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G.Fast Profile

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Community Team

Hi

 

Networks advise that they can see no routing issues and all other tests across the circuit are clear.  They advise that the latency is within acceptable limits for the circuit.

 

If you disagree with their findings I can only advise that you follow our Complaint Process

 

Thanks

 

Karl. 

Shonk10
Conversation Starter

I would like to file a complaint then and go back to sky
i have zero interest in 8ms of extra latency from talktalk routing my traffic all around wales for zero reason
apart from nobody seems to know how to fix it
this is actually bad for talktalk's network also
and its detrimental to my gaming experience

I have been on the internet since 1994
and have had broadband since 1999
i dont have a mediocre line with loads of interleaving i have been on fastpath since 2009
when i switched from ntl (cable) due to them not maintaining the network and introducing jitter to the backbone to easynet which turned into sky

this is the worst latency i have had since 1999
as i stated it was great the first 10 days until talktalk started rerouting my traffic


Community Team

Hi Shonk10

 

I can raise a complaint to our CEO's Office and you would then be contacted by a Complaints Manager to discuss this further. Would you like me to arrange this?

 

Thanks

 

Debbie

Shonk10
Conversation Starter

yes please point them to this thread thanks

Community Team

Hi Shonk10

 

I have escalated your complaint over to our CEO's Office and a Complaints Manager will contact you to discuss this as soon as possible.

 

Thanks

 

Debbie

Shonk10
Conversation Starter

After a few weeks of back and forth with CEO Complaints who where inturn forwarding it on to "CEO Tech team"


After being told around 10 times that there was no fault


Someone who actually knows how routing works must have stumbled into the complaint and fixed it

 

My Routing was finally fixed at 00:07 on the 20/08/19


My first external hop got changed back to 78.151.230.231
The bad first external hop was 78.151.229.229

 

traceroute to bbc.co.uk (151.101.192.81), 30 hops max, 38 byte packets
1 host-78-151-230-231.as13285.net (78.151.230.231) 1.958 ms 2.327 ms 2.109 ms
2 host-78-151-230-236.as13285.net (78.151.230.236) 3.125 ms 3.480 ms 3.089 ms
3 host-78-144-11-41.as13285.net (78.144.11.41) 6.606 ms 6.164 ms 5.955 ms
4 23.235.41.92 (23.235.41.92) 6.101 ms 5.857 ms 6.128 ms
5 151.101.192.81 (151.101.192.81) 5.715 ms 5.411 ms 5.952 ms

 

traceroute to 79.79.79.79 (79.79.79.79), 30 hops max, 38 byte packets
1 public-dns-a.as9105.net (79.79.79.79) 1.953 ms 2.104 ms 2.132 ms

 

It may have taken 3 months to get resolved but atleast its sorted now

TalkTalk seem to have a serious lack of people who understand how routing works
I am documenting it here incase i get problems in the future

 

Shonk10
Conversation Starter

My first external hop got changed to the bad 78.151.229.229 at 13:15 28/08/19
The good first external hop was 78.151.230.231

 

the small blip of packet loss at 10am was an ip address change so the monitoring stopped working for 1min as the ttl for dns thinkbroadband is monitoring is 1min

 

the large blip at 13:15 is when the routing was switched over

 

Untitled.pngUntitled1.jpg

 

hopefully the talktalk routing system will correct its self in the next 12 hours or so

if not this may have to be escalated again

 

 

Shonk10
Conversation Starter

this needs to be escalated to networking again
so i can get moved back to the first external hop of 78.151.230.231
The bad first external hop that i am on at the moment is 78.151.229.229

Community Team

Hi Shonk10,

 

I've checked your last complaint and I can't find any indication that anything was specifically done to change the routing in response to your complaint.

 

I'm sorry that you're unhappy with the increased latency but we don't guarantee pings and this wouldn't be seen as a fault, so I'm afraid we're are unable to do anything to change the routing.


Chris

Shonk10
Conversation Starter

Talktalk are so frustrating this is such a simple fix

all that needs to be done is ensure my first external hop is moved back to 78.151.230.231


with sky this would have been done by level 3 support within a day

 

by the way im not looking for a guarantee on latency i realize this is a consumer service
and that faults happen but for it to sit on a backup route for months on end with no way

to point this out to talktalk and get it resolved is lets face it a joke

 

I have been with talktalk for 117 days out of that i have had 19 days of good routing
09/05/19 - 20/05/19 = 11 Days (First 11 Days)
20/08/19 - 28/08/19 = 8 Days

 

im not really sure what else i can do apart from maybe get talktalk
a pile of bad press on how bad talktalk's network support is
with the likes of ispreview/theregister/theinquirer

as a warning for others to stay away from talktalk

 

 

Community Team

Hi

 

As Chris mentioned, no fault is showing with your connection and we are unable to change your routing.

 

If this is unacceptable to you then please follow our Complaint Process

 

Thanks

 

Karl.