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

[Michelle-TalkTalk]

Hello,

If it's convenient to move the router to the test socket now, then yes please.

Michelle

[johnny95]

I guess so. Should I do that now? Shall I give it a couple of minutes before switching the router on?

[Michelle-TalkTalk]

Hi John,

Thanks for the update and I'm glad to hear this. I've re-run the line tests now and it's detecting a loop fault, which could be why DLM is not increasing the speed again. Loop faults are usually caused by internal wiring or a piece of equipment connected to the line. I know you've previously tested at the test socket, but would it be possible to connect the microfilter, router and phone back at the test socket so we can re-run the line test again in this set up?

Thanks

Michelle

[johnny95]

Hi Michelle,

It was fine yesterday and today so far. I'm still getting 45Mbps download. Chris mentioned that the error count was low. So I'm wondering when the DLM is going to increase my profile?

Cheers,

John

[Michelle-TalkTalk]

Morning,

How have you found the connection over the last 48hrs?

Thanks

Michelle

[Chris-TalkTalk]

OK thanks 

[johnny95]

Yep, the DSL light on the modem was flashing and I briefly lost connection until it reconnected. I did hear some crackling again on the phone line earlier too. I'll keep monitoring it and see what happens over the next few days. Hopefully it stays stable and the speed increases. 

[Chris-TalkTalk]

Hi John,

I can't see any indication at our end, that there have been any disconnections so far this month. There are no reauthentication showing in the authentication logs and the line history is showing no unavailable seconds for every hour for the last 4 days (error count is also very low). Did the light change on the router when the connection appeared to drop?

Chris

[johnny95]

Hi Chris,

Since posting yesterday I’ve had 2 disconnections. Yesterday about 2pm and one just now that I know of. However it looks like my profile is unchanged, as I’m still getting 45Mpbs download.

So the same problem seems to be back. Openreach “fixed” a fault at the cabinet on 18/07/24 as I had disconnections. It looks like the same issue? Can an engineer look into this please?

Cheers,

John.

[Chris-TalkTalk]

No problem 🙂

[johnny95]

Just after my last post it looks like my connection was lost on the modem. The DSL light was flashing and I briefly lost my internet. It came straight back on and my speed looks to be the same. I think it could be a reoccurrence of the the same problem at the cabinet?

[johnny95]

Ok, that's fine. Cheers. 

[Chris-TalkTalk]

OK thanks. Do you want to give it a couple of days and we'll check in again with you on Thursday?

Chris

[johnny95]

Openreach has recently fixed a fault at the cabinet. It was connected to the test socket before that. So now the faceplate is back on. I haven’t had any disconnections since. 

[Chris-TalkTalk]

Hi johnny95,

Is your telephone and router currently connected to the test socket? Your guide to main phone sockets - TalkTalk Help & Support

Chris

[johnny95]

Hi Michelle,

Not that I’ve noticed. 

[Michelle-TalkTalk]

Morning John,

Thank you for the update. I've checked your connection stats now and one of the line tests has detected a potential voice fault. Are you experiencing any issues with the voice service such as noise on the line or no dial tone please?

Thanks

Michelle

[johnny95]

Hi Chris,

I've had a stable connection for 4 weeks. I'm still getting 45Mbps download. So the DLM hasn't increased my profile yet. Is it just a case of waiting longer? 

Cheers,

John.

[Chris-TalkTalk]

OK thanks. Yes, if the connection remains stable with a low error count DLM should move you to a faster profile

Chris

[johnny95]

They were. I don’t think the faceplate is an issue though as before the fault was fixed at the cabinet there were many disconnections in the test socket. I’ll give it a few more days to see how the connection is. If it stays stable will the DLM increase speed?