topic Re: Avoiding the admission of poor service.. in Broadband

Avoiding the admission of poor service..

Meringuefish — Fri, 02 Jun 2023 20:09:21 GMT

Hi all,

so it has become apparent this week that IF you run a TalkTalk speed test and it is lower than the minimum acceptable level; the test will just ‘fail’ rather than give you the actual mps number.

really poor, leaves a bad taste. Anyone else experienced this?
I’ll load some screenshots if I can , for further detail-

Re: Avoiding the admission of poor service..

ferguson — Fri, 02 Jun 2023 20:13:17 GMT

I can't say I have. Can you try from a different browser? Bear in mind that the guaranteed minimum speed for your line is as delivered to your router and can often be less than that on a wireless test because of other factors.

Re: Avoiding the admission of poor service..

Meringuefish — Fri, 02 Jun 2023 20:18:17 GMT

The last screenshot is an independent test - 5.98mbs.

did it a few times, it returned the same number (ish) each time - whereas the TalkTalk test thought about it for 2-3 minutes and came back with error.

we are remote here, so don’t expect a lot. But appreciate openness with/from our chosen providers

Re: Avoiding the admission of poor service..

ferguson — Fri, 02 Jun 2023 20:29:59 GMT

OK, let me put it another way. It looks like you are using an IPhone. I have just tested on mine and it works.

So whatever the problem is, nobody is "avoiding" anything.

Re: Avoiding the admission of poor service..

Meringuefish — Fri, 02 Jun 2023 20:35:34 GMT

Well they would obviously want you to see the 155mps you are getting!

Re: Avoiding the admission of poor service..

ferguson — Fri, 02 Jun 2023 20:42:20 GMT

I honestly don't know what to say to that. I will leave this to others. And the support team will of course advise when they are back online from Monday.

Re: Avoiding the admission of poor service..

Anonymous — Mon, 05 Jun 2023 06:39:23 GMT

Morning,

I'm sorry for the delay. I've run a test on the line now which is clear. Can I just confirm, what speeds were you originally seeing? How do the wired speeds compare? Is the router currently connected directly at the test socket?

Thanks

Re: Avoiding the admission of poor service..

Meringuefish — Mon, 05 Jun 2023 11:55:32 GMT

Hi,

now that my speed is back above 8mps, the TalkTalk speed test is returning a result.

my point is that when the result is (by independent testing) LOWER than the agreed acceptable level, a ‘sorry we couldn’t run a test’ message comes up, rather than the actual low speed value.

Re: Avoiding the admission of poor service..

Anonymous — Mon, 05 Jun 2023 11:58:40 GMT

Hello,

It's possible that the test is not able to fully complete if the speeds have dropped very low. How often does this happen and what are the highest speeds that you have received previously, before the speeds dropped please?

Thanks

Re: Avoiding the admission of poor service..

Meringuefish — Mon, 05 Jun 2023 14:38:54 GMT

This happens frequently- especially Sundays.
mps on WiFi devices is very poor.

point is - independent speed tests return a low number, TalkTalk’s own test will only return a number when it is higher than the ‘acceptable’ level!!

I’m not getting anywhere so don’t worry. Have a good week All 👍

Re: Avoiding the admission of poor service..

AllyM — Mon, 05 Jun 2023 19:11:28 GMT

@Meringuefish ,

You say that speed on WiFi devices is poor. Have you run wired speed tests for comparison?

Is the router sync speed also low when you are having issues or is it just throughput speed?

Re: Avoiding the admission of poor service..

Anonymous — Tue, 06 Jun 2023 05:41:44 GMT

Morning,

Thanks for confirming. If the speeds are varying/dropping very low then we can look into this further for you. Does your main socket have a test socket please? If it does then would it be possible to connect the microfilter, router and phone at the test socket so we can see how the speeds compare. Is the voice service also clear of any noise?

I'm not sure why the speed tester is not reporting a specific speed when the speed is low. My first thought was that the test couldn't fully complete as the speed was so slow.

Thanks

Re: Avoiding the admission of poor service..

Meringuefish — Fri, 09 Jun 2023 18:55:55 GMT

Hello again - ok, please see the below 3 screenshots of speed tests from just now .
I rarely get above 8mps, TalkTalk just won’t acknowledge it

Re: Avoiding the admission of poor service..

Gliwmaeden2 — Fri, 09 Jun 2023 20:22:18 GMT

@Meringuefish, staff will be back to follow this up after the weekend.

Re: Avoiding the admission of poor service..

ferguson — Fri, 09 Jun 2023 21:04:06 GMT

Have you tried the suggestions Michelle posted earlier?

Re: Avoiding the admission of poor service..

Meringuefish — Fri, 09 Jun 2023 21:56:20 GMT

… every 6 months for 7-8 years, yes.
but you are still missing the point,
the screen shots I posted earlier; 1 minute apart, in the same spot.

2 independent readings, around 7mps. The TalkTalk reading - this time boasting a 16mos, that from their graph had been stable for a week! Ludicrous, we have had total outages in that time, and much fluctuation.

so please, no more ‘internet basics’ advice please - it’s the reluctance to record a sub par speed via TalkTalk, designated speed test that I was discussing, nothing else.

Re: Avoiding the admission of poor service..

ferguson — Fri, 09 Jun 2023 22:02:45 GMT

OK, but to be honest I think you may be a wee bit fixated on that as opposed to addressing whether there is an actual speed issue with your service. The fact that readings are all over the place can indicate false positives. And if you have not tested with a wired connection at all than that could just show that you are having issues with your wireless connection, which is another matter. If you can try connecting at the test socket and run some wired speedtests over the weekend I am sure that will be really helpful for the support team when they pick this up again next week.

Re: Avoiding the admission of poor service..

Debbie-TalkTalk — Mon, 12 Jun 2023 05:57:58 GMT

Hi Meringuefish

Please can you run a wired speed test?

Re: Avoiding the admission of poor service..

Meringuefish — Mon, 12 Jun 2023 07:52:19 GMT

14.4Mbps (1.02 upload).

our issue is getting this out around the house on WiFi- router seems weak.

Re: Avoiding the admission of poor service..

Debbie-TalkTalk — Mon, 12 Jun 2023 07:56:59 GMT

Hi Meringuefish

Would you like me to send a replacement router for testing so we can rule this out first?