Internet connection, repeated dropouts over last couple of weeks

[Martin1st]

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:-

[Philile-TT]

@Martin1st I understand however if we do not complete diagnostics, we will not find a resolution. 

[Martin1st]

The system does not always pickup line issues especially intermittent ones. Has anyone with any technical ability viewed the information from the router that I have previously sent for example this one

[Philile-TT]

The escalation is automatically done by the system upon a fault being picked up on the line. 

[Martin1st]

Dear Philie, 

Please advise what remaining test/s you want me to do to complete before escalation.

i have experienced this exact same issue back in June 2024 (Issue REP-14265006) There is a weakness in the cable supply to my property.

[Philile-TT]

@Martin1st kindly be advised that we cannot escalate to an engineer without completing diagnostics because sometimes the problem is not with the line but it with the equipment. 

[Martin1st]

Approaching 19:00 hrs here are the latest dropouts, three times since just before 16:00hrs

ID Time Type Level Log Content

1	2025-11-20 18:49:00	SYSTEM	Notice	DSL Link Up us/ds 0/49620 kbps Type 64/65B PTM Annex B
2	2025-11-20 18:48:38	SYSTEM	Notice	DSL Training
3	2025-11-20 18:48:34	SYSTEM	Notice	DSL Link Down
4	2025-11-20 18:37:19	SYSTEM	Notice	DSL Link Up us/ds 0/53509 kbps Type 64/65B PTM Annex B
5	2025-11-20 18:36:58	SYSTEM	Notice	DSL Training
6	2025-11-20 18:36:53	SYSTEM	Notice	DSL Link Down
7	2025-11-20 16:00:47	SYSTEM	Notice	DSL Link Up us/ds 0/53725 kbps Type 64/65B PTM Annex B
8	2025-11-20 16:00:26	SYSTEM	Notice

ID Time Type Level Log Content

9

2025-11-20 15:56:59

SYSTEM

Notice

DSL Link Down

[Martin1st]

Thanks Ferguson,

here is evidence attached. Background crackling still present.

i am trying to be patient with you, however I believe that it is time to escalate this to an engineer.

[ferguson]

@amahle-TT 

Forgive me, but the customer has already confirmed that they have tried at the test socket. 

[amahle-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

NTE 5C mk4

NTE 5C

NTE 5

FTTC

NTE 2000

Non-NTE

[Martin1st]

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.

[amahle-TT]

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

[Martin1st]

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.

[amahle-TT]

Does the problem occur regularly, or just once?

[amahle-TT]

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.

[Martin1st]

We can make and receive

[Martin1st]

yes

[amahle-TT]

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

Are you able to make or receive calls?

[Martin1st]

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. 

[amahle-TT]

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

- Silence

- Noise on the line

- Intermittent Dial Tone

- Consistent Engaged Tone

[Martin1st]

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