Impossible to raise a complaint!!

[Thisiscrapservice]

Been forced to Talk Talk following their purchase of Shell Broadband. Having been with them before I know how rubbish they are but only been here 3 days and surprised at how quickly they have proved how bad they are!!

Broadband speed dropped on transfer by 50%. Unable to run a speed test. Connection test says they don't recognise my router as not a Talk Talk one. 

They haven't sent me a Talk Talk router and told me they don't need to. When I try to raise a complaint it forces me to a bot that then ignores me and offers help that I have already followed.

Absolute shambles of a company whose customer service is shocking. 

Anyone got an email address to complain to?

[Gliwmaeden2]

Staff will follow up on Monday,  @Thisiscrapservice.

[Thisiscrapservice]

Hi yes switched off for over 30 mins. Speed doesn't seem to have changed 

[Chris-TalkTalk]

The profile has changed and isn't now restricting your speed. Just to confirm, did you switch the router off for 30 minutes?

Chris

[Thisiscrapservice]

7mbps & 1mbps

[Karl-TalkTalk]

Hi

You can use a google speedtest, any alternative one will do, to give an average speed reading.

Karl.

[Billx]

That's a very bad test site @Karl-TalkTalk 

It takes you to http://www.broadbandperformance.co.uk/, which is not even a secure web site. Instead of taking you to Sam Knows Speedtest site.

It also tried to install 3rd party cookies. Why does it need 3rd party cookies?

It can't even do the speed test.

Not a site I would go again to.

Bill

[Karl-TalkTalk]

Hi

Can you power off the router for 30 minutes, then try a speed test via Sam Knows Speedtest  and let me know the result.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

The current profile is set at 8mb, so this will restrict the sync speed.  I'll see if Openreach can raise the profile and see if this will improve things.  I'll let you know as soon as this is done.

Karl.

[Thisiscrapservice]

Hi It was the 23rd July, the same day you emailed to say I had been migrated. 

What speeds are your test showing for the last 12 days?

I have no idea if my wall socket has a test socket, how would I know?

[Michelle-TalkTalk]

Hello,

Thanks for confirming. The line tests are all clear and the sync speed looks the same for the last 12 days. Just to confirm, when did you notice that the speed dropped? What speeds were you seeing prior to this? Does your main socket have a test socket please?

Thanks

Michelle

[Thisiscrapservice]

Telephone is fine

[Chris-TalkTalk]

Thanks. Line test is passing, are you experiencing any problems with your telephone service, any noise on the line?

Chris

[Thisiscrapservice]

I had thought the same but unfortunately not. Their own message seems to indicate it's because I have a non talk talk router. Don't see how that's a problem either.

Finger crossed as I am contracted until December with Internet speeds that stop me using my tv, gaming platforms etc.

[Thisiscrapservice]

All done, thank you.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this and we can look into your broadband speed here.

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[fr8ys]

Your internet should have been unaffected as Shell used TalkTalk infrastructure, so all things being equal, your service would have continued unaffected.

All TalkTalk did effectively, was take over Shell billing.

I suggest you wait for staff here to run some tests and try and resolve any issues you may have.