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  1. #1
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    Digital Phone Question

    After a few months of having a problematic digital (cable) phone system in our house, we are left with tech-types that are scratching their heads wondering what to do...never a nice feeling for the customer. Many weeks of troubleshooting this annoying intermittent problem in various ways has not resolved anything and then yesterday my daughter said to me "dumb question mum, but I have noticed that whenever the phones go out, my internet connection goes down".

    Now she has the wireless card in her computer, my computer has the router and the modem for the digital phone system is right in there with the mix. I can't wrap my head around this...I know cable feeds my computer and our telephone but...our computers are hooked up with wireless. Does anyone have any theories as to whether or not this is a relevant piece of information or does one not have anything to do with the other and it's just a coincidence?

  2. #2
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    Re: Digital Phone Question

    Do you turn off the modem when you power down the computer?

    Now running HP Pavilion a6528p, with Win7 64 Bit OS.

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    Re: Digital Phone Question

    Hi Deb,

    The fact you lose the internet connection and the phone at the same time is material. It could mean that one of these devices is faulty and, when it fails, it outputs a data stream that corrupts the data for the other. Then again, neither may be at fault and both could be getting taken out by the same fault elsewhere in the system.
    Cheers,

    Paul Edstein
    [MS MVP - Word]

  4. #4
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    Re: Digital Phone Question

    Hi Deb,

    Is your computer physically hooked up to your cable modem or are you using a wireless router to connect everything? Also, is the digital phone system physically connected or is it a wireless setup? The reason I ask is that if everything is connecting wirlessly then it is possible that they are interferring with one another.

    For example, a year or so ago my router (non-wireless version) died on me and I upgraded to a wireless one (very hard to find the other ones these days). That was okay as I had just purchased a new HP Laptop with bulitin wireless technology. I setup the new router and we were off and running! I was able to compute in every room with pure abandon.

    A couple of months later my phone died on me and my wife really wanted one of those fancy new ones with a base unit and several wireless ones to scatter about the house (this is great fun as it gives our family a new version of scavenger hunt where we all scatter and try to find the missing handsets)!

    Again there was peace in our home and all were connected in ways never seen! Ah bliss....but wait, all of the sudden I notice that I am having to 'hard re-boot' my modem because our internet connection drops to almost nothing (<250 kbps vs. 6.5 mbps as tested on Speakeasy). I called my cable company and told them that my modem was dying, they did some bit of magic over the network and informed me that my modem was perfectly okay and that I should check my router. The router folks said there was nothing wrong with my router and that I should have my modem replaced!?

    This went on for a couple of weeks until I finally got my cable provider to replace my modem. It worked perfectly for about a week and then it all started again.

    I got the cable company to send out a technician and he puttered around a bit and then proclaimed that my modem and router were fine and that the culprit was my phone system. It seems that my router and my phone system are running at similar frequencies and thus confusing one another.

    The fix was to alter the channel used by my router and move the phone base system to another room. It was either that or upgrade the phone or router to a higher frequency.

    I don't know if this fits your situation but I thought it was worth a try.
    <font face="Comic Sans MS">MickeyMouse</font face=comic>
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  5. #5
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    Re: Digital Phone Question

    Thanks all. Dave, the computer is never turned off - runs endlessly. The most that happens to the computer is that is gets a soft boot from time to time. Now the modem in question is the property of the digital phone company and they have in fact replaced it even though they didn't think that was causing the problem...they were just going through the process of elimination.

    MM, thanks for your scenario. I'm starting to think that there may be some weird interaction going on here with the phone and wireless router. The problem is that it is "intermittent", a situation no one likes to see. I believe my digital company is at the point where there are trying to tell us that we need to completely re-wire the phone wires in our home (which isn't possible - 100 yr old home with plaster walls!) in order to make this thing work. I find it interesting that at no point has any one of the 4 different techs that have come to our home mentioned anything about the wireless router being a possible player in this problem.

    As to the physical setup, the house cable goes into the phone modem; another cable runs from the phone modem to the router. Additionally, another cable of sorts runs from the router into the computer.

    Ick...it really does make my head spin!

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    Re: Digital Phone Question

    Hello Deb and the others who are trying to help you. Your question/problem seems not to belong in the Scuttlebutt forum, if for no other reason than the threads in this forum EXPIRE after 60 days and would no longer be available to Loungers searching for answers in the future. If you will all bear with me, I'm going to move this thread to the Networking forum, since it DOES have to do with your internet connectivity, etc. Hang in there for just a minute...

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    Re: Digital Phone Question

    Thanks Al. I wondered where the best spot for this post would be...wasn't sure if it was even related to networking so I hedged my bets and chose Scuttlebutt. Good point about the expiring threads though. Didn't know that!

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    Re: Digital Phone Question

    Mind if I chime in on this?
    I have had similar problems with Comcast. Here are a couple of ideas and since I had Comcast do the first two I no longer have problems.
    If they havent split your internet off of the "main" line from their cable box have them do so.This ensures that your internet is alone. Do not use a splitter to split your TV off of that line, or vice versa. It will make a world of difference. Secondly make sure that your cable people properly ground their service, and lastly; all digital phones (not phone service), use frequencies in either the 2.4GHz, 5.8GHz and some newer albeit hard to find are now in the 6GHz range. Your router is in the 2.4GHZ range Keep these at least 50 feet awat from your wireless router, or better yet check to make sure that they are not in the same frequency range, but if they are reset your router channel to a different one like you did. That will wok most of the time, however you might want to check to see if your phone also uses what is known as frequency hoping, which means that your phone is constantly changing channels. If if does, then either get one that doesn't or do not use it anywhere near your laptop or wireless router, because eventualy it will briefly end up on the same channel. All of the frequncy information can be found in the spec sheet that comes with both your router, modem, and phone.
    Thanks John
    Teamwork is essential; it gives the enemy other people to shoot at. (Murphy's War Laws #39)

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    Re: Digital Phone Question

    John, thanks very much for that concise response. We have an appointment with another tech (yet again) on Feb. 28th...I think when the poor soul arrives I'm going to hand him your post.

    I know this service is relatively new to our area (about 3 months) but it just bugs me that the cable company hasn't covered all troubleshooting points on this one. I would have been plenty upset if we had actually been dumb enought to rip out the beautiful lathe and plaster walls to get to the phone wires just to find out it was a frequency issue with the router/phone! And I swear if I had to repeat my story to one more phone tech person I was going to scream <img src=/S/hairout.gif border=0 alt=hairout width=31 height=23>

    As usual, my thanks to all for helping me with this troublesome problem!

    Deb

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