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]

Thanks. I'll book the engineer and get back to you with the details

[johnny95]

Ok, Chris I’ve added my mobile. 

[Chris-TalkTalk]

Could you add your mobile number to your community profile and let us know when you've done this. We will then book the engineer (yes it will be an Openreach engineer)

Chris

[johnny95]

Ok cheers. Would this be an OpenReach engineer to look at the socket and line etc? I'd like an engineer visit then please.

I accept potential chargers 

PM 1pm to 6pm would be great

Not sure I should put up my number here?

[Chris-TalkTalk]

The type of engineer we book depends on the line test results. If the line test passes then it's always an appointed visit to the home (if it fails then it depends on  the type of fault found). If you'd like us to go ahead with the engineer visit Can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
• Confirm your mobile number

Thanks

Chris

[johnny95]

That would be great, however do you think it could still be an issue at the cabinet? Would it be possible for OpenReach to recheck if there is an issue there first?

I say this because I had an similar problem around 12 years ago, where an engineer went to the cabinet to fix the issue, but it was only a temporary fix and a second visit was needed which did fix it. The issues were the same as this. So this situation is ringing a bell. 

Thanks,

John.

[Chris-TalkTalk]

OK  thanks. The speed is just a little below the guaranteed minimum so we can arrange an engineer visit to see if there's anything further that can be done to improve the speed, would you like us to do this?

Chris

[johnny95]

Hi Chris,

It’s been fine. Still getting 45Mbps download. 

[Chris-TalkTalk]

Hi johnny95,

How has it been over the weekend?

Chris

[johnny95]

I’ve tested multiple routers and had the same issue so I'm sure it's not that. I’m currently using a new modem and a new Eero Pro 6 router. As the fault was at the cabinet recently it seems like it's the same issue.

[Michelle-TalkTalk]

Thank you. It's still showing the loop fault. Have we recently tested with a different router too?

Michelle

[johnny95]

Ok back in the test socket.

[johnny95]

Ok I'll do it now. I'll let you know in the next 5 mins when it's done.

[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.