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Talktalk doesn't know Sync Vs throughput

mohammedusman11
Team Player
Message 34 of 34

I've been having broadband speed issues for the past month and unfortunately it's gone on this long because the advisors I've spoken to don't seem to understand the difference between sync and throughput speed. If they could understand the simple difference they wouldn't waste my time suggesting it's a WiFi issue! 

 

Really good explanation from talktalk on https://community.talktalk.co.uk/t5/Our-Blog/How-broadband-speed-works/ba-p/2253924

 

A pretty simple question (which the talktalk technical team couldn't answer) if my line is syncing at 21Mb is it possible my download speed will achieve the 43Mb minimum speed guarantee? 

Usman
33 REPLIES 33

Message 1 of 34

Hello,

 

Once a complaint is with our CEO's Office then we can't assist via the Community. Your CEO contact will be able to advise on your next steps if you're unhappy with the complaint resolution.

 

Thanks

 

0 Likes

mohammedusman11
Team Player
Message 2 of 34

@martswain and @ferguson thanks I was just trying to give talktalk the opportunity to do the right thing, but unfortunately I don't think that's going to happen anytime soon, so it probably will just go to CISAS

Usman

martswain
Philosopher
Message 3 of 34

@mohammedusman11 if you want a third party to intervene you need to make a formal complaint, then if that is not resolved to your satisfaction you will receive a "deadlock" letter.

 

Only then can you take things to CISAS/CEDR who are the body that TT use.

 

The "complaints" link is at the bottom of this page.

 

As you are dealing with the CEO office, neither @Michelle-TalkTalk  or any other staff member will be able to comment or offer further assistance here.

0 Likes

ferguson
Community Star
Message 4 of 34

If you are unhappy at the settlement offered by TalkTalk and do not wish to accept it then by all means take it to Cisas, they are the independent dispute body which TalkTalk are signed up with. There really is no point pursuing it here on the community, it is beyond reach here now. But do let us know how you get on. 

Message 5 of 34

Hi Michelle,

 

I had a response today, not sure what planet talktalk are on but £115 for:

  • 2.5 months of unusable broadband, rental plus inconvenience
  • Atleast 15 hours of my time spent on spelling it out for your "technical" team who unfortunately didn't seem very competent. Including setting up various diagnostic tools to prove what should have been obvious on talktalk systems
  • 8 engineer visits, around 5 needed access to the property so had to wait in
  • Then there's all the hours spent on phone calls and emails with talktalk.

If Talktalk are struggling to work out what that's worth, perhaps the ombudsman might be able to assist? 

Usman
0 Likes

Message 6 of 34

Morning,

 

Thanks for the update and I'm sorry to hear this. Please let us know if you don't hear anymore over the next 24-48hrs.

 

Thanks

 

0 Likes

Message 7 of 34

In normal circumstances I'd probably just want a partial credit for the days without service.

 

However, something that took 7 weeks to fix with 8 engineer visits (a few didn't require access to the property) whilst I had broadband that was constantly going on and off isn't probably something that happens too often (even by Talktalk standards)

 

At first their "technical" couldn't even accept there was an issue despite apparently not even being able to look at sync speed to the router, DSL connection drops and line errors. So unfortunately it meant stating the obvious to them with stats, but ping and trace results weren't something they understood. Instead they wanted me to plug the RJ11 directly into the test socket (which is a BT phone plug) without a filter but they wouldn't accept a square plug won't fit in a rectangle socket. 

 

I'm yet to receive the full report but the fault was a faulty pair between the cabinet and property, numerous corroded joint along the way, they did a lift and shift so I'm guessing there was also a problem with the port.

 

I very much doubt there will be an offer let alone a decent one from the CEO case handler, who has disappeared as of Wednesday and prior to that didn't really do a great deal to get the issue fixed. I had to myself contact someone senior in technical who got one of their people to sort it out.

 

 

Usman
0 Likes

martswain
Philosopher
Message 8 of 34

@mohammedusman11  if your complaint was escalated to the CEO office, then it will be up to them to decide the level of compensation you will receive, staff here will not get involved.

 

As you did not have a total loss of service, it is unlikely TT's automatic compensation terms will apply.

 

There is no entitlement to compensation for loss of your time or any other consequential losses, I hope you get a decent offer from your CEO office contact.

 

What, exactly, was the final verdict as to what was causing your issues ?

mohammedusman11
Team Player
Message 9 of 34

The fault is finally fixed, bearing in mind the internet was unusable, disconnecting 100s of times a day (DSL connection to the router not WiFi). 

 

The "technical" team weren't very technical so had to do my own troubleshooting to prove there was a problem, in the end took 7 weeks, 8 engineers to finally fix the issue! 

