broadband speed issues, talktalk fobbing me off.

[yatznet]

i have been a talktalk customer for some time now and upto last month i was getting a minimum of 13mbps download speeds which is about right as im ment to get between 12.8 - 17.7mbps with a guarentted minimum of 11.1mbps but over the last 5 weeks it has been 9.5mbps i tried reporting it 3 weeks ago only to be told " we cant check right now as were doing upgrades to our systems" and tried again yesterday only to be told "yes you are below the minimum guarenteed speeds but its by a acceptable amount so we cant do anything about it" i disagree i dont find it acceptable at all. when i was getting 13mbps which isnt exactly lightning fast anyway and it drops to 9.5 it makes a noticable difference. how is this acceptable? its dropped below the minimum guarenteed speed "keyword there guarenteed" how is that acceptable? and how is being fobbed off instead of talktalk actually doing something about it acceptable? it is not! i want my speed back to atleast the minimum guarenteed and as a customer of talktalk i think they owe me atleast that much.

[CaptJohn]

Beware of being fobbed off by TalkTalk technical department on the Chat line. My problem is a speed reduction caused by a noisy line. This was explained to me by a BT Openreach engineer when I had the same problem a while ago.

This is how it goes: Noise on the line causes a drop in speed as it is trying to compensate for the interference. When the noise disappears or is cleared up the speed remains slow as it will not automatically reset. It has to be reset to its optimum value by (probably) BT Openreach.

The BT Openreach engineer told me that the TalkTalk "technical" department will only have a limited knowledge of this and will go through their standard procedure of sending a new router (unnecessary).

When I try to explain this to the technical department they do not listen. Neither do they refer back to historical data. I don't blame them really. They have limited knowledge and limited resources. They just have written procedures and the ability to keep on sending out new routers.

[Debbie-TalkTalk]

Hi yatznet

That's great news, thanks for keeping us updated 🙂

Please let us know if you do experience any further issues.

Debbie

[yatznet]

brilliant. seems to be holding at around 17.6mbps which is more than what i expect for my line

[Debbie-TalkTalk]

Hi yatznet

Apologies for the delay.

How has the connection been since your last post?

Thanks

Debbie

[yatznet]

how can you send me a text apologising for not being able to fix my problem when my problem is speed which as you can see above is now clearly better than my line is expected to get? i think someone jumped the gun on that text.

[yatznet]

engineer has been and gone. he couldn't find a fault on the line, but couldn't get the line to sync either, he has replaced the master socket with a pre filtered one cos the other one was obsolete "obsolete is his word" and reset DLM now im getting speeds of 17.8mbps but im expecting this to drop over the next few days cos dlm will have to monitor for errors etc. but 17.8mbps is faster than i have ever got on talktalk. even when talktalk was first installed i only got 14mbps. so both myself and the engineer are thinking it could be the obsolete phone socket  causing the drop, i guess time will tell i will continue to monitor this.

now other than monitor my speeds to find out if i drop below minimum again the only other thing i need to find out is whether or not im going to get charged for this visit.

[Chris-TalkTalk]

Hi yatznet,

I've received confirmation from our network team that the engineer visit is booked for tomorrow 19/07 AM (08:00-13:00). - please let us know how you get on

Chris

[Chris-TalkTalk]

Hi yatznet,

Thanks for the PM, I've passed on your availability to our network team. We'll let you know when we receive confirmation of date/time slot booked

Thanks

Chris

[yatznet]

i have responded to that message

[Debbie-TalkTalk]

Hi yatznet

The next step will be to arrange a BT Openreach engineer visit.

I'm just sending you a Private Message to confirm some details so we can arrange this visit.

Thanks

Debbie

[yatznet]

i'll look forward to it 🙂

[Debbie-TalkTalk]

Hi yatznet 

I've requested an update on this fault from our Network Team and I will post back on this thread as soon as I receive further information.

Thanks

Debbie

[yatznet]

can i get a update please

[Debbie-TalkTalk]

Hi yatznet

Thanks for your reply.

I've escalated this fault over to our Network Team for investigation.

Please can you post back on this thread tomorrow morning and we can check for further updates on this fault.

Thanks

Debbie

[yatznet]

i already did, it seems to be fine on there's

[Debbie-TalkTalk]

Hi yatznet

Thanks for your reply.

Alternatively would it be possible to test your phone on a different line? (friend or family)

Thanks

Debbie

[yatznet]

unfortunarely not.although i really doubt its wireless interferance cos if it is it wouldn't explain my broadband speed drop.

[Debbie-TalkTalk]

Hi yatznet

Do you have a corded phone to test with? (just to rule out any wireless interference on the cordless handset)

Thanks

Debbie

[yatznet]

its cordless . i tested it from the test socket with and without the router and the noise still existed both ways.

[Debbie-TalkTalk]

Hi yatznet

Noise on the line can affect the broadband connection so we have to investigate this first.

Are you using a corded or cordless phone?

Did you test with the phone directly at the test socket with the router removed? Was the noise still present?

Once we have confirmed this information then we can raise this fault over to our Network Team for investigation.

Thanks

Debbie