Internet service keeps dropping out and very frustrating

[domhuddon]

Hi there, I would like an engineer to come out and fix my Internet. I’ve wasted over two hours on the live chat on two separate occasions. I’ve raised a complaint if they Internet is not fixed. I will be leaving the contract within 30 days as per the conditions, and if anybody could  please help me with this fromTalk talk, I am very frustrated with this matter And my daughter has had to buy more mobile data for her phone. We can’t watch any TV or use the Internet or work from home. We are getting less than 20 MPS download speed if and when it works very frustrated and angry customer!

Thank you in advance. Mark

[Karl-TalkTalk]

Hi

No Problem 🙂

We will be here when you need us.

Karl 

[domhuddon]

Just had an email saying an engineer has fixed the issue. So will check on my return home. And monitor the internet speed over this next week. I will leave this post open and update. 
thanks for everybody’s help and input 👍👍👍

[domhuddon]

Ok thanks. I’ve updated my settings as requested. Also With regards to my model of router. All I know is it’s over 5 years old . No Ethernet cable connection connected . And I’m away from home at the moment with work… 

the engineer stated that the equipment is fine. (Router and phone adapter) there is a fault at telephone exchange. And the engineer said talk talk will be in touch??? 

[Gliwmaeden2]

Having posted on the forum, all communication is in the forum thread, @domhuddon.

There's a complaints process you can follow [linked at the end of any Talktalk page].

It would help if you can reply to @KeithFrench's questions as it's difficult to follow the thread without that information. 

Also what is the minimum guaranteed speed for your line?

It should show up in contract information, and also if you check your speed in My Connection [go via the Service Status Dashboard page from the forum menu list]. The minimum guaranteed speed will show up as a straight broken line on a graph of the past week's speeds.

It will also be easier for staff to help you if you complete your community forum profile using the link you were given earlier on.

[domhuddon]

Apparently it’s been raised back to talk talk.? I wonder what I have to do now… not heard anything back from talk talk..  ??? 
not a really great service.. my speed is 17mbs . Which is well below , what I am paying for??? 
all I want is my internet to work properly and be stable and have the speed… is the shoddy service from talk talk because of the xmas break.. but that shouldn’t make any difference… apologies for having a moan , but have waged far too much time trying to get this fixed… 

I would really like a manager to contact me . At a convenient time, as I am now back at work…

thanks in advance 👍

[Michelle-TalkTalk]

Morning dom,

Thanks for the update. Did the engineer resolve the fault at the exchange or has this been raised to a different engineer?

Michelle

[domhuddon]

Turns out problem at the telephone exchange and I’m receiving 17/18 mbs. Nothing wrong with my router or microfilters.. 

so will see hat happens next???

[domhuddon]

Ok, very frustrating as it took over 4 chats on the chatbot. Wasting over 6 hours of my time over Xmas . They’re sending an engineer out today and hopefully it’s either the router which is over 5 years old. Or could be my phone line . I have videos of it not working.. 

if it’s not any of those things they will charge me £75 call out charge…? So fingers crossed..

[Karl-TalkTalk]

Hi Mark

No Problem 🙂

Please let us know how you get on following the engineer visit.

Karl 

[domhuddon]

Thanks for the reply, I have an engineer from talk talk coming out today. Thanks

[Michelle-TalkTalk]

Morning,

Can you please update your community profile to include your:

• Name
• TalkTalk 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

[KeithFrench]

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What package are you on?
3. What is the exact status of the lights on the front of the router when this happens?
4. If you have any wired connections, are they affected in the same way as wireless ones?