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on 25-06-2024 01:48 PM
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
on 26-06-2024 12:06 PM
I would leave the router connected to the test socket for the time being to confirm that it's definitely OK, if it is then probably worth just testing the face plate back on again to see if it starts dropping again. (extension wiring is connected to the faceplate but if you have no extension sockets then there won't be any wiring to check)
Chris
Chris, Community Team
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on 26-06-2024 12:01 PM
Thanks, Chris. So what happens next? Do I keep the connection in the test socket for a couple of weeks or so to see how the connection is?
Then does an engineer need to fit a new one or look at the wiring etc?
Cheers again,
John.
on 26-06-2024 08:44 AM
OK thanks. Yes, if it seems to be OK connected to the test socket but not when the faceplate is connected then it looks like a problem with the faceplate.
DLM will usually increase the speed within 48 hours from noticing an improvement
Chris
Chris, Community Team
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on 25-06-2024 04:19 PM
Hi Chris,
I only have the one socket. As I mentioned I have had the connection through the test socket for 8 days and haven’t had any disconnects. It’s back in the test socket now and seems fine. So I’m thinking it’s the faceplate. I was using a faceplate that had two sockets, one for the phone and one for the DSL. So the microfilter wasn’t the problem as I didn’t use one. On a different note how long does it take the DLM to up my speed again?
on 25-06-2024 03:06 PM
Hi Johnny,
Yes it worth testing with the telephone disconnected. Is the master socket the only telephone socket in your home or do you have one or more extension sockets?
Chris
Chris, Community Team
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on 25-06-2024 02:59 PM
Also do you think it’s worth testing the line without the phone connected, just my router and modem?
on 25-06-2024 02:57 PM
Should I try a new faceplate? If I can purchase one?
on 25-06-2024 02:56 PM
Yes as I mentioned in my first post I’ve used the black Huawei hub and then the Sagemcom WiFi hub 2 from you and they both disconnected. So that’s why I’m using my current setup. I think it could be the faceplate as it hasn’t disconnected since I’ve been in the test socket. Is it possible to send an engineer?
on 25-06-2024 02:53 PM
It’s not the router either as I’ve tried 4 different routers.
on 25-06-2024 02:53 PM
Hi @johnny95
Thanks for your reply.
Do you ever connect just the router without the modem?
Have we sent you a Sagemcom WIFI hub for testing?
on 25-06-2024 02:50 PM
I really don’t think it’s the microfilter. As when I’m not using the test socket I have a faceplate that doesn’t require one. With the phone in one socket and a separate dsl socket.
on 25-06-2024 02:47 PM
Hi @johnny95
The loop fault has been detected again. I'm wondering if it's a fault with the microfilter or router.
Do you have another filter you could try?
on 25-06-2024 02:45 PM
Yes the router, modem and phone all connected through the test socket.
on 25-06-2024 02:44 PM
@johnny95 Is the router connected again now?
on 25-06-2024 02:42 PM
Yep please try.
on 25-06-2024 02:30 PM
Hi @johnny95
I could try the line test again with the router and filter connected at the test socket (phone still also connected) to see if that still comes back clear?
on 25-06-2024 02:27 PM
I couldn’t hear any noise but most of the time there isn’t any. I’m now back online connected to the test socket again. Do you think it could be the faceplate?
on 25-06-2024 02:05 PM
Thank you @johnny95
The line test is now clear - No faults detected.
Would it be ok to connect the phone now and see if there is any noise on the line at the test socket? (with the router still removed)
on 25-06-2024 02:01 PM
Ok I'll do that now. I'll reconnect in 15 mins.
on 25-06-2024 02:00 PM
Hi @johnny95
Yes if you could remove the router, phone and filter from the test socket too?
I can then run another test. Thank you.