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Is this the level of customer service I can expect?

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Lynnem41
First Timer

I'm new to Talktalk. I had to report a broadband speed of less than 1Mbps for the last couple of days (against an expected minimum of 16Mbps). It is impossible for anyone in our household to do anything online at that speed and so it's the equivalent of having no internet. In summary, I have been told I might need to live with this low level of service for 30 days. Is this the usual standard of customer service I can expect from Talktalk?

KeithFrench
Community Star
Solution

How do you connect wireless, wired, or a mixture? If a mixture is a wired connection better than wireless?

 

It is important to see what your line is actually capable of and what your current download speed is.

 

To help diagnose this issue, please can you log on to your router, by opening a web browser (e.g. Internet Explorer, Mozilla Firefox & Google Chrome etc) and then enter this address in the address bar:-

http://192.168.1.1

enter the credentials:-

username: admin
password: admin        (unless you have set your own password).

 

If you use the HG633 & DSL-3782 or the TalkTalk Wi-Fi hub, they have their own unique password, which can be found at the top of the label on the rear of the router. It is the one labelled "router" or "admin" password, not the wireless one.

Then go to your ADSL or DSL summary page & paste the stats in this thread.

 

On the HG633 this is at:-

 

Maintain > System Information & expand Broadband Information


On the DSL-3782 go to the home page & copy the stats from the DSL & IPv4 pages.

If you have the new TalkTalk Wi-Fi hub this can be seen via:-

 

Dashboard > See internet settings > Manage Advanced settings > TalkTalk Wi-Fi Hub

 

Click on the General tab then scroll down to the page to the xDSL section & copy & paste them into your reply.

 

Next can you also go to this speed checker (it is useful to have speed test figures taken at the same time as gathering the router's statistics):-

http://www.supportal-test.co.uk/

Alternatively use:-

https://myaccount.talktalk.co.uk/speed-checker/

Do this on both wireless & wired (if you have wired), but with never more than one device connected at a time.

Please can you paste the results here?

 

Keith
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.
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Lynnem41
First Timer

Thank you - that was really helpful. Wish the TalkTalk customer service were able to communicate with customers so clearly and helpfully!

 

I followed your suggestion and could see that we now have a download speeds of 22.4.

 

I think the tech support person did something to the line (we heard our telephone ping and then the speed seemed to increase). It was a bit strange as support then said they had not done anything, but would be a bizarre coincidence if they had not.

 

They pretty much insisted we needed an engineer out, even though I told them the speed had increased, so they are due tomorrow morning.

KeithFrench
Community Star

So as I can help you further, please can you actually share all of the information I requested in my previous post? You know the answers & I don't (feel free to PM this to me if you prefer).

Keith
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? 

KeithFrench
Community Star

Slow speed, intermittent dropouts, breaks in the signal, or no signal on some or all devices, might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a by-product of the popularity of Wi-Fi.

However, other factors should be investigated first. When this happens, what are the lights showing on the front of the router? Do you have any wired connections & if so, how do they perform?

If you have the HG633, HG635, DSL-3782 or the TalkTalk Wi-Fi hub, they are dual-band routers & offer both the older 2.4GHz & the newer 5GHz Wi-Fi bands. The problem is these are two different networks (SSIDs), but they share the same name, so you can't tell which one you are connected to. Log into the router (http://192.168.1.1) and enter a username of "admin" and if the HG635 a password of "admin" as well, or if the HG633, DSL-3782 or the TalkTalk Wi-Fi hub, use the unique router password (see the label on the rear of the router at the top).

HG633/635 go to:-
"Customise my wireless network"

Append "5G" to the end of the network name of the "Wireless 5 GHz SSID" field. Then click "Save".

DSL-3782 go to:-
Settings > Wireless (Wi-Fi)

Append "5G" to the end of the network name of the 5 GHz "SSID" field. Then click "Save".

TalkTalk Wi-Fi hub

Go to:-
Dashboard > See Wi-Fi Settings > Manage Advanced Settings > Wi-Fi 5Ghz gear icon > Basic

Append "5G" to the end of the network name of the "SSID" field. Then click "Apply".

This will not fix your issues, but it will make it much easier to identify the band you are connected to. This way you will know which band is causing your problems.

Having said that, there is another approach which can be better, which is to use Band Steering. This will automatically move any 5G compatible device connected to the 2.4G band to the 5GHz band. This is available on the HG633 (V2.00), DSL-3782 (V1.10) and the TalkTalk Home Hub. To use this leave both network names identical and on the HG633 enable Band Steering from the initial Wi-Fi menu.

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

You may then wonder what was really the point of this if it won't solve the problem? This is because the whole topic is too complex to be dealt with in one post. The next stage involves sending out a guide to you to help you get me some important diagnostic results, so as I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

Keith
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? 

Anonymous
Not applicable

"To help diagnose this issue, please can you log on to your router, by opening a web browser (e.g. Internet Explorer, Mozilla Firefox & Google Chrome etc) and then enter this address in the address bar:-

http://192.168.1.1

enter the credentials:-

username: admin
password: admin        (unless you have set your own password)."

 

 

Please for the love of god DO NOT put credentials into that page, it lacks ssl certification, if the url says http then leave well alone as the form is not encrypted. Talktalk do not use https for the login page which could leave you vulnerable to snooping.
This exact issue is why I have managed to cancel my contract with talktalk without any early cancellation fee.
Security is number 1 priority

KeithFrench
Community Star

It is only the HG635 that uses that default password, all others have their own unique password. Anyone with any knowledge of router security should always change any password away from its default.

Keith
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? 

Anonymous
Not applicable

doesnt matter what password it is or how many times you change it, the fact that it is an insecure webpage makes it unsafe to add any password into it, this was my exact argument with customer services. http is not encrypted, https is.

One thing I was taught at college was never to use credentials on a non https page, especially where sensitive data is concerned, ie online banking, router login etc

 

KeithFrench
Community Star

I am well aware of the difference between HTTP & HTTPS. I am just a customer, I do not make or spec the routers.

Keith
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? 

Anonymous
Not applicable

you say you know the differtence but still went ahead and told them to use it. See, the thing that bothers me is people advising others to make that exact mistake, personally I think Talktalk should be held accountable for this vulnerability. I can never advise anybody to use that form, its against everything I was taught

 

umanu2
Wizz Kid

@Anonymous 

 

Interesting thread, but could you help clear my confusion.

 

I thought communication between a device (PC or whatever) and the router using the 192.168.1.1 address was purely internal to the LAN.

 

The router's firmware intercepts the address request and returns a web page to validate credentials. As this is all within the LAN then encryption is redundant. The request in never transmitted over any WAN connection and is therefore not susceptible to interception.

 

Or do you have any evidence of vulnerability exploitation that you could share.

 

KeithFrench
Community Star

@Anonymous 

 

OK then, tell me how I am supposed to get the diagnostic information I require to help this customer fix this problem?

 

I'd suggest you stop posting on here as your comments are delaying getting this resolved & totally unhelpful. I am sure that the customer really appreciates this.

 

Keith
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?