Poor connection

[Mervyn65]

On Monday I reported an issue with our broadband. We are experiencing poor speeds and constant dropping out. A case was raised REP -16133791 - but we are still experiencing problems and I am unable to get updates on the status of the issue. Please can somebody help.

[Mervyn65]

No not at all

[nambuso-TT]

Does any of the equipment appear to be damaged?

[nambuso-TT]

Thanks

[Mervyn65]

NTE 5C MK 4

[nambuso-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

[Mervyn65]

Ok - let me know the results ASAP

[nambuso-TT]

Thank you for letting me know. I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

[Mervyn65]

Are you still running tests 

[Mervyn65]

We never turn it off even when we go on holiday

[nambuso-TT]

Okay Do you regularly turn your broadband router off? For example, do you switch your router off at night?
 

[Mervyn65]

No I don't think so

[nambuso-TT]

Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

[Mervyn65]

I don’t want to consider upgrading until the current problem is resolved including the landline interference. Please continue with the checks

[nambuso-TT]

Okay I understand so we can continue with checks to see the cause of the issue or alternatively you can do an upgrade. Please let me know which you would like. Thanks

[Mervyn65]

So you can see the problem is more than slow speeds. Our landline has also started to crackle today, to the point where it is difficult to hear a conversation

[nambuso-TT]

I am still getting the same resolution. Thanks

[nambuso-TT]

I will run dropping connection to see the resolution we can get.

[Mervyn65]

The Internet has now gone off again

[nambuso-TT]

Perfect, it would be better if diagnose the issue if it currently happening.

[Mervyn65]

Ok let me know what you find out. The internet has just come back on