Confused

[boydfish]

I am a bit confused about broadband speed, particularly on my connection. When I was offered Fibre 35 I said yes but was told I couldn't have it as my line speed would not take it (This was a few years ago). At the time I was getting average connection speeds  of around mid 20s Mbps. Last year I opted to upgrade to Fibre 35 as it was cheaper than what I was paying, so I am now on this package and still getting around the same speed for downloads. so, I am now told that I can have the blistering speed of 100 Mbps on Fibre 100 for three pounds extra per month. Even if I go down that route I believe I will still only get mid 20s Mbps, surely someone must have a comment next to my account saying something about the restriction on the line into the house!! Oh, and while I am in rant mode why do web designers think it's cool to have grey text which is hard to read?

[Philile-TT]

@boydfish thank you for the confirmation. 

[boydfish]

I've had no recurrence of the problem so far.

[Philile-TT]

@boydfish Please confirm if your services are now working as they should? 

[boydfish]

No. I've just tried calling out and an incoming call from my mobile and the router light stayed white So I don't know if something has been done or whether it's an intermittent fault, but it wasn't happening every time anyway.

[Philile-TT]

@boydfish please check if the issue is still there. 

[boydfish]

Ok. I will try tomorrow morning.

[Gliwmaeden2]

@boydfish, can you check into the forum earlier in the day at all (Monday to Friday)? Staff would be running tests for a while perhaps, and clock off c 6pm.

[boydfish]

I'm at home now and the same thing has happened.

[mandisa1-TT]

Hi there @boydfish. I am sorry to hear you are still experiencing an issue even after receiving the replacement router. We will need to complete more checks, are you currently at home?

[boydfish]

I've received the router and returned the old one. There is, however, an issue as the new router keeps losing its connection when we are using the telephone. The connection light keeps alternating between orange and white after we have been talking for a couple of minutes, the line hisses and the call receiver cannot hear us. I thought it might be the filter but I have replaced it but it hasn't resolved the issue. Do you want me to raise another post?

[sabelo-TT]

Hello there @boydfish, I have resolved this matter for you by ordering you a returns bag along with your replacement router which will be delivered within 2-3working days. Should there be any delays, your delivery will take within 3-5working days. 

[Gliwmaeden2]

There should be a returns bag with the new router, @boydfish, but, if there isn't, post back to ask for one and a prepaid label. 

You then are advised to keep a certificate of posting as both proof of posting and you'll be able to track delivery of the package to Talktalk. 

I'll re-escalate this thread for staff to send out the router.

[boydfish]

I'm now back from my holiday and able to accept delivery of the router. What should I do with the old one?

[nambuso-TT]

No worries. Should you require any further assistance, please do not hesitate to contact us. Thank you very much for contacting TalkTalk. Have yourself a lovely day:)

Goodbye!👋

[boydfish]

Okay, thanks.

[nambuso-TT]

Thank you for letting us know, I will leave notes on the account to say that you have a faulty router that needs replacing. The next advisor will be able to send you the router once you are back. Please do contact us. Thanks

[nambuso-TT]

@boydfish Please do not add your personal details as this is a public platform as advised by @Gliwmaeden2. Thanks

[Gliwmaeden2]

@boydfish, please never post sensitive contact information in the public thread. 

Staff won't use your email address. 

They are simply requiring you to confirm by PM or in Private Notes what the address actually is. If the router cannot fit through a letter box while you are away you'll need to think about where you want it delivered securely to.

You can send the staff member a Private Message by clicking on their name and then send message in the profile area, or simply go to the Private Notes area of your own Personal Information in your own profile, add the information and click on SAVE CHANGES. 

[boydfish]

Ok, send me details of your contact to xxxxxxx and I'll email my address (Don't you have it already?) I'm of to the Netherlands on Friday for 11 days but will get on it when I return.

[nambuso-TT]

Okay thank you very much for letting us know, and I will do for you is to replace your faulty router to see if that fixes the speeds issue. Once we send you a new router, please connect it and let us know if the issue gets resolved.

Before I send out a new router to you, I will need you to please provide me with the address that you would like the router to be sent to.

Please provide with the address privately, Thanks.