Really poor speed and Rubbish Customer Service

[Mylie]

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!

[Mylie]

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.     

[Anonymous]

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

[Mylie]

yes it's done.

I'm just doing the same tests for TT over and over again, were not making any progress are we? 

[Anonymous]

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

[Mylie]

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. 

[Anonymous]

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

[Mylie]

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. 

[Gliwmaeden2]

There are no staff on the forum at weekends, @Mylie.

They will follow up on Monday. 

[Mylie]

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.

[Mylie]

Hi

NewTalkTalk  router arrived and connected, so far it has made no difference!

New TalkTalk router

Old Zyxel router

[Mylie]

[Karl-TalkTalk]

Hi

There is no charge for the router.

Regards,

Karl. 

[Mylie]

Hi Karl 

Thank you for your email.

Can you please confirm this is at zero cost or penalty to me?

Regards 

[Karl-TalkTalk]

Hi

A new router is on the way for testing.

Regards,

Karl. 

[Mylie]

Hi

Yes still some noise with just the phone plugged in directly. Below is my router and yes happy to try another router if its at no cost or penalty  to me.

 Current

[Anonymous]

Morning,

Just to confirm, is the noise still present with only the phone at the test socket with all other equipment removed from the line? Would you like us to send a replacement router for testing purposes to see how the connection compares and to rule this out?

Thanks

Michelle

[Mylie]

Hi

Yes there's some noise on the service, but i only use the landline for a few incoming calls.

I've tried removing the filter on both phone and broadband,and plugged in directly to the telephone socket, even tried new filter and no difference.The router was updated within the last year and again no difference to speed of service.

No i do not have a spare router to try!

[Anonymous]

Good morning,

Thank you. I've run a test on the line now which hasn't detected a fault, however I can see that your sync speed is varying and the connection looks very unstable. Is there any noise on the voice service? Does your main socket have a test socket? Do you also have an alternative router that you could test with please?

Thanks

Michelle

[Mylie]

Details updated 

[Anonymous]

Hello,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle