topic Re: Frustrating Customer Service. in Broadband

Frustrating Customer Service.

AshtonBlack — Fri, 12 Apr 2024 09:17:10 GMT

Hello,

I have an ADSL2+ connection which, when working used to be 30Mb+, but started to suffer from a lot of dropouts. The online diagnosis claims "there's nothing wrong" even though I can see the cap in the router (max D/L speed) and this is less than the "guaranteed" speed.

I've tried 3 times to raise a call, only to jump through the exact same hoops (they don't seem to see a case history!). The first time they said they'd get an OpenReach engineer out and closed the call. This didn't happen (or at least no difference)

The second time was through their online portal and immediately closed.

The 3rd time was through a phone callbut was closed due to me not having a microfilter to test with. (My socket has a built-in one!)

At no point would anyone listen to me telling them that I can see the "max speed cap" in the router and it's their system masking an external fault which OpenReach have not fixed at all.

So as I embark on one final attempt to get the speed that I'm paying for please wish me luck and hope I get someone who is able to help, rather than just run through a really bad script.

I have got 1 more month with TalkTalk and I will be going to a different service even if it's more expensive.

Re: Frustrating Customer Service.

KeithFrench — Sat, 13 Apr 2024 10:08:59 GMT

Please can you include a screenshot of the line statistics that you are referring to, so that I can check them & process this accordingly?

Re: Frustrating Customer Service.

AshtonBlack — Sat, 13 Apr 2024 12:37:01 GMT

The "Actual Rate" never changes from 11399 implying it's system set from the ISP side of the connection.

When it was 30+ (a fluctuating number from 25Mb to 35Mb) it was fine for almost 2 years, but then started to suffer from droputs. My "guaranteed" is rate is 30+.

The first OpenReach Engineering call, didn't "fix" it and I received no information.

Then I had two other calls, to no avail "There's nothing wrong" despite the slow connection

So I have a 2nd OpenReach call that is supposed to come early next week. Hopefully, that'll fix it. But my complaint was that the customer service rep wasn't able to just read the "history" of the job, had to follow the set script every single time I called. They even closed one of the calls because I had a NC5 Mk4 (the socket with the built in micro-filter) and so couldn't try another one.

Re: Frustrating Customer Service.

ferguson — Sat, 13 Apr 2024 13:13:16 GMT

Try removing the faceplate from the master socket and connect the router to the test socket using a plugin microfilter. Switch the router off for a full 30 minutes to allow the session to reset and then switch it back on. See if that improves the connection speed at all.

Re: Frustrating Customer Service.

Chris-TalkTalk — Mon, 15 Apr 2024 07:32:09 GMT

Hi AshtonBlack,

If you still need assistance can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris