Slow router speeds

[BevTalk62]

Quick question as it’s Sunday evening in UK. Experiencing very slow download speeds 10mps and less for a few hours. Have run connection test and was prompted to download the Routethishelps app which I did. Followed all instructions and sent a photo, and provided the code, only to be told by the bot no agents available till Monday! How very frustrating! My question - do I have to start it all again tomorrow or is there anyway I can jump on part way through the process since it’s all on the app and presumably saved by Talktalk? Case number REP-16304240.

[amahle-TT]

Please give us feedback if everything went well, thanks.

[nambuso-TT]

Hi there @BevTalk62, No worries, please do let us know how it goes.

[BevTalk62]

@Philile-TT @I could not wait so I contacted support via My Account, after performing all the required tests, they deem it appropriate for Openreach to visit and that has been booked.  My speed is more like normal, but the agent, Yaseen from Technical Support said the engineer visit was necessary despite me worrying I would end up incurring a charge. Said the engineer was necessary to check outside the property etc. so thank you for your involvement and I will update the thread when the issue is resolved.

[BevTalk62]

@Philile-TT  - download speeds are very slow again, approx 10-12 Mbps. Do you have any idea when there will be an update? Do I continue here on the Community to resolve the issue? It’s great that you are to help.

[BevTalk62]

Good morning. Yes, I am at home at the moment. 

[Philile-TT]

@BevTalk62 are you currently at home? 

[Philile-TT]

Hi @BevTalk62 I will look into this for you. 

[Gliwmaeden2]

Agent contact times are given here, @BevTalk62, for both Phone and Chat support:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...

Forum staff respond Monday to Friday, c 7am - 5pm.

[Gliwmaeden2]

Yes, I was suggesting that there was a genuine link to Routethis by posting the comment from someone on Reddit, @BevTalk62.

You hadn't mentioned My Connection in your post. People talking about bots are usually referring to the Chatbot etc.

Please be clear about the route that you followed. 

[BevTalk62]

I thought I had gone via My Connection. In any case a text message to my phone from Talktalk also recommends the RouteThis Helps app. So I think there must be a Talktalk involvement somewhere along the line,MSM from Talktalk

this message is from another issue, but clearly mentions the app in question. I am confused!

[ferguson]

It's not the TalkTalk bot that is recommending that to you. 

[Gliwmaeden2]

Have never seen that, @BevTalk62.

You would normally go via My Connection on the Service Status Dashboard:

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

Edit: just did a search and got this interesting result:

https://www.reddit.com/r/UKISP/comments/1oebu9z/talktalk_and_routethis_help/

[BevTalk62]

Thank you for the info, I will wait for contact tomorrow, out of curiosity. Why does the talktalk support bot recommend you to download that app? All just a bit frustrating and confusing?

As usual, more comprehensive advice and info from the community. Thank you

[ferguson]

That's a third-party app and nothing to do with TalkTalk. The support team will pick your topic up tomorrow.