No Help from Talktalk with regard to low broadband speed

[Paul2008]

I have in the last 3 weeks contacted Talktalk to complain about my slow broadband speed ( I am only getting 10 which is far lower than the guaranteed minimum speed of 37) at least 5 times. Each time I get the same script which ends with "there is a fault on the line and we will request an engineer". Still nothing has improved. Then each time I complain again and its like the same conversation every time. I cant get put through to a manager and nobody wants to give a full name. Its so frustrating. I even asked if I could try a new router and was told no you cant have one. I dont know what else to do and I wish I had never joined Talktalk

[Michelle-TalkTalk]

Hi Dippery,

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[Dippery]

I get below 2mbps on Fibre65.Spent hours on phone and live chat trying to get them to do something.Looked at contract terms.Quote You can look forward to estimated download speed 1.66Mbps to 1.84 Mbps minimum guaranteed download speed 1.49Mbps e.t.c.Ofcom rules are speeds below 10Mbps are illegal.Will terminate contract.If early termination fee £10.20 per month is imposed i will appeal to Ofcom.

[Michelle-TalkTalk]

Hi Paul,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[Paul2008]

The speed issues are over both with every device disconnected from broadband. The tests conducted all say fault is at the telephone connection box in street and not in the house but no help received. I was hoping maybe a Talktalk employee would see my post and do something.

[KeithFrench]

What is the minimum download speed you have been quoted? Please log into the router & check the speeds reported in the initial dashboard area if a WiFi Hub, what are they? 

What make/model of router do you have, are these slow speeds over WiFi or Ethernet connections or both?