Slow speed and connection failure

[davidfawthrop]

My connection keeps failing and my speeds are slower than guaranteed. I have opened a case (ref REP-15663442) and have received an email advising more home tests are required. The email says I will receive instructions "shortly". Email sent 13.01 Friday. No further communication.

Any help appreciated

[Mandisa-TT]

I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

[davidfawthrop]

Yes Just pull the plug out of the socket? but how will you contact me when we need to plug back in?

[Mandisa-TT]

Perfect! Please can you remove everything that is connected to your phone socket?

[davidfawthrop]

Thanks  I think it best to continue and I will stay at home until we finish.

[Mandisa-TT]

You did advise that you are home until 1pm, we can continue and when you need to go, I will be able to pause the checks when you need to go or if you need to get ready before you leave, we can continue when you get back, you can just reply when you ready and we will continue, let me know how you will like to proceed.

[davidfawthrop]

OK Thanks Are you doing this now and how long willyou need me to be here?

[Mandisa-TT]

Thank you, the line test result has identified an issue that may be caused by equipment and wiring in your home.

These issues are most often caused by problems with internal wiring. Common causes are:

• incorrect filter setup
• old, worn or damaged wiring
• use of an extension cable between the master socket and the router
• connecting to a telephone socket other than the master socket - which is the socket where the telephone line enters your property

I'll need to perform the test again with your equipment disconnected to check the most likely cause.

I'll guide you through the steps needed. Once I've retested with the equipment disconnected I'll be able to tell you if an engineer is required or whether there are issues I can investigate with you through further checks.

[davidfawthrop]

Yes Landline connected through microfilter

[Mandisa-TT]

Thank you, please confirm if your landline is connected through a microfilter( the small grey box).

[davidfawthrop]

No other devices plugged into telephone sockets

[Mandisa-TT]

Please ensure any devices connected to other telephone sockets in your house are connected to a microfilter, which is then connected to the telephone socket

[davidfawthrop]

red port is empty.

[Mandisa-TT]

Thank you, 

Check an Ethernet cable is not connected to the WAN (red) port on your router.

[davidfawthrop]

All connections secure and microfilter connected to master socket

[Mandisa-TT]

Please ensure the TalkTalk router is securely connected to the data (computer) port of a microfilter, and the microfilter is then connected to your master telephone socket.

[davidfawthrop]

No Everything looks good

[Mandisa-TT]

Does any of the equipment appear to be damaged?

[davidfawthrop]

The socket which has the phone and broadband plugged into it is a "Non-NTE

[Mandisa-TT]

Thank you, 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
No Socket Provisioned
Unable to identify due to accessibility needs

[davidfawthrop]

No router stays on all the time. Computer switched off overnight until we next use it.