Slow Speeds on Devices

[sgohagan]

Hi, I've been with Talk Talk for a while and getting pretty miserable speeds. It's been lower than what I was promised to the router and the speeds to the devices is abysmal. I was promised ~39 Mbps and am getting 34 Mbps with only 2 Mbps download/3 Mbps upload to my device. I've even gone as far to buy a pretty expensive wifi card for my PC as hardwiring it through ethernet is not possible in my flat.

I've gone through the troubleshooting with your tech team and am wondering if it is possibly the router. I've had it for years and have since upgraded to Fibre 65 with very minimal upgrade in terms of speed. It's getting to the point that when my wife is playing games, online I can't even watch Netflix without it throttling the connection.

Any advice is appreciated.

[Debbie-TalkTalk]

Hi sgohagan

I'm so glad to hear that the returns bag has arrived, thanks for letting me know.

Debbie

[sgohagan]

Yes! It came yesterday, just sending it now. 

[Debbie-TalkTalk]

HI sgohagan

Did the returns bag arrive?

[Debbie-TalkTalk]

Hi sgohagan

Our Warehouse Team have advised that there appears to have been a delay with the order but the returns bag was showing as dispatched on 05/02. You should hopefully receive this today or tomorrow.

Thanks

[Debbie-TalkTalk]

Hi sgohagan

Apologies for this. I have escalated this to our Warehouse Team and I will post back here as soon as I have further updates.

Thanks

Debbie

[sgohagan]

Still no returns bag!

[Debbie-TalkTalk]

Hi sgohagan

Ok, I will check in again with you tomorrow.

Thanks

[sgohagan]

Hi, still no returns bag today but there was no post at all on Saturday so maybe it's still on its way?

[Debbie-TalkTalk]

Hi sgohagan

Ok, thank you.

Debbie

[sgohagan]

Hi Debbie,

Not yet! I'll see if it arrived tomorrow.

[Debbie-TalkTalk]

Hi sgohagan

Did you receive the returns bag?

[Debbie-TalkTalk]

Hi sgohagan

Apologies, I've ordered this for you now, please allow 48 - 72hrs for this to arrive.

Thanks

[sgohagan]

Hi Debbie,

Unfortunately, I didn't get a returns bag in the package. What should I do?

[Debbie-TalkTalk]

Hi sgohagan

I'm so glad to hear this 🙂

Yes please keep the new router and can you return the old one using the pre paid returns bag.

I have sent you a Private Message with a link to a short survey for the Community.

@Divsec  We sure do 🙂

[Divsec]

Hi @sgohagan love it when a plan comes together! Was there a returns bag in with the new router? If yes send back the old one using the bag and prepaid label. If not Debbie will advise tomorrow.

So pleased for you. 

X

[sgohagan]

Hi all,

My new router just arrived and I set it up.

Good God Almighty, the speeds are insane. 

Thank you so much. What will I do now? Can I keep this new router? What will I do with the older router?

Please let me keep it, it's so good. 

[Debbie-TalkTalk]

Hi sgohagan

Thanks for your reply.

I've requested that a replacement router is sent, please allow 48-72hrs for this to arrive.

Let us know how the connection/speed compares with this router.

Thanks again.

Debbie

[sgohagan]

Hi Debbie,

Yes, that would be great. I don't know the make of the one I have just now but I reckon it's the one I was sent out maybe 6-7 years ago? Considering it's been switched on constantly since then, I wouldn't be surprised if it was struggling. 

[Debbie-TalkTalk]

Hi sgohagan

Are you happy for me to send a replacement router for testing?

[Divsec]

@sgohagan well there's progress thanks for getting back. Best now to wait for @Debbie-TalkTalk to work her magic