022 08:23:28 GMT

Hello @Lisa-P1987

I received the Master Microfilter and ADSL cable yesterday and installed them. No change unfortunately. Internet still dropping out when an incoming landline call is received.

Could I please escalate accordingly.

Many thanks

Chris.

Re: Loss of Internet

Mark39 — Fri, 17 Jun 2022 08:56:07 GMT

@CJonG you'll need to follow this up directly with Sky so that they can help you further. I've alerted them to your post so look out forvthe chat bubble as before, during today or tomorrow.

Re: Loss of Internet

Greenfingers001 — Fri, 17 Jun 2022 09:12:14 GMT

Thank you for escalating this. We have sent an invite to chat 🙂