Router disconects when phone gets used Solved

Question

Hello,
when I use my phone my sky router box turns off and I lose my internet connection I have phoned sky about this they say its my lap top but it has a new wireless card in and I know its the box as the lights on the frount go from yellow which is ok to orange which is not it means no connection they just dont under stand when I tell them is there any body out there that has the same problem or had same problem and know how to fix it I have changed the fiter over on the phone line and it is not that I dont know what else to do !!:-(System Configuration: Windows Vista
Internet Explorer 7.0

Raven · Accepted Answer

Alright well I have this problem too but mine is a little different from yours.

First of all if your INTERNET is disconnecting when you get a phone call then it's simple to fix. If you're using ADSL then it's probably a filter problem. You'll need to find out what your specific telco company recommends but for me I have the ADSL jacked straight into the wall without a filter. The I have every other device that uses the phone line (fax, telephone, security alarm) run through filters. These are very important, if your line isn't split correctly then your ADSL will disconnect whenever the phone rings because there isn't enough line left for it.
Now for the same problem on DIAL-UP, you simply have to find out what number to dial to disable call waiting. For me it's *52, so if I put that in front of the telephone number in my DIALUP it will disable call waiting while you are connected to the internet.

Now if your WIRELESS connection drops, when the phone rings it's usually because of this:

You have a cordless phone in your house that is using the same channel as your wireless router. Now routers are generally quite different so there's no one way to fix this. Just look up your make and model of modem on google and find out how to change the channel on your modem. It's pretty straight forward and not very time consuming to fix.
Also one thing to note is that you shouldn't automatically jump to the highest channel that you can because your wireless card may not be able to go that high.

If none of these work for you then let me know your specific problem and I will try to help as best I can.

bwjackfc · Answer

that is exactly what happens to me, everytime the phone is answered it disconnects, and you can get back on it during the call after a few seconds, but it disconnects when the phone call is ended, and I have to conenct again. really annoys me because when I am playin online on ps3 and phone rings it cuts my game off. When I phone sky they tell me the exact same thing as you.

Please let me know if you have found a solution

tigersam258 · Answer

I had exactly the same issue and tried all sorts. Changing the position of the router, replaced all of the micro-filters, tried a different laptop but still the problem persisted.

In the end, our telephone line stopped incoming calls working correctly as there was a problem at the Telephone Exchange. So all the trouble I went to to resolve and it was BT's equipment 3 miles away that caused this.

seujiro · Answer

hey,
same thing happened to me but I found out something
when u go to advanced settings in the unclick the box that says connect to non preffered networks when available...
shud do the trick

smo · Answer

Hi Guys!!!

I have exactly the same problemo! I'm also with Sky aswell. Our router is Realtek RTL8187B Wireless 802.11b/g 54Mbps USB 2.0 Network Adapter. I'm really stuck for help as it is soo annoying when ur online and someone is using the phone. If any one has a solution please let us know!!!

Ta 
xx

JSnellingJr · Answer

Do you have a cordless phone that is being used in your setup.  If so, you most likely have a 2.4 Ghz phone and a 2.4 Ghz Wireless router. The solution would be to get a different phone with a different Ghz Range and your problem should go away.   

Here is some info from VTech (https://www.vtechphones.com/ 

5.8 GHz phones offer great clarity and range. The biggest advantage to a 5.8 GHz phone is that its frequency band is less congested than the 2.4 GHz band, resulting in less interference. 5.8 phones GHz are plentiful in the marketplace today and competitively priced. 

DECT 6.0 technology is the latest cordless platform, providing improved range without needing to boost the power. This platform has been set aside exclusively for cordless phone use, which means that DECT 6.0 models have superior sound quality and do not suffer from interference created by wireless networks. This reliable technology has been in use for a number of years in Europe and has proven to provide brilliant quality of voice and sound, high protection against eavesdropping and better range than 2.4 GHz and 5.8 GHz phone systems.  

Hope this helps,

JT4LANCS · Answer

Hi Guys.

