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

[Michelle-TalkTalk]

Hi Steve,

Ok thank you. Would it be ok to monitor this for a few days to see how the overall performance of the connection compares?

Michelle

[CaptainNemo]

Just switched back on. Very similar results.

Steve

Router 28/5/24

[Michelle-TalkTalk]

Great, thank you. Keep us updated 🙂

Michelle

[CaptainNemo]

OK, will do that now.

Steve

[Michelle-TalkTalk]

Hi Steve,

Thanks for the update. Have you tried powering down the router for a full 30 minutes since the fault has been resolved as this can clear the current session and can often improve the throughput performance.

Thanks

Michelle

[CaptainNemo]

Hi Michelle,

it seems pretty stable from when he left 👍

The connection speed (for my location) seems good and the SNR seems OK at around 6 but I’m not exactly sure what line attenuation means.

I guess packet loss will always be there and from this screenshot it’s seems to be not too bad at all.

Thanks so much for the support teams help in this - really appreciated!

Steve

Router screenshot

[Michelle-TalkTalk]

Morning Steve,

Thanks for the update and I'm glad to hear this 🙂 I've re-run the line test now and it's clear. How has your connection been over the weekend?

Michelle

[CaptainNemo]

Hi Michelle/Debbie, the BT Openreach engineer came around lunchtime and I explained the situation and we left him alone to do all his tests. He agreed there was an issue and eventually found there was a fault with the wiring to the small BT junction box next to the porch outside the house. He said when he opened the junction box and touched the wiring the contacts fell apart and so he repaired it. At least the fault was outside the property and so shouldn't be chargeable!

He said that at the moment everything now seems clear and to leave the Broadband connection for a week or two as the DLM has reset itself so it needs time to recalibrate.

Just out of interest I don't suppose you could test the line again to show there are no issues right now so we know where we are?

Obviously if it's clear I'll let you know it there's any further problems.

Many thanks for all your help - fingers crossed.

Steve 

[CaptainNemo]

…or even Debbie 😁

[Debbie-TalkTalk]

Thank you 🙂

[CaptainNemo]

Thanks Michelle, will do 🤞

Steve

[Debbie-TalkTalk]

Hi CaptainNemo

Thanks for your reply.

We've arranged the engineer visit for Friday 24/05 PM (1pm - 6pm)

Please let us know how you get on following this visit.

Debbie

[CaptainNemo]

Yes, I accept the conditions and I’m pretty flexible on when they could call.

[Michelle-TalkTalk]

Ok, no problem. Could you just confirm that you accept the potential engineer charges here and also provide a few days availability then we'll arrange this visit for you.

Thanks

Michelle

[CaptainNemo]

I haven’t connected anything at the moment, but even connecting just the broadband router is causing packet losses and connection issues so I think an engineer is the next step. Yesterday was the final straw as we were using the phone and the crackling was so bad. It literally dropped out of the call.

[Michelle-TalkTalk]

Just a thought, is the crackling still present at the moment with just a phone connected at the test socket?

Michelle

[CaptainNemo]

I’m inclined to go for an engineer visit because I have had nothing connected to the master socket with the face plate off whilst you’ve done all your tests. Therefore the fault can’t be with my equipment or router because you’ve found this loop fault. Also there has been a tremendous amount of crackling on the line so I can only assume there is a fault between me and the cabinet or beyond. My router which is a TP link has been working perfectly for over a year and now it is registering, a very low SNR of 2.5 and major packet losses. So I guess an engineer would be the next step so I agree to the possible cost if necessary and hope the problem is not internal.

[Michelle-TalkTalk]

Hello,

Ok no problem. We've got 2 options, we can either send a new router, microfilter and cables which would fully rule out any equipment issues or we can arrange an engineer visit.

I mention the first option as we need to confirm acceptance of possible time related engineer charges for if the engineer finds a fault on your equipment or router as this would be a chargeable visit. If you'd like to test a replacement router at the test socket first then we can send this now. If you'd prefer an engineer visit then we just need you confirm acceptance of potential charges and also provide some availability for the visit AM (8-1) or PM (1-6).

Please let us know how you'd like to proceeed?

Thanks

Michelle

[CaptainNemo]

I don’t have a separate micro filter only the test socket. I think the problem could be intermittent, and so I would definitely opt for an engineer to call

[Michelle-TalkTalk]

Hi again Steve,

Great thank you. Would it be possible to test the microfilter and router at the test socket for the next few hours to see if the connection is still unstable and you're still experiencing latency, as the next step will be to arrange an engineer visit to the property?

Michelle