Hissy (at times, crackling) line

Hi folks,

For the past month, our ADSL connection has been dropping for a few minutes at a time about 4-5 times per 24hr period. This sometimes appears to coincide with a crackling noise on the phone line or when a phone call is received.

Calls to AOL Support eventually resulted in them finding an issue on a line test and they raised a fault to the TalkTalk faults team. The faults team suggested trying to isolate whether it's a line or broadband issue as they claim we'll be charged if a broadband openreach engineer is sent for a line issue.

I've done some searching on here and have already done some diagnostics.

Line rental is paid to BT, but phone and broadband go via AOL.

For the last 3 weeks the phone and broadband has been plugged into the test socket via a microfilter.

I've used four different filters with no change. I've also used a corded phone straight in the test socket (no filter) with the quiet line test (17070 option 2). I could hear a faint hissing noise, i.e. it wasn't totally silent. I've only tried this in the last hour or so since looking at preivous threads on here where that was suggested.

The crackling seems to get worse in the evening (though the phone is rarely used during the daytime) so I'll continue to try the quiet line test every hour or so.

It's usually a cordless phone that's used but I've got a corded phone for the purposes of the quiet line test. Is the line supposed to be completely clear or is a faint hissing sound during the quiet line test normal?

Could be caused by faulty extension wiring. Do you run any under carpets?

In reply to a post by micksharpe:

Could be caused by faulty extension wiring. Do you run any under carpets?

There was a faulty internal extension which I disconnected and isolated from the master socket. This left only one remaining extension which ran from the master socket to an upstairs room.

However for the past three weeks, the phone and broadband has been plugged into the test socket as I wanted to isolate the internal wiring.

Is the line supposed to be completely clear or is a faint hissing sound during the quiet line test normal?

When connected to the test socket you don't want to hear any hissing or crackling during the quiet line test.

Please test again in the NTE test jack, if the hiss is still apparent, ring your ISP again and ask if they can run a CIDT test on your line. This should identify the (suspected by me) HR fault, and will have them raise a fault for Openreach to investigate.

In reply to a post by Zarjaz:

Please test again in the NTE test jack, if the hiss is still apparent, ring your ISP again and ask if they can run a CIDT test on your line. This should identify the (suspected by me) HR fault, and will have them raise a fault for Openreach to investigate.

Thanks for the responses.

I've done the quiet line test again (with a corded phone plugged directly into the test socket) and could still hear the faint hissing.

Tried to call the ISP whose fault team was very busy and hadn't answered the call after a long wait. I'll try again tomorrow.

They did say last time that if I can still hear the hissing/crackling when only the phone is plugged in then I should report that to BT, in order to resolve the line issue. However, I'll ask them to do the CIDT test and see what comes back.

They did say last time that if I can still hear the hissing/crackling when only the phone is plugged in then I should report that to BT, in order to resolve the line issue.

They really shouldn't be telling you this. If you follow their advice, the fault ail be logged as noisy, but since the fault is only apparent when the broadband is connected, the engineer will visit, and test without BB connected, and you'll get a bill for right when tested.
Getting your broadband service provider to have the CIDT test done should identify the HR fault, then get the correct type of fault raised to Openreach, and you'll get an engineer who understands the nature of the fault.

In reply to a post by Zarjaz:

They did say last time that if I can still hear the hissing/crackling when only the phone is plugged in then I should report that to BT, in order to resolve the line issue.

They really shouldn't be telling you this. If you follow their advice, the fault ail be logged as noisy, but since the fault is only apparent when the broadband is connected, the engineer will visit, and test without BB connected, and you'll get a bill for right when tested.
Getting your broadband service provider to have the CIDT test done should identify the HR fault, then get the correct type of fault raised to Openreach, and you'll get an engineer who understands the nature of the fault.

Thanks for this, I spoke with AOL's faults management team to ask. They said they can't do a CIDT from TalkTalk's network as the line rental is paid to BT. They suggested asking BT to do the CIDT test. I was also told that the exchange engineers had just done some updates to the exchange equipment which will take effect at 7pm tonight.

I then called BT to ask for the CIDT test. They did another standard line test and found no issue. I had to ask about five times whether they'd done the CIDT test before they admitted they don't do the CIDT, that's something the ISP can do. They suggested the fault was a broadband issue and advised contacting the ISP.

