Poor internet and TV

[Windturbine]

I have poor internet performance, this often gives me problems in work zoom calls but at other times as well, frequently it drops out entirely and i have to use a hotspot on my mobile

I've just tested it and i apparently have 15mbps download but only 0.8mbps upload which appears way below the recommendation.

I also have TV problems, frequently it just gives out and is unusable and often the i player fast forward and rewind functions are worthless, it just jumps half an hour in a programme, i presume these issues could be related, look forward to someone getting in touch, ive had these issues for a while, not a temporary thing. thanks

[Windturbine]

thank you 🙂

[ferguson]

Try this number, be sure to explain that you are looking to improve your speeds if possible:  0345 172 5157

[Windturbine]

I just tried this, it was all automated, no real people, a test  was done on my line and then i was referred back here!, how do i speak to a REAL PERSON please? or can someone call me, thank you 🙂

[Arne-TalkTalk]

Hi Windturbine

Sorry that you are having problems

Best option would be to call the loyalty team on 03451720088 they will be able to see what options are available

Regards

[ferguson]

Honestly, My Account is not the best place to see what is available. Get in touch directly as you say and hopefully they can tell you what options are on offer. 

[Windturbine]

Now ive logged into my account and the small print of the broadband lists several upgrade options so im now totally confused, think ill ring up and speak to someone - it doesnt make sense - why dont different package options come up when i put my postcode in

[Gliwmaeden2]

@Windturbine, the speeds you first posted about are good for that package - @fr8ys knows what works with Talktalk TV boxes and I know that I can work with these speeds [or less] for Zoom or Skype calls.

It's probably not the package that's the problem, but something else that needs looking into.

It's probably worth trying a change of TV box to start with. If that works fine, there's no urgency to hurry to upgrade to Full Fibre unless you are keen to get going with that anyway.

If you simply upgrade to FTTP and still have a dud TV box, all the speed in the world isn't going to sort it.

With the work calls, a lot can go wrong at the other end of the call, but it's quite hard to tell which person has the flaky connection. 

I'll re-escalate this for staff attention. 

[fr8ys]

Now you know what's on offer via my account, and presumably a price, you could phone and speak to the loyalty team to see if they can offer you anything better.

Also be specific that you want / don't want

• A phone
• TV

If you wish to go this route try phoning 0345 172 0088

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#

Hope it works out for you.

[Windturbine]

when I put in my postcode it comes up with 'fast broadband' only, which was so poor this evening that i had to work from my mobile hotspot to chair an important work zoom meeting 😞

[fr8ys]

You can check in my account under my offers and upgrades 

You can apply filters such as if you wish to retain a phone or go data only.

This is the easiest way to check but you can also phone to discuss if you wish 

[Windturbine]

'fast broadband' apparently - just checked

[Windturbine]

dont think so but how do i check?

[Chris-TalkTalk]

Hi Windturbine,

To get fast speeds you would really need to upgrade to a fibre package, have you checked what's available?

Chris

[fr8ys]

Regarding your YouView box, the BBC recommend 5mps so your download speed is more that adequate, if consistent, to use this.

Unfortunately your box is approaching end of life and they have not been supplied by TalkTalk for over 4 years now. You have probably noticed that ITVX and Netflix are no longer playable and this is due to advances in technology.

Please see the pinned post at the top of the TV forum, here for more information and how to obtain a new box from TalkTalk, but there are up to date recorders such as the Freeview box  from Manhatten, available from retail outlets or if you wish to stick with the YouView variant, the the EE/BT Pro box from 2nd hand outlets like CeX. Grade A boxes are normally new.

An Amazon Fire stick is another alternative for catch-up players.

https://community.talktalk.co.uk/t5/TV/ITVX-and-TalkTalk-YouView-boxes/td-p/3010612

Are you experiencing any other issues with the YouView box? Of so there are various things you can try to improve performance, but if your box is failing the following may break the box.

Try a soft reset. To do this hold the power button on the front for around 10 seconds and the box should restart.

If this doesn’t work then try a YouView Maintenance Reset (https://community.talktalk.co.uk/t5/Articles/How-to-find-maintenance-mode/ta-p/1429347)?

Try the Factory Reset keep recording option.

You will then need to reset your personal settings (such as parental controls / Set antenna Out to On in Settings: Picture and Sound / Surround Sound etc.) and also reset your scheduled recordings (might be worth taking a note of future recordings before doing this so you don’t miss any).

If all else fails then try a full factory reset from the settings menu you've just used above. You will lose your recordings and it is last redort.

Hope it helps and please let us know how you get on.

[Gliwmaeden2]

If it's ADSL or even FTTC they don't guarantee the minimum, @Windturbine.

What package are you actually on?

"Fast Broadband" [ADSL] or Fibre35 or Fibre65.....?

[ferguson]

Is a Fibre service not available in your area?

[Windturbine]

thanks, my contract says minimum upload speed 0.9 so im not getting even that

[Windturbine]

thanks, I have a Huawei DN372T TV box

have filled in contact form

[Gliwmaeden2]

@Windturbine, if you are on ADSL, these speeds are good for that package. 

The upload speed is rarely 1mbps - much more usually between 0.4 and 0.8.

You'd be doing well with that download speed - mine's the same. On that package, I can manage Zoom and Skype calls perfectly well.

I can't speak for the telly service with these speeds, as I don't use that. 

The disconnections are what need looking into first and foremost for work purposes, as these are what mess things up. Staff will be able to test your line if you plug it in at the master socket. 

Leave it like that till you hear back from them (after the weekend) so they can both test it and check the record of disconnections. 

Check that you actually have a test socket:

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

[fr8ys]

Support staff are not back here until Monday 

In the meantime can you confirm which TV box you have and for a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you