Broadband help

For queries about your TalkTalk broadband service.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Ongoing problems with slow broadband speed

rodcallen
First Timer
Message 29 of 29

Please see attached.

This issue has been ongoing for several months following an engineer visit and a new router installed.

I have carried out all the checks TalkTalk suggest (as far as I am aware)

Just powered down for over 30 mins and then connected direct to router via ethernet cable.

No difference (as per attached)

Not even getting 32 mbps into router at point of entry.

Under contract until March 2023 otherwise I would leave TalkTalk in a heartbeat. 

Any suggestions / advice please as not sure what to do next.

Have tried 'live web chat' in the past and after several hours going backwards and forwards to eventually get an engineer to visit not keen to revisit this option again... 

0 Likes
28 REPLIES 28

Message 1 of 29

Hi @rodcallen

 

A credit has been raised to refund the charge.

 

You will be able to request a refund via My Account in the next 24 hours.  

 

Regards

0 Likes

Message 2 of 29

Hello

Engineer visited 4th July 2022.

Checked line, indicated low speed. Installed new 'all in one box' on the wall - filter etc all built in. Also checked junction box in village. Speed back to acceptable level after visit so pleased with outcome.

However monthly direct debit from TalkTalk has been taken today with the £65.00 Engineer visit charged for.

Please can you credit this amount back to my account ASAP.

Many thanks.

0 Likes

Message 3 of 29

I've booked the engineer for Monday afternoon - July 04 2022, PM (1pm-6pm) - please let us know how you get on


Chris

Message 4 of 29

Yes that's fine. I'll book the engineer and get back to you with the details


Chris

Message 5 of 29

1st PM

4th PM

6th PM

7th PM

11th PM

12th PM

13th PM

Are these dates a sufficient range ?

0 Likes

Message 6 of 29

Thanks for answering the security questions. Are you available any day, do you just want me to book the earliest appointment available?

Chris

0 Likes

Message 7 of 29
0 Likes

Message 8 of 29

Yes can confirm potential engineer charges and visit availability.

I will also reply to PM.

0 Likes

Message 9 of 29

OK, if you'd like us to arrange an engineer visit can you confirm:

 

  • That you accept potential Engineers charges
  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also sent you a PM to confirm some other details

 

Thanks

Chris

Message 10 of 29

Yes we would like an engineer visit please as the current arrangement is below our TalkTalk guaranteed speed into the router.

0 Likes

Message 11 of 29

Ok thanks. To investigate further we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details


Thanks

Chris

0 Likes

Message 12 of 29

Connected to test socket on Monday as confirmed with your colleague Chris.

Connected from test socket direct to router continuously since Monday morning.

0 Likes

Message 13 of 29

Morning,

 

I've re-checked the connection stats and I can see that the sync speed hasn't increased. Can I just confirm, did you have a chance to connect the router back at the test socket please?

 

Thanks

 

Message 14 of 29
0 Likes

Message 15 of 29

Okay will do. 

I will send an updated speed test screenshot in due. 

0 Likes

Message 16 of 29

Sorry about that, could you connect your router to the test socket again and leave it there for at least 48 hours. If there is then no improvement in speed then the next step will be to arrange an engineer visit to investigate further


Chris

0 Likes

Message 17 of 29

No, not aware that this length of time was needed.

0 Likes

Message 18 of 29

OK thanks. Did you have the router connected to your test socket for at least 48 hours (this is to allow the line management system (DLM) to monitor and respond to any improvement and move you to a faster profile)?


Chris

0 Likes

Message 19 of 29

No, connected back to normal socket.

Multiple speed tests show speed direct to router (via test and normal socket) below TalkTalk guaranteed speed. 

0 Likes

Message 20 of 29

Hi rodcallen,

 

Is your router still connected to your test socket?

Chris

0 Likes