So, called AOL again to report BT's response and to ask (again) for the CIDT test. I was told the fault had been escalated to the next level and I should wait 24-48 hours for a response. I asked that BT's response be added to the fault report. Unless anyone suggests otherwise I'm going to monitor until tomorrow morning and then call AOL for an update and to ask again for the CIDT test.

I've just been told by a (non UK based by the sound of it) support engineer from AOL that "I have the wrong mindset" if I expect the connection to remain stable for more than a couple of hours at a time. He also said the broadband's been stable for over an hour so I shouldn't really complain. Ha!

I asked for the CIDT test and was told they don't do that test as it "disconnects other users on the line."

Anyway, I called customer retentions to complain about that moron and was told the UK faults department will be open tomorrow so I'll just wait until then to speak with them. I've told them I'm going to leave if this isn't resolved (I mean it).

You won't be the first person to leave AOL owing to poor customer service.

I had a call today (unfortunately from the India faults team), they have "done all the necessary tests" and offered to send a "Cube" engineer to check the internal wiring - if there is an internal issue it costs £50, if not, there is no charge.

However, I've searched online and found most mentions of the TalkTalk Cube (also called Bright Sparks) engineers to be alongisde a complaint that the customer has been charged £50 and been unfairly blamed for internal wiring issues.

I asked if they'd done a CIDT test, he said no and after placing me on hold, said they had but had found errors with the internal wiring.

I don't know what to do now - for sure their engineer will try to make out there's no fault (and it's unlikely he's going to experience the dropping broadband while he's here unless he stays here for a few hours).

One of their UK based colleagues asked me to unplug everything from the test socket and found a fault on the line so I don't know why they're backtracking now. What should I do?

In reply to a post by wannabemedic:

I asked if they'd done a CIDT test, he said no and after placing me on hold, said they had but had found errors with the internal wiring.

Did you ask them exactly how they had done that and what tools they used.

In reply to a post by MHC:

In reply to a post by wannabemedic:

I asked if they'd done a CIDT test, he said no and after placing me on hold, said they had but had found errors with the internal wiring.

Did you ask them exactly how they had done that and what tools they used.

It sounds like they used telepathy!


As a general rule, if you're calling asking for tests to be done, it's best to disconnect your internal wiring (assuming you have an NTE5) and connect the DSL device and a corded phone to the test socket. This way, it's possible to say "it can't be my internal wiring because it is disconnected".

It's even better if you call from a mobile or another line, so you can plug and unplug devices if required.

If the fault is still apparent in the test socket, then there is no ground to be gained by having a cube engineer.

I apologise, if your line rental is with BT, and the ADSL is via Talktalk resold to AOL, then the CIDT test may well be difficult for them to run. It is run to towards the end users modem from either the BT Wholesale 21cn DSLAM, OR from Openreach TAMS equipment. The set up described is through neither.

So, where from here ? Take the cube engineer, and when they report no issue within the house, press AOL for an SFI visit .......

Maybe ask for a MAC code and take your trade to an ISP who can prove their worth but actually getting this fixed ?

The OP could migrate to AAISP

In reference to www.aa.net.uk/broadband-trial.html:

If you are migrating your service to us, even though you know you have a problem with your broadband line, we'll take on the fault. We'll tackle the problem and get it fixed within one month. If we don't then you can migrate away and owe us nothing for your migration to us and your service charges for that month.

But why customers should have to switch isp to get a simple bb fault fixed can only mean that the ISP is failing to provide a proper service to it's customers, The outsourced overseas call center staff have no training in BB tech, infact it could be agrued that some don't even have a brain

Their systems have just gone down (so they claim) so I've been advised to call tomorrow.

I'll take the Cube engineer but when they ask me to agree to the terms of the £50 charge if they find a problem in the house, I'll ask them to agree to my terms for them to pay me a minimum £50 charge in respect of my time in dealing with the matter. During today's call I refused to agree to the £50 charge and was told they couldn't then proceed.

The router I have is a Netgear DG834G (v3) which is about 5 years old (originally provided by them) and I've changed the microfilter three times now with no real improvement so I'm quite confident that it's not an issue here. I've also swapped the router with someone else for 3 days and our router performed perfectly there whilst their router continued to experience line drops here.

I just spoke with BT who agreed to do a CIDT test which came back with no faults. I was asked to unplug the filter from the test socket and just plug in the phone. I did this and there was no hissing noise. The BT guy suggested changing the microfilter and going back to the broadband provider. Last time I tried BT they said they couldn't do a CIDT test but today's agent claims to have done it with no issue found, so what does this mean for the suspect HR fault?

If there's anything else in terms of diagnostics you could suggest I'd be grateful, before I agree to the cube engineer tomorrow. I'll be making an audio recording of whatever the cube engineer says so there's no dispute if he says one thing to me and then another version of events comes back from AOL with a £50 charge.

In reply to a post by tommy45:

The outsourced overseas call center staff have no training in BB tech, infact it could be agrued that some don't even have a brain

I'd like to second that opinion! One of the overseas guys yesterday told me I was out of my head if I wanted a broadband connection to remain stable for more than an hour or so at a time.

I'm tempted by Sky unlimited broadband (+ anytime calls + line rental). There's £80 cashback on offer and 6 months broadband (£10 per month) is free. Only a 12 month contract too...

If you have both phone & router via a filter ,plugged directly into the test socket (behind the lower half of the faceplate) then their micky mouse cube engineer will be waisting their time, short of swapping the filter there would be little they could do
As for any extension wiring this doesn't apply as it's not being used

The sending of such engineer will be one of their stalling tactics as the last thing they want to do is call out openreach as i think it costs them £160.00 (Which may only apply to LLU SMPF &FMPF) regardless of if a fault is found or not

Edited by tommy45 (Mon 21-Jan-13 18:32:55)

In reply to a post by wannabemedic:

In reply to a post by tommy45:

The outsourced overseas call center staff have no training in BB tech, infact it could be agrued that some don't even have a brain

I'd like to second that opinion! One of the overseas guys yesterday told me I was out of my head if I wanted a broadband connection to remain stable for more than an hour or so at a time.

I'm tempted by Sky unlimited broadband (+ anytime calls + line rental). There's £80 cashback on offer and 6 months broadband (£10 per month) is free. Only a 12 month contract too...

Sky mmm, could be out of frying pan & into the fire there, plus they only do Full LLU Harder to migrate away from ,should you wish to, FTTC fibre maybe a better option than their ADSL, If available to you samknows is a fairly good source for what options you have available to you http://www.samknows.com/broadband/broadband_checker

Called them just now after the broadband dropped again. They did a test, called back on mobile and said they found no fault. Was then offered the cube engineer.

I asked why they couldn't simply send the Openreach engineer. Apparently the next level department will reject the Openreach SFI request if a cuboid hasn't visited already. Sounds like you're spot on about it being one of their stalling tactics.

Anyway, the cuboid is coming out on Thursday so he can check out the non-existent internal wiring (ha!) so I'll update on Thursday. Thanks again for all your advice and support, it's a great help.

In reply to a post by wannabemedic:

I was asked to unplug the filter from the test socket and just plug in the phone. I did this and there was no hissing noise.

When you are sync'd to the exchange, i.e. have an ADSL connection, then it seems that problems occur - an OR SFI engineer is probably the only one able to fix the fault, I would insist that the ISP arrange for a SFI visit and not mess around with some sort of a CUBE person.

ISP's offer broadband over ancient copper phone wires in many cases and since they are taking the risk of offering an acceptable broadband service over those wires it is their responsibly to ensure and maintain a sound connection - that has to be encompassed by their financial strategy of which an SFI diagnostics/repair would be part.

I just spoke with BT who agreed to do a CIDT test which came back with no faults. I was asked to unplug the filter from the test socket and just plug in the phone.

Oh dear ...... the CIDT test is run to an in sync adsl modem. So again, smoke and mirrors from all concerned.

Last time I tried BT they said they couldn't do a CIDT test but today's agent claims to have done it with no issue found, so what does this mean for the suspect HR fault?

It means those you spoke to at BT, haven't got a scooby-do.

If there's anything else in terms of diagnostics you could suggest I'd be grateful

Take a look and see if your routers stats page shows errors, if so, you should see this rise heavily when the phone is used, might even see the SNR drop.

Good luck. Keep us posted.

In reply to a post by Zarjaz:

Take a look and see if your routers stats page shows errors, if so, you should see this rise heavily when the phone is used, might even see the SNR drop.

Good luck. Keep us posted.

Cheers, just called 17070 for the silent line test while looking at the router stats. Noise ratio went from 9db to 6db and then it lost sync.

A few mins after it reconnected the noise margin showed as 2147483647db (this is new to me) and it lost sync again.

Anyway, it's connected again with a noise margin that's fluctuating between 6-9db.

