Internet connection disconnecting and intermittent crackling on phone

[johnny95]

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

[johnny95]

That’s great. Thanks, Debbie.

[Debbie-TalkTalk]

Hi @johnny95 

No problem 🙂

If they find the fault externally and don't need access then they will just fix this fault.

If they do need access then they will let us know and we can then book the appointed visit. for you.

[johnny95]

Ok thanks, Debbie. There could be a problem at the cabinet, but I guess they will check that as well. Thanks for keeping me up to date.

[Debbie-TalkTalk]

Hi @johnny95 

Thanks for your reply.

I've passed this over to Openreach and they have advised that they will investigate on the line (externally) first.

I will continue to monitor for updates and I will post back on this thread.

Thanks again.

Debbie

[johnny95]

Yes please.

[Debbie-TalkTalk]

HI @johnny95 

The first available PM appointment ok?

[johnny95]

Hi Debbie. PM would be great.

[Debbie-TalkTalk]

Hi @johnny95 

I'm really sorry to hear this.

The line test is detecting a potential fault and Openreach are asking for us to arrange an engineer visit to the property.

Please can you provide your availability for this visit AM and PM?

Can you also confirm potential Engineer charges

[johnny95]

An update. I’ve been connected to the test socket for three weeks. Unfortunately there have been a few disconnections that I know of. I think it must have disconnected over night a few times as well. As this morning my speed has dropped even further.

It’s steady getting slower. This morning my download speed test was down to 37Mbps, which is below the guaranteed speed of 42Mbps. I rebooted my modem and router this morning to see if it would improve but it’s staying at 37Mbps.( I was getting 58Mbps download approx 3 months ago) 

Several years ago, the filters at the cabinet were changed. It may be the same issue now or maybe a line or other issue? I’m using a brand new modem and router so it’s not the equipment.  Please could you book an engineer as this problem has been on and off for a couple of years now but recently has got a lot worse. My speed is dropping every 3 days or so now.

[Chris-TalkTalk]

no problem 🙂

[johnny95]

Ok, cheers.

[Chris-TalkTalk]

You can purchase another one, BT doesn't have to install it

Chris

[johnny95]

Ok. Thanks. If it is the faceplate is it a case of purchasing another one or does BT have to install it?

[Chris-TalkTalk]

I would leave the router connected to the test socket for the time being to confirm that it's definitely OK, if it is then probably worth just testing the face plate back on again to see if it starts dropping again. (extension wiring is connected to the faceplate but if you have no extension sockets  then there won't be any wiring to check)

Chris

[johnny95]

Thanks, Chris. So what happens next? Do I keep the connection in the test socket for a couple of weeks or so to see how the connection is? 

Then does an engineer need to fit a new one or look at the wiring etc?

Cheers again,

John.

[Chris-TalkTalk]

OK thanks. Yes, if it seems to be OK connected to the test socket but not when the faceplate is connected then it looks like a problem with the faceplate.

DLM will usually increase the speed within 48 hours from noticing an improvement

Chris

[johnny95]

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? 

[Chris-TalkTalk]

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

[johnny95]

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

[johnny95]

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