Following coming to Talk Talk from Shell Energy I noticed a problem with my land line phone. I replaced the phone but sadly the problems persisted. I had live chat in early December 2024 and also numerous phone calls to Talk Talk, they tested the line and found a fault on the line. During the conversations I was told what I should be expecting from our broadband and the speeds - which I certainly was not getting! They told me that it could be due to the fault on the line and an engineer was booked to come out, they told me if after the engineer we still where not getting the required speeds then to contact them again. The engineer on 12/12/24 identified water in the connection outside and soon our land line phone was back working. The engineer also told me to give it a few days and then contact about the speeds if it did not improve.
Sadly I could not get anyone at Talk Talk to understand the issues I was having so I raised a complaint. As part of the complaint another line test was done and yet again a fault was detected and I was told in order to help resolve the complaint an engineer needed to attend again. The engineer attended on 27/12/24 and hardly did anything in my house, he explained that the cause of the issues could be old wiring outside and he would rewire parts of our connection. He told us that it took a while to settle and that after around 15 days we should notice our speeds improve. He also mentioned that the problem could be the old Shell Energy router we had. I had a follow up call a few days later from Talk Talk and I explained what had been done and said and they agreed to ring the following week. Early January 2025 as part of the complaint they yet again told me that the line test was still showing a fault, they questioned the router and I told them what the engineer had said. They where not very forthcoming in wanting to send me a new router and actually said that I did not qualify for a new router, after quite a bit of a lengthy conversation they finally agreed to send me a new router. Since my new router has been installed my speed has only got to the actual speed I should be getting for my package once, it however keeps dropping still. I had another call with the complaints person on 14/01/25 and told them this, yet again another line test was done and again I was told their was another fault detected on the line? I questioned this as how many engineers do they have to send out before there is a fix that actually gives me the service I am paying for. We agreed that I would monitor the connections and be in contact if things did not improve.
Sadly there is a £75 engineer charge on my latest bill which I would like to dispute and ask for a refund? On every occasion an engineer has visited all the work has been done outside me home near the telegraph pole and green telephone boxes on the road. No engineer has done any work in my home so I don't understand why Talk Talk have charged me. I am very disappointed as still I am not getting the speeds I should and the last time I spoke to anyone they wanted to send another engineer so to me it seems like Talk Talk know there is a problem.
Please can someone help me as I am lost with all of this. My contract is also up on the 09/02/25 and I seriously have no idea what to do?
