Poor speed and disconnection

[Unimpressedcustomer]

Last ditch effort to get some service from TT...

I've had ongoing issues with speed on my broadband line, the last couple of weeks its been terrible. I have a 'guaranteed' speed of 58mbps. When the speed is slow I might get 1mbps, when the speed is good I can get 70. What I'd give for fibre in my road!

Having wasted hours on live chat, speeds generally seem to have improved this week but I'm back to where I started again this evening. To compound issues the line has also started dropping for a couple of minutes at a time. The last chat concluded that they'd send me a free booster. No difference, although I'll except I've not noticed a disconnection since (yet).

What is starting to annoy me is no one seems to want to understand the situation. I have full wifi signal, no black spots in the house (or garden!), there is no difference in set up when I have 1mbps and 70mbps. I haven't moved my equipment, I haven't built a wall to hide my router, I haven't added devices to the network. Based on that, to me, it seems clear that the issue is clearly with the line/network external to my house. I tried to raise this point as the booster was being offered up as a solution to no avail. It appears this is just another way of fobbing me off and add to my electric bill! 

I would concede that with the disconnections I'm not sure if this is just wifi or internet dropping. It's normally over so quick I don't have chance to check and I'm not really sure how I would. May be its the router? 

• Where do I go from here? It would be nice to receive some actual customer service with this. Rather than the usual update to the router let it settle for 48hrs, turn it off and on again... 
• What is the guarantee worth? The service is not consistently being provided at the speed I am paying for even though it is clearly capable. How do I claim against it? does it compensate for lack of service provision and time wasted in chatting so far?
• Is there actually a way to speak to someone about this? Live chat got very evasive about providing contact details and actually recording a complaint... 

Thanks

[Karl-TalkTalk]

Hi @Michele10 

You have been politely asked to start your own thread for support as each customer is asked to request help in their own individual thread.

Being rude or obstructive to other customers who try to help or continually posting on other's threads is against our Guidelines and will result in a ban from this community.

Thanks  

Karl. 

[Gliwmaeden2]

Closing this topic to new posts 

[Gliwmaeden2]

You have been advised to start your own topic in the past:

https://community.talktalk.co.uk/t5/Fibre/I-am-sick-and-tired-of-TALK-TALK/td-p/3024889/page/2#M3989...

Please follow forum guidelines. 

[Michele10]

If I've got the option to respond to someone then I have the right to respond. So mind your own business and take your own advice "I don't appreciate getting notifications off your pointless responses".

[Gliwmaeden2]

Please do read post 15 for the staff explanation of how the forum works, @Michele10.

Only trying to help you avoid wasting time  - neither of the earlier customers has been back on the forum since they last posted.

You would do much better to start your own thread. 

[Michele10]

I was responding to someone who had the same issue as me. Why are you even bothered!?

[Gliwmaeden2]

As above. @Michele10, you MUST start your own thread and staff will reply during the day [Monday to Friday].

Don't post on an out of date thread  - the original poster may not have been on here for months, and some customers don't appreciate getting notifications for further posts out of the blue.

[Michele10]

I've had this problem for the last 4 years. Nothing is ever done about it, I'm always fobbed off with "we've ran a check and it's all running normal, it must be where you have your router and how many connected devices). I've been sent a booster box which is *@#][!![]'#[@#]!* and won't even connect to my router! It's a constant hindrance and beyond frustrating! Have you had any improvement since you posted this? If you have what helped?

[Karl-TalkTalk]

Hi
 

If you start your own thread (new message), we’d love to help.
 

We’ve found that posting in someone else’s conversation makes it harder to follow when looking for an answer.
 

It’s easier and quicker if we can chat with you in a single thread, if you start your own thread, that will keep our community organised and help others with a similar problem.
 

Check your home phone number or account number are also added to your Community Profile as that will really help us to find your details quicker.
 

Thanks

Karl

[Sudan]

I have same problem less that 1 Mb/s download.

Used the talk talk message service was on over 1.40 mins and no reply.

[Chris-TalkTalk]

I've ordered the router, it should be with you within a couple of days

Chris

[Unimpressedcustomer]

That would be good if you could, it will at least rule it out.

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. Would you like us to send a replacement router to rule this out?

Thanks

Michelle

[Unimpressedcustomer]

No real progress, I'm still suffering slow speeds and disconnections. I'll note they haven't impacted me as badly in the last few days, but then I've taken to going into the office more so I can get on without interruption.

I phoned up about the issue as there seems to be no other way of progressing the issue. As usual I just get the 'everything looks fine' answer off of the list, so the only way I seemed to be able to make headway was to log a complaint. This prompted an engineer to come out last week. He confirmed that set up in the house was fine, WIFI signal wasn't an issue, router location fine, socket fine... As the faults are intermittent he's suggested its either the router or the line outside my home. 

TT seem to have taken the visit by the engineer as sign they can close any faults down (clearly not reading the report). Which is more disappointing and very frustrating. Where is the active communication and service TT?

So I'm still left paying for poor service with no fix on offer. Thankfully as I logged the complaint I'm going to be contacted today, should be interesting. 

Open to any other suggestions... 

Is there any point me trying anything with the test socket mentioned previously given the engineers visit? 

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

Michelle

[Chris-TalkTalk]

Hi,

Line test is clear and connection looks a bit more stable. Current sync speed is 77.4Mbps. There does appear to be very high wifi congestion in your local area which could explain the speeds. Are you able to run speed tests on a device connected to your router by Ethernet cable?

Chris

[ferguson]

Michelle is one of the support team. No, they won't phone you, support on the community is online only. they'll be back tomorrow. Your master socket does have a test socket, see here for more details:

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

[Unimpressedcustomer]

Can the support team phone me? My Internet won't deal with a chat

[Unimpressedcustomer]

It's now Tuesday evening. I've not been contacted, speed so bad this evening that I can't even open the speed test webpage...

Is the support team likely to make some kind of contact? 

[Unimpressedcustomer]

Voice service rarely used but I've tested a bit and no obvious noise.

Socket is a bt mk4 and has two sockets one for phone one for router. No apparent test socket.

"Sync speed looks very consistent" can you explain what this means. Speeds I experience are utterly inconsistent.

"Very unstable" so is my bill reflective of this going forwards?