topic Re: Constant loss of internet access due to "dead" landline? in Broadband

Constant loss of internet access due to "dead" landline?

EVANS16 — Mon, 17 Jul 2023 16:29:53 GMT

On Tuesday and Wednesday last week my broadband started to constantly lose internet access for anywhere up to 5-30 minutes before regaining it, then from Thursday up until last night the connection was more stable in terms of staying connected but the internet speed was unbearably slow. Since last night the constant loss of access has restarted and the slow speeds remain when I do have access.

During the times of constant disconnecting and slow speeds my landline (not provided by TalkTalk) has been "dead" and with no dial tone whereas my landline was working during the more stable times. I'm assuming one of them is interfering with the other or the problem is with the line completely?

Re: Constant loss of internet access due to "dead" landline?

Divsec — Tue, 18 Jul 2023 05:27:37 GMT

Hi @EVANS16 your post has been escalated and you should hear today, The staff here can run tests and take action for you. Please be sure to leave your router switched on.

Re: Constant loss of internet access due to "dead" landline?

Chris-TalkTalk — Tue, 18 Jul 2023 07:09:13 GMT

Hi EVANS16,

Your connection appears to be very unstable with a high error count. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Constant loss of internet access due to "dead" landline?

EVANS16 — Tue, 18 Jul 2023 07:22:10 GMT

Hi thank you for the message. I just restarted the router between 7:50am-8:10am (sorry I didn't see the previous message to leave it switched on beforehand) so I'm not sure what time you ran your tests and if that had any effect.

And yes, there is a problem with my telephone service. There is no noise at all on the line, not even a dial-tone, the line is completely "dead".

Re: Constant loss of internet access due to "dead" landline?

Chris-TalkTalk — Tue, 18 Jul 2023 07:30:45 GMT

OK thanks. Have you tested with your telephone connected to your test socket if you have one - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Constant loss of internet access due to "dead" landline?

EVANS16 — Tue, 18 Jul 2023 07:51:24 GMT

I have 3 sockets in the house and I get nothing using any of them. Having done a line check with my landline provider I'm now awaiting a date/time they can send out an engineer, I assume likely nothing can be done to stabilize the internet until the line is fixed?

Re: Constant loss of internet access due to "dead" landline?

Chris-TalkTalk — Tue, 18 Jul 2023 08:15:06 GMT

Thanks for the information. No unfortunately nothing can really be done about the broadband service as the instability is more than likely being caused by the landline fault. Fixing the landline issue will more than likely also fix the broadband issue but if it doesn't we can then look into the broadband issue and arrange a broadband engineer if required

Chris

Re: Constant loss of internet access due to "dead" landline?

EVANS16 — Thu, 20 Jul 2023 13:23:59 GMT

Hi again, thank you for your help up until now.

I got my landline issues fixed yesterday which has helped with the connectivity issues (I haven't lost internet access since) but I'm still having problems with the internet speed. Even watching videos or streaming in lower quality is proving a problem with constant buffering.

Re: Constant loss of internet access due to "dead" landline?

Chris-TalkTalk — Thu, 20 Jul 2023 13:32:39 GMT

Hi EVANS16,

I've restarted DLM optimsation. Your sync speed has now improved. DLM will monitor your connection over the next few days and adjust the speed to give the fastest speed with a stable connection

Chris