I've been with TT for quite a few years now, in June of this year I renewed my contract and opted to upgrade to the Faster Fibre service. For the first couple of months I was pleased with the 45mb I was getting. Definitely worth the extra money I thought. But, since August this year the speed has dropped and is consistently hovering around 15-20mb. I've checked all connections at home and done all the tests suggested, but there is no improvement in speed at all. Also, some of my recordings on the YouView box are now freezing, pixellating or completely stopping when being played, something I never experienced before. As you can imagine this is very frustrating, as I am paying more money for a service that's inferior to my previous one. I have tried to use the chat option on the website but that seems to be constantly out of action. Can someone from TT please help/advise. Thanks.
I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.
The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.
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I'm really sorry to hear this.
I've completed a line test which hasn't detected any faults and your line is in sync at 42.1mb.
Please can you power down your router for a full 30 minutes and then run a wired speed test following this?
Just to confirm, does your master socket have a test socket? If it does have a test socket then would it be possible to connect the router at the test socket for at least 48hrs to see if DLM increases the sync speed any further?
I've checked and your current sync speed is within the predicted speed range for your line.
If the connection remains stable and errors are low then DLM may increase the speed further. DLM monitors and makes changes to provide the best balance between speed and stability for your line.
Hope this helps.
On 20th September I received an email from TT saying they have detected a problem with my broadband connection and that an engineer would be contacting me to arrange a non-chargeable visit to sort it out. I've heard nothing as yet (25th Sept today) but they did say it could take up to 5 working days to contact me. Hopefully it will happen and then I'll update the post on the outcome of the visit.