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

[Karl-TalkTalk]

No Problem 🙂

Karl 

[johnny95]

Cheers, Karl. I’ll update when I’ve done that 👍

[Karl-TalkTalk]

Hi John

You can leave it a couple more days before connecting the faceplate to see if the service remains stable for you.

Karl.

[johnny95]

Just a quick update. My speed increased to 50Mbps download in the early hours of Sunday. So it’s all good. Hopefully it will increase further over the coming months,  back to what I was getting (56-58Mbps) 

I’m just wondering if I should now leave it a few more days before reconnecting the faceplate? As the speed has just increased. 

Cheers,

John. 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[johnny95]

Ok thanks, Karl. I’ll probably wait to Monday to do this. I’ll then update on here to let you know. 

Cheers,

John.

[Karl-TalkTalk]

Hi

You can give it a try.  Power off for 30 minutes to clear the session and reconnect everything and see how it looks.

Thanks  

Karl. 

[johnny95]

That’s great. Do you think I should give it another week in the test socket or put the faceplate back on. Maybe when I reboot the modem after connecting it back to the socket it will connect at a higher speed.

I’m currently using a new modem and Eero pro 6 router which I purchased. I know I can get a least 54Mbps download with this setup as that’s what it was about a month ago. 

[Karl-TalkTalk]

Hi

The overall connection looks stable from here, not seeing any drops or errors.

Thanks  

Karl. 

[johnny95]

Hi Karl,

Thanks for replying. I haven’t seen any improvements in speed. It’s staying at around 43-44 Mbps download. It’s been 8 days now since the fault was resolved. I’m still connected to the test socket and will give it another week to see if the speed improves.

As far as I know the connection has stayed stable. Although my speed was 44Mbps download up until Thursday morning, it seems just under that now. Do you know if the connection has stayed stable from your end?

Cheers,

John.

[Karl-TalkTalk]

Hi

The current DLM profile is set to 80mb.  Estimated speeds for the line are 47-52mb and the line is in sync at 47mb.

Have you seen any improvement ?

Thanks  

Karl. 

[Debbie-TalkTalk]

Thanks John, will do 🙂

Debbie

[johnny95]

You can do as I’ll leave it connected to at least then.

[Debbie-TalkTalk]

Thanks John.

Would you rather me check in again next Friday to see how the connection/speed has been?

[johnny95]

Ok cheers, Debbie.

Thanks for the info regarding the cabinet.

I’ll leave it connected to the test socket, probably for another week or so just to keep it stable. My speed is still 44Mbps downloaded so hopefully it increases. 

Cheers,

John.

[Debbie-TalkTalk]

Hi John

The notes advise that work was completed outside at the cabinet.

DLM should start to increase the speed again if the connection remains stable.  Please can you leave the router at the test socket over the weekend just while DLM is monitoring the connection. I will check the connection stats/speed again on Monday.

Thanks

Debbie

[johnny95]

Hi Debbie,

Thanks, it’s working fine at the moment. Do you know what the problem was?

My speed has gone up to 44Mbps download but that’s still at least 10Mbps slower than I was getting before any problems. Will my speed increase over the coming days or does the DLM need to be reset? 

Also I’m still connected to the test socket, should I give it a few days or so before connecting back through the faceplate?

Thanks again,

John.

[Debbie-TalkTalk]

Hi @johnny95 

Openreach have now closed the fault as resolved.

Is everything working ok at the moment?

[Debbie-TalkTalk]

Hi @johnny95 

The fault has been assigned to the Openreach line engineer this morning. We should hopefully have further updates later this afternoon.

Thanks

Debbie

[Debbie-TalkTalk]

Hi @johnny95 

You're welcome 🙂