Really slow and unacceptable speeds

[Shauncb561]

Ever since a new housing estate opened opposite us we have been getting really slow internet speeds. We have asked about Fibre however we have been told that we cannot get it. Recently our internet speeds have been as low as 2mb, which means we cannot stream any tv, trying to do anything on the internet is really slow. Surely this is unacceptable in this day and age. We are paying a premium for a service which is primordial. Please help.

[mandisa1-TT]

Hi there @Shauncb561 We sincerely apologize for the inconvenience caused to you, I would love to assist you with your query. Please confirm if you are messaging us from home so I can start diagnostic checks to detect the fault? 

[Gliwmaeden2]

@Shauncb561, I'll re-escalate this thread for you but staff will not respond before Monday. 

They are on here Monday to Friday, c 8am - 6pm, so to try to run tests and get to the bottom of this please check back during the day then.

[Shauncb561]

Yes, a heart monitor which keeps in contact with the hospital day and night. It is linked to a heart pacemaker for heart failure

[amahle-TT]

Hi there, I am sorry to hear that.

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Shauncb561]

Sorry we had hospital visits, am back now. Line is still bad, very slow speed of 3mbs

[Mandisa-TT]

I understand @Shauncb561 I will be able to run checks on your line, are you at home to proceed?

[Shauncb561]

Sometimes we get up in the morning and the speed is slow. Sometimes it's ok until around 3.30pm and then it goes really slow until 11pm. It varies. Sometimes it will be ok for a few days then it goes slow again. 

[sabelo-TT]

Thank you for this. Just a quick one. Does your broadband connection drops while being connected to the internet?

[Shauncb561]

Done

[sabelo-TT]

Thank you for confirming this to me. Before continuing any further, please update your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

[Shauncb561]

Yes, it has been logged as a fault. You are looking into it. However I have to do this every 5 days, it works for a few days and then goes slow again. It's a waste of your time and my time. 2mb is not acceptable.

[sabelo-TT]

@Shauncb561, thank you for this as I will be able to check on this matter for you. Just to double check, have you tried checking on this matter via MyConnection on your MyAccount?