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

[Chris-TalkTalk]

Where they all connected before you replaced the faceplate?

Chris

[johnny95]

I have the telephone, modem and sky connected.

[Chris-TalkTalk]

DLM monitors your connection and it adjusts the profile in response to the number of error and/or disconnections in a given amount of time. Just disconnecting the router while you reconnect the master socket faceplate won't cause the profile to change on it's own. Do you just have the router and telephone currently connected?

Chris

[johnny95]

Why did it do that? Maybe it’s because I had to reconnect on Saturday to put the faceplate back on? The speed was still around 50Mbps though when I did reconnect for 2 days. I only have one socket. 

[Chris-TalkTalk]

Hi John,

Dlm changed your profile in the early hours of this morning, current sync speed is 46.9Mbps. How many telephone socket do you have in your home?

Chris

[johnny95]

Hi Debbie,

On Saturday morning I put the faceplate back on and gave it 30 mins for reconnecting. My speed was pretty much the same around 49Mbps download. It worked fine all day Saturday and Sunday.

However this morning I did several speed tests and was only getting 45Mbps download. I've also done an Eero speed test on the app which is the speed I'm getting from the cabinet which is also measuring 45Mbps. (It's the same on multiple devices) So it seems to have dropped over night. Can you see if it did from your end?

Thanks,

John.

[Debbie-TalkTalk]

Hi @johnny95 

How's the connection been since your last post?

[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.