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For queries about your TalkTalk broadband service.

Really poor speed and Rubbish Customer Service

Mylie
Team Player
Private Message TalkTalk
Message 67 of 67

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!

  

 

Mylie_0-1723464833968.png

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!

 

66 REPLIES 66

Message 21 of 67

What seems odd is that the speed to the router is slower than the speed to the device. Something not quite right going on there.

Gliwmaeden2, a fellow customer.
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Message 22 of 67

Bear in mind that you are unlikely to pay much, if anything less for a FTTC based Fibre 35 than a Fibre 65 service. These are both effectively operating on outdated copper technology and at some point in the coming years you will be switched to a Full Fibre service. That option may already be available to you should you choose to pursue it.

 

The speeds you have posted seem within normal parameters, are you testing your connection to the router with an ethernet, or wireless connection? The latter will invariably be a wee bit slower. 

 

The disconnection may be a one off, if it becomes a regular occurrence then the support team will gladly investigate further. 

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Message 23 of 67

Hi AllyM

 

My current speeds are rarely at the max of Fibre 35 and nowhere near the max offered for Fibre65. latest check below:

 

Mylie_2-1725730847963.png

Its the assumption of speed that is made by TalkTalk that's really  annoying, in fact for my migration they had no data available, yet continue to charge me for a service speed  I cannot get:

 

This was a reply from Talktalk last week regarding speed information available:

 

Mylie_3-1725731106204.png

The question is would I be better on Fibre35 and have the speed capped at 40mps, which is at least achievable?

 

This morning I had red light on the router and no broadband for several hours ,Its working again and I've just run a connection check and its still showing a line fault,this is ridiculous, has anyone taken this sort of issue to the Communications Ombudsman?

 

Mylie_1-1725730795378.png

 

 

 

 

Mylie_0-1725730610925.png

 

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Message 24 of 67

Thank you so much for all your assistance

AllyM
Philosopher
Private Message TalkTalk
Message 25 of 67

The 2 standard FTTC services provided by TalkTalk are Fibre35 and Fibre65.

Fibre35 is capped at a speed of 40Mbps download and 10Mbps upload. Fibre65 allows speeds up to 80Mbps download and 20Mbps upload. This is of course subject to what your line is capable of handling. Based on your connection speed after getting the fault fixed, it would appear that Fibre65 was the correct package to put you on.

 

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Message 26 of 67

It's the Shell Migration team with the same number as for all customer services (mentioned in my earlier post, @Mylie).

 

They'll be available during the day, 9am - 7pm weekdays, till 6pm Saturday,  not open Sunday. 

 

Gliwmaeden2, a fellow customer.
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Mylie
Team Player
Private Message TalkTalk
Message 27 of 67

Hi Michelle

 

Thank you for the contact number. I'll call over the weekend, is it a Uk based team?

 

Regard's

 

Terry

 

 

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Message 28 of 67

Morning,

 

Please give our dedicated team a call on 0345 172 0088, they'll be able to help with this.

 

Thanks

 

Michelle

 

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Mylie
Team Player
Private Message TalkTalk
Message 29 of 67

Hi Chris

 

Many thanks for supplying that speed  information.

 

I'm confused as to why during the migration from Shell I was put on a package Fibre65, when it's clear I can get nowhere near the speed suggested! 

Also will I be paid some compensation for the time that my speeds were at a max of 13.9mps?

 

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Message 30 of 67

Hi Mylie,

 

The minimum guaranteed speed isn't showing on our systems, but I've checked the data provided directly from BT Openreach and the minimum guaranteed downstream sync speed is showing as 38.51Mbps (based on fault free lines and ideal home environments) - your current sync speed is 48.9Mbps. Hope this helps


Chris

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Message 31 of 67

Hi Gliwmaeden2

 

Yes it was allegedly the 'Migration Team' team on live chat yesterday,It's just a complete shambles!

 

I have to agree that speed has improved since the last engineer visit, I just need to know what speed I should contractually receive for the package I'm paying for, why is everything with TalkTalk so unecessarly  protracted? I'm simply asking what I would consider a fundamental  question ie: am I receiving what I'm paying for! Any information much appreciated

 

  

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Message 32 of 67

Have you ever spoken to the Shell Migration team, @Mylie?

 

Same 03451 720088 number.

 

They may have a record of your contracted minimum with Shell. 

Gliwmaeden2, a fellow customer.
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Mylie
Team Player
Private Message TalkTalk
Message 33 of 67

Hi Michelle 

Yes spent around 45mins and as usual got nowhere.

They say the minimum speed for my fibre 65 is zero and that's why it's shown as that on the speed test graph. 

Can you please clarify what contractual speeds I should be getting on the package for my location?

 

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Message 34 of 67

Morning,

 

Did you manage to reach our Live Chat team?

 

Michelle

 

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Mylie
Team Player
Private Message TalkTalk
Message 35 of 67

Ill give it a try, but as I'm sure you know it takes a while and usually gets nowhere!

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Message 36 of 67

Odd!

 

The other place to check is in contract documents sent by email when you took out the contract, @Mylie, or just use Live Chat today.

Gliwmaeden2, a fellow customer.
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Mylie
Team Player
Private Message TalkTalk
Message 37 of 67

Hi Gliwmaeden2,

 

Many thanks for your advice, i've run this test many times and the broken line is always showing at zero!

See below test i ran today, interestingly the missing data from the 29th was the day of the  engineer visit.

 

Mylie_0-1725182962180.png

 

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Message 38 of 67

If you check My Connection and test your speed you'll see your minimum guaranteed speed for your particular line showing as a broken line below your speed readings for the past week,  @Mylie. Accessed via Service Status Dashboard. 

Gliwmaeden2, a fellow customer.
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Mylie
Team Player
Private Message TalkTalk
Message 39 of 67
BT Openreach engineer attended as agreed on the 29th August, multiple faults were identified on his test equipment and a new master socket was fitted, wonder why this was not changed on a previous BT visit? Also find it difficult to understand why talktalk had tested the line multiple times in the past but couldn't identify any faults until very recently!
 
The speed at this time has improved but speed tests fluctuate considerably, can you please clarify expected speed to my property based on my tariff of Fiber65.
 
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Message 40 of 67

Hi

 

Appointment amended to 29th AM directly with Openreach.

 

Thanks  

Karl. 

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