I will keep updating as things develop, thanks again for all the help and advice.

The cube engineer visited & brought a new AOL branded router (Huawei Echolife HG532).

He had a tablet PC which he plugged into the new router via an ethernet cable & proceeded to watch the following page for 15 mins (screenshot):

http://i46.tinypic.com/2v83eqa.jpg

http://i49.tinypic.com/2up7msz.jpg

His view was that because the number of error seconds (see above screenshots) was 0 over the 15 mins, there was no line problem. He then put it down to the Netgear router & left the new one here.

He also put the front plate of the master socket back which has now reintroduced the internal wiring of the house, which isn't ideal for pinning down a problem on BT Openreach's line.

The connection has continued to drop since his visit & I heard the crackling/hissing noise this evening when making a phone call.

What's confusing is that the number of error seconds has remained at 0. The Netgear router that was being used didn't have the ability to display errors. Yet the connection has definitely dropped at least twice since it was last rebooted.

In reply to a post by wannabemedic:

The Netgear router that was being used didn't have the ability to display errors.

It might here: http://www.kitz.co.uk/routers/netgeardg834_interleav...

Might have missed someone saying this but if the hiss is present at the test socket when no broadband device is connected and no filters, just a corded handset and particularly if any pops and whistles then report it as a noisy telephone line, the broadband problem is irrelevant. Report as in who ever you pay your telephone line rental to.

Noise usually affects the broadband first, and the High Resistance fault that people suspect and seems most likely generally get worse until they can be heard, then eventually the broadband totally dies followed by at some point the voice line. This may take months or years to happen.

Thanks. The broadband is still unstable.

The hissing noise comes and goes. It's proving difficult to pin down (when I hear it, I call BT who do a line test and claim all is well). The noise is faint when it's a corded phone in the test socket, but it sometimes sounds worse when the broadband is up.

When the broadband goes down I call AOL who claim all is well with the line, or they use their powers of telepathy to diagnose an internal wiring fault.

In both cases there is a significant charge if an engineer attends & can't find a fault. It seems to me this should still be a broadband issue (i.e. Openreach SFI).

That reminds me, I'll need to remove the front plate of the master socket again so that I can isolate the internal wiring again.

Is there any fool proof way to get a CIDT test done, either by making a formal complaint to BT or to AOL? It's clear that talking to the morons who staff both companies' call centres isn't going to achieve results.

If you can try various dangle filters, adsl leads, and routers in the test socket again (?) and the problem persists then it's almost certain that an SFI engineer is needed.

If you wish, it is possible to monitor a fault by installing an app called RouterStatsLite on your computer and when the phone is in use, i.e. both calling in and calling out, a sudden drop of the SNRM to zero might be seen on the graph at which point the adsl connection may drop.

Edit: if calling in, allow the phone to ring at least 8 times before answering or hanging up when monitoring with RouterStatsLite.

Edited by 4M2 (Sun 27-Jan-13 13:50:09)

In both cases there is a significant charge if an engineer attends & can't find a fault. It seems to me this should still be a broadband issue (i.e. Openreach SFI).

Of your two options, AOL and BT, it can only be AOL who might raise an sfi visit.

In reply to a post by 4M2:

If you can try various dangle filters, adsl leads, and routers in the test socket again (?) and the problem persists then it's almost certain that an SFI engineer is needed.

AOL have suggested I replace the faceplate on the master socket. At the moment, the filter is plugged into the test socket which bypasses the faceplate completely.

It may be a co-incidence, but it seems uptime/stability is better when the faceplate of the master socket (BT Openreach branded) is plugged in.

They also said if I hadn't mentioned a hissing noise on the line, they'd have sent out an SFI, but the hissing is supposedly a line issue (I've told them BT can't send an SFI but I may as well tell the cat). Yet the hissing is only noticeable when the router syncs up. Next time I call I'm just going to mention the dropping connection. Getting really fed up with this now.

Yes, you said in one of your earlier posts that the line noise was perhaps more noticeable when you had an adsl connection. It's highly unlikely that the problem is your side of the test socket since I believe you have tried various dangle filters, adsl leads and routers in the test socket.

However you've just mentioned that stability is possibly better when using the faceplate so it's just possible, although very unlikely, that there is a better connection into the test socket that way rather than perhaps a poor connection when dangle filters are plugged in directly. But the test socket and beyond to the exchange is the responsibly of OpenReach so in any event that would have to be diagnosed/repaired by an OR engineer.

