27-12-2019 04:06 PM - edited 27-12-2019 04:08 PM
I have been on the Faster Fibre, with speed boost for at least the last 18 months (and I also think the 18 months prior to that) and had been getting speeds of around 61-62Mbps routinely. I was very happy with this and have had no cause for concern.
My existing contract expired in October (although TalkTalk did nothing to inform me of this) and starting charging a higher price from last month.
I went to online chat to try to renew my contract (at a fair price) only to be told that I could no longer have the speed boost as my line does not support it!?!? I ran a speed test whilst on the chat which confirmed I was still receiving 61.9Mbps but still TalkTalk told be that I could no longer have the speed boost as this could only be added for lines that could cope with at least 40Mbps. In my book 61.9 is well above 40 so I should be okay, but no, TalkTalk refuse to see that I have been getting these speeds and will not add the speed boost.
I had a call from a "CEO", allegedly, who despite not being able to remember my name and kept calling me Geoffrey (!) could remember that they could not apply the speed boost.
I gave up the will to live and renewed my contract for a further 18 months and kept speed checks throughout different times of the day. This remained at 61(ish)Mbps for the following 3 days, but today I am now only getting 37Mbps, because I assume that the speed boost has finally gone.
Has anyone else had the same experience as this and can anyone possibly explain why TalkTalk want to degrade existing customers (I have been with TT for over 10 years!) and alienate them, when they previously had the speed they wanted and had no issues.
Oh and TT also wanted to charge me a £30 admin fee simply to renew the contract! Ha ha, no way Jose!!!
on 05-01-2020 08:30 PM
on 30-12-2019 01:18 PM
Thanks for the reply, but this still makes absolutely zero sense to me.
I understand the fact that TT want to remive the speed boost from lines that are not able to fully utilise it as this would be charging for a service that cannot be fully provided and would be wrong. I however have been receiving speeds at almost double those that you have now crippled me with, so the line (and I) clearly previously had no issues with the boost, it worked and I was happy to pay for it.
The speeds for my line you ha e quoted are now low because there is no soeed boost applied. I would be interested to know what they were prior to TT interfering with it, I bet they were a damn site higher then!
I simply cannot inderstand why TT want to cripple the speed of a customer that was previously very happy with the service provided. It will ultimately only lead to me (and no doubt many others) leaving TalkTalk and going elsewhere. Maybe that is TT strategy and they actually want fewer customers?
I won't hold my breath for another call back as I had one on Christmas Eve from a lady that simply read from a script and said the same thing over and over with no real knowledge of what she was talking about. She also couldn't even remember my correct name at times and kept calling me Geoffrey!
My question still quite simply remains, WHY?
on 30-12-2019 12:55 PM
Sorry that you are unhappy.
Due to a change in the way we calculate you guaranteed speeds it now based on Throughput rather than total download speed, the company have taken the decision to not allow the speed boost on some lines, Unfortunately you have fallen into this category.
Ive checked your line and the Minimum Guaranteed Peak Download Throughput Speed (mbps) is now 23mbps, and the Highest Peak Download Throughput Speed (mbps) is 37mbps.
I can also see a callback has been arranged for 3rd Jan with our CEO office, I hope that you get the resolution you want.
on 28-12-2019 08:46 AM
I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.
The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.
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