topic Re: Poor service modem upgrade in Broadband

Poor service modem upgrade

Martinjones — Wed, 04 Jun 2025 12:59:58 GMT

I have tried many times to report poor speed, continual dropouts etc to no avail and either thwarted by a Bot, sent spam emails requesting my login etc to no avail. Decided to hang on in there until my contract runs out. Final straw bring informed that they will no longer support my modem as it’s out of date and want to charge me £80 for a new box. I’m going to search elsewhere

Re: Poor service modem upgrade

sabelo-TT — Wed, 04 Jun 2025 13:03:22 GMT

Hi there @Martinjones, thank you for bringing this to our attention as I firstly do apologise for any difficulties caused by this.

I will further investigate the matter on my end as to provide you with a suitable resolution on the matter. 🙂

Re: Poor service modem upgrade

sabelo-TT — Wed, 04 Jun 2025 13:04:40 GMT

@Martinjones, before continuing any further, please update your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

Re: Poor service modem upgrade

Martinjones — Thu, 05 Jun 2025 12:11:39 GMT

Number added as requested

Re: Poor service modem upgrade

nambuso-TT — Thu, 05 Jun 2025 12:17:19 GMT

Thank you very much for that. I will start to assist you with your speed/dropping connection issue first and then we will move to your other issues. Please confirm if you are messaging us from home, where the TalkTalk services are installed.

Re: Poor service modem upgrade

Martinjones — Thu, 05 Jun 2025 12:38:25 GMT

I’m out atm. I have conducted all speed tests, system will not recognise my modem

Re: Poor service modem upgrade

nambuso-TT — Thu, 05 Jun 2025 13:07:26 GMT

Okay no worries, I will run tests with you so that we would be able to determine the cause of your issue. Please do let us know once you are back at home so that w can continue with checks. Thanks

Re: Poor service modem upgrade

Martinjones — Thu, 05 Jun 2025 14:22:34 GMT

I’m back home now

Re: Poor service modem upgrade

nambuso-TT — Thu, 05 Jun 2025 14:26:42 GMT

Okay thank you very much for letting us know.

Please confirm which issue you are experiencing the most between dropping connection or speed issue?

Re: Poor service modem upgrade

Martinjones — Thu, 05 Jun 2025 14:36:12 GMT

Speed

Re: Poor service modem upgrade

nambuso-TT — Thu, 05 Jun 2025 14:46:27 GMT

Thank you for confirming. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: Poor service modem upgrade

Martinjones — Thu, 05 Jun 2025 14:51:30 GMT

Re: Poor service modem upgrade

nambuso-TT — Thu, 05 Jun 2025 14:54:19 GMT

Openreach has a dedicated team to deal with vulnerable customers, and these are identified as Emergency Welfare Cases. An Emergency Welfare Case is where the customer has a life-threatening illness and applies to repair cases that have a total loss of service In-life or in a provisioned state that requires the urgent restoration of service.

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

Re: Poor service modem upgrade

Martinjones — Thu, 05 Jun 2025 14:59:38 GMT

As stated I haven’t got any life threatening systems attached to my phone

Re: Poor service modem upgrade

nambuso-TT — Thu, 05 Jun 2025 15:01:31 GMT

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

Re: Poor service modem upgrade

Martinjones — Thu, 05 Jun 2025 15:03:38 GMT

Everywhere, even sat next to router

Re: Poor service modem upgrade

nambuso-TT — Thu, 05 Jun 2025 15:10:27 GMT

Okay thank you, Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

Re: Poor service modem upgrade

Martinjones — Thu, 05 Jun 2025 15:11:13 GMT

No don’t use landline

Re: Poor service modem upgrade

nambuso-TT — Thu, 05 Jun 2025 15:12:00 GMT

Alright, no worries. Do you regularly turn your broadband router off? For example, do you switch your router off at night?

Re: Poor service modem upgrade

Martinjones — Thu, 05 Jun 2025 15:13:31 GMT

No only switched to reset when I have problems but doesn’t improve its performance