topic Re: Internet connection disconnecting and intermittent crackling on phone in Fibre

Internet connection disconnecting and intermittent crackling on phone

johnny95 — Tue, 25 Jun 2024 12:48:00 GMT

Hi,

My internet connection has been disconnecting for serval months. Recently it has got worse. I also have intermittent crackling on the phone. I was using the black Huawei hub and then the Sagemcom WiFi hub 2.

However they both were rebooting automatically. So I then tried a different setup with a router and modem. I used the BT Huawei Echolife HG612 provided by Talktalk a while ago, and a Eero Pro 6 router. The DSL on the modem did the same and kept dropping. I'm now using a Draytek Vigor 166 modem with the Eero Pro 6. Unfortunately this modem also dropped DSL. So it's fair to say it's the internet connection where the problem is.

I have now connected my modem to the test socket on the master socket. It's been connected for just over a week. As far as I know it hasn't dropped so far. I'm thinking it may be the faceplate on the socket that could be the problem? However I'm not 100% sure. It could be a line or exchange issue? I had an issue with the exchange over 10 years ago, where the filters needed replacing. Maybe it's the same issue, I'm not sure.

As there has been so many disconnections my speed has dropped from 58Mbps to 44Mbps. I'm guessing the DLM has slowed it down?

Please can you help,

Cheers,

John

Re: Internet connection disconnecting and intermittent crackling on phone

Debbie-TalkTalk — Tue, 25 Jun 2024 12:56:26 GMT

Hi @johnny95

I'm really sorry to hear this.

The line test has detected a loop fault and this is often caused by internal wiring or equipment connected to the line.

Would it be possible to remove everything from the line including the face plate for 15 minutes so I can run another line test in this set up?

Re: Internet connection disconnecting and intermittent crackling on phone

johnny95 — Tue, 25 Jun 2024 12:59:11 GMT

Ok so I should take everything out? As I say the faceplate is already out.

Re: Internet connection disconnecting and intermittent crackling on phone

Debbie-TalkTalk — Tue, 25 Jun 2024 13:00:15 GMT

Hi @johnny95

Yes if you could remove the router, phone and filter from the test socket too?

I can then run another test. Thank you.

Re: Internet connection disconnecting and intermittent crackling on phone

johnny95 — Tue, 25 Jun 2024 13:01:30 GMT

Ok I'll do that now. I'll reconnect in 15 mins.

Re: Internet connection disconnecting and intermittent crackling on phone

Debbie-TalkTalk — Tue, 25 Jun 2024 13:05:42 GMT

Thank you @johnny95

The line test is now clear - No faults detected.

Would it be ok to connect the phone now and see if there is any noise on the line at the test socket? (with the router still removed)

Re: Internet connection disconnecting and intermittent crackling on phone

johnny95 — Tue, 25 Jun 2024 13:27:51 GMT

I couldn’t hear any noise but most of the time there isn’t any. I’m now back online connected to the test socket again. Do you think it could be the faceplate?

Re: Internet connection disconnecting and intermittent crackling on phone

Debbie-TalkTalk — Tue, 25 Jun 2024 13:30:48 GMT

Hi @johnny95

I could try the line test again with the router and filter connected at the test socket (phone still also connected) to see if that still comes back clear?

Re: Internet connection disconnecting and intermittent crackling on phone

johnny95 — Tue, 25 Jun 2024 13:42:39 GMT

Yep please try.

Re: Internet connection disconnecting and intermittent crackling on phone

Debbie-TalkTalk — Tue, 25 Jun 2024 13:44:07 GMT

@johnny95 Is the router connected again now?

Re: Internet connection disconnecting and intermittent crackling on phone

johnny95 — Tue, 25 Jun 2024 13:45:04 GMT

Yes the router, modem and phone all connected through the test socket.

Re: Internet connection disconnecting and intermittent crackling on phone

Debbie-TalkTalk — Tue, 25 Jun 2024 13:47:50 GMT

Hi @johnny95

The loop fault has been detected again. I'm wondering if it's a fault with the microfilter or router.

Do you have another filter you could try?

Re: Internet connection disconnecting and intermittent crackling on phone

johnny95 — Tue, 25 Jun 2024 13:50:06 GMT

I really don’t think it’s the microfilter. As when I’m not using the test socket I have a faceplate that doesn’t require one. With the phone in one socket and a separate dsl socket.

Re: Internet connection disconnecting and intermittent crackling on phone

Debbie-TalkTalk — Tue, 25 Jun 2024 13:53:06 GMT

Hi @johnny95

Thanks for your reply.

Do you ever connect just the router without the modem?

Have we sent you a Sagemcom WIFI hub for testing?

Re: Internet connection disconnecting and intermittent crackling on phone

johnny95 — Tue, 25 Jun 2024 13:53:25 GMT

It’s not the router either as I’ve tried 4 different routers.

Re: Internet connection disconnecting and intermittent crackling on phone

johnny95 — Tue, 25 Jun 2024 13:56:04 GMT

Yes as I mentioned in my first post I’ve used the black Huawei hub and then the Sagemcom WiFi hub 2 from you and they both disconnected. So that’s why I’m using my current setup. I think it could be the faceplate as it hasn’t disconnected since I’ve been in the test socket. Is it possible to send an engineer?

Re: Internet connection disconnecting and intermittent crackling on phone

johnny95 — Tue, 25 Jun 2024 13:57:57 GMT

Should I try a new faceplate? If I can purchase one?

Re: Internet connection disconnecting and intermittent crackling on phone

johnny95 — Tue, 25 Jun 2024 13:59:05 GMT

Also do you think it’s worth testing the line without the phone connected, just my router and modem?

Re: Internet connection disconnecting and intermittent crackling on phone

Chris-TalkTalk — Tue, 25 Jun 2024 14:06:28 GMT

Hi Johnny,

Yes it worth testing with the telephone disconnected. Is the master socket the only telephone socket in your home or do you have one or more extension sockets?

Chris

Re: Internet connection disconnecting and intermittent crackling on phone

johnny95 — Tue, 25 Jun 2024 15:19:49 GMT

Hi Chris,

I only have the one socket. As I mentioned I have had the connection through the test socket for 8 days and haven’t had any disconnects. It’s back in the test socket now and seems fine. So I’m thinking it’s the faceplate. I was using a faceplate that had two sockets, one for the phone and one for the DSL. So the microfilter wasn’t the problem as I didn’t use one. On a different note how long does it take the DLM to up my speed again?