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.

[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.