This is my last resort - landline causing broadband issues

[Leah82]

 Can anyone help me with this as it feels like it's fallen on deaf ears at Sky. 

Every time someone uses our landline (yes, we still have one) the internet crashes and needs a full reset which can take up to 20 minutes. 

Please does anyone know who needs to sort this issues. I've been told it's an exchange issue but not who actually needs to fix it!

[cookiemonsteruk]

@Leah82 

Could you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

If theres a fault you need to contact sky to book an openreach engineer

[Leah82]

[cookiemonsteruk]

@Leah82 

First is you are on an old adsl essentials line with a maximum speed of 24Mbps however your very high noise margin suggests you should be getting higher speeds. Adsl lines don't have a guarantee as such apart from the universal service obligation of 10Mbps.

Could you enter your full postal address below and post the table after removing your address from the image

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[Leah82]

[cookiemonsteruk]

@Leah82 

Your first priority is to call sky call to upgrade to superfast fttc vdsl the top two rows. Giving you the speed range in the first 2 columns and a guarantee somewhere between the 2 handback thresholds . If after 10 days after your superfast line is installed you haven't reached your guarantee get  back to us . What ever fault is at the exchange will be removed by moving you to fibre optic to your nearest green roadside cabinet

[cookiemonsteruk]

@Leah82 

P.s. your roadside cabinet is close as you should get 70-75Mbps with a guarantee of 40-45Mbps

[Chrisee]

@Leah82 the most frequent cause of internet connections dropping when the voice line is in use is poor or no filtering. If you havent done so already I would replace the line filter with a new one they are easy to find in most hardware stores. Something like this 

You can get a far faster and possibly cheaper service by upgrading to Sky Superfast if you decide to do that order over the phone and ask the agent to get a modern prefiltered master socket fitted as another cause can be poor phone wiring in your home and these isolate that wiring from the internet signal.

If you can definitely exclude the line filters then the issue should be raised with Sky.