topic Re: Please Check My Phone Line? in Full Fibre

Please Check My Phone Line?

CaptainNemo — Wed, 22 May 2024 14:55:04 GMT

Is there any chance someone in support could check my line at the moment. It seems to be dropping out and massive packet data loss!

Nothing has changed and it's been stable for weeks if not months.

Something isn't right?

There seems to be massive crackling on the line today and I've just run a connection test on the TT website and it says there is a problem -help!

TIA Steve

Re: Please Check My Phone Line?

Anonymous — Thu, 23 May 2024 06:29:02 GMT

Morning Steve,

I'm sorry to hear this. I've run a test on the line now which is detecting a loop fault which can sometimes be caused by internal wiring or equipment connected to the line. Does your main socket have a test socket please?

Thanks

Michelle

Re: Please Check My Phone Line?

CaptainNemo — Thu, 23 May 2024 07:18:34 GMT

Hi Michelle, thanks for getting back to me. My BT Master socket 5C does have a test socket. What would you like me to do?

Steve

Re: Please Check My Phone Line?

Anonymous — Thu, 23 May 2024 07:20:49 GMT

Hi Steve,

Would it be possible to connect the microfilter, router and phone (if you use one) at the test socket so we can re-run the line test again please?

Michelle

Re: Please Check My Phone Line?

CaptainNemo — Thu, 23 May 2024 07:21:55 GMT

OK, give me 10 minutes.

Re: Please Check My Phone Line?

CaptainNemo — Thu, 23 May 2024 07:27:34 GMT

Okay, I’ve taken the front plate off so there is nothing connected no phone no broadband so fire away to see if there’s any issue now!

Re: Please Check My Phone Line?

Anonymous — Thu, 23 May 2024 07:35:58 GMT

Thank you. It's still showing the same possible fault. Could we do one more test with all equipment removed from the line for 10 minutes?

Michelle

Re: Please Check My Phone Line?

CaptainNemo — Thu, 23 May 2024 07:48:41 GMT

Yes, go ahead. There has been a LOT of crackling on the phone line over the past while?

Steve

Re: Please Check My Phone Line?

Debbie-TalkTalk — Thu, 23 May 2024 08:01:22 GMT

Hi CaptainNemo

The line tests are now clear - no faults detected.

Is the noise still present if you connect just the phone and filter at the test socket?

Re: Please Check My Phone Line?

CaptainNemo — Thu, 23 May 2024 08:03:35 GMT

Hmm, that’s great but the test you did just before the last one still showed a fault even though I had nothing connected?

Steve

Re: Please Check My Phone Line?

Anonymous — Thu, 23 May 2024 08:18:15 GMT

Hi Steve,

Apologies for the confusion, I though the previous test was with just the phone and router connected to the test socket?

Thanks

Michelle

Re: Please Check My Phone Line?

CaptainNemo — Thu, 23 May 2024 08:22:06 GMT

No, it was the same both tests without anything at all.
BTW There is only one test socket and I haven’t got a separate filter as the Master socket front has the separate broadband socket.

Does that mean I need a new Master Socket?

Steve

Re: Please Check My Phone Line?

Anonymous — Thu, 23 May 2024 08:22:25 GMT

Ah ok thanks for confirming. I'll run one more test now. What is currently connected at the moment please?

Michelle

Re: Please Check My Phone Line?

CaptainNemo — Thu, 23 May 2024 08:23:05 GMT

Still nothing 👍

Re: Please Check My Phone Line?

Anonymous — Thu, 23 May 2024 08:29:24 GMT

Thank you. I've just re-run it again and it's showing the loop fault again. Is the faceplate also lifted away slightly to reveal the test socket?

Michelle

Re: Please Check My Phone Line?

CaptainNemo — Thu, 23 May 2024 08:30:23 GMT

The faceplate is completely off.

Re: Please Check My Phone Line?

Anonymous — Thu, 23 May 2024 08:33:11 GMT

Hi again Steve,

Great thank you. Would it be possible to test the microfilter and router at the test socket for the next few hours to see if the connection is still unstable and you're still experiencing latency, as the next step will be to arrange an engineer visit to the property?

Michelle

Re: Please Check My Phone Line?

CaptainNemo — Thu, 23 May 2024 08:36:08 GMT

I don’t have a separate micro filter only the test socket. I think the problem could be intermittent, and so I would definitely opt for an engineer to call

Re: Please Check My Phone Line?

Anonymous — Thu, 23 May 2024 08:43:15 GMT

Hello,

Ok no problem. We've got 2 options, we can either send a new router, microfilter and cables which would fully rule out any equipment issues or we can arrange an engineer visit.

I mention the first option as we need to confirm acceptance of possible time related engineer charges for if the engineer finds a fault on your equipment or router as this would be a chargeable visit. If you'd like to test a replacement router at the test socket first then we can send this now. If you'd prefer an engineer visit then we just need you confirm acceptance of potential charges and also provide some availability for the visit AM (8-1) or PM (1-6).

Please let us know how you'd like to proceeed?

Thanks

Michelle

Re: Please Check My Phone Line?

CaptainNemo — Thu, 23 May 2024 08:50:06 GMT

I’m inclined to go for an engineer visit because I have had nothing connected to the master socket with the face plate off whilst you’ve done all your tests. Therefore the fault can’t be with my equipment or router because you’ve found this loop fault. Also there has been a tremendous amount of crackling on the line so I can only assume there is a fault between me and the cabinet or beyond. My router which is a TP link has been working perfectly for over a year and now it is registering, a very low SNR of 2.5 and major packet losses. So I guess an engineer would be the next step so I agree to the possible cost if necessary and hope the problem is not internal.