on 13-12-2020 12:28 AM
I have been with talktalk about 12 years now, and the last 2 with fibre 67 with a minimum guaranteed speed of 51mb, unfortunately that has not been the case a single day. max speed ever has been around 43mb, I have reported it several times, with no improvement, I have now tried to report it yet again but the service center suggests it is my home setting when in fact I have not changed since last time I did the same check. I now have had enough but my contract doesn't end for another year and leaving would mean to pay a penalty , has anybody had a similar problem or know how to solve it? Also trying to contact them by live chat but finding hard to find the link, they used to have great customer service, not anymore.
on 02-06-2021 06:44 AM
on 29-05-2021 12:22 AM
Staff will be back from Tuesday, @ainarita.
Please look out for a reply then.
I'll re-escalate this thread to ensure that it is in the workflow.
on 26-01-2021 08:41 AM
As your speed hasn't improved and is below the guaranteed minimum we would really need to arrange an engineer visit to investigate but unfortunately we can't do this at the moment due to Covid restrictions. We'll be able to arrange an engineer visit when the restrictions are lifted
If you'd like to discuss leaving you'll need to speak to our Loyalty team (they will also be able to move you to Fibre 35 if you'd prefer) - please see Cancel your TalkTalk service
on 23-01-2021 01:54 AM
So, it has now been a few days (weeks) and nothing has improved, highest speed recorded by speedtest is still 40Mbps, I am now looking at a different supplier as I have lost all faith in Talktalk. Can you please confirm that as my issue has not been resolved in the 30 day period I will not be charged a penalty fee for cancelling my subscripyion before it ends? Many thanks
on 04-01-2021 08:44 AM
Apologies, as soon as are able to arrange engineer to look at the slow speeds then we can arrange this for you. Would it be possible to post back in a few days and we can check to see if this has changed and if we can arrange this visit for you?
on 31-12-2020 05:17 PM
on 31-12-2020 04:35 PM
I have the exact same problem and have just posted on the forum for help.I was on a contract for fast fibre and was getting 38Mbps download and 9Mbps upload.
My contract has now been changed and I upgraded to fibre 65 with a minimum download speed of 59Mbps. I have run a speed test and I'm still getting 39Mbps download with an improvement of 17Mbps upload. In the router setting it states 59.70Mbps download and 19Mbps upload which is obviously wrong.
I have an ethernet connection to the router with a 1Gbps connection speed, router connected to the master socket.
on 31-12-2020 12:01 PM
I'm sorry to hear this.
If the speed hasn't increased with a different router at the test socket and is still below the predicted range for your line, then the next step would be an Openreach engineer visit.
Due to the current situation around COVID and government guidance we can only arrange engineer visits for total loss of service faults at the moment. Apologies for this.
on 30-12-2020 01:04 PM
on 23-12-2020 01:38 PM
Glad to hear that you've received the hub. There appears to have been a small increase in speed but not much. Could you just leave the router connected to the test socket over the next 48 hours and we'll see if DLM moves you to a profile that will give a faster speed
on 22-12-2020 12:23 PM
on 21-12-2020 10:09 AM