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Talktalk engineer not returned to connect the fibre

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Chat Champion

https://broadbandtest.which.co.uk/

 

broadband speed compares below

 
Response time (latency)
29 ms
 
Download speed
0.2 Mbps
 
Upload speed
0.1 Mbps
 
Highlighted
Chat Champion

Could blame yesterday's at times seemingly non-existent internet speed on the weather? 🙂

 

https://broadbandtest.which.co.uk/

 

See how your broadband speed compares below

 
Response time (latency)
29 ms
 
Download speed
13.9 Mbps
 
Upload speed
0.8 Mbps
Highlighted
Community Team - TT Staff

Hi JDean16,

 

Although the sync speed looks consistent I can see that the SNR is dropping low which can sometimes affect the stability, speed and performance of the connection. I've optimised the connection now and the SNR has increased. Would it be possible to run a few more speed tests to see if their is any improvement please?

 

In regards to fibre, I think it would be worth giving our Loyalty Team a call as they will be able to place an order if you did want to go ahead and also be able to advise the price/deals available.

 

Thanks

 

Highlighted
Chat Champion
Thank you. Unfortunately we do not understand words such as the sync speed nor the SNR. However, thank you for optimising the connection. We have not yet returned the old router because we have not yet been able to connect the printer to the new router; we still do not know why a new router was sent to us recently. The speed had been good until this evening. I shall do another speed test tomorrow. https://broadbandtest.which.co.uk/ Your results See how your broadband speed compares below Response time (latency) 28 ms Download speed 0.0 Mbps Upload speed 0.4 Mbps
Highlighted
Chat Champion

Again we had to switch the router off and on again for internet access. Would this be the fault of the router?

 

 

https://broadbandtest.which.co.uk/

Your results

See how your broadband speed compares below

 
Response time (latency)
29 ms
 
Download speed
11.5 Mbps
 
Upload speed
0.7 Mbps
 
Highlighted
Chat Champion

https://broadbandtest.which.co.uk/

 

Your results

See how your broadband speed compares below

 
Response time (latency)
29 ms
 
Download speed
13.6 Mbps
 
Upload speed
0.7 Mbps
 
Highlighted
Community Team - TT Staff

Hi

 

I've made a change to your line, can you run the test again and see if speeds have improved.

 

Thanks  

 

Karl. 

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Highlighted
Chat Champion

Thank you.

We do not know what the speeds should be like.

 

https://broadbandtest.which.co.uk/

Your results

See how your broadband speed compares below

 
Response time (latency)
29 ms
 
Download speed
11.8 Mbps
 
Upload speed
0.8 Mbps
 
Highlighted
Chat Champion

Urgent, please.

 

I trust that Talk Talk staff would agree that we have been patient?

 
I received the latest bill today which is too high and is incorrect: it states:
 

"Your total amount due is different because:

"You've changed your package part way through the month.".

 

In https://www.talktalk.co.uk/my/billsandpayments/latestbill is

16 Jun

Plan Change Fee
£30.00."

 

Before we moved house in March we had been on faster fibre and had anticipated being on faster fibre again. For reasons only known to Talk Talk, this has not been possible, so we have  been on Fast Broadband since 23rd March. Following a telephone call from Talk Talk on 16th June, advising that fibre would be connected probably the next day,  I received an email telling me the account had been updated and

"You've now got Fast Broadband 

 
Thanks for getting in touch. Great news. We've made all the changes you asked for."


This did not make sense to us but we presumed that fibre would be following; fibre did not follow.

 

Why should we be asked to pay extra for a change from Fast Broadband to Fast Broadband?

Please resolve this and treat this as a matter of urgency. 

 

Please do not ask me to telephone customer service or any other department about it. Previous telephone calls have been very tiring and stressful..

 

Thank you in advance for your help.

 

Highlighted
Chat Champion

Please would a member of the Community Team - TT Staff look at this. I am aware that you will not be here to read it at the weekend.

 

Highlighted
Participant

Oh look, another customer that has been treated absolutely diabolically. I really do dispair at some of the 'customer service' given. I hope you get this sorted once and for all but remember how you have been treated and the stress you have been given. 

Highlighted
Chat Champion

Thank you to Talk Talk staff for partially resolving the bill dispute which should be totally resolved next month.

 

Highlighted
Chat Champion

Can you correct the Service Centre, please, in order that it does not show anticipated higher speeds (it must be thinking we are on fibre still, as we were before we moved house), and in order that it does not show an engineer is due to come. Thank you.

 

Highlighted
Chat Champion

I would have copied what is in My Account but this appeared yesterday evening and this morning:

We're Sorry

We're making some essential updates to improve the experience. TalkTalk shop will be back online soon, please try again later.

Highlighted
Chat Champion

I can now copy what is in My Account. Please would Talk Talk staff correct it. Thank you.

 

https://www.talktalk.co.uk/help/servicestatus/

Your Line Speed

Est. speed: 35 Mb - 40 Mb
Measured speed today: 18 Mb

 

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