Slow speeds but Talk Talk wont do anything

[Greggus44]

So I signed up to Shell broadband not realising they use the talk talk infurstructure , I went from 60Mps to around 28 but was told thats the fastest I can get , this regularly drops to around 16 but atm its dropping to 6 , ive been online and all the agent wanted to talk about was wifi (im hard wired) , then I was asked to reboot my router I did then once back online I was told to wait until I have an internet connection erm how am I talking to you, they then wanted to do a factory reset but my router is mine (dreytek) and part of a larger network to which I was then told without any reason its my router and I need to buy another from them for £30.

My router is fine ive tested it with aneighbour on vodafone , its fully upto date on firmware etc.

I dont know what to do I still have 8 months on my contract and I work partly from home , short of taking legal action is there anything I can try or speak to who isnt reading questions off a screen ?

[Michelle-TalkTalk]

Morning,

Do you still need assistance with this?

Thanks

Michelle

[Michelle-TalkTalk]

Good morning,

Can you please update your community profile to include your:

• Name
• Telephone number or Account 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

[Greggus44]

Oh and don't have a hone phone anymore so can't check for noise, will have to see if anyone can spare a phone so I can check it.

[Greggus44]

I initially tested using my account it said there was an issue and took me to the chat , I don't have a shell router I opted not to get one as I had my own.

My settings haven't changed my router is telling me I'm only getting 5Mps , ookla says the same.

[Gliwmaeden2]

Staff won't be back on here before Monday, @Greggus44.

They might simply send you a Talktalk router to test with.

You need to give Talktalk a chance to work through all the diagnostic stages.

See also the Complaints guidance linked at the foot of the page.

@Greggus44, it will be helpful if you can complete your community forum profile details for them to identify your account when they reach this thread.

Go via your avatar/name; settings....Personal Information. SAVE CHANGES. 

It also helps if you leave the router plugged in at the test socket. That eliminates other wiring causing issues.

[fr8ys]

Do you still have the router supplied by Shell?

If so connect that up and retest speeds.

TalkTalk (and Shell) will normally only be able to test things using their own supplied equipment as they do not know how 3rd party routers are configured and most probably cannot interrogate the router as they can with supplied equipment.

Have you run a speed / connection test via my account? Is that showing an issue?

Is your phone line clear or does it have any noise on it?

Staff are not back until Monday on the forum so if you can answer the above it may speed up their investigation of your issue.

Thank you