Slow speeds

[Siannn]

Router keeps disconnecting, and telling me I am connected with no Internet connection and when it comes back on I end up getting really slow speeds everytime, I have it fixed and the normal speeds only last for 2 days maximum 

[Siannn]

I don't have a telephone connected 

[Chris-TalkTalk]

Is your telephone service working OK, is there a dial tone? Any noise on the line?

Chris

[Siannn]

Speeds have already dropped back down to 5mbps

[Chris-TalkTalk]

OK, thanks for letting me know

Chris

[Siannn]

Well the speeds are back up again since you run the line test, I've switched the router off for half an hour and have switched it back on, I will monitor it for the next day or two and let you know if it goes back down 

[Chris-TalkTalk]

I can't really see how it could be a problem with ourselves, the sync speed is dropping which is always really due to an issue somewhere on the line or home environment (the line is Openreach's responsibility). (If throughput speeds are low but the sync speed is high then this could potential be an issue at our end)

Chris

[Siannn]

 it is below guaranteed speeds and when it is up its for less than 24 hours, it's been ongoing since the 6th of August I have given it well over the 30 days for talktalk to put this issue right, I am unable to use the wifi when the router is only recieving 5-6 mbps, I have a stable connection at 5-6 mbps but anytime the speeds go up it is after talktalk run a line test and within a few hours the router starts flashing orange and white and when it returns back to white the speeds have dropped back down again, even the engineers are beginning to think it is am issue with talktalk rather than bt lines 

[Chris-TalkTalk]

Hi Sian

Line test is still picking up a potential problem. Could you switch the router off and leave it off for at least 30 minutes then switch back on and retest. Please let us know how you get on

Chris

[Siannn]

Really slow 

[Michelle-TalkTalk]

Hi Siannn,

How has your connection been over the weekend?

Thanks

Michelle

[Michelle-TalkTalk]

No problem, we'll check back in with you next week.

Michelle

[Siannn]

Okay and I will sort out sending a router back on Monday as I'm busy with a lot of appointments over the weekend 

[Michelle-TalkTalk]

Hi Siannn,

Thanks for the update. If the speeds are still dropping with the new router at the test socket then the only option we have is the arrange another engineer visit, apologies for this. We'll check back in with you on Monday to see how the speeds have been over the weekend?

Thanks

Michelle

[Siannn]

I turned the router off and turned it back on, and speeds have come back up, the connection is fine it just can't seem to get a stable connection 

[Siannn]

So what was the point of the last 5 engineers? Literally everything has been replaced amd it still does not work, at this point I feel like talktalk are just trying to charge me extra for a service I don't even recieve 

[Michelle-TalkTalk]

Good morning,

I'm really sorry to hear this. I've re-run the line test now which is clear, however I can see that the sync speed has dropped. If the set up hasn't changed and the speed has dropped at the test socket then the next step will be to arrange another engineer visit to the property.

Please can you confirm acceptance of potential time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can arrange this visit for you.

Thanks

Michelle

[Siannn]

Like I said even an engineer doesn't seem to be able to fix it for more than a few hours 

[Siannn]

Already having slow speeds again 

[Debbie-TalkTalk]

HI @Siannn 

Did you receive a returns bag when you received the new router?

[Gliwmaeden2]

Look for a returns bag in the packaging whether of the old or new router, and return the unwanted one free of charge using the prepaid label, @Siannn.

Keep a certificate of posting. 

Staff can send you a bag if there isn't one already provided.