I have a PS3 and I have no problem connecting to my sky wireless router. When someone rings the phone whilst I am playing online its ok, but the minute they hang up, I lose connection. Now I know you said it is your phone frequency, but I have rang the company up and they have said that my phone is 1.8GHz which is quality, so if it is not the phone frequency what is it? I have also put a new microfilter in the phone socket, so its not that. Just for note, my wireless router is downstairs next to the cordless phones and the ps3 is upstairs, I have tries using the ps3 downstairs but still no joy. 

Any help would be much appreciated.

Thanks

wheljoe2000 · Answer

you should check first the settings of the router... then after that you still didn't find the answer to your problem... I gonna help for that....

rOBvAN · Answer

Why on earth do you think that someone phoning you causes your wireless to drop out? It is totally unrelated.

When someone phones you it is the router that loses connection to the internet. As the broadband and phone calls use the same line it makes sense to assume that the problem is with the phone line not the router. What is likely is that you have extensions in your home and extension boosters. You need to make sure that these are set up correctly and the filters are in the right places. The router should be plugged into the master phone socket with a microfilter.

j022774 · Answer

my problem is similar my laptop looses its connection when the phone is answered but not always I turn off the wifi card and then turn it back on and it reconnects but if I run a speed test while someone is on the phone it is about 40% slower than when the phone is not being used. the download speed drops from 1250 kbps to about 800 kbps

Niv · Answer

I have the same problem with my new Netgear router (Wireless-N, WNR2000). Every couple of minutes the connections drops. I have several 2.4 cordless phones and also and iPhone. I think that every time I use the iPhone the connections also drops for a second. 
I'm going to give the router back. Does anyone have a suggestion for a different kind that might work in this hostile environment?

Thanks!

mario baxter · Answer

is it okay to have be talking to someone on the phone while you are on the internet

allan · Answer

usually when that happens its a faulty filter, make sure the filter is in your main bt socket and wires are connected correctly, also this happens when you have a crackling sound on your BT phone line, what you need to do is dial 154 on your handset and ask for the gain to be increased as you have a bad line.

cassidy · Answer

omg du no hw to fix wen im on ps3 my phone rings my online go off as weel as my wii nd psp and computer online it really annoyin

Frd · Answer

Hi, don't know if this will help, as I'm not from the same place you are (I'm in Canada, and I've never heard of Sky except for the big blue thing hanging above us).

I was having the same issues with my new DLink DIR-615 router. Whenever the landline would be in use (cordless phone, however), I would loose my connection and it would resume the second (literally) I ended my call. I didn't have that problem before with my other router.

In my case, changing the channel on my router did the trick. I've found multiple posts about this. It was set to channel 6 and I put it to 11 and the connection now seems to hold when the phone is in use.

I don't know how you would do that on your equipment, but it may be worth looking into.

Pakjai · Answer

i'm having the exact same problem as everyone else... I called my internet provider O2 and they raised the tolerance level of my connection to improve it but the problem still exist today.
Tried putting filters into every single phone socket that I could find and the problem still lies... now I am thinking of getting rid of the wirless phone that I'm using. I suspect that it might be something to do with the frequencies conflicting with one another.. hopefully by changing to a wired phone will help.

techyyy · Answer

the reason your router/modem disconnects whenver the phone gets used is bc your phone is on the same frequemcy as the modem or router, or whatever your wireless card is on, try getting a different phone

ps3gamer1213 · Answer

This same problem happened to me I would be on the internet and when I received a phone call I would lose connection. I looked at my router and my phone they both used a 2.4ghz frequency so then I just bought a new phone which used a 5.4ghz frequency and that solved the problem hope this helps

WALLY · Answer

The most common problem is that your cordless phone and router share the same frequency. The solution is to purchase a cordless phone with a higher frequency. This should solve the problem.

callipygian · Answer

I have the same problem but I live in a block of flats and I happens whenever anyone in my buildings phone is used, its a complete NIGHTMARE, ps I am on O2

callipygian · Answer

Oh and im using wired so its nothing to do with wireless signals

RSN · Answer

Make sure you guys have filters installed it work for a client. Sometimes the problems are simpler than they seem.

Knight · Answer

Just ask Sky to send you a filter.They normally send three filters when you get a phone and broadband package.that is due to the broadband and phone using the same line.The filters seperate the signals and background noise.They should come free if you ask them to send some to you.It's a standard nowadays for you to reciueve filters with your line/connection.

Hope this helps.

Knight

commutonguetiedadvisor · Answer

Phone companies live in the dark ages (PERIOD) Like a this is NOT a English class. It is his simple question and all I have seen from it is how da question was asked with his grammar. He can't help it because he is a retard as you all have put it. We must be nice to the less fortunate ones guys? It is according to you boring ones to pick on them but let's get on with your lives and leave the tards alone. Now to the headlines. If you are stuck in the wireless router loop then the disconnect is inevitable.
When the technology has it whereas it is like a non-wireless then it will be a brighter day. The new AT&T G5 will be Comcast’s nightmare. I am running DS3 from “Plough”. Also Comcast 50MB for email and surfing. 
Now here for you gurus; The power companies can run power to anywhere. This is no secret. After retiring from Bell Labs 40 years. It is the same with internet. Your speed should never disconnect or have random speeds? Can you imagine the power companies charging you monthly fees for electricity and everyone is gets disconnects and random power levels? So take it from someone that know the facts; me. The internet suppliers supplies just like the electric suppliers need one thing; a GOOD connection one their end and if you are having these problems of disconnects and random power levels contact the FCC and your disconnects and random speeds will disappear. You can find the FCC phone number online for you area but you should go to Washington first and let them hear your obvious problem and/or complaint and the FCC will take care of it. When you have a complaint department in the phone company. It stops there and you will still have the problem. They put a man on the moon but they can not supply the power? You pay them enough don’t you? Next question. I am through now.

Stestcool · Answer

Hi, I have a phone socket right next to my ps3 and I was wondering if I could use it to get a wired connection.  I currently have a wireless sky box and the connection is average and I was wondering whether I could make it better.  If it is going to cut off when the phone rings I dont want it but if anybody has any ideas it would be great.

PSN: Stestcool
Youtube: Stestcool

Stestcool · Answer

Hi, I have a phone socket right next to my ps3 and I was wondering if I could use it to get a wired connection.  I currently have a wireless sky box and the connection is average and I was wondering whether I could make it better.  If it is going to cut off when the phone rings I dont want it but if anybody has any ideas it would be great.

PSN: Stestcool
Youtube: Stestcool

Bevy · Answer

Hi all.

If this fault is over 2 separate telephone lines the fault may be the following. 

This can be a wiring problem from your BT poll in the street to your house
The fault is commonly known as the pairs in the cable are legged.

Inside a standard BT drop cable are 2 x pair cables (4 single cores)
1 pair is Orange and white and the 2nd Green and white.

Each single pair is coiled to hold the magnetic field.

If the cable is legged this means when the cable was first installed the engineer has used the wrong white pairs
thus legging the cable,

It will work fine with voice calls but if someone rings in on the 2nd line while you are on the internet your connection will lag or in some cases disconnect.

sorted! · Answer

Long story I'm afraid.  If you want to cut to the chase just read last paragraph for how mine was sorted.

I had this problem for over a year.  Thought it was my cordless phone/micro filters/router and gradually changed all of above but no difference.  Spoke to BT who got me to do their tests.  They couldn't find a fault so told me to wait a couple of days to see if any change.  

Obviously there wasn't so I phoned back and did same carry on again.  Eventually they said problem was that I didn't have a BT homehub router so I would need to take out a new contract to get one.  I did this (knowing it wasn't the router but they insisted this was the solution) and of course it did't fix it.  

Phoned then up again and they sent out an engineer who spent all day changing everything in the house and at the exchange but no difference.  

They then sent out a "special" engineer who tried all of 1st engineers remedies without success.  Eventually he found a small nick in the cable under the floor before it emerged at the master house socket.  He cut the cable and reconnected it to the socket and ..... it's sorted!

