topic Re: Impossible to raise a complaint!! in Broadband

Impossible to raise a complaint!!

Thisiscrapservice — Thu, 25 Jul 2024 05:30:39 GMT

Been forced to Talk Talk following their purchase of Shell Broadband. Having been with them before I know how rubbish they are but only been here 3 days and surprised at how quickly they have proved how bad they are!!

Broadband speed dropped on transfer by 50%. Unable to run a speed test. Connection test says they don't recognise my router as not a Talk Talk one.

They haven't sent me a Talk Talk router and told me they don't need to. When I try to raise a complaint it forces me to a bot that then ignores me and offers help that I have already followed.

Absolute shambles of a company whose customer service is shocking.

Anyone got an email address to complain to?

Re: Impossible to raise a complaint!!

fr8ys — Thu, 25 Jul 2024 06:25:22 GMT

Your internet should have been unaffected as Shell used TalkTalk infrastructure, so all things being equal, your service would have continued unaffected.

All TalkTalk did effectively, was take over Shell billing.

I suggest you wait for staff here to run some tests and try and resolve any issues you may have.

Re: Impossible to raise a complaint!!

Anonymous — Thu, 25 Jul 2024 06:33:40 GMT

Morning,

I'm sorry to hear this and we can look into your broadband speed here.

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

Michelle

Re: Impossible to raise a complaint!!

Thisiscrapservice — Thu, 25 Jul 2024 07:18:30 GMT

All done, thank you.

Re: Impossible to raise a complaint!!

Thisiscrapservice — Thu, 25 Jul 2024 07:21:07 GMT

I had thought the same but unfortunately not. Their own message seems to indicate it's because I have a non talk talk router. Don't see how that's a problem either.

Finger crossed as I am contracted until December with Internet speeds that stop me using my tv, gaming platforms etc.

Re: Impossible to raise a complaint!!

Chris-TalkTalk — Thu, 25 Jul 2024 08:16:44 GMT

Thanks. Line test is passing, are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Impossible to raise a complaint!!

Thisiscrapservice — Thu, 25 Jul 2024 08:36:30 GMT

Telephone is fine

Re: Impossible to raise a complaint!!

Anonymous — Thu, 25 Jul 2024 08:50:51 GMT

Hello,

Thanks for confirming. The line tests are all clear and the sync speed looks the same for the last 12 days. Just to confirm, when did you notice that the speed dropped? What speeds were you seeing prior to this? Does your main socket have a test socket please?

Thanks

Michelle

Re: Impossible to raise a complaint!!

Thisiscrapservice — Thu, 25 Jul 2024 09:16:57 GMT

Hi It was the 23rd July, the same day you emailed to say I had been migrated.

What speeds are your test showing for the last 12 days?

I have no idea if my wall socket has a test socket, how would I know?

Re: Impossible to raise a complaint!!

Karl-TalkTalk — Thu, 25 Jul 2024 09:59:19 GMT

The current profile is set at 8mb, so this will restrict the sync speed. I'll see if Openreach can raise the profile and see if this will improve things. I'll let you know as soon as this is done.

Karl.

Re: Impossible to raise a complaint!!

Karl-TalkTalk — Thu, 25 Jul 2024 10:08:30 GMT

Can you power off the router for 30 minutes, then try a speed test via Sam Knows Speedtest and let me know the result.

Thanks

Karl.

Re: Impossible to raise a complaint!!

Billx — Thu, 25 Jul 2024 11:55:37 GMT

That's a very bad test site @Karl-TalkTalk

It takes you to http://www.broadbandperformance.co.uk/, which is not even a secure web site. Instead of taking you to Sam Knows Speedtest site.

It also tried to install 3rd party cookies. Why does it need 3rd party cookies?

It can't even do the speed test.

Not a site I would go again to.

Bill

Re: Impossible to raise a complaint!!

Karl-TalkTalk — Thu, 25 Jul 2024 11:58:05 GMT

You can use a google speedtest, any alternative one will do, to give an average speed reading.

Karl.

Re: Impossible to raise a complaint!!

Thisiscrapservice — Thu, 25 Jul 2024 19:32:12 GMT

7mbps & 1mbps

Re: Impossible to raise a complaint!!

Chris-TalkTalk — Fri, 26 Jul 2024 06:23:28 GMT

The profile has changed and isn't now restricting your speed. Just to confirm, did you switch the router off for 30 minutes?

Chris

Re: Impossible to raise a complaint!!

Thisiscrapservice — Sat, 27 Jul 2024 13:00:59 GMT

Hi yes switched off for over 30 mins. Speed doesn't seem to have changed

Re: Impossible to raise a complaint!!

Gliwmaeden2 — Sat, 27 Jul 2024 13:57:53 GMT

Staff will follow up on Monday, @Thisiscrapservice.

Re: Impossible to raise a complaint!!

Chris-TalkTalk — Mon, 29 Jul 2024 07:00:37 GMT

Hi,

How are you getting on, has there been any speed improvement since your last post?

Chris

Re: Impossible to raise a complaint!!

Thisiscrapservice — Mon, 29 Jul 2024 07:11:51 GMT

Hi sitting at around 8mbps, there are still regular wifi drop outs as well where tv or phones will simply lose connectivity.

Re: Impossible to raise a complaint!!

Chris-TalkTalk — Mon, 29 Jul 2024 09:13:32 GMT

OK thanks, do all devices seem to lose connection at the same time? Does the light change on your router when the connection drops?

Chris