topic Re: Internet Speed in Broadband

Internet Speed

CLARELE — Tue, 18 Jun 2024 12:03:50 GMT

Hi there,

I'm struggling with my internet speed, it's currently 19mbps but it always sits between 16-19 which is not fast enough for my use! I tried calling two weeks ago and the staff member said that there was no better service that he could offer!

I'm happy to pay for a better broadband service aslong as it gets up to speeds around 50mbps as I have zoom calls which are constantly cutting out.

Hope you can help.

Best

Re: Internet Speed

Debbie-TalkTalk — Tue, 18 Jun 2024 12:12:51 GMT

Hi @CLARELE

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Internet Speed

CLARELE — Tue, 18 Jun 2024 12:20:34 GMT

Hi Debbie,

Thanks for getting in touch!

I've added the details.

Best

Clare

Re: Internet Speed

Debbie-TalkTalk — Tue, 18 Jun 2024 12:22:26 GMT

Hi @CLARELE

Thank you. Could you add the full landline number including area code (to your Community Profile)

Re: Internet Speed

CLARELE — Tue, 18 Jun 2024 12:23:47 GMT

Hi Debbie,

I don't have a landline number.

Best

Clare

Re: Internet Speed

Debbie-TalkTalk — Tue, 18 Jun 2024 12:25:58 GMT

Hi Clare

Ah ok, that's the account number added.

I'm just checking the line stats now and I will post back shortly.

Re: Internet Speed

Debbie-TalkTalk — Tue, 18 Jun 2024 12:27:35 GMT

@CLARELE Could you reboot the router for me please?

Re: Internet Speed

CLARELE — Tue, 18 Jun 2024 12:39:46 GMT

Hi Debbie,

I have done this.

Best

Re: Internet Speed

Debbie-TalkTalk — Tue, 18 Jun 2024 12:41:49 GMT

Hi @CLARELE

Thank you 🙂

The line is now in sync at just over 22mb and the SNR has increased. It was dropping low prior to the reboot so this can affect the connection.

What speeds are you now receiving?

Re: Internet Speed

CLARELE — Tue, 18 Jun 2024 12:46:25 GMT

I've just checked and it's still at 19Mbps?

Is there no option of upgrading my service ?

Best

Clare

Re: Internet Speed

Debbie-TalkTalk — Tue, 18 Jun 2024 12:47:59 GMT

Hi Clare

If you look in My Account under Offers and Upgrades tab, does it show any options to upgrade?

Have you tried a wired speed test?

Re: Internet Speed

CLARELE — Tue, 18 Jun 2024 13:11:06 GMT

I've checked this and it does give me the option for Full Fibre 150 mbps and then when I type in my address and go to upgrade it says sorry we don't offer this upgrade to you at this moment?

Best

Clare

Re: Internet Speed

Debbie-TalkTalk — Tue, 18 Jun 2024 13:12:18 GMT

Hi Clare

Apologies for this.

If you contact our Loyalty Team directly then they can discuss packages available with you and arrange any upgrades.

Re: Internet Speed

CLARELE — Tue, 18 Jun 2024 13:19:40 GMT

Hi Debbie,

Do you have a number for them ?

Best

Clare

Re: Internet Speed

Debbie-TalkTalk — Tue, 18 Jun 2024 13:24:35 GMT

Hi Clare

Yes you contact our Loyalty Team using Live Chat or 03451720046.

Debbie

Re: Internet Speed

CLARELE — Tue, 18 Jun 2024 13:27:53 GMT

Thanks so much

Re: Internet Speed

Debbie-TalkTalk — Tue, 18 Jun 2024 13:37:36 GMT

Hi Clare

No problem 🙂

Debbie