Haggard1987 · Answer

Hi I also have this problem, well at first it was this problem it began with my internet losing connection when the phone rang even before I answered I would loose connection. So I disconnected my home phone completely I only have 1 phone socket but the problem persisted I contacted my provider (TALK TALK) to which the said to check the cable, check the wireless, check the filters check everything so I did even though I knew it was just my internet I have 1 desktop, 1 laptop and my Xbox360 all on wireless there all connected to the router but the router is not connected to the internet when I've phoned TALK TALK they gave me the second line tech team number which every time I've rang after of course having me number renewed so I could get through the tech team is in Mumbai India so after explaining my problem over twenty times they still tell me to check the same things (cable, wireless, filters etc) I have done the same procedure over and over again with no result they cant tell me the problem so they cant send out an engineer to fix a problem they don't understand my last draw is if the problem isn't sorted by next Friday 26/02/10 I will be canceling my contract with them which of course they don't care about.

TribalTalker · Answer

Router won't connect when dect phone base station is plugged in. 
I used to have a BT DECT phone base station and my Sky ADSL wireless router connected through a filter directly into my BT master socket. This worked fine. 
Then I got a Panasonic KX-TG6422 DECT system to replace the old BT DECT system. 
Just plugging in the new phone stops the router being able to connect to the Internet. 
Swapping back to the old BT phone cures the problem. 
What's going on? 
I have tried moving the router to a different socket, replacing the master socket, changing the filters [although not carefully enough - see follow-up message] ... running out of ideas.

Allan · Answer

Even if you are not using a cordless phone, it you have a cordless phone base connected somewhere in your home, it is probably broadcasting on the same frequency as your wireless router.

Check the manual for your router for instructions on changing your router's frequency.  Some companies also have a 24 hour help line that can walk you through the process.  I had the same problem up until today.  I already knew how to change the frequency, but I did not realize this was the problem until I read this blog.

sally · Answer

i have the same problem has you I hve phone sky and they say it is the fiters

joe · Answer

same thing happens to me. its sooo annoying.

dffd · Answer

if no-one has heard the other fifty million experts, it's your wireless phone and router on the same frequency, or too close at least-

what does the phone sound like? clear or scratchy?

changing the channels doesn't really help, but it's worth a try if it's free...

the frequency for channel 1 should be 2.401GHz though, not 1.8GHz...
and the highest channel, 11 only goes up to 2.473GHz-

so thats not much of a difference, especially if a 1.8GHz phone is throwing it off the signal.

i would find a land line phone to use for a few weeks, see how it goes, then try a 5GHz cordless later on-

the other alternative is changing the router, but that would cost more-

most routers have config pages (web pages), like http:\10.1.1.1
i've had 3 with default usernames/passwords of "admin" pretty easy
just don't play too much with the settings... lol

just google your routers default password and look around in there
 for the channels, then try channels 1, 6 and 11, if still fails then u out of luck-

hope that helps

leightonio · Answer

i have the same problem. when im on xbox itss the most anoyingest thing ever

juliesusanne · Answer

It happens to me also..really upsetting!

franky d · Answer

make sure that you that you are using the correct filter for your router,the filter that allows the signal to flow, also make sure all devices that are plugged into the phone line have filters,even direct tv and cable tv boxes.Im not sure who provides phone service in your area,most phone companies use a NETWORK INTERFACE especially on homes. If your network interface is an older model it has what in called a half ringer it helps the metal line test system measure the distance from your house to the central office,but it acts like an unfiltered phone creating noise (hiss) and causes the line to crash at times when receiving calls,most phone techs remove this when doing DSL service calls,its located in the test port were you plug into to test if your phone service is out,it looks like a rectangular small black or grey box some look like a small electronic circuit.You can cut it out a reattach the red & green wires.That should help.

Dazza32101 · Answer

Hi
We had the same problem with our internet...we just fixed it yesterday...you need a splitter box you can buy them at almost any electronic hardware store....you need to plug the splitter into the back of your phone....IMPORTANT: if you have anything running through an internet cable you need a splitter box in the back...such as a non wireless printer, computer or what ever
Hope I helped!

nolisj · Answer

My problem was solved when I unchecked the uPnP setting in my NetGear Wireless N-150 router.

LB · Answer

i had the same problem....try checking the splitter.....it worked for me....

