Phone calls crashing out....

[Gliwmaeden2]

Today both my phone connection and Internet are dreadful. 

Trying to make important calls to sort out muddles made by utility companies.

The line appears to be fine for a few minutes and then crashes - I literally asked the E.on Next lady if she had dropped her phone. 

We tried on the smartphone and the call suddenly lost wifi calling and crashed too. It simply stopped.

I called back on the landline and got a bit further, but the call collapsed into the equivalent of "snowflakes" on an old telly, i.e. crackle, crackle, crackle. 

It recovered enough to finish what we were trying to do. 

I've been out and about dealing with other jobs and have come back to my router repeatedly losing the Internet connection. 

I can't fall back on Three....

The internet keeps disconnecting. Is something happening with the firmware? Check for repeated loss of connection this morning, please. 

[Debbie-TalkTalk]

Hi @Gliwmaeden2 

Yes that's great, thank you.

[Gliwmaeden2]

Hoping I have put it in the right bit, @Debbie-TalkTalk ?

 

[Debbie-TalkTalk]

Hi @Gliwmaeden2 

Yes please can you connect the phone, router and filter at the test socket for 24hrs? I can then check the connection logs again tomorrow morning.

[Gliwmaeden2]

No, it's just in the master socket.

Should I put the phone and microfilter etc in too or just the router?

Will need to go and fiddle to get the faceplate off.

[Debbie-TalkTalk]

Hi @Gliwmaeden2 

The SNR is dropping low. There are re connections showing for the following dates and times:

05/11 3:33

04/11 4:33

04/11 4:30

04/11 03:31

03/11 10:18

03/11 03:32

02/11 22:29

02/11 21:23

02/11 20:04

Is the router at the test socket at the moment?

[Gliwmaeden2]

@Debbie-TalkTalk, the speeds held up well and functioned fine for 2 lessons yesterday evening. 

Could you possibly check statistics for disconnections the past three nights however?

BBC Sounds dropped several times last night and doesn't get itself going without a deliberate start up again from me.

I tend to fall asleep to it, and when it stops, the silence wakes me up!

So you are looking out for whether there are significant drop outs overnight, 2nd - 3rd,  3rd to 4th and 4th.- 5th November. 

Because the upload speed was so slow at the weekend I had already responded to their feedback email to say it was NOT resolved. 

So I now have this message from Talktalk as a text:

 

Should I get in touch with them directly myself, or ignore it and keep this strictly through you....?

While typing this my Internet dropped on this phone and I got the message "connected without Internet" for a few minutes.

So that would have been c 8.45am, if that helps with your checks?

[Lifting the phone receiver, my landline appears clear, but I have not had a chance to check it yet with a call.]

[Gliwmaeden2]

Yes - now back up > 0.9.

😊

[Debbie-TalkTalk]

@Gliwmaeden2 

I've checked again and I'm still showing the increased speeds.

I would suggest leaving at least 5 minute gaps between running speed tests.

[Gliwmaeden2]

Cross-posted!

I'll check the phone later - haven't had a chance to make any calls but will monitor things in the course of the week.

Current wifi speed download 15.2.

One reading for upload 0.91. Then one at 0.88.

The upoad speed is actually creeping down with each test so I might need to keep an eye on it still. Third test 0.83.

[Debbie-TalkTalk]

Hi @Gliwmaeden2 

Oh great 🙂

Just a line optimisation, so DLM was reset and it increased the speed.

[Gliwmaeden2]

Wow, @Debbie-TalkTalk.

I spotted the test.

Ran Ookla and it's suddenly so much better!

What did you do to correct it?

Looks great!

[Debbie-TalkTalk]

Hi @Gliwmaeden2 

Is the line clear when making calls?

The line test is clear - No faults detected.

I have optimised the connection and the line is now in sync at 17.9mb and the upload sync speed has increased to just over 1mb.

[Debbie-TalkTalk]

Hi @Gliwmaeden2 

I'm just running some line tests now, I wont be long.

[Gliwmaeden2]

@Debbie-TalkTalk, I'm going to have to give a lesson online this evening. 

Could my line be checked this morning? I am worried about that low upload speed for Skype working properly. 

[Gliwmaeden2]

I've been back here since Saturday evening, @Debbie-TalkTalk.

The download speed is struggling to touch on what had been more usual prior to this incident and the upload speeds are frankly worse than they were during the incident.

At only 0.3Mbps I will have problems on Skype  / Zoom / simply uploading to Facebook. 

 

 Please test the line again. 

[Debbie-TalkTalk]

Hi @Gliwmaeden2 

It's no problem 🙂

Hope you have a lovely holiday 🙂

[Gliwmaeden2]

Fingers crossed it stays that way.

The internet is not great where I'm staying at the moment so I'll still have crucial jobs to catch up on when I get back. 

Thanks for keeping an eye on it for me. 😊

[Debbie-TalkTalk]

Hi @Gliwmaeden2 

Openreach have closed the fault as resolved - Fault was located at local cabinet.

The line tests are now all clear too.

[Gliwmaeden2]

@Debbie-TalkTalk, did you receive any updates?

I got this:

 

Of course, I can't check whether it's working satisfactorily while on holiday, but you should be able to check the phone line at least.

Any explanation as to what caused the fault?

[Gliwmaeden2]

I do hope so.