Is my faceplate faulty?

[pintosal]

I recently noted bursts on noise on my DG834GT router, as monitored by Routerstats.

My faceplate is labeled Openreach ADSL v1.0, and the ring wire is disconnected.

I have tracked down the cause of noise bursts, and it is due to ringing on incoming calls. The attached graph of CRC errors shows the step increases whenever an incoming call causes the phones to ring. I can cause noise bursts by phoning in.

My suspicion is that the faceplate is defective - can anyone offer an opinion?

If it is faulty, do I get BT to replace it?

[HPsauce]

If it is faulty, do I get BT to replace it?

Only if still within warranty, it's on the "user" side so not BT's responsibility.

Try a plug-in filter in the test socket and see if the symptoms persist, but it sounds more like a line fault.

[pintosal]

But the pair from the cable coming into my house from the pole screw directly into the back of the faceplate. So I didn't think that put the faceplate on the "user" side, so I assume I am not allowed to touch this.

I will try a filter and see what difference that makes.

[roseway]

I think there may be a misunderstanding of terms here. 'Faceplate' refers to the removeable front portion of the master socket, and this is on the user side. The incoming BT cable is connected to the back plate, which is BT's property. The 'ADSL v1.0' component is a BT filtered faceplate, which separates the telephone extension circuitry from the ADSL signal. You are allowed to make your own connections to the faceplate, or remove it and connect to the test socket inside.

[HPsauce]

But the pair from the cable coming into my house from the pole screw directly into the back of the faceplate.

I hope they don't.
Should go onto the backplate.
Your extensions go onto the back of the faceplate which will have IDC connectors (normally).

[pintosal]

Thanks to HPSauce and Roseway for clarifying the lines of demarcation.

Now, as regards the problem, I think I can confirm HPSauce's suggestion that it is a line fault.

Here's what I did:
1. I unplugged the faceplate, thus disconnecting my internal wiring.
2. I plugged in the router via a filter into to the test socket. 
3. Using DMT diagnostic features, I kicked off logging to capture CRC errors at 15 second intervals.
4. I phoned my landline number using a mobile.

The router started recording CRC errors, and recorded 1714 errors during the 2 minutes that the phone rang. See attached chart.

If this continues, my router will re-synch to a lower speed.

I phoned Zen, my ISP, who carried out various remote line tests but could find no line fault. On that basis, the technician thought BT would not accept this as a problem.

Two questions:
1. Is this normal or acceptable line behaviour? Has anyone else seen this kind of problem?
2. Is there other evidence I can collect, or should I just keep hassling Zen?

[HPsauce]

It will all depend if, apart from measuring CRC errors, there are any actual significant symptoms affecting the phone or broadband services.

[Azzaka]

A) When the call is answered do the CRC errors stop or do they continue?
B) The phone you are using, is it a cordless phone or is it a Corded? if its a Cordless have you checked a corded?
C) Have you been able to try another modem on the line or only GT?

You can either post you results here or PM me. Also can you tell me who you spoke with so I can chase the line test results.

Kindest Regards,

Leo

[pintosal]

Hi Leo, thanks for your interest.

A) When the ringing stops, and the call is answered, the CRC errors stop.
B) It is a corded phone. As mentioned, the errors occur even through the test jack, ie when all the phone wiring is disconnected from the BT line - making me suspect the BT line equipment.
C) I have a spare Netgear DG834GT and a Speedtouch 585v6 which I will try tomorrow.

I'll PM you with the Zen support contact name.

[pintosal]

The Ringing problem continues:

This morning my router re-synchs because of the high number of errors caused by incoming calls on my landline.

Definitely one for BT

[pintosal]

Well, I finally got this resolved, and it was a problem with a connection at the top of the pole. Therein lies a story.

After a lot of arm-twisting with my ISP, who seemed reluctant to acknowledge the possibility of a fault, a BT broadband engineer was booked. He admitted that there was a fault, and then went and did the usual round of checks in cabinets etc.

His last port of call was to go up the pole to check connections, and that's where the fun started.

The pole is infested with a triffid-like variety of ivy, and no way could he get up there. So, he booked a cherry picker, and this morning, after many delays, 2 engineers went up and sorted the wiring.

This afternoon, 2 more broadband engineers called round, tested out my line and pronounced it clean.

Sure enough, now when my phone rings there are no CRC errors.

I'm a happy bunny now.

Moral of the story - if you get CRC errors when your phone rings, and you've done the usual checks, get onto your ISP because there is likely to be a line problem that needs fixing.

[roseway]

Perseverance paid off. Well done.

[jeffbb]

Hi
I wonder who has allowed the IVY to grow up the pole ? they may find BT billing them 

Regards Jeff

[HPsauce]

Well, unless BT has a specific maintenance agreement with someone it'll be BT if it's their pole.

[Smoke]

I have been reading this post with great interest, it seems I have the exact same problem with my broadband at the moment. (It must be doing the rounds  )

Same build up of crc errors until the broadband drops while the phone is ringing and once answered the crc error build up stops.

This finally exaplains some crc error build ups I have been having lately.

I did the usual checks, different routers, different filters. I have no extensions coming off the master socket. so I am fairly certain the problem lies the other side of the NTE5 making it BTs problem.

I have reported this fault to my ISP who said to report as a telephony fault with BT as their check at that time showed a physical line fault, tried doing this, no fault found with their checks. Reported back to my ISP who have now reported the fault to BT wholesale.

After hearing the good news that you got your problem fixed and it was down to a faulty connection, I am wondering if it is a faulty connection in my case. It would certainly explain why my adsl line is very prone to external noise.

After you had the fault resolved did you notice any other improvements in your stats? Such as a reduction in the reported attenuation or an increase in sync speed?

Cheers

Mark