on 20-07-2020 10:36 PM
Only recently had a case solved by complaints managers. Had numerous engineers out and weeks of calls from complaints managers. Speeds were fixed and back to the usual 65mb. However, tonight i've had a few spinning wheels when trying to stream and web pages failing to load. Just logged into the router to see what speeds are and it says speed to the router have dropped from 65mb down to 47mb.
on 16-06-2021 07:23 AM
I'm really sorry to hear this. I've re-run the line test now which is still detecting a possible external line fault. Please can you add your full name to your Community Profile so we can ensure that we are logging the fault for the correct line and we can then pass this over to Openreach to complete an external line investigation. Please do not post any personal information on the Community.
on 15-06-2021 04:56 PM
Hi, still the same! I made it very clear to TalkTalk all over that he is a pensioner that was just about to have a big operation and would be bed bound and the internet is his lifeline. I was assured by 2 people at TalkTalk that someone from TalkTalk would call me and that this had been escalated. They sent me a text to say they would call me on 2cnd July, postponed to the 3rd July, then nobody ever did call! Thursday just gone Open Reach sent a text to say they have found a fault, then Sunday they sent another text to say the problem was fixed. But it isn't. Speeds have dropped and the service completly down right now. Plugged into the test socket still and all cables and router is new and phone line sounds fine.
on 02-06-2021 07:28 AM
I'm really sorry for the delay. I've re-run the line test now which has detected a potential fault. Have you noticed if there is any noise on the voice service? If not then I can escalate this over to Openreach to complete an external line investigation?
on 29-05-2021 01:58 PM
@Username_Unavailable, we don't have a hotline to staff. I re-escalated your thread yesterday already, but if they are not on duty at weekends or Bank Holidays, there's nothing more that any of us can do, I'm afraid.
They would never call you on your mobile as communication on the forum is through the threads and Personal Messages, if staff ask for information that way.
It must be very stressful for you, and you have tried Chat and Twitter. The only other course of action is phoning 03451 720046 and see if you can make headway today - they'll close at 6pm.
Perhaps you can raise this as a complaint. Please see the Complaints Code link, for further information, at the foot of the page.
on 29-05-2021 12:23 PM
Ok, can someone please escalate this to someone higher up ASAP, please? I've wasted 14 hours going through tests with TalkTalk Twitter and Talk Talk live chat and get nowhere. They just keep trying to sell me a package i already have saying i need to upgrade to Fibre 65 when i've been on 66mb faster fibre with speed boost since 2017. Then try and sell me a wifi extender for £120. Its a total joke. After many tests and many router resets speeds to the router have finally gone back up from 21mb to 58mb, but speed tests are just 5mb just now. I've tried 2 brand new fresh out of the box routers, filters, cables, all give the same results. And have been connected to the test socket for the last year. I'm a pensioner and have an operation on Monday and will be practically bed bound for 6 weeks recovering and need the internet to work, order my food, medication, connect to the outside world in general. It really is my lifeline during these times. To repeatedly been fobbed off trying to get me to purchase packages and wifi extenders i do not need is sickening. Please can you escalate this to someone hicgher up and call the mobile number on my account, please. I also did this Talk Talk test earlier and it shows services are poor. Currenly cannot even stream my TV show i just get a spinning wheel.
on 28-05-2021 10:00 PM
I'll re-escalate this thread for you, so that it is definitely in the workflow for attention - staff won't be back before Tuesday, @Username_Unavailable.
Please look out for their reply next week.
on 28-05-2021 07:23 PM
on 12-05-2021 01:42 PM
on 12-05-2021 01:07 PM
on 12-05-2021 12:56 PM
I'm really sorry to hear this. I've re-run the line test now which is clear, however I can see that sync speed has been varying over the last 24hrs and I can also see re-connections on the line. If 2 different routers have already been tested at the test socket then the next step will be to arrange an engineer visit to the property. Would you like to go ahead with this and we can confirm some details with you?
on 16-04-2021 03:54 PM
Tests are showing clear at the moment, and sync speed is showing at 61mb.
Have the speeds recovered or are you still seeing the drop in performance now ?
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 16-04-2021 02:09 AM
on 08-04-2021 04:12 PM
Apologies for the delay
Line test is picking up a potential issue but I can see that your speed has recovered now, sync speed is currently 61.5Mbps, has has it been over the last 24 hours?
on 07-04-2021 09:26 AM
I've done a quarterly re-escalation of your thread again, @Username_Unavailable, so it should be back in the workflow.
Staff should reply soon.
on 07-04-2021 08:58 AM
on 31-03-2021 04:21 PM
on 04-03-2021 04:46 PM
on 23-02-2021 07:22 AM
I'm really sorry for the delay. I've re-run the line test now which is clear and the sync speed now looks stable for 5 days and the stability also appears to have improved over this time. How have you found the connection since your last post? Did you also receive the replacement router?