For queries about your TalkTalk broadband service.
on 12-08-2024 01:28 PM
I've had slow speed for over two years and cannot get this resolved.
All TT want to do is blame home wiring or connections and charge me £75 if this is the case.
[I was previously a Shell BB customer and forced back to TT when the service was sold on]they did send an BT engineer and he confirmed a network fault in the area, but this has never been rectified.
TT say they don't guarantee any speeds, even if the speed is nowhere near the 65mbps Im paying for.As you can see below my service is rubbish yet I'm forced to stay with TT until my contract expires in January 2025 when they will charge me even more for not delivering a service!
I've spent hours on the phone and via live chat [there's generally an understanding/language issue]. I simply want the service and speed somewhere close to what I'm paying for or leave TT without penalty, any suggestions welcome!
on 20-08-2024 10:17 AM
Hi Karl
The appointment should be for Thursday 29th August and not the 22nd as in your email.
Please ammend asap and confirm?
on 20-08-2024 07:48 AM
Hi
I always send T&C's via PM. If they ever change, it saves leaving old T&C's visible to confuse any reading them.
I've booked Openreach for Thursday 22nd AM (8-1). Is this date ok, or do you need to change it ?
Karl.
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on 19-08-2024 03:35 PM
Hi
I've replied to your PM:
I will agree to the items listed in your PM, but firstly you need to confirm the date & time
just wondering why we have gone private when no personal details have been posted?
on 19-08-2024 03:18 PM
Hi
I've sent a PM with some details, can you please confirm acceptance of the Openreach engineer conditions.
Thanks
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
on 19-08-2024 01:32 PM
Hi Michelle
I am forced to agree to a visit, but will not agree to pay a fee if the engineer cannot find the fault, after all it's TT that state that there is a line fault 'The line test today has detected a potential fault towards the property and specifically requests that we book an appointed visit to the property. This engineer would also check externally but they would first check from the property first.'
I can arrange to be at home [my loss of earnings] on Thursday 29th August AM 08.00 - 13.00, please confirm?
on 19-08-2024 12:43 PM
Hi,
We can only book specific line engineers when the line tests detect a potential external line fault. The line test today has detected a potential fault towards the property and specifically requests that we book an appointed visit to the property. This engineer would also check externally but they would first check from the property first.
Potential engineer charges would only usually apply if the engineer was unable to find a fault and connection works ok when they visit, if the fault is located on any internal wiring or your own equipment or if the main socket was damaged internally. Openreach maintain the line up to the test socket so if all testing has been completed at the test socket with different equipment then it most likely that the fault is external and charges wouldn't apply, but only the engineer can determine this during the visit.
Thanks
Michelle
on 19-08-2024 12:30 PM
Hi Michelle
We have indeed gone around in a full circle yet again.
All tests confirm a line fault and not an internal fault, why can't TT firstly check [physically]the service to the point it enters my property?I'm not prepared to take a day off work [needs to be a full day as I do not work local to my home address] and lose money just in case the engineer wants to access the property. So far i've repeatedly carried out all the required in home testing on TT behalf, surely it's now time for TT to actually look for an correct any faults??
I've repeatedly carried out all tests requested by TT and not charged you a fee for my time! Yet you will continue to charge me as if i was actually receiving the service and speed estimated when it's very clear that there's a problem.
We then of course have the threat of a £75 penalty if I'm not in or can't give enough notice to change date or time.
on 19-08-2024 11:00 AM
Hello,
Thank you. I've re-run the line test now which is still detecting the same fault. As all testing has been completed at the test socket with 2 different routers then the next step will be to arrange an engineer visit to the property.
If you'd like to go ahead with this visit then please can you confirm acceptance of possible engineer time related charges and also provide a few days availabilty AM (8-1) and PM (1-6) and we can book this in for you.
Thanks
Michelle
on 19-08-2024 10:54 AM
yes it's done.
I'm just doing the same tests for TT over and over again, were not making any progress are we?
on 19-08-2024 10:47 AM
Hi,
Ok thank you. Would it be possible to connect the microfilter and router at the test socket now so we can re-run the line test in this set up and so we can see if it's still detecting the same fault please?
Your guide to main phone sockets - TalkTalk Help & Support
Thanks
Michelle
on 19-08-2024 10:44 AM
Hi Michelle
I've tried the old & new routers directly to the socket,with and without a filter,with the telephone and without the telephone and it makes no difference at all. The only definitive change has been that the new router drops out so much that its unusable,so at this time I'm back on the original router,still appalling speed but at least it doesn't drop out every 10 mins or so.
on 19-08-2024 07:21 AM
Morning,
I'm really sorry to hear this. I've re-run the line test now which has detected a potential fault towards the property. Can I just confirm, is the router currently connected to the test socket at the moment please?
Thanks
Michelle
on 18-08-2024 01:54 PM
Hi Gliwmaeden2
Many thanks for that info.
On the new router I couldn't even send this reply as internet was continuly dropping out😠
I've now reinstalled the original router, still have very poor speeds but at least I have a connection.
on 18-08-2024 01:30 PM
There are no staff on the forum at weekends, @Mylie.
They will follow up on Monday.
on 18-08-2024 12:29 PM
Hi
Further to my post stating that new router made no difference, I need to correct that.
Since connection of the new router the internet is regularly dropping out, five times in the last hour!
This cannot continue, I'm paying for a service that simply fails to meet any predicted minimum speeds and now I lose service every 10 min or so and its unusable , can someone from the support team please sort out this never ending nightmare???
My only option in the interim is to reconnect the original router, unless I can be assured that the drop out issue will be rectified in the next 24 hours.
on 17-08-2024 12:19 PM
Hi
NewTalkTalk router arrived and connected, so far it has made no difference!
New TalkTalk router
Old Zyxel router
on 14-08-2024 03:50 PM
on 14-08-2024 03:40 PM
Hi
There is no charge for the router.
Regards,
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
on 14-08-2024 03:39 PM
on 14-08-2024 11:15 AM
Hi
A new router is on the way for testing.
Regards,
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.