Hello,
I am a new TalkTalk Full Fibre 500 Mbps [Data Only] customer.
I have major issues from first day after Openreach engineer installed ONT, tested it [usual tests: speed/conectivity].
Well I was very impressed to see *again* download speeds up to 500Mbps after using ADSL 65 Mbps in the last 2 years.
The excitement didn't last long, after 2 hours my download speed dropped to 3 Mbps and since then is being like that.
Been assisted via Live Chat by several Technicians from TalkTalk, 3 days in a row, but they kept saying that based on tests they are doing from Datacenter to Eero Pro 6 router the speed looks OK [which I do agree - they'll always have that result because the test is treated as LOCAL cross-network].
Checking my internet speed via my account [TalkTalk] it shows something totally different, the screenshot attached shows what a *great* download speed I have.
Hence, this was not solved by Technicians, I have been forwarded to Complains Department, which decided to send me a new Eero Pro 6 router, which would be useless, in my opinion, but will wait and check that too [giving them another chance]
I am working in *domain* and dealing with Unix/Win/Mac/ devices 10 hours/day, providing reliable services across whole Europe.
How I know is not my "home setup" and Eero Pro 6 router is easy :), even a 12 yo kid would know how to test it.
What I tried:
CAT 5/6/8 Ethernet cables - result is the same - under 10 Mbps download.
Changed router: tried 3 reliable Full Fibre compatible routers [used with other Full Fibre ISP's and had 1Gbps speeds on them] - result is the same - under 10 Mbps download.
Switched off each device one by one to see if is down to a "faulty device" - upon checking packets sent over router up/down were not pointing to any device saturating 500Mbps download speed [or upload bandwidth]
There are times when everything is OK and I have the right download speed using Eero Pro 6.
From a total of 6 days since I am using TalkTalk I had a total combined time of 7 hours and 25 minutes promised speed, the rest of it was under 5 Mbps.
Tried NordVPN [luckily] I have a paid subscription AND VOILÀ my speeds are up again to +500Mbps download and +70 Mbps upload [which was never affected, has same speeds for upload using VPN or using IP address by TalkTalk].
So in my opinion, TalkTalk is assigning me dynamically IP address which cannot cap with the internet speed or wrong IP aggregation.
Also, if it would be a setup issue [Ethernet cables/devices/router] - I would never be able to have the right UPLOAD speed but never download speed, and have down/up speeds at HIGH speeds using a VPN.
Overall, reading this forum saw a lot of people complaining about assistance, I have no complaints they were kind and very nice with me in all 3 departments as I end up calling the Loyalty Department.
If the new router won't fix the issue I'll be forced to cancel the contract, as currently is affecting my job [ 3Mbps download speed is not a speed suitable to work with multiple servers open/browser tabs/and be in meetings ]
What I would want to *complain* about is that TalkTalk should remove the "WI-FI Home 8 GBP/month" from assistance "script -given to "technicians to read" when clients are complaining about internet speeds that are affecting wired/wireless devices. I've been told by all of them to subscribe to that package because that will solve the issue.
No, that would not solve it at all as I was complaining about wired devices :).
And also TalkTalk should train the "technicians" team, none of them gave me the feeling of being a "technician".
For TalkTalk I`ve added another screenshot to show what speed I have using a VPN.
Download Speed test of 9 Mbps is done using the IP assigned by TalkTalk
Download Speed of ~400 Mbps is done using NordVPN [VPN]
Cheers,
C.A
Staff
Good morning,
I understand. We'll check back in with you tomorrow to see if the router has arrived.
Thanks
Michelle
Staff
Good morning,
I'm really sorry to hear this. Can I just confirm, are you still in contact with our Complaints Team?
Michelle
