Our network team have ran all tests again and can't find any faults, also confirmed that engineer couldn't find any faults either They've asked if you can please run a set of pings and a set of trace routes to www.google.co.uk and can you post the results. Can you run the tests on a device connected by Ethernet cable to your router
Can you also try to run 3 speed tests at different times of day on the My Account speed checker on a device connected by Ethernet cable to your router (can you try to make sure that no other devices/applications accessing the internet at the time)
Ridiculous. Engineer confirmed fault at your end. I have recording of the conversation as evidence.
All speed tests come in at 0.1Mbs when I can get them to load
Your site wont.
Say waiting for the call you promised between 12 and 2 that you neglected to folllow through.
I am now raising this with yoy CEO
I'm sorry to hear this, our CEO teams can look into the matter for you and advise further. I've had a look at the engineer notes directly on the BT Openreach system and they do state that all tests pass and fast test passed, and no issues are observed.
When you raise an issue with CEO we must take a step back as we are not allowed to be involved in the fault process and must allow CEO to take over all diagnostics going forward.
I was present when the engineer called TalkTalk and told them of the throughport issue. What ever you claim the report says cannot change that fact. I have hard evidence the engineer reported this to you.
Nothing has progressed in 11 days after following all your suggestions so I dont think you "stepping back" will adversly affect the issue.
And for the record I would like to make it clear I appreciate all the help offered here by you guys. I know its not your fault and you do your best, but TalkTalks customer service is atrocious because of the failings of those further along in the system.
Know what this don't ya? What we had yesterday. It ain't resolving that throughput. We'll have to get on to TalkTalk 'cos that is a throughput problem You've got two seperate issues. One of them is you got [unintelligable] resistance which is cable, that's not the issue. The second one is you got a throughput problem. You're not the only one. Third party TalkTalk customers, and other TalkTalk customers have got the same issue, so we'll call them, see what's going on, see if they can get it sorted. On your router, your sync speed will show, a certain speed - but you'll never get that.So, once we've sorted that out we'll give TalkTalk a ring to see what's going on. It's definately a throughput problem. Nothing will solve it, until they look into what is happening on their end. AFTER CALL They are going to get back in contact with you, because they know there is an issue. But, they've got to do some extensive tests their end. So, they will be back in contact with you between 12 and 2. It's basically, it's a throughput problem. We had one yesterday which is a third party of TalkTalk, they've got exactly the same issue because it's coming off of TalkTalk's equipment. But yeah, so they said they would get in contact with you but everything as far as speed getting to the router is perfect. Until they sort out their software end, unfortunately your gonna get that same result.
Yes, I can confirm that your complaint has been captured and referred to our CEO's Office. One of our Complaint Managers will be in touch to discuss your complaint and hopefully offer a way forward.
Predictably there is no change. Still only managing a wired speed of 0.2Mbps.
This is what the BT engineers said would happen if the router was swapped out for replacement. "Until they sort their software out unfotunately youre gonna get that same result."
Please send me the CEO Team email as I was not given anything yesterday.
I have asked that you are contacted as soon as possible. The manager should also provide you with contact details so you are able to get back in touch with them.
Please let us know how you get on.