03-06-2021 05:28 PM - edited 03-06-2021 10:47 PM
Hello everyone! I just realized TalkTalk has such a nice forum! Unfortunately, I've been having some problems and I'd like to talk about them here.
Let's start from the beginning, I've been a TalkTalk customer for about 5 years now. Since I had to move out and rent a new apartment I have sent a move-out request since I always had positive experiences with the internet. This ended with the new installation.
I had to wait a couple of weeks for the Engineer to come into the new apartment.
01/06/2021 - The Engineer came late (very late) around 6.45 pm where he first came into the apartment and tested few things. He then left me to go to the cabin where he said it would take him around 40 minutes to sort everything out. He comes back saying that he has bad news, the cabin was a mess and "destroyed" and he couldn't call a team to fix it as it was already too late. I ask him what he would do next, he says that he would come first thing the next morning with a team to fix it. On this same day he tells me that the specs will be 80mbit in download and 20mbit in upload (similarly to what I already had at the previous apartment).
Now the nightmare starts.
02/06/2021 - The Engineer doesn't show up and I am almost 4 hours in the chat trying to explain the problems. I speak with a manager that reassures me that an Engineer will come on 04/06/2021 to fix all the problems the cabin has and finally have internet. Beforehand, one of the employees in customer services tells me to try to connect to the internet anyway in the evening as it might work. I do that, and surprisingly there is connection - even if very weak. The specs are around 15mbit download and 0.6mbit upload (terrible), but that's not the worst part. There is huge latency with ping going over 300ms and with a jitter that goes over 30ms. Let's say that this is an impossible situation for any user. I tell myself that everything will probably be fixed with the appointment on the 4th, so I leave everything as it is and I'm just waiting for the day to come.
03/06/2021 - I received a message (SMS) stating: "Your Fibre Broadband appointment date has changed to 03/06/2021. The engineer will arrive between 08:00-13:00 and will spend up to three hours setting things up." Well, it's now 17:17 and no one showed up (again!). So, I chat with customer service here on the website, where one of the advisors told me that he booked another appointment for tomorrow (04/06/2021). Hopefully, the engineer will show up this time and have everything fixed?
Did anyone have any similar experiences?
How can a cabin be so messed up and be so hard to get it fixed?
I would even be happy to have a slow internet connection but low and stable latency (300ms ping and such a high jitter ARE IMPOSSIBLE to have, literally nothing is working and I can't do anything more than just browsing).
Ping goes from 20ms to 300ms every 5-10 seconds, up and down, up and down.
High jitter is a consequence of this.
Considering that the apartment is basically at the CENTER of Greenwich, I find this even more unbelievable. There are flats 5 meters from here with 900mbits.
Ping Test: https://imgur.com/a/yTO7jC5
Please, any admin that can help me with this? I would appreciate it immensely.
on 16-06-2021 09:46 AM
on 16-06-2021 09:30 AM
on 16-06-2021 09:05 AM
Please can you run 3 wired ping and trace routes with a single device connected at the test socket and we can then pass this over to our Network Team for further investigation.
on 16-06-2021 08:28 AM
on 09-06-2021 06:46 AM
Is it only gaming which is currently affected? Do both computers connected wired with and without the powerline adapter experience the same issue. Is more than one game affected? Is the game freezing?
on 08-06-2021 01:02 PM
on 08-06-2021 11:26 AM
The line is in sync at 53mb currently and there DLM has made a change today and set the SNR at 5db so this may help.
Can you retest wired and see what the results look like.
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 08-06-2021 10:33 AM
Are you using any powerline adapters? Which router are you currently using (make and model) as I'm unable to connect to your router at the moment? I've also re-checked the connection stats and the sync speed has increased slightly since I last checked so it looks like DLM is still optimising the connection at the moment.
on 08-06-2021 10:06 AM
on 08-06-2021 09:39 AM
on 08-06-2021 07:15 AM
Thanks for confirming. Unfortunately we can't manually adjust the speed as this is managed by DLM to provide the best balance between stability and speed for the line. If the connection remains stable then DLM may increase the speed further. Could you run a wired ping and trace route and post the results into the thread please.
on 07-06-2021 05:03 PM
on 07-06-2021 12:29 PM
on 07-06-2021 10:13 AM
Thanks for confirming. I've re-run the line test now which hasn't detected a fault. What speeds did the engineer see when they tested? Did they also use a different router?
on 07-06-2021 08:43 AM
on 05-06-2021 05:26 PM
The Engineer seems to have fixed the cabin as the ping improved but there is still some spikes and jitter, much better but still not quite good.
Jitter over 10ms and 51ms unloaded and download/upload speed even though improved, they are much lower than what the Engineer showed me on his device.