topic Re: Internet connection, repeated dropouts over last couple of weeks in Broadband

Internet connection, repeated dropouts over last couple of weeks

Martin1st — Wed, 19 Nov 2025 19:21:57 GMT

I keep loosing connection intermittently.

telephone has a crackling noise in the background suggesting a line issue although the TalkTalk line text says all okay.
This has happened previously, on the last occasion Openreach had to pull another cable through in the road.

Have used original TalkTalk router to test if a router problem but the same dropouts occur.

Downstream speed not too bad when working but upstream speed very low

example router speed shots:-

Re: Internet connection, repeated dropouts over last couple of weeks

ferguson — Wed, 19 Nov 2025 19:31:34 GMT

As a first step, have you tried connecting just the phone at the test socket to see if the crackling persists?

https://help-centre.talktalk.co.uk/Broadband/Manage_my_network_and_devices/Your_guide_to_main_phone_sockets

Re: Internet connection, repeated dropouts over last couple of weeks

Martin1st — Wed, 19 Nov 2025 19:50:20 GMT

Yes have plugged phone into main socket and background noise still there.

Re: Internet connection, repeated dropouts over last couple of weeks

ferguson — Wed, 19 Nov 2025 21:02:54 GMT

The test socket, rather than the main socket?

Re: Internet connection, repeated dropouts over last couple of weeks

Martin1st — Wed, 19 Nov 2025 21:04:18 GMT

Have experienced several dropouts this evening, these are becoming more frequent.

on line test has raised following issue:-

Description

This case is open

Status

In-progress

Date reported

19/11/2025

Reference number

REP-16226625.

need someone from TalkTalk team to help escalate this as it looks like an engineer is probably needed.

Re: Internet connection, repeated dropouts over last couple of weeks

ferguson — Wed, 19 Nov 2025 21:06:55 GMT

OK, if you have checked at the test socket and the crackling persists then the support team can look into this further when they are back tomorrow. But it looks as though this may already be progressing through the system.

Re: Internet connection, repeated dropouts over last couple of weeks

amahle-TT — Thu, 20 Nov 2025 07:16:59 GMT

Hi there @Martin1st, we will look into this for you. Please confirm if you are messaging us from home.

Re: Internet connection, repeated dropouts over last couple of weeks

Martin1st — Thu, 20 Nov 2025 09:32:39 GMT

Had to use mobile signal yesterday to message as internet was constantly dropping out.
internet on at the moment but telephone line is very noisy.

Re: Internet connection, repeated dropouts over last couple of weeks

amahle-TT — Thu, 20 Nov 2025 10:00:14 GMT

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: Internet connection, repeated dropouts over last couple of weeks

Martin1st — Thu, 20 Nov 2025 11:41:21 GMT

No care line etc. No emergency dependency on connection.

However would appreciate some commitment to a resolution which in my opinion with evidence of noise on phone line and poor upload speed suggests an engineer is required to investigate external line connection.

here is a report of connection losses for today and will continue to monitor:-

ID Time Type Level Log Content

1	2025-11-20 01:30:02	SYSTEM	Notice	DSL Link Up us/ds 0/49299 kbps Type 64/65B PTM Annex B
2	2025-11-20 01:29:41	SYSTEM	Notice	DSL Training
3	2025-11-20 01:29:36	SYSTEM	Notice	DSL Link Down
4	2025-11-19 20:55:00	SYSTEM	Notice	DSL Link Up us/ds 0/51596 kbps Type 64/65B PTM Annex B
5	2025-11-19 20:54:39	SYSTEM	Notice	DSL Training
6	2025-11-19 20:54:34	SYSTEM	Notice	DSL Link Down
7	2025-11-19 20:54:25	SYSTEM	Notice	DSL Training
8	2025-11-19 20:54:21	SYSTEM	Notice	DSL Link Down

Re: Internet connection, repeated dropouts over last couple of weeks

amahle-TT — Thu, 20 Nov 2025 12:37:24 GMT

Please describe what you can hear when you try to use the phone?

- Silence

- Noise on the line

- Intermittent Dial Tone

- Consistent Engaged Tone

Re: Internet connection, repeated dropouts over last couple of weeks

Martin1st — Thu, 20 Nov 2025 12:42:48 GMT

I am getting a little frustrated at your stupid requests!

if you read my original post I have already described crackling sound on the line.

Re: Internet connection, repeated dropouts over last couple of weeks

amahle-TT — Thu, 20 Nov 2025 12:45:06 GMT

We are running diagnostics in your line, please do cooperate with us, thanks.

Are you able to make or receive calls?

Re: Internet connection, repeated dropouts over last couple of weeks

Martin1st — Thu, 20 Nov 2025 14:03:29 GMT

yes

Re: Internet connection, repeated dropouts over last couple of weeks

Martin1st — Thu, 20 Nov 2025 14:03:46 GMT

We can make and receive

Re: Internet connection, repeated dropouts over last couple of weeks

amahle-TT — Thu, 20 Nov 2025 14:27:34 GMT

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 8 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

Re: Internet connection, repeated dropouts over last couple of weeks

amahle-TT — Thu, 20 Nov 2025 14:36:55 GMT

Does the problem occur regularly, or just once?

Re: Internet connection, repeated dropouts over last couple of weeks

Martin1st — Thu, 20 Nov 2025 15:02:02 GMT

Repeatedly disconnects, again as per previous communication,

see below which shows last night and this morning.

1	2025-11-20 01:30:02	SYSTEM	Notice	DSL Link Up us/ds 0/49299 kbps Type 64/65B PTM Annex B
2	2025-11-20 01:29:41	SYSTEM	Notice	DSL Training
3	2025-11-20 01:29:36	SYSTEM	Notice	DSL Link Down
4	2025-11-19 20:55:00	SYSTEM	Notice	DSL Link Up us/ds 0/51596 kbps Type 64/65B PTM Annex B
5	2025-11-19 20:54:39	SYSTEM	Notice	DSL Training
6	2025-11-19 20:54:34	SYSTEM	Notice	DSL Link Down
7	2025-11-19 20:54:25	SYSTEM	Notice	DSL Training
8	2025-11-19 20:54:21	SYSTEM	Notice	DSL Link Down

It seems more prevalent in the evening, the last one was 01:29 this morning. I will continue to monitor.

Re: Internet connection, repeated dropouts over last couple of weeks

amahle-TT — Thu, 20 Nov 2025 15:11:12 GMT

Do you have more than one telephone wall socket in your home?

Re: Internet connection, repeated dropouts over last couple of weeks

Martin1st — Thu, 20 Nov 2025 15:16:58 GMT

No, only one phone. Have tried this in the incoming test socket, noise still on line also with phone disconnected and interruptions still take place.