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?

[Thisiscrapservice]

That's been done. Anything else?

[Anonymous]

Hi,

Thanks for confirming. If it is a NTE5C mk4 socket then it should have a test socket beneath the faceplate. If you squeeze the sides of the socket then it should lift away gently. There may be wires connected to the back of the faceplate so only lift it gently away. Could you then connect the microfilter, router and phone at the test socket please.

Thanks

Michelle

[Thisiscrapservice]

It's a mk4 socket. Line sounds fine.

[Anonymous]

Hi,

I've re-checked the connection stats now and I can see that the sync speed is varying. Is there any noise on your voice service? I've re-run the line tests which are still clear. Does your main socket look like the below please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

[Thisiscrapservice]

Thanks Debbie. 

I just checked my current speed and it has halved again down to 4.8 mbps and 1mbps.

Can someone look at reasons why please?

[Debbie-TalkTalk]

Hi @Thisiscrapservice 

No problem. The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[Thisiscrapservice]

Yes please.

[Debbie-TalkTalk]

Hi @Thisiscrapservice 

Would you like me to send a replacement router now for testing? 

[Thisiscrapservice]

No I don't have a different router to try.

[Anonymous]

Good morning,

I'm sorry to hear this. Can I just confirm, have you ever tested with a different router?

Thanks

Michelle

[Thisiscrapservice]

Hi ferguson, it is however I've not has these issues with previous providers for my usage requirements. 

[ferguson]

I can see how you would be struggling with those speeds. Is an ADSL service all you can get in your location? 

[Thisiscrapservice]

Currently speed check is showing 8mbps and 1 maps. Just had sky mini box working but it dropped out and can't find wifi again. Blink camera can't find wifi, my mobile says connected to wifi. Wife's mobile can't find wifi. All in the same room next to router, blink is even hardwired to router.

[Chris-TalkTalk]

Thanks for trying that. DLM has changed your profile, sync speed is now 10.4Mbps. Could we see how it goes over the next couple of days, hopefully DLM will move you to a faster profile again

Chris

[Thisiscrapservice]

Did a reset, upload is showing as 9.5mbps download is 1mbps.

[Chris-TalkTalk]

Have you tried resetting the router to factory default settings, if not then it may be worth a try

Chris

[Thisiscrapservice]

The light remains a solid blue on the router. As an example of the drop out last night one of my sky tv mini box and wife's mobile dropped out at the same time, my mobile, another sky mini box and sons xbox carried on working.

These were all working together prior to the switch to talk talk. It appears since the change to talk talk the wifi supplied is unable to cope with the usage which has not changed.

[Chris-TalkTalk]

OK thanks, do all devices seem to lose connection at the same time? Does the light change on your router when the connection drops?

Chris

[Thisiscrapservice]

Hi sitting at around 8mbps, there are still regular wifi drop outs as well where tv or phones will simply lose connectivity.

[Chris-TalkTalk]

Hi,

How are you getting on, has there been any speed improvement since your last post?

Chris