TERRIBLE SERVICE, TERRIBLE SPEED AND NO RESOLUTION

[Emmas2014]

Our internet speed is beyond ridiculous making working from home or watching the tv virtually impossible.

Having spent a frustrating today trying to get someone to do something this is still not resolved.  I got cut off from chat several times due to a poor connection (wonder why that could be) and when I was reconnected the whole process had to be started again.  I also had to undertake several diagnostic tests one of which involved a screw driver. Maybe I should get a job at Talk Talk as I  have spent the best part of the day as an extension of your technical team. This might be a good option having been unable to perform my own job today.  The end result was we've done everything we can it must be your devices. Apparently this is supposed to be an acceptable response. For the avoidance of doubt it is not. 

I have been trying to change the Wi-Fi channels but the speed is so slow that I cant even do that!

I am no longer paying for this sh*t service and will be cancelling this months Direct Debit. No doubt TT will get a message to me about the payment at the speed of sound!

[dibdab]

Did you switch of the wifi on the laptop when you did this? It should just pick up a connection and ip address instantly.

[Debbie-TalkTalk]

Hi Emmas2014

I have ordered you a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

[Emmas2014]

Plugging the ethernet cable (which I assume is the yellow cable that goes into the back of the router) into my laptop resulted in no internet being detected at all. 

[Debbie-TalkTalk]

Hi Emmas2014

Ok, can you try running a speed test wired by connecting a ethernet cable to a laptop or computer?

[Emmas2014]

Given that it is not an old router is this really likely to be the cause of the problem? You can send a new router, but when will it arrive? I am trying to work from home and this current situation is untenable. What other options are there?

[dibdab]

Do you have a computer? plug the Ethernet cable into it and run a speedtest. It's also easier to access the router over ethernet than wireless.

[Debbie-TalkTalk]

Hi Emmas2014

Would you like me to send a replacement router for testing first?

[Emmas2014]

How would wired tests be performed?

[Emmas2014]

I do not have an alternative router and this one is not that old as we had a new one when we had this issue before. 

[Michelle-TalkTalk]

Hi,

Do you have an alternative router that you can test with to rule this out? If not then we can send a replacement router for testing purposes. We would also send a router returns bag so that one of the routers can be returned.

Thanks

[Emmas2014]

You run some wired tests, but I expect this will be the same result as yesterday. 

[Emmas2014]

I don't know I haven't tried an ethernet cable and I don't know where there is one. I spent most of the day yesterday carrying out tests and am not minded to do the same today having wasted most of my working day

[Michelle-TalkTalk]

Hi,

Would it be possible to run a few wired speed tests please just so we can confirm if this is related to the wireless as we can then offer more assistance?

Thanks

[Emmas2014]

Current speed is 11.7. It fluctuates throughout the day, but this is not acceptable. We had an issue about 3 weeks ago where there was a problem at the exchange and we had no Wi-Fi all day then since then we have not had the same performance. So if TT cannot find a fault what it the next step? I am now monitoring speeds through out the day and have photo's of all of them which I will be recording for 30 days to support my right to cancel. 

[Michelle-TalkTalk]

Hi,

Can I just confirm, are the speeds also slow if you run a few wired speed tests? I'm just trying to confirm if it is solely the wireless so we can look into this further.

Thanks

[Emmas2014]

The reason why I was unable to change the channels was because I could not connect to the page as the speed is so slow. In the end we had to turn the TV off so that I could get on to the internet to do it. I have now made the change but it has made no difference. Internet speed was as low as 1.6mb last night, might as well bring back dial up. 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault. Can I just confirm, what speeds are you currently seeing if you run a speed test? Are the speeds also slow if you connect wired? What speeds were you previously receiving before the speed dropped?

Thanks

[Skynet_TX]

Hi @Emmas2014,

I would not recommend cancelling your direct debit, that will just cause all sort of issues, and could end up causing you far more hassle.

It is quite common to ask customers to try the test socket to eliminate the possibility of the phone wiring in your home being the cause of the issue. I'm assuming that is what you needed the screw driver for (to take the faceplate off the master phone socket).

Your comment about not being able to change the Wi-Fi channels is interesting, were you trying to do that from a device that was connected to the router via Ethernet or via Wi-Fi. If it was a Wi-Fi device then that may well be an indication that you are indeed suffering from Wi-Fi interference.

The TalkTalk Support Team on this community will be able to help, they will hopefully be able to respond to this post tomorrow.