Reckon you'll just have to keep badgering the ISP to arrange a SFI visit...

Best of luck.

Thanks. A replacement router is on the way and they've advised if the connection still drops after that, an SFI will be booked (finally).

Meanwhile, I did the following checks on the BT ADSL Checker site. One on my phone number and a second check was on next door's number (with their permission, they don't have broadband):

http://i46.tinypic.com/104enq1.jpg

http://i46.tinypic.com/zlt35v.jpg

I know line length can vary but the checker confirms both houses are served by the same cabinet number and same exchange, so I'm wondering why the speeds shown are significantly lower for our line rather than next door's. How do these figures get calculated & are they of any use with this issue?

The checker takes into account feedback from a working line on a phone number, so that may account for differences, as well as differences in the line routing.

In reply to a post by wannabemedic:

Thanks. A replacement router is on the way and they've advised if the connection still drops after that, an SFI will be booked (finally).

They are obviously very reluctant to book a SFI

In reply to a post by wannabemedic:

so I'm wondering why the speeds shown are significantly lower for our line rather than next door's.

Your neighbour;s line has no BB history and so is a pure guess.

Update: I called BT yesterday after plugging the single corded phone into the test socket and hearing a faint hissing noise accompanied by clicks.

They did a test and claimed all was well, but I insisted there was a noise on the line. They referred it to engineers to monitor the line for 24hrs.

Now they've contacted me to say the next level engineers have found a line issue "outside but close to the property" and they'll fix it by Monday. They say they won't need access to the property. They didn't have further info available on the type of fault.

This is what is currently showing when the fault is tracked online (differs to what I was told on the phone regarding no access being needed to the house):

http://i45.tinypic.com/6qbllt.jpg

So, unexpected development on the BT side of things. Fingers crossed this will lead to a solution, it's certainly taken long enough to get to this point!

That's good news - it sounds like your undeterred perseverance is getting things moving at last

Would be interested in an update.

In reply to a post by Zarjaz:

Would be interested in an update.

No developments yet, BT said they'd fix it by Monday, so fingers crossed it's either sorted out tomorrow or I get an update with regard to a resolution. I will update this thread when BT get in touch.

Unrelated to this, the cordless phone stopped working yesterday (the base unit charges the handset but it isn't transmitting the wireless signal to the cordless handsets anymore) so that's something else to add to my already lengthy 'to do' list!

Only skimmed though this thread so might have missed things!

When cordless phones have gone wrong in the past they have caused people issues here in TBB! When you tested from the BT TEST socket were you using an old world corded phone or this cordless one that's just packed up?

EDIT: Just re-read things and see you did use a corded phone... Strange coincidence your phone failing...

Edited by b4dger (Sun 03-Feb-13 18:05:59)

Update: BT were supposed to fix the fault today. They were due to carry out external checks. The engineer(s) had my mobile number and were supposed to call if access to the property was needed today.

I was informed by a neighbour that a BT engineer was at the door earlier. Nobody bothered to call me (I could have nipped home). I just called BT and was told an engineer visit to the house is necessary and that the earliest appointment is Tues 13 Feb.

I'm seriously annoyed with them, it's irritating enough that the BB keeps dropping randomly and that the hissing noise is still there, but I'm still paying line rental for this dire service from BT.

I've filed a formal complaint with BT and included a threat to sue for damages and consequential losses for the manner in which they've handled it. I'm not kidding, I've used the court system before and they are very helpful especially when it's a member of the public vs a corrupt corporation.

In the formal complaint I've asked for the fault to be resolved forthwith, I will see what comes back otherwise I'll be charging them £40 per day that this remains outstanding.

Absolutely disgusted with their behaviour.

Formal complaint to BT resulted in an engineer being available to attend today.

He opened a cover in the pavement down the road and said there were two wires touching there, he said it was something to do with the direct current wire. He did say that this fault would only have got worse over time and that if there were further issues a broadband engineer would be needed and as the line was underground it would probably mean digging up the front garden & paving slabs.

The hissing is still there when the broadband is in sync, but I'll leave it for a couple of days to see how stable it is.

Here are the current router stats (upload is normally 448 & error seconds have never shown anything except 0):

ADSL Mode ADSL2+
Interleaving: On
Up Down
DSL Line Speed 375 kbps 8004 kbps
Line Attenuation 27.1 dB 48.0 dB
SN Margin 4.4 dB 7.7 dB
Total Errors Seconds 0

If I have to go back to AOL, as soon as I mention hissing they'll revert to script and say it's a line issue & bounce me over to BT, so I wonder whether I should only mention the broadband dropping?

Or, in the event BB is still unstable, should I ask BT to monitor the line for 24hrs again, as only when they did that (instead of an on the spot line test) did they diagnose the issue that led to today's engineer visit.

The connection just dropped when the phone was used.

Router stats at the time it dropped:

Up Down
DSL Line Speed 375 kbps 8004 kbps
Line Attenuation 27.1 dB 48.0 dB
SN Margin 1.1 dB 5.3 dB

Called BT who said the line is testing ok, but they agreed to monitor it for 24 hrs.

If they can't find an issue, that'll give me the solid evidence to go to AOL and ask for an SFI without having to take their nonsense about going back to BT.

He opened a cover in the pavement down the road and said there were two wires touching there, he said it was something to do with the direct current wire. He did say that this fault would only have got worse over time and that if there were further issues a broadband engineer would be needed and as the line was underground it would probably mean digging up the front garden & paving slabs.

So if the wires are touching and that is a cause of the fault when is it going to be fixed and if not why not as you shouldn't have to put up with a noisy phone line, it surely has to be fixed if that is the fault?

In reply to a post by Apprentice:

So if the wires are touching and that is a cause of the fault when is it going to be fixed and if not why not as you shouldn't have to put up with a noisy phone line, it surely has to be fixed if that is the fault?

He said he fixed it today (he was at the underground pavement cover for about 15 mins). He did his tests with his phone unit plugged directly into the test socket (i.e. no BB).

Maybe there are two faults, who knows... all I can say is that the line is as noisy now as it was yesterday and the broadband still keeps dropping.

Hopefully BT's response tomorrow (after the 24hr monitoring period finishes) will either confirm an outstanding fault, or give me the ammo to go to AOL to request an SFI visit.

BT did their 24hr monitoring of the line and found no further issues.

AOL have offered an SFI but they've also said the connection seems more stable. It is more stable now, probably because the speed has decreased (was ~8Mbps, now ~5Mbps). They did say if the SFI finds no fault, it costs £50, however, I was told if that was the case they'd go back to BT Openreach as the evidence here suggests a fault, and I'm definitely plugged into the test socket so no internal wiring issues (apparently that's the main reason people get charged - when they leave an extension plugged in but claim they're in the test socket).

As a final check, I restarted the router while doing the quiet line test using a corded phone plugged into the filter that enters the test socket. I could hear a faint whistling sound while the router was gaining sync. When sync was achieved, the whistling noise was replaced by a hissing noise. I then switched off the router and a few seconds later, the hissing noise stopped. This is intermittent though - sometimes it'll be very noisy, other times you have to listen out for it.

So, unless there's anything else to try or suggest, I'll agree to the SFI visit.

A SFI is needed for sure! You are using the test socket, corded phone, tried alternative routers etc. which means nothing more can be done on your side of the NTE5.

So, unless there's anything else to try or suggest, I'll agree to the SFI visit.

Agree with it. When the engineer comes, describe the symptoms, "I could hear a faint whistling sound while the router was gaining sync. When sync was achieved, the whistling noise was replaced by a hissing noise." Is absolute classic HR evidence.
If it were me, I'd using the TDR function to look for the HR. Also using the manual ADSL function with the error counter running, whilst using the phone at the same time, should show the errors piling in as the phone is used.

An HR can be anywhere, but a high proportion seem to lay with the now non-required, crimps 8b in the cabinet. Ask the engineer if the cab is SCC, if so, ALWAYS worth a determination of both E and D.

That's excellent advice

When I had a SFI visit I had the router in the test socket plus a corded phone via a dangle filter, no extensions connected, RouterStatsLite running, described the symptoms and then made an incoming call using a mobile. When the call was made SNRM dropped to zero on the RouterStatsLite graph and I lost the ADSL connection. The SFI confirmed an extremely high error rate with his test equipment when we made another incoming call.

Actually the fault was found at the exchange after he traced the line all the way back to the exchange via the cabinet...

The issue I see, is to many engineers using the set of leads provided with their tester, straight on the pair and into the tester. Simply using a good, known, working micro filter and rj11 to rj11 lead, means you can be tabbing through the various screens whilst listening to the dial tone through your butt. Use of cords connecting 6/10e means this can be repeated wherever in the network.

