Request to TT for tech query update
On 7 February I switched from TalkTalk (TT) broadband only (line with BT) to TT Fibre to Cabinet – Fibre 65, with a calls boost. Minimum speeds per the contract are download (DL) 40.2 Mbps and upload (UL) 18 Mbps.
My DL speed (both Ethernet and Wi-Fi) is regularly 46.1 Mbps – no problem. My UL (both Ethernet and Wi-Fi) speed is 5.8 -6.0 Mbps – which is odd.
I rang Tech support and a helpful guy instantly said he thought the UP speed should be at least a minimum of 11 Mbps and that he would do some tests. After about 20 minutes the line was disconnected and reconnected, so the call was lost.
He did not call back so I rang again repeating my enquiry. The lady tested the DL speed and told me that the DL speed was above the guarantee, which is what I had told her. For probably 30 minutes she said she was doing further tests, in silence except when I enquired on progress when she communicated only that it was not UL tests she was doing. Then the line was disconnected and reconnected, so the call was lost. She did not call back even though she had my landline and mobile numbers.
I can understand that they may have accidentally or of necessity cut off the call but not why they were not customer focused enough to call me back. My calls were amicable so there was no reason for them to terminate the calls.
Please could the TT staffer monitoring this topic give me a status update - or advise how I can speak to someone prepared to take ownership of my enquiry and communicate effectively? My community profile is up to date.
Thanks. (You guys have always been so helpful on the email topic page.)
