topic Re: Broadband keeps dropping and phone line crackly in Broadband

Broadband keeps dropping and phone line crackly

Lindaneedshelp — Thu, 30 Mar 2023 11:25:00 GMT

Since yesterday my internet connection keeps dropping and the light on the router flashes red. I dont normally use the phone line but today plugged in phone and the crackle on the line is really bad. Connection test on talktalk page says my line is fine but if that is true, why is the router blinking red and my connection dropping all the time? Speed today when broadband was connecting was also slower than normal. (both wifi and wired connections)

Thanks for any help/tips

Re: Broadband keeps dropping and phone line crackly

Gliwmaeden2 — Thu, 30 Mar 2023 11:32:24 GMT

Add the Talktalk landline number in the profile area for staff to identify your account, @Lindaneedshelp.

Go via your avatar/name; settings; Personal Information. SAVE CHANGES.

If unsure of the number, check via Service Status Dashboard / Visit My Connection (your number will show at the top of the page, once loaded) or dial 17070 from the phone.

Re: Broadband keeps dropping and phone line crackly

Lindaneedshelp — Thu, 30 Mar 2023 11:32:19 GMT

Thanks, already added number to profile, seen that in a few other posts while searching for help 🙂

Re: Broadband keeps dropping and phone line crackly

Gliwmaeden2 — Thu, 30 Mar 2023 11:34:07 GMT

Looks like it has now registered. Just wait for staff to reach your thread and reply before following up further.

Re: Broadband keeps dropping and phone line crackly

Debbie-TalkTalk — Thu, 30 Mar 2023 11:35:55 GMT

Hi Lindaneedshelp

I'm really sorry to hear this.

The line tests are clear no faults detected.

Can I just check, is the noise on the line still present if you test with a corded handset at the test socket, with the router removed from the line?

Re: Broadband keeps dropping and phone line crackly

Lindaneedshelp — Thu, 30 Mar 2023 12:01:01 GMT

Hi Debbie

I unfortunately dont have a corded handset, but plugged the phone i do have into the test socket and the line is still crackly.

I also tried using a different filter to connect phone and hub to socket but no change.

Thanks

Re: Broadband keeps dropping and phone line crackly

Debbie-TalkTalk — Thu, 30 Mar 2023 12:02:19 GMT

Hi Lindaneedshelp

Ok, thanks for confirming.

Was the router removed from the microfilter/line?

Re: Broadband keeps dropping and phone line crackly

Lindaneedshelp — Thu, 30 Mar 2023 12:03:29 GMT

Yes, plugged phone directly into socket, nothing else, line crackled.

Re: Broadband keeps dropping and phone line crackly

Debbie-TalkTalk — Thu, 30 Mar 2023 12:07:14 GMT

Hi Lindaneedshelp

Thank you. Noise on the line can also affect the BB connection so we will have to investigate this first.

The next step will be an Openreach engineer visit to the property, would you like me to arrange this visit?

Re: Broadband keeps dropping and phone line crackly

Lindaneedshelp — Thu, 30 Mar 2023 12:10:11 GMT

Yes please, I need broadband to work. Thanks

Re: Broadband keeps dropping and phone line crackly

Debbie-TalkTalk — Thu, 30 Mar 2023 12:11:23 GMT

Hi Lindaneedshelp

Ok no problem. I'm just sending you a Private Message to confirm some details so we can arrange the engineer visit.

Thanks

Debbie

Re: Broadband keeps dropping and phone line crackly

Lindaneedshelp — Thu, 30 Mar 2023 12:55:05 GMT

Internet totally gone now, not been able to connect for the last hour at all. Phone still appears to be working but very loud on line now

Re: Broadband keeps dropping and phone line crackly

Debbie-TalkTalk — Thu, 30 Mar 2023 13:21:28 GMT

Hi Lindaneedshelp

I have sent you another Private Message.

Thanks

Re: Broadband keeps dropping and phone line crackly

Anonymous — Thu, 30 Mar 2023 13:41:55 GMT

Hello,

Thanks for the PM. The line tests are now detecting a potential external line fault so I've escalated this over to Openreach to complete an external line investigation. We'll check the fault again tomorrow for any additional updates.

Thanks

Re: Broadband keeps dropping and phone line crackly

Lindaneedshelp — Fri, 31 Mar 2023 07:02:03 GMT

Have jsut received a text from open Reach that they have resolved the line issue, the phone certainly seems to be free of noise, however broadband is now connecting at rates between 5Mbps and 16Mbps.

Re: Broadband keeps dropping and phone line crackly

Debbie-TalkTalk — Fri, 31 Mar 2023 07:05:04 GMT

Hi Linda

That's great. In regards to the BB speed, please can you power down the router for a full 30 minutes and then run another speed test?

Re: Broadband keeps dropping and phone line crackly

Lindaneedshelp — Fri, 31 Mar 2023 08:13:10 GMT

It now seems to be back to what it usually is, running between 45Mbps and 50Mbps.

Thank you for your help!

Re: Broadband keeps dropping and phone line crackly

Anonymous — Fri, 31 Mar 2023 08:17:15 GMT

Morning,

I'm really glad to hear this. I'm just sending you a short survey via a PM now.

Thanks