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]

OK, thanks for letting us know 🙂

Chris

[johnny95]

I’ve now sorted everything via live chat. So ignore my post about the DVA and the engineer charge.

[johnny95]

Hi,

Regarding the engineer visit on 11/09/2024. I’ve been charged £75, however the fault was found outside at the telegraph pole and not inside. Also I was still having problems with the line yesterday as the internet disconnected several times and the phone has been unusable since Sunday.

I’m having full fibre installed later today, so I don’t need that fixed. However the £75 is an issue.

Cheers, 

John.

[Karl-TalkTalk]

Hopefully, everything will be up and running tomorrow after the installation 🙂

Regards,

Karl. 

[johnny95]

Ok, no probs. The internet is working fine which is the main thing.

[Karl-TalkTalk]

Hi

This would not be caused by the planned installation tomorrow but could be caused by a fault or water ingress due to the recent weather etc.

Normally we would arrange an engineer for the fault however as you have the install booked for tomorrow, then they will disconnect the line and complete the full fire installation before we could get a fault engineer to you.

Thanks  

Karl. 

[johnny95]

Hi,

I’m now having full fibre 150 with voice installed tomorrow, however I’ve not been able to use the landline phone since Sunday as there is a lot of cracking and it disconnects my internet every time I try to plug it in. Is this because of my full fibre installation tomorrow? I don’t need to use my phone now but I just wondered why?

[Chris-TalkTalk]

OK thanks 🙂

[johnny95]

Thanks. That sounds good. I’ll keep monitoring my connection for now and let you know next week how it’s going. 

[Chris-TalkTalk]

If you upgrade to full fibre with Voip then if the package specifies an eero you would also receive a digital voice adapter. This allows you to connect a telephone to the eero

Chris

[johnny95]

Thanks for the info. I'm actually now thinking of upgrading to Full fibre soon, as my contract runs out next month. I asked the OpenReach engineers regarding a home phone. he said that I can still have one. I'm currently using a Eero Pro 6 router which I would like to continue using, however would I need to use a different router to have a phone? I'm not sure how the setup would work?

[Chris-TalkTalk]

Yes, if something changes on the line then it's usual for DLM to change the profile over next few days. It will probably stay stable now but it may change the profile again over the next few days depending on stability and errors
 

Chris

[johnny95]

Ok, thanks. Is that normal for the DLM to change the profile after a reset from the engineers? I guess it will stay stable now then? 

[Chris-TalkTalk]

Thanks for the update. Looking good from our end, Line test is passing and router is in sync at 54.7Mbps, DLM has changed the profile a couple of time over the last few days

Chris

[johnny95]

Hi Chris,

Thanks for checking back. It seems fine at the moment, I'm still getting 51Mbps download. A few days after the OpenReach engineers had been I noticed some fluctuating speeds. I'm guessing this maybe because the speed was reset and it was the DLM testing my speed, I'm not sure? However on the whole it seems ok. How does it look from your end?

[Chris-TalkTalk]

Hi johnny95,

How are you getting on, how has it been since your last post?

Chris

[johnny95]

I will do. Cheers.

[Debbie-TalkTalk]

Hi John

Please can you keep the router powered up without being rebooted, we can then check the connection again Monday to see if DLM has made any changes to the speed.

Thanks

[johnny95]

Thanks, Debbie. So I guess my speed should increase a bit from 51Mbps in the next week or so. 

Cheers,

John.

[Debbie-TalkTalk]

Hi John

I've checked and the line is in sync at 56.1mb.

Thanks

Debbie