Loss of Internet

[CJonG]

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.

[CJonG]

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

[Highlinder]

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

[CJonG]

@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.

[Highlinder]

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

[CJonG]

@Highlinder  Thanks for getting back to me so quickly.

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

[Highlinder]

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

[CJonG]

@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.

[Highlinder]

@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 

[Lisa-P1987]

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

[CJonG]

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

[Lisa-P1987]

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

[Highlinder]

@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."

[Tom-W19]

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.

[CJonG]

Hi @Tom-W19,

Yes please.

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

Many thanks.

Chris