Fix slow broadband speed

[srana]

Super slow broadband .SPeed test results are :

0.4 Mbps Your average download speed

0.1 Mbps  Your average upload speed

After all the diagnostics.Talktalk executive suggested and router replacement but its more than 3 weeks nothing is sent yet.Could you please lookinto it and fixed slow speed.

I was expecting a call today (4 to 6 PM)from talktalk as it was booked by talktalk to fix this issue but no call.I am not happy with service.Please help me to resolve this.

Thanks

Saloni

[Divsec]

Hi Saloni, your post has been flagged for assistance and you should hear Monday (office hours)

[OCE_Debbie]

Hi srana

I'm really sorry to hear this.

I've optimised your connection and the sync speed has increased to 3mb.

I can send a replacement router for testing, would you like me to arrange this?

Thanks

Debbie

[srana]

Yes Please.Thanks for your help

[OCE_Debbie]

Hi srana

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[srana]

@OCE_Debbie 

Speed is better now but I haven't received a replacement router. 

[OCE_Debbie]

Hi srana

I'm sorry to hear this.

There appears to be an issue with the router order, apologies for this.

I have escalated this and requested that this is ordered again. Please allow 48hrs for this to arrive. If you post back on this thread on Monday then I can check on this order.

Thanks

Debbie

[srana]

@OCE_Debbie 

Again broadband speed is slow and the connection is also unstable.

Could you please check the order status of new touter as well.

[OCE_Debbie]

Hi srana

Apologies for this.

I can see that the router has been sent, you should receive this today or tomorrow.

Thanks

Debbie

[srana]

@OCE_Debbie 

I am still waiting for the router.Could you please check the order status again.

[OCE_Debbie]

Hi srana

I have escalated this again as there appears to be an issue whenever we request that a router is sent, apologies for this.

I will post back on this thread as soon as I receive further information.

Thanks

Debbie

[srana]

@OCE_Debbie 

Still, no router delivered.

[srana]

@OCE_Debbie 

Could you please update me the status of the router?.Connection is still not stable.

[OCE_Karl]

Hi

I've had a look for you, and a router has been dispatched and is due to be delivered by DHL. 

The following tracking info is available : 

Your parcel is due to be delivered on Tuesday 30th July 2019 between 14:44 and 15:44

Thanks

Karl. 

[srana]

@OCE_Karl 

Can you please share DHL tracking number as I haven't received parcel yet?

[OCE_Karl]

Hi

I'll send this to you in a PM.

Karl

[srana]

@OCE_Debbie 

My Broadband is very slow and unstable. Even the speed test is not working. Can you please look into it and optimise connection and increase speed as you did before.

[OCE_Debbie]

Hi srana

I'm sorry to hear this.

There are high errors showing on the line and the line test is detecting a possible fault.

Is the replacement router connected at the test socket? I can then escalate this fault over to our Network Team for investigation.

Is your landline service also working ok?

Thanks

Debbie

[srana]

@OCE_Debbie 

No Telephone device is connected to the line. Router is also connected at the socket.Please escalate it to the Network Team for investigation.

[OCE_Debbie]

Hi srana

I have escalated this fault over to our Network Team and I will post back on this thread as soon as I receive further information.

Thanks

Debbie