Chirag · Answer

if u r in australia and u hv tp-link wireless problem using internet while using phone the most simple solution is to change channel to 3 instead auto ..

jim · Answer

take them off my ienet is working om my now

shawn · Answer

i have heard buying a 5ghz phone instead of a 2.4 ghz phone may fix this problem!  I don't by any means guarantee that it will though?  :o)

kwlbond007 · Answer

hello Guys, I am having the same problem, however it's nothing to do with Sky. I had the same problem when I had O2 broadband.  it might be that your phone socket is being overloaded with stuff and as suggested above, try changing the channel on your router, which might do the trick. I actually have my phone, broadband and another connection going to my sky box, which is a requirement from Sky. I will try this later today, hope it works.

Bud · Answer

Same thing happens to me when im on my ps3 that shit pisses me off especially when im with uh group of friends on there

themannn · Answer

Hey all... Happened to me..After my modem replacement.. thought at first. it was going to be the new equipment... Guess what.. locked my router. on cannel 9.. and disconnected a 2 ghz.. cordless phone.. Wasnt being used...and blingo.. perfect !  Hope this helps.. Joe.. ny-nc.com...

EDZAN · Answer

I HAVE SAME PROBLEM~!!!!!!!!!!T_T I have a routher and a idk what is it its like its the one who splits so my other laptop will have a internt connection..idk how to solve this one can u guyz help?

jesh · Answer

i have the same problem with my wifi =(

doyoubuntu · Answer

We have the same problem here... I just looked up which frequencies the router uses and found out that by default it uses 2.4 GHz. And guess what other devices usually use this frequency: cordless phones!

I know that this router can also handle 5GHz, so I guess there's a setting in the router configuration.

Drama Tech · Answer

Ensure you have a microfilter connected to EVERY piece of equipment plugged into the phone line and check that sky haven't connected their double adapter before the filter when they installed your set top box. Failing that use the BT test socket with a filter, phone and your router and see if you get the same issue, then try a 2nd filter, then borrow a phone from someone and see if that works - failing all of that, speak to your ISP as you may have a faulty router. Lastly, if all else fails contact your phone company to run a line test

goldin · Answer

please check your splitter

no one important · Answer

That is the problem in a nutshell; the router and other equipment compete for the same frequency so need to have equipment with different frequencies so they don't compete.

ML · Answer

Hi 

You need to connect the adsl router in the first jack and the phone in following ones. Else the phone breaks the adsl line when you get pick up the phone.

Best regards

Mårten Larsson
marteniskanor@gmail.com
Sweden

TechieT · Answer

If your W/Phone is a 2.4GHz, and so is your WLAN, you should go and get a specific phone either higher, or lower that this. and leave your wireless on the same Frequency.

Rustie · Answer

I finally called the cable company regarding the issue of being kicked off the internet when my home phone rang.  The technician changed the channel on my Netgear wireless because apparently my cordless 2.4ghz phone was on the same channel.

Someone not using cable internet · Answer

WHY CANT THE INTERNET BE PERFECT! I hate my connection so bad, it drops randomly 20+ times a day...

Floppy · Answer

I had this problem and it turned out to be a bad connection where the telephone line comes into the house.  Took us about a month too & froing with Sky/BT etc.  Had to eliminate lots of elements - bought a really cheap telephone to check the phone, had an IT person check the laptop, had a new router.  Eventually Sky sent an engineer out to us and problem solved within 5 minutes, just plugged in his machine and hooray problem solved!

kieran kenny · Answer

no more euros for me!

Carol · Answer

I had the same problem when I got a new cordless phone.  I already was using a DSL filter which somehow interfered with the new phone.  After being on hold with both Verizon DSL AND the phone company customer support for over an hour with no assistance, I found somewhere on the internet the suggestion of installing the filter "backwards"  - plugged the phone into the filter as opposed to plugging the filter into the phone, it all works, now!  I had to get a split jack: one side I plugged the incoming phone line, the other side I plugged in the filter.  Then, the extra cord I got with the phone, I plugged into the filter.  I hope that's not too confusing.  Good luck!

Ryan · Answer

well whenever I get a phone call my INTERNET drops and I cant connect for like 3 or 4 minuets also we have a very bizarre setup we have multiple routers/boxes but we only connect to one of them I don't know why but we do can anyone explain why we have like four boxes/routers I now one is a linksys and one is netgear also we don't have a wireless phone if there is anymore information I can get you to help please tell me

Router disconects when phone gets used

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