Internet Down DY6

[McParland57]

Been trying to get a response from Twitter for over an hour to understand why my connection keeps dropping every <5 mins.

Can anybody advise?

FYI - SamKnows has been taken over by CISCO and I can't find their lookup service..

[Chris-TalkTalk]

Hi McParland57,

Your current sync speed is 66.7Mbps, can you try running a speed test on fast.com please, and let us know how you get on

Chris

[McParland57]

Tried a different browser on a different device.  Same error message.

[Michelle-TalkTalk]

Hi,

Is it just the devices section that's not showing any info in your My Connection? Does everything else work ok? Could you also try a different browser please.

Michelle

[McParland57]

[Michelle-TalkTalk]

Morning,

Thanks for the update. I can see speed tests from this morning. Have you now been able to run speed tests since your last post?

Michelle

[McParland57]

I was sent a new router - which I installed Sunday and I now finally, to be getting the guaranteed speed TalkTalk promised in the contract.

There is still something wrong with my account as I can run the TalkTalk speed test in "My Account" as it says there are no devices connected to my router!

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on your line now which is clear. The sync speed looks very consistent and the connection looks stable for almost 14 days. Is the current issue that you're experiencing an intermittent connection?

Thanks

Michelle

[McParland57]

12 months on and the issue still persists.  I can only assume the engineers "working hard to fix the problem" are doing nothing of the sort.

The complaints process is a joke. False copy and paste platitudes in the email and agents still ignoring the issue AND ignoring the complaint about Talktalk not fixing this. 

[Debbie-TalkTalk]

Hi McParland57

Our complaints process is here Raising a complaint

[Gliwmaeden2]

You need to follow the Complaints process. Follow the link provided at the foot of any TT page, @McParland57.

[McParland57]

It WAS really frustrating 6 months ago.  It's past that now. It's into complaints territory.  Can you please provide an email address?

[Chris-TalkTalk]

I'm really sorry that it's taking so long to resolve, I know it must be frustrating.

Chris

[McParland57]

8 months now and I still can't run a speed test.  Same error message.

Disappointed that no one has ever followed this up - just left it open ended with a "there some issue but we don't know what and we don't know when it will be fixed".  

[McParland57]

Could you to request an eta and update please?  Not happy with this being left open ended, with no clue as to what is going on.

Thanks

[Chris-TalkTalk]

Hi McPartland57,

Sorry we don't have an ETA at the moment, we'll let you know when we have any more information 

Chris

[McParland57]

Wow.  It's been a month.

Could I please have an ETA for getting this fixed please?

[Michelle-TalkTalk]

Morning,

Apologies, no update as yet. The incident is still under investigation.

Michelle

[McParland57]

Hi

Any update please? I still can't run a speed test.

[Debbie-TalkTalk]

Hi @McParland57 

Thanks for your reply.

I'm not sure, the team just advised that this has been raised with our development team to resolve.

[McParland57]

Thanks for the response Debbie?  What is the issue?  Is it a new issue or one that's been about for 4 months?