Impossible to raise a complaint!!
on 25-07-2024 06:30 AM
Message 57 of 57
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?
Labels:
- Labels:
-
Connection
-
Latency
-
Router
-
Speed
-
Stability
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56 REPLIES 56
on 27-07-2024 02:57 PM
Message 41 of 57
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on 27-07-2024 02:00 PM
Message 42 of 57
Hi yes switched off for over 30 mins. Speed doesn't seem to have changed
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on 26-07-2024 07:23 AM
Message 43 of 57
The profile has changed and isn't now restricting your speed. Just to confirm, did you switch the router off for 30 minutes?
Chris
Chris, Community Team
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on 25-07-2024 08:32 PM
Message 44 of 57
7mbps & 1mbps
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on 25-07-2024 12:58 PM
Message 45 of 57
Hi
You can use a google speedtest, any alternative one will do, to give an average speed reading.
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
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25-07-2024 12:53 PM - edited 25-07-2024 12:55 PM
Message 46 of 57
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
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on 25-07-2024 11:08 AM
Message 47 of 57
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.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
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on 25-07-2024 10:59 AM
Message 48 of 57
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.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
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on 25-07-2024 10:16 AM
Message 49 of 57
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?
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on 25-07-2024 09:50 AM
Message 50 of 57
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
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on 25-07-2024 09:36 AM
Message 51 of 57
Telephone is fine
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on 25-07-2024 09:16 AM
Message 52 of 57
Thanks. Line test is passing, are you experiencing any problems with your telephone service, any noise on the line?
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
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on 25-07-2024 08:21 AM
Message 53 of 57
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.
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on 25-07-2024 08:18 AM
Message 54 of 57
All done, thank you.
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on 25-07-2024 07:33 AM
Message 55 of 57
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
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on 25-07-2024 07:25 AM
Message 56 of 57
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.
Please remember to mark Solved Posts with Best Answer. Doing so helps other customers and saves TalkTalk's Support Team time by only looking at unsolved topics. Thanks, Steve (a fellow customer).
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