I think the SFI just plugged his "very expensive" and very large modem (?) device directly into the test socket and when an incoming call was made it displayed thousands of uncorrected errors. Unlike my router, I believe the burst of noise didn't cause his modem (?) to drop the ADSL connection...

However the problem was never fixed whilst I was on ADSL MAX - there seemed to be some sort of communication difficulty between Plusnet and Open Reach - it was only when I switched to SMPF that the issue was finally resolved at the exchange

Thanks both for the replies

The fault ticket got bounced back to the lower level fault management team for some reason. For them to escalate it back to the UK based networks team they had to do diagnostics (again).

They asked for everything to be unplugged from the test socket so they could do a line test. They called on the mobile afterwards to confirm they found an "Incorrect Line State" fault. This is the first time they've confirmed a fault. As there wasn't anything plugged in at this end, clearly the issue is beyond the test socket.

The ticket's going back to the UK based networks team and they'll ask for two dates for an SFI to attend. Apparently only the networks team can order an SFI. There is light at the end of the tunnel! Wouldn't have got here without your advice and support so thanks again to all of you. I'll keep updating until the issue's resolved so hopefully this thread will be useful to others in future.

Where are in the country ? It might be me that visits !

Good luck, hope it gets fixed

BTW. When the SFI was testing my line the phone was dead for nearly two hours whilst he was at the cabinet and the exchange, the potential of which is perhaps something which you may wish to consider when you agree to a visit time and date.

SFI visited today. He did a quiet line test in the test socket and heard the crackling. I mentioned the symptoms when he asked about the broadband issues and he said HR straight away.

The issue was resolved by the test socket being replaced. He said there wasn't any sign of damp in the socket (apparently the ISP may charge a customer if it's related to damp issues in the home) or any visible fault, but the crackling stopped after the new socket was installed. He spent a further 10 mins or so doing tests while the quiet line test was running on his handset, before asking me to do a speed test to check the throughput matched his line stats (said the line should support about 6.5Mbps).

He mentioned that they will charge the ISP for this visit, so I'm not sure whether AOL will try to pass it on. As I understand it, the test socket itself and the wiring into it is not the end user's responsibility.

He also asked whether the router is normally at the master socket and suggested a filter socket (click for a photo). As this isolates the broadband from the internal wiring I figured it would be worth doing. Apparently it can easily be removed if anything changes in future.

Router stats:

Up Down
DSL Line Speed 440 kbps 8424 kbps
Line Attenuation 26.4 dB 47.0 dB
SN Margin 17.9 dB 7.5 dB

Here's a speedtest result (LINK).

Fingers crossed that the issue has now been resolved! Thanks again for all the advice and support on this - really appreciate it.

If there was a fault with the test socket/NTE5 that has developed without any apparent external causes then I would say you shouldn't be charged for the SFI visit/repair by the ISP.

Getting a filtered faceplate would, IMO, be a good move since you have other internal wiring, i.e. one good extension and another disconnected perhaps due to it being faulty.

Looks like things have been fixed at long last

Guess what's quietly appeared on the AOL bill? A £50 charge for their mickey mouse "bright sparks" engineer.

Never mind the fact a BT Openreach SFI found and fixed an HR issue.

I've sent a formal complaint asking for it to be refunded within 7 days.

In reply to a post by wannabemedic:

Guess what's quietly appeared on the AOL bill? A £50 charge for their mickey mouse "bright sparks" engineer.

Never mind the fact a BT Openreach SFI found and fixed an HR issue.

I've sent a formal complaint asking for it to be refunded within 7 days.

I guess it could be argued that "bright sparks" eliminated any home wiring issues on your behalf and perhaps a fee might be payable. However since the SFI found a fault beyond your premises and outside of your control then I think you are definitely correct in challenging a charge for the mickey mouse visit.

Good luck.

In reply to a post by 4M2:

I guess it could be argued that "bright sparks" eliminated any home wiring issues on your behalf and perhaps a fee might be payable. However since the SFI found a fault beyond your premises and outside of your control then I think you are definitely correct in challenging a charge for the mickey mouse visit.

Good luck.

Good news - they refunded it and blamed an error for it appearing on the bill at all.

They confirmed it's only chargeable if the engineer finds the source of the fault inside the house (e.g. router/wiring issues) & removing the internal issue resolves the fault.