Sky tech useless. Internet and phone line dropping.

[Drake5]

We've had Sky broadband for a long time without any issues. The past week or so our internet connection is dropping out and when it drops out we also lose a dialing tone on the phone. It resolves its self within about 5 minutes but it will drop out again.

Has anyone experienced anything similar to this and any idea what could be causing it? Sky technical haven't been much help and suggested it was a router issue however I have tried a different router and the same issue happens.

 

[Kotu]

I had a similar issue some time ago, but the internet connection stayed working while the phone was dead (Fibre instead of ADSL). It took about 3 months for the fault to be found and it turned out to be a damaged cable at the exchange.

It's BT who is at fault with these kind of issues, sky is completely at their mercy when trying to get stuff tested/fixed :/

 

[Tealc]

When it drops out we also lose a dialing tone on the phone.

Sounds like a line fault to me. The trouble with these types of faults is that unless the line drops when they are running their line test it'll probably come back as ok.

Disconnect everything from the line and have the router and phone in the test socket just to make sure it isn't your internal wiring. Change the microfilter if you aren't using a filtered faceplate. Make sure your Sky box is disconnected from the phone line.

 

[MissChief]

Even if you're using a filtered faceplate I'd recommend ditching it and use a filter in the test socket, just to be sure.

 

[DJMK4]

Copper line fault, report exactly what you said to sky, aslong as you have tested and this happens at the master socket and you have done all your usual checks, including a quiet line test, if they are renting you the line get them to book a BT engineer to look at a copper line fault