Please Check My Phone Line?

[CaptainNemo]

Is there any chance someone in support could check my line at the moment. It seems to be dropping out and massive packet data loss!

Nothing has changed and it's been stable for weeks if  not months.

Something isn't right?

There seems to be massive crackling on the line today and I've just run a connection test on the TT website and it says there is a problem -help!

TIA Steve

[CaptainNemo]

The faceplate is completely off.

[Michelle-TalkTalk]

Thank you. I've just re-run it again and it's showing the loop fault again. Is the faceplate also lifted away slightly to reveal the test socket?

Michelle

[CaptainNemo]

Still nothing 👍

[Michelle-TalkTalk]

Ah ok thanks for confirming. I'll run one more test now. What is currently connected at the moment please?

Michelle

[CaptainNemo]

No, it was the same both tests without anything at all. 
BTW There is only one test socket and I haven’t got a separate filter as the Master socket front has the separate broadband socket.

Does that mean I need a new Master Socket?

Steve

[Michelle-TalkTalk]

Hi Steve,

Apologies for the confusion, I though the previous test was with just the phone and router connected to the test socket?

Thanks

Michelle

[CaptainNemo]

Hmm, that’s great but the test you did just before the last one still showed a fault even though I had nothing connected?

Steve

[Debbie-TalkTalk]

Hi CaptainNemo

The line tests are now  clear - no faults detected.

Is the noise still present if you connect just the phone and filter at the test socket?

[CaptainNemo]

Yes, go ahead. There has been a LOT of crackling on the phone line over the past while?

Steve

[Michelle-TalkTalk]

Thank you. It's still showing the same possible fault. Could we do one more test with all equipment removed from the line for 10 minutes?

Michelle

[CaptainNemo]

Okay, I’ve taken the front plate off so there is nothing connected no phone no broadband so fire away to see if there’s any issue now!

[CaptainNemo]

OK, give me 10 minutes.

[Michelle-TalkTalk]

Hi Steve,

Would it be possible to connect the microfilter, router and phone (if you use one) at the test socket so we can re-run the line test again please?

Michelle

[CaptainNemo]

Hi Michelle, thanks for getting back to me. My BT Master socket 5C does have a test socket. What would you like me to do?

Steve

[Michelle-TalkTalk]

Morning Steve,

I'm sorry to hear this. I've run a test on the line now which is detecting a loop fault which can sometimes be caused by internal wiring or equipment connected to the line. Does your main socket have a test socket please?

Thanks

Michelle