Internet throttling ,but working fine with a Vpn

[BobLauric]

Why is my internet connection considerably slower without my VPN...I can't watch a YouTube video without it buffering every 2 mins...I have full fiber...150mbps....I need a fix...

[ferguson]

Nice one @KeithFrench, but here's a shot in the dark: if all is good with a VPN might it be an idea to try alternative DNS servers?

[BobLauric]

@KeithFrench  Thanks Keith...I do appreciate it🙏

[KeithFrench]

Hi @BobLauric 

I have also sent LorraineF a PM about your problems so that she can try & help when back in tomorrow. For background, Lorraine is the manager of the TalkTalk support staff on this forum. Whilst she has no direct responsibility for the Full Fubre Help Desk on the TT Networks team, she is very good at getting the right people to rectify this sort of problem.

[BobLauric]

Thanks for the support Keith...my contract expires on the 20th next month....if they not going to help me, I'll probably look for a different provider....😔

[KeithFrench]

Hi @Lorrainef 

Please can you have another look at this one, it is going nowhere. I know that you do not have any direct responsibility for the Full Fibre Help desk, but trying to sell the customer an upgrade is no way to fix a fault. Can you help at all with them? I only want it passed to the Networks team 

Thanks 

[BobLauric]

My problem with my internet it still not resolved.... it's ridiculous... it's been 5 months... nobody knows how to fix this....I will probably look for another provider....

[nambuso-TT]

Please ring them and let us know the outcome.

[BobLauric]

No update...still waiting....I don't know if I should ring again....or what to do....

[nambuso-TT]

Hi there @BobLauric, I am very sorry to hear this. Please confirm if there is still no update.

[BobLauric]

Yes,so nobody from the talktalk called me today 😑... problem still unresolved.........

[BobLauric]

Update.... yeah so yesterday I talked to one of the technicians/ engineers whatever....he tried to do a diagnostic and test the line but apparently there was an outage....so he is going to call me today and see if we can figure out the problem...I'll keep you guy's updated.

[BobLauric]

I tried everything in the eero app... nothing seems to work... security off....on.... advanced features off,on....

[Philile-TT]

@KeithFrench thank you for the update. 

[KeithFrench]

Hi @Philile-TT 

The customer was referred to the Full Fibre Help desk, but he is struggling with them. Their view on fixing the fault seems to be to sell him an upgrade.

Hi @Lorrainef 

I know that you do not have any direct responsibility with the Full Fibre Help desk, but trying to sell the customer an upgrade is no way to fix a fault. Can you help at all with them, I only want it passed to the Networks team 

Thanks 

[Philile-TT]

@BobLauric do you still need assistance with the internet?

[BobLauric]

On the chat....on the chat they want to resolve the problem by pushing an upgrade on me....I do want an upgrade....I need a fix...

[ferguson]

@BobLauric 

Alternatively, try not saying anything and not pressing any buttons.

[siphosethu-TT]

Sorry about that, have you tried chat? usually on voice you have to stay on the line until they pass you to an available agent. Thanks

[BobLauric]

I tried to call ... it's an automated answering service....after pressing all the buttons... nobody talked to me....I only received a message....

[siphosethu-TT]

Hi there @BobLauric, I'm really sorry about this. I'll need you to contact our full fibre team so they can run checks on this for you. Thanks

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