topic Re: Internet dropping out in Broadband

Internet dropping out

magenpie48 — Thu, 27 Oct 2022 12:46:20 GMT

Internet keeps dropping out intermittently (several times daily) over last 5-6 days. TT live test indicates poor speeds when actually connected, max about 20Mbps, usually less than 10Mbps. Have tried two routers and changed filters and connected through house main inlet socket all to no avail. Incidently phoneline very crackly. Have tried to start Chat but dropped out part way through!

Any chance of some hel, please?

Re: Internet dropping out

Skynet_TX — Thu, 27 Oct 2022 19:29:32 GMT

Hi @magenpie48,

Have you tried to 'Run a live connection test' from the Service Centre to see if it detects any faults ?

Have you tried the router and phone (via a microfilter) in the test socket within your master socket (if your master socket has a test socket) ?

Can you still hear noise on the phone if you just plug the phone directly into the test socket ?

If the phone line is noisy then this can often have an affect on your broadband service too.

The TalkTalk Support Team on this community will be able to help, they will hopefully be able to respond to this post tomorrow.

Re: Internet dropping out

magenpie48 — Thu, 27 Oct 2022 19:18:39 GMT

Tks for your reply.

Yes, I have tried to run a TT live test most of the way through on 2 occasions, before the Internet dropped out before completion!

Also tried two separate TT router with ‘new’ filters, and the house phone directly into the test socket all with exactly the same results. The crackling phone varies from mildly annoying to deafening.

I await developments and thank you for your time.

Re: Internet dropping out

magenpie48 — Sat, 29 Oct 2022 17:43:44 GMT

No change to situation. Internet still dropping out randomly and when connected only maxing at less than 20Mps download speed before dropping out again. Phone not usable because of constant crackling. Connection not reliable enough to fully complete TT troubleshoot run-through.

Please might someone just test the line from the TT end?

Re: Internet dropping out

Skynet_TX — Sat, 29 Oct 2022 17:54:11 GMT

I'll escalate this issue as it doesn't look like the team here managed to reach this post on Friday, they will be back on Monday and will hopefully be able to help more then.

Re: Internet dropping out

magenpie48 — Sat, 29 Oct 2022 18:50:17 GMT

Thanks very much !!

Re: Internet dropping out

Debbie-TalkTalk — Mon, 31 Oct 2022 09:52:06 GMT

Hi magenpie48

I'm really sorry to hear this.

I've completed a line test which has detected a potential fault with the landline service, and this can affect the BB connection.

Just to confirm, is the noise on the line still present if you test with a corded phone at the test socket, with the router removed from the line?

Re: Internet dropping out

magenpie48 — Mon, 31 Oct 2022 15:31:18 GMT

Sorry for delay in replying - Internet keeps dropping out!

Have plugged a corded phone directly into into the main test socket with router completely disabled and disconnected. Still vaying levels of crackling from background to deafening!

Hope this helps.

Re: Internet dropping out

Chris-TalkTalk — Tue, 01 Nov 2022 07:25:18 GMT

Hi magenpie48,

We'll need to raise this to Openreach for investigation. I'll let let you know when I've done this

Thanks

Chris

Re: Internet dropping out

Chris-TalkTalk — Tue, 01 Nov 2022 09:24:29 GMT

Hi magenpie48,

I've raised this to Openreach for investigation. Openreach will investigate over the next 72 hours and may contact you directly if they need to access your home

Chris

Re: Internet dropping out

magenpie48 — Tue, 01 Nov 2022 10:57:13 GMT

Thanks to all! I await results.

Re: Internet dropping out

Chris-TalkTalk — Tue, 01 Nov 2022 11:01:14 GMT

No problem 🙂