Avoiding the admission of poor service..

[Meringuefish]

Hi all,

so it has become apparent this week that IF you run a TalkTalk speed test and it is lower than the minimum acceptable level; the test will just ‘fail’ rather than give you the actual mps number.

really poor, leaves a bad taste. Anyone else experienced this? 
I’ll load some screenshots if I can , for further detail-

 

 

 

 

 

 

 

 

[Meringuefish]

Ok, let’s close this thread. That wasn’t my issue. Check back to the beginning. Thank you

[AllyM]

So what is the actual issue then?

You seemed to be complaining about slow speed. They supplied a replacement router to rule out the possibility of the router being faulty. Do you suffer speed issues over wired connections or is it only WiFi affected?

[Meringuefish]

Hi,

thank you yes, router received.

as it is the same as my existing one, I haven’t undertaken the task of switching it out and re-setting everything.

the router isn’t really addressing the point I was initially making though.

[AllyM]

@Meringuefish ,

Did you ever receive the new router?

[Debbie-TalkTalk]

Hi @Meringuefish 

Do you still need help with this?

[Debbie-TalkTalk]

Hi Meringuefish

Have you received the replacement router?

Thanks

[AllyM]

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@Meringuefish wrote:

Thank you, if there is a newer better one than we have had for the last 3-4 years, that would be great .

current one isn’t faulty… just need a bit more oomph.

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If your current router is only 3 or 4 years old then it's relatively up to date - I don't think the new one you'll receive will be any better. It'll only resolve your issue if your current one is faulty.

Just to be clear, are you saying that it is only WiFi performance which is the problem? Are wired connection speeds always as good as you would expect?

[Debbie-TalkTalk]

Hi Meringuefish

I've ordered the replacement router for testing, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks 

Debbie

[Meringuefish]

Thank you, if there is a newer better one than we have had for the last 3-4 years, that would be great .

current one isn’t faulty… just need a bit more oomph.

[Debbie-TalkTalk]

Hi Meringuefish

Would you like me to send a replacement router for testing so we can rule this out first?

[Meringuefish]

14.4Mbps (1.02 upload).

our issue is getting this out around the house on WiFi- router seems weak.

[Debbie-TalkTalk]

Hi Meringuefish

Please can you run a wired speed test?

[ferguson]

OK, but to be honest I think you may be a wee bit fixated on that as opposed to addressing whether there is an actual speed issue with your service. The fact that readings are all over the place can indicate false positives. And if you have not tested with a wired connection at all than that could just show that you are having issues with your wireless connection, which is another matter. If you can try connecting at the test socket and run some wired speedtests over the weekend I am sure that will be really helpful for the support team when they pick this up again next week. 

[Meringuefish]

… every 6 months for 7-8 years, yes.
but you are still missing the point,    
the screen shots I posted earlier; 1 minute apart, in the same spot.

2 independent readings, around 7mps. The TalkTalk reading - this time boasting a 16mos, that from their graph had been stable for a week! Ludicrous, we have had total outages in that time, and much fluctuation.

so please, no more ‘internet basics’ advice please - it’s the reluctance to record a sub par speed  via TalkTalk, designated speed test that I was discussing, nothing else.

[ferguson]

Have you tried the suggestions Michelle posted earlier?

[Gliwmaeden2]

@Meringuefish, staff will be back to follow this up after the weekend. 

[Meringuefish]

Hello again - ok, please see the below 3 screenshots of speed tests from just now . 
I rarely get above 8mps, TalkTalk just won’t acknowledge it

[Michelle-TalkTalk]

Morning,

Thanks for confirming. If the speeds are varying/dropping very low then we can look into this further for you. Does your main socket have a test socket please? If it does then would it be possible to connect the microfilter, router and phone at the test socket so we can see how the speeds compare. Is the voice service also clear of any noise?

I'm not sure why the speed tester is not reporting a specific speed when the speed is low. My first thought was that the test couldn't fully complete as the speed was so slow.

Thanks

[AllyM]

@Meringuefish ,

You say that speed on WiFi devices is poor. Have you run wired speed tests for comparison?

Is the router sync speed also low when you are having issues or is it just throughput speed?

[Meringuefish]

This happens frequently- especially Sundays. 
mps on WiFi devices is very poor.

point is - independent speed tests return a low number, TalkTalk’s own test will only return a number when it is higher than the ‘acceptable’ level!!

I’m not getting anywhere so don’t worry. Have a good week All 👍