 

It now seems the speed of your CEO complaints handler is about as slow as my broadband was when it wasn't working! Or there's just no real sense of urgency as there wasn't when the fault was ongoing. It's not really an issue that's going to disappear because I spent atleast 15 hours of my time on this (which doesn't come free) and I want compensation for the inconvenience of having unusable broadband.

Usman
0 Likes

Message 10 of 34

OK thanks for letting me know


Chris

mohammedusman11
Team Player
Message 11 of 34

Hi Chris, 

 

Thank you, seem to hopefully be getting somewhere, appears to be a lift and shift issue 

Usman
0 Likes

Message 12 of 34

Hi mohammedusman11,

 

How are you getting on? if you'd like us to arrange the engineer visit just let us know


Chris

0 Likes

Message 13 of 34

Hi mohammedusman11,

 

I've run another line test, it's picking up a potential issue and showing lots of reconnections over the weekend, to look into this further we'll need to arrange an engineer visit, if you'd like us to do this please let us know


Chris

0 Likes

mohammedusman11
Team Player
Message 14 of 34

Hi Karl,

 

I've attached pingplotter results, one to google and the other to a local device to prove no packet loss / drops on the internal network. Also on the attachment is the Think Broadband quality monitor chart (live link: https://www.thinkbroadband.com/broadband/monitoring/quality/share/7f9855c63f8b12f31ca4521c1deb082022...) and data from the SamKnows box. 

 

The drop occurs at what looks to be on local exchange / LLU equipment, which in turn drops the DSL connection, looking at the logs on the router it would appear the firewall is restarted following a DSL connection drop hence the drop at hop 1, which happens after the drops on Hop 2-4. I would appreciate your thoughts on this, perhaps it would be worth looking at the stats for your equipment if there's any signal quality or hardware issues there?

 

Regards.

Usman
0 Likes

Message 15 of 34

Hi

 

Wouldn't hurt to have a couple of trace routes to show the failure if you do decide to progress to an engineer.

 

Karl.

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0 Likes

mohammedusman11
Team Player
Message 16 of 34

Hi Debbie,

 

I'll hold off with booking engineer for the moment, want to monitor it for a couple hours and see how it progresses. The SamKnows box has been connected for a week and has recorded the disconnections, this morning I've setup a thinkbroadband quality monitor and also pinging my external IP from a leased line to see if all the results tally up. 

 

Since setting up the thinkbroadband and ping from the leased line the samknows box has recorded 7 disconnections between 08:54:07 - 09:54:13, which tally up with the pings below:

 

08/10/2021 08:54:55 Reply from 92.11.***.**: bytes=32 time=19ms TTL=55
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There were a further 5 disconnections recorded on the SamKnows box between 10:51 and 11:02 which also tally up with the ThinkBroadband monitor and the ping request. 

 

Is it going to be worth having trace route using something like PingPlotter to demonstrate the point of failure? 

Usman
0 Likes

Message 17 of 34

Hi mohammedusman11

 

Would you like me to arrange an engineer visit?

 

Thanks

 

Debbie

0 Likes

mohammedusman11
Team Player
Message 18 of 34

Hi Debbie,

 

That's odd the disconnections aren't showing your end, so far today there's been 19 instances amounting to 2h 14m downtime. The live connection test on talktalk.co.uk still shows a fault (maybe the website is broken) but after you input "Enter your contact number (mobile preferred)" and press continue it just says there's been a technical error. 

 

I've attached a graph from the a Samknows Box (dedicated broadband monitoring device) which shows all the disconnections since I connected it around 7am last friday (01/10/2021). 

 

I've just setup a ThinkBroadband monitor to capture the issue from the outside and correlate to the Samknows data. The link is https://www.thinkbroadband.com/broadband/monitoring/quality/share/7f9855c63f8b12f31ca4521c1deb082022... it's setup with a dynamic dns name so it should continue working even if the external ip address changes. 

 

Regards

Usman
0 Likes

Message 19 of 34

Hi mohammedusman11

 

I'm sorry to hear this.

 

The line test has not detected any faults and the line is in sync at just under 64mb.

 

If the connection is still dropping with the router at the test socket then the next step will be to arrange another Openreach engineer visit.

 

Thanks

 

Debbie

0 Likes

mohammedusman11
Team Player
Message 20 of 34

Hi Debbie, 

 

It seemed to have settled after the engineer visit, had couple of disconnections in the evening (nothing like before) and one just after midnight but was ok until 10am and since then back to the same issue.

 

I've already tried the following: 

1) swapped the v4 faceplate for a traditional filter in the engineer socket

2) I've bought a third party router and replaced the DSL lead.

3) The landline phone has also been replaced with a new simple corded phone. 

 

It's got to be an external issue as I've changed everything past the master socket. 

 

 

 

 

 

 

Usman
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