I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.
The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.
To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-
Personal Profile > Personal Information
Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they?
Thanks for updating your Community Profile.
I've completed a line test which has detected a possible fault.
We would need to check if your landline service is working ok. If you are experiencing a fault with the landline service then this can affect the BB connection and would have to be investigated first.
Yes please can you connect a phone at the test socket to see if you have a dial tone. If you do have a dialtone then please can you make some test calls from the line to see if there is any noise?
If you have tested with an alternative router at the test socket then I can pass this over to our Network Team.
Just to advise, if you do have a fault with the landline service and a BB engineer is sent to investigate then they may not be able to resolve this fault.
Hi Debbie I have obtained a landline and conducted the test.
On my mobile phone, the audio was fine.
On the landline, I could hear what I was saying, with crackling sounds underneath it all.
I'm getting really frustrated. I'm paying for 10-20mbps and I've been receiving 2mbps, having issues streaming Youtube now.
What can be done from this point on?
The replacement router is on its way, there will be no charge for this.
Please allow 24-48hrs for this to arrive. Let us know how the connection compares with this router.