cancel
Showing results for 
would you rather see results for 
Did you mean: 
Need help?

No Useable Internet

Reply
25 REPLIES 25
TheGloryHornet
Participant

My Broadband has gone down, yet again, i've had 2 engineer visits who say there isn't a fault on my line, and it's all to do with my profile. Yet my broadband isn't working.  Also I have No dial tone on my phone, as I've just discovered.

 

I got home from work and it was connected at 0.8 mbps down and 0.5 mbps up.  had to hard reset the router to get anything to change and it is now sitting at.

Actual Rate [Kbps] 1532 491
Maximum Rate [Kbps] 2656 492
Noise Margin [dB] 6.10 5.70
Attenuation [dB] 57.50 39.50
Power [dBm] 0.00 12.80

 

My usual speed is about 5.5mbps which isn't great but its useable.

danielmichaelsmith
First Timer

I have had a very similar issue, although my speed is supposed to be 30-50 (used to be 30+ reliably). But lately it cuts out, slows down to 0.1 mps, etc. Hopeless. I've had someone sent to the exchange which fixed it for about an hour. And then a visit to my flat where the guy replaced all my internal cabling. When he left, it was fine. Within an hour or so, back to being terrible.

When I log on to my account, it still says I have an engineer booked. I don't. And no one will give me any kind of update about what's going on. 

 

As TalkTalk are ignoring me, wonder if anyone else is having the same issue, maybe it's an issue with their wider infrastructure that they're not admitting to. Seriously considering switching providers, had trouble free service for 12 years so a bit reluctant but don't really know what else to do, they seem to have given up on my problem.

TheGloryHornet
Participant

Router just reconnected and now have this.

 

Downstream Upstream
Actual Rate [Kbps] 562 488
Maximum Rate [Kbps] 312 488
Noise Margin [dB] 13.90 5.90
Attenuation [dB] 56.00 39.30
Power [dBm] 0.00 12.70

 

Why bother, how do I get out of this service, been like it since April. And the biggest joke is the "engineer" said my line should be capable of 9mbps.

 

 

TheGloryHornet
Participant

Any help available?

Community Team

Hi TheGloryHornet,

 

I'm sorry for the delay. Just to confirm, are you still experiencing no dial tone since your last post as we'll need to raise this first?

 

Thanks

 

TheGloryHornet
Participant

Hi Michelle. Thanks for your message.

 

Had an engineer out today, needed work doing in the cabinet and I have a working phone now, But I believe the profile on the line needs resetting as it is still really slow.

 

Last Test Mon 22/07/2019 16:58 1.05 Mbps Down 0.35 Mbps Up

 

Here are the stats from my router, as you can see the SNR Margin is really high, I would expect it at around 3dB.

 

Downstream Upstream
Actual Rate [Kbps] 2042 507
Maximum Rate [Kbps] 5796 1012
Noise Margin [dB] 10.90 20.60
Attenuation [dB] 52.50 30.10
Power [dBm] 0.00 12.80

Community Team

Hi TheGloryHornet,

 

Thanks for the update and I'm glad to hear that the voice fault has been resolved. I've optimised the connection now, please let us know how the speed compares over the next 24hrs 🙂

 

Thanks

 

TheGloryHornet
Participant

Thank You Michelle.

 

Will keep you informed

Community Team

Hi TheGloryHornet,

 

Ok thanks 🙂

 

Thanks

 

TheGloryHornet
Participant

Hi There, 

 

The Profile needs to be reset again as the speed has dropped.  Seems to be ok for a few days then it resyncs at a lower speed.

 

Downstream Upstream
Actual Rate [Kbps] 3068 1019
Maximum Rate [Kbps] 5836 1024
Noise Margin [dB] 5.40 5.70
Attenuation [dB] 53.00 30.30
Power [dBm] 0.00 12.70

 

Also getting these in the log.

 

31.07.2019 17:22:00 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
31.07.2019 15:07:29 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
31.07.2019 15:07:29 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
31.07.2019 15:06:09 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
31.07.2019 04:43:16 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
31.07.2019 04:43:16 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
30.07.2019 04:48:47 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
30.07.2019 04:48:47 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
30.07.2019 01:15:37 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
30.07.2019 01:03:04 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
29.07.2019 14:49:27 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
29.07.2019 14:49:27 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
29.07.2019 14:47:59 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
29.07.2019 14:22:36 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
29.07.2019 14:22:36 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
29.07.2019 14:21:20 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

 

Community Team

Hi TheGloryHornet,

 

I'm sorry to hear this and I'll take a look now. I've run a test on the line which hasn't detected a fault, however I can see that the SNR is varying quite a bit and I can also see that DLM has made a change to the profile.

 

Just to confirm, does your master socket have a test socket?

 

Thanks

 

TheGloryHornet
Participant

It does have one, I'll connect the cable to it 

TheGloryHornet
Participant
It's connected to the test socket.

Speed has dropped off again, such inconsistentancy these last few months, must be some problem with the line for it to keep dropping.

Actual Rate [Kbps] 1531 763
Maximum Rate [Kbps] 6148 1028
Noise Margin [dB] 8.10 14.20
Attenuation [dB] 53.00 30.20
Power [dBm] 0.00 12.60
Community Team

Hi TheGloryHornet,

 

Your SNR does seem to be fluctuating. Can you hear any noise on the line?

 

Do you just have the router and one telephone connected to your test socket?

Chris

TheGloryHornet
Participant
There is a crackle on the line, and the engineer I had in April believes there is a problem on the line between the cabinet and the house but because its intermittent it doesn't show up on tests.

I have just got the router and 1 phone connected to the socket.
Community Team

OK thanks. Do you still hear the crackle if you disconnect your router?

Chris

TheGloryHornet
Participant

Yes it does, been like it since at least March 

 

Community Team

Do you have another telephone handset that you can test with?

Chris

TheGloryHornet
Participant

Tried with a new phone with the router disconnected, it's like a rapid clicking noise as well as a crackle. 

 

Here are my stats, is there a way of changing my profile so it doesn't keep increasing the SNR ratio.

 

Line 1
Status UP
Connection Time 00h03m28s
Link Status UP
Standard ADSL2+ (G_992_5_ANNEX_ A)
Line Encoding DMT
Link Encapsulation ATM (G_992_3_ANNEX_ K_ATM)
Line 1
Downstream Upstream
Actual Rate [Kbps] 1530 763
Maximum Rate [Kbps] 6120 1036
Noise Margin [dB] 7.40 14.60
Attenuation [dB] 52.50 30.00
Power [dBm] 0.00 12.80


07.08.2019 14:51:29 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
07.08.2019 04:49:48 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
07.08.2019 04:49:48 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
07.08.2019 03:30:12 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
06.08.2019 05:06:20 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
06.08.2019 05:06:20 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
06.08.2019 03:32:51 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
05.08.2019 05:01:48 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
05.08.2019 05:01:48 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
05.08.2019 03:31:29 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
04.08.2019 16:46:14 Error DNS
DNS name resolution failure (27.169.83.185.in-addr.arpa)
04.08.2019 16:45:02 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
04.08.2019 04:39:14 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
04.08.2019 04:39:14 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
04.08.2019 03:32:15 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
04.08.2019 00:51:34 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
04.08.2019 00:51:34 Error DNS
DNS name resolution failure (_xmpp-client._tcp.message-live.youview.tv)
04.08.2019 00:50:22 Warning PPPOE
Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

 

Community Team

Hi @TheGloryHornet.

 

Voice tests are not picking up any line faults, can you connect the phone direct to your test socket, (no Filter) and see if the noise/crackle is still present.

 

Thanks