topic Re: Speed test data in MyAccount in Billing

Speed test data in MyAccount

AllyM — Sun, 20 Apr 2025 22:20:16 GMT

When running a speed test through MyAccount, the correct contractual guaranteed speed is quoted on the speed test result, but the graph of sync speed over the last week shows a much lower guaranteed speed boundary line

Speed test result displayed is this (note correct guaranteed speed quoted):

Speed test result

However, the speed graph shows:

Sync speed graph

The guaranteed speed boundary line is clearly in the wrong place.

Re: Speed test data in MyAccount

Gliwmaeden2 — Sun, 20 Apr 2025 22:37:58 GMT

It's not the first time this has been mentioned this week, @AllyM.

Needs flagging behind the scenes, methinks, as it won't do!

Re: Speed test data in MyAccount

sabelo-TT — Mon, 21 Apr 2025 07:15:32 GMT

@AllyM, hello there,

Thank you for making us aware of this matter as I do apologise for any difficulties caused. What I will do on my end is to further check on the performance of your connection and will be in touch should I require anything. 🙂

Re: Speed test data in MyAccount

sabelo-TT — Mon, 21 Apr 2025 07:18:30 GMT

@AllyM, with the above being said, if I may just enquire, 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: Speed test data in MyAccount

AllyM — Mon, 21 Apr 2025 09:11:05 GMT

@sabelo-TT ,

I'm not sure that you understand.

I don't need you to check my broadband connection. It is an issue with the MyAccount software putting the little dotted line in the wrong place on a graph.

All you need to do is feed that back to the people who are responsible for maintaining the MyAccount software.

Re: Speed test data in MyAccount

sabelo-TT — Mon, 21 Apr 2025 09:47:06 GMT

@AllyM we will surely pass this feed to a higher team on our end which will tackle it.

Re: Speed test data in MyAccount

Gliwmaeden2 — Mon, 21 Apr 2025 11:15:47 GMT

@AllyM, I've raised a thread for staff attention too.

Re: Speed test data in MyAccount

Arne-TalkTalk — Mon, 21 Apr 2025 11:47:35 GMT

Its already been escalated by Sabelo

Re: Speed test data in MyAccount

Gliwmaeden2 — Mon, 21 Apr 2025 12:03:50 GMT

I raised it 5 hours ago in the Stars Lounge, for attention, as it's not the only mention of this issue this week, @Arne-TalkTalk.

Re: Speed test data in MyAccount

Arne-TalkTalk — Mon, 21 Apr 2025 12:14:22 GMT

Im sure it will be picked up tomorrow after the bank holiday.

Re: Speed test data in MyAccount

ferguson — Tue, 22 Apr 2025 15:23:58 GMT

Wow, quite a major issue.

Re: Speed test data in MyAccount

AllyM — Tue, 22 Apr 2025 18:49:04 GMT

One of the issues with internet forums is that it can sometimes be extremely difficult to discern the tone of a person's comment, @ferguson . I can't quite work out whether or not you are being serious.

If you are serious, then here's what I think:

It shouldn't be a major issue 99.99% of the time but it does kind of depend on where the data for the dotted line is coming from, so there could be problem if support staff are seeing a false indication of a customer's guaranteed minimum and insisting that their line is performing satisfactorily when it isn't.

Is that what you meant?

If, on the other hand, you are not being serious, then what point are you trying to make?

Should we not bother pointing out minor faults?

Is it not worthwhile getting something fixed if it's wrong?

Re: Speed test data in MyAccount

ferguson — Tue, 22 Apr 2025 18:55:16 GMT

I imagine that customer services have far more than the limited data available to us via My Account. Which has been crap for years and continues to be so in may respects, so nothing new there really. And your feedback has been escalated as you can see.