topic Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP in Broadband

Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

kcegginton — Fri, 27 Jun 2025 12:43:33 GMT

I think there is a problem with my landline - dial tone is noisy - internet connection keeps dropping every few hours and the connection speed has dropped to 5.1Mbps down and 0.5Mbps up. This started a week ago. Who must I turn to for HELP?

Ken

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

sabelo-TT — Fri, 27 Jun 2025 13:33:31 GMT

@kcegginton, thank you for this as we will be able to look into for you. Before proceeding forward, if I may ask, have you tried checking on your line for any faults on our MyConnection via your MyAccount?

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

kcegginton — Fri, 27 Jun 2025 19:55:59 GMT

Thank you. Yes, all three tests - Broadband, Phone, Maintenance - return "Good" status. Clearly they are not.

Ken

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

Gliwmaeden2 — Fri, 27 Jun 2025 19:59:56 GMT

@kcegginton, staff support resumes Monday.

They are on here weekdays only, c 8am till c 6pm, so you need to check in daytime, Monday to Friday.

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

ferguson — Fri, 27 Jun 2025 20:08:50 GMT

@kcegginton

While waiting for a further response from the support team, it might be worth checking your connection at the test socket, see here for more details:

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

kcegginton — Fri, 27 Jun 2025 20:14:38 GMT

This may or may not be useful. Last week I was getting 8.1 Mbps down and 1.1 Mbps upstream.

Ken

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

kcegginton — Fri, 27 Jun 2025 20:18:14 GMT

Thank you - I will do when I can get to it but when this problem has arisen in the past (a few times over the years) - it's never been a fruitful process.

Ken

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

ferguson — Fri, 27 Jun 2025 20:44:36 GMT

No worries, worth a go!

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

kcegginton — Thu, 03 Jul 2025 18:33:00 GMT

All three tests - Broadband, Phone, Maintenance - return "Good" status. Clearly they are not and the situation is deteriorating - sometimes the crackling on the line makes phone conversations very difficult, the internet disconnections continue - at least twice a day and the upload speed is particularly bad.

Are any remedial steps being taken at all? I know TalkTalk are ina perilous position - but allowing poor service to continue like this is not going to attract new, or keep existing, customers.

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

kcegginton — Thu, 03 Jul 2025 18:33:48 GMT

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

Gliwmaeden2 — Thu, 03 Jul 2025 20:14:32 GMT

I'll re-escalate this for staff attention, @kcegginton, but you'll need to be able to check for messages and possibly run tests at home with their guidance during the day, Friday.

There's no staff support on the forum after 6pm weekdays or at weekends.

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

sabelo-TT — Fri, 04 Jul 2025 08:18:05 GMT

@kcegginton, I am here and will be able to further assist you with this. I will kindly ask for you to firstly unplug the power cable of your phone from your master socket and re-plug it in once more. Kindly confirm with feedback once done.

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

kcegginton — Mon, 14 Jul 2025 17:47:42 GMT

The problems with my connection seem to be getting worse. Last night the internet connection dropped at least 3 times and once during today (when someone called-in on the phone line.) Internet speeds are poor 5.1 down 0.5 up (even when the noise margin is high >17dB) and the dial-tone & calls are still crackly. This pattern seem to be the same every day - night-time drops are more frequent than in the day (I listen to internet radio or Amazon Music throughout the night). At present I am unable to access the master socket (personal reasons) - but there is no phone connected to that - there is an extension line (fitted many years ago by a BT engineer) into which our phone is connected. Occasionally, when the internet connection is dropped, the only way the modem will reconnect is if the phone is unhooked and the dial-tone is heard. It doesn't help that the latest modem firmware SG4K100208 has a bug that stops the system log from being recorded - so, I can't see the reasons or times the line drops. I need some help here.

Ken

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

Gliwmaeden2 — Mon, 14 Jul 2025 17:55:18 GMT

I'll re-escalate this again, but you will need to check back somehow during the day for forum staff to be able to help you, @kcegginton.

Chat is open till 9pm, or phone 03451 720088 but they close at 7pm.

You will need to run checks that they ask you to do as there's no other way to diagnose the issue before sending out an engineer.

If an engineer is booked and it turns out to be an issue with your equipment or your wiring etc you'll face engineer charges.

It might be worth seeing if a friend / family member / neighbour or colleague could help if you have trouble accessing the master socket yourself - but tests directly at the socket will need to be done.

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

angelique-TT — Tue, 15 Jul 2025 07:15:36 GMT

Good morning @kcegginton. I will need to run checks for you. Please confirm if you are messaging us from home.

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

kcegginton — Tue, 15 Jul 2025 12:08:25 GMT

Yes, I am at home - the connection speed has dropped even further after two disconnections:

Am I being throttled?

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

siphosethu-TT — Tue, 15 Jul 2025 12:31:42 GMT

Thank you for confirming, please also confirm if the router is currently powered on. Thanks

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

ferguson — Tue, 15 Jul 2025 12:32:45 GMT

TalkTalk don't throttle, but that downstream SNR is dreadful. It all seems to point to a network issue on the voice side which is clearly impacting your broadband speed.

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

siphosethu-TT — Tue, 15 Jul 2025 12:46:38 GMT

I'll ask this privately as I feel it should be, please respond to my private message. Thanks

Re: Connection keeps dropping, speeds dropped (0.5Mbps up) phone line crackling - HELP

kcegginton — Tue, 15 Jul 2025 12:56:35 GMT