Very poor WiFi speed and poor customer service

[rwalton159]

Reported to TT that I was getting less than 30mbs download speed using WiFi across my devices. This within 6 feet of the router. 

I'm on a 76mbs connection. No laptop to test wired speed but thars irrelevant as we only use WiFi. 

They tested the line and said no issues. 

I sent them the results of multiple tests and suggested their router was perhaps the issue and that could they possibly send a replacement. 

They won't do this but suggested I pay for an engineer to visit.

That's it there's nothing else they'll do. This has gone to fault manager level. 

Great customer service to a 15yrs plus customer (AOL then TT) 

[Nermalas30]

Customer service at TT is disgrace.  I've got no Internet connection, spent 6 hours of my Sunday time yesterday and they couldn't help me cause apparently all tests came back OK and they say I need to contact manufactures of my devices : two PC, Smart TV, laptop, tablet and two smart phones failed at the same time for the same issue. TT is incompetent bunch of money grabbers. Switching at the first opportunity. Got enough

[OCE_Debbie]

Hi rwalton159

I'm really sorry to hear this.

I can send a replacement router for testing, would you like me to arrange this?

Thanks

Debbie

[rwalton159]

Yes please Debbie.
Do you have my email address?
If so, can we use email to converse.
Thank you
Richard

[OCE_Debbie]

Hi Richard

We can only reply on the Community but not by email, will this be ok?

Thanks

Debbie

[rwalton159]

Hello Debbie,

I have the "super" new fast TalkTalk router.  I've had it several months now.

All was okay but the speed is less than 30mbs when testing it across various devices.

It would be great if you could send me another router please.  However, it might be best to send it to my place of work as I leave my home at 7.10am and don't return until 6.30pm

[OCE_Debbie]

Hi Richard

Thanks for your reply.

I can send another Wifi Hub for testing. Please can you send me a Private Message with your work address and I can then send the router there if this helps.

Thanks

Debbie

[rwalton159]

Thanks Debbie,

PM sent 🙂

[OCE_Debbie]

Hi Richard

I have replied to your Private Message.

Thanks 🙂

[OCE_Debbie]

Hi Richard

Thanks for the Private Message.

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie 🙂

[rwalton159]

Thank you Debbie,

I've had better service from you than that received via text and telephone. That includes from a TalkTalk Manager who dealt with faults.

[OCE_Debbie]

Hi Richard

Apologies for this.

If you do experience any further issues then please post on the Community and we will investigate any issues for you.

Thanks

Debbie 🙂

[rwalton159]

Hello Debbie,

Router delivered - I will check it when I get home.
Thanks for your help.

Can you please advise me if any work has been completed on my Fast Fibre service please?
The speed increased last night from below 30mb up to 50mb.

PM me if you need my details to access my account.

Cheers
Richard

[OCE_Debbie]

Hi Richard

Thanks for keeping us updated.

I have checked and I can't see that any work has been completed.

Please let us know how the connection compares with the replacement router.

Thanks

Debbie