Hi, I'm Gondola.
I joined this community because it seemed the best starting point to get help with TalkTalk's super router that didn't perform properly. Technical help / troubleshooting seems to be really effective with the joint help of OCE's and the knowledge of Community contributors.
I've already experienced both positive customer service, talking to the offshore call centre, and dishonourable customer service via a chat agent.
I do believe that our community, here, is a fine place to help with technical issues, sharing and building on ideas including improving the customer experience and motivating TalkTalk to communicate better with its customers. My ideal community is where it's easy to get help before there's need to complain or confront. This Community has that potential.
Where I live we have a community email. It's brilliant. Sharing notices about events and opportunities, neighbourhood watch info and requests for help drawing on the combined resources of all of us. It brings us together. Our strength accelerated the fibre broadband roll-out to our homes.
Community works. I've had the very best of help from Community members and the TalkTalk Community Team. I'm 'paying it forward' as a Community contributor helping out as best as I can. You'll have seen me regularly in the TalkTalk Mail forum. My background in broadcasting and telecommunications means I'll be seen in most of the other forums from time to time.
Stephen, Community Manager
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
That's a lovely introduction. People like yourself are a great help to people like myself who have no idea about technical things and find the language of technology confusing. I don't know what an OCE is for instance. I will write an introduction about myself when I work out how to do it! I have only joined this community today, in desperation I must add but you have already helped me.
Always pleased to help if I can and a warm welcome to Community.
Some things need specialist help from the TalkTalk team and we're very fortunate to have a great team of TalkTalk OCE's (Online Community Executives) that we can escalate service issues to.
Every page on Community has the yellow Browse tab, top left, and selecting this takes you to all of the main posting points for Starting a Topic in the Community Forums. Search the Community for existing posts and solutions but to ask a question always Start a Topic of your own using the blue Start a Topic button top left of every forum.
If you ever need help or advice with your TalkTalk service then Help with your TalkTalk service is the place to go. Just select an appropriate forum e.g. Billing for billing issues, Email for email and webmail issues etc.
Here's 'Who's Who' on Community.
Krack attack is a theoretical hack of wireless devices as they set up a communication with a router's wireless access. It's not an attack on a router.
The router's wireless identity is cloned and transmitted on a different wireless channel and security keys are forged to fool the device into communicating with the fake wireless access. The hacker therefore needs to be close to the router and the connecting device so in-home use of wireless networks is probably as secure as ever.
Windows and iOS devices, in the way they work, aren't vulnerable to the hypothetical attack but Android devices are. So, to be security aware, anyone using android based mobile devices in public places should be aware that there is a potential vulnerability. But the use of public wi-fi is always a concern so this is just a heads-up to be even more security aware.
17 Oct 2017
Watch out for the scammers
|ADSL1||G.992.1||g.DMT||DMT standard for adsl1|
|ADSL2||G.992.3||g.DMT.bis||Improved modulation method with flexible framing and optimised use of RS coding gain within the frame structure. Enhanced channel overhead configuration.|
|ADSL2+||G.992.5||g.DMT.bis+||Doubling of the channels available for use.|
G.INP = G.998.4 Vectoring = G.993.5
HTTP 403 or 'Forbidden Error 403'
This means that the internet site that you're trying to access is probably there but is absolutely forbidden to you.
Of course if your Internet browsing is protected by TalkTalk HomeSafe / KidsSafe or other safety features in your browser or add-on real-time virus or malware apps then any of those features could be correctly blocking a potentially unsafe or unwanted site.
Manage /HomeSafe Settings
It'll take a few minutes to update the SIG platform where Homesafe controls your Internet access. If it was HomeSafe / KidsSafe blocking the website then that access will now be enabled.
Note: TalkTalk is a family friendly service provider. The Homesafe feature is a network level safety and security option protecting all broadband devices using a Service Intelligence Gateway (SIG Platform) set up by the customer's use of Homesafe. The customer can choose not to use Homesafe or to activate and deactivate Homesafe as they need. More about HomeSafe (Click here).
Log on to XBox.com scroll right down to the bottom and bottom left click on the world symbol where it says (English United States) and change your country code to English United Kingdom.
So long as the cookie storing this setting remains in place then every time you visit you'll go to the UK version of the site.
HomeSafe / KidsSafe Website Blocking Issues
I'll explain how to set up a Firefox Internet Browser, HomeSafe and the TalkTalk Super Router to block or allow specific websites.
Firefox Browser - Update and select no proxy
On the top menu bar select:
MyAccount - HomeSafe settings
Router - Check TalkTalk DNS settings
If all of the above is done then HomeSafe should work as expected, blocking or allowing sites as required.
If there is still an issue it may be with the link between MyAccount and the SIG platform on which HomeSafe acts as a gateway to the Internet. It'll need to be investigated as an individual case.
G.fast - 150 and 300Mbps Ultrafast Broadband
TalkTalk Faster 150 Fibre and the Faster 300 Fibre Speed Boost use a technology called G.fast to deliver faster broadband speeds over short distances from the G.fast cabinet to your home. The minimum guaranteed access line speed is 90Mbps. Here's an illustration of the infrastructure for TalkTalk's unlimited broadband packages.
The first G.fast Ultrafast Broadband locations are:
How much does it cost?
These are fixed monthly prices for the duration of the 18 month contract and include line rental. More information here including special offer prices
Signing up and Setting up
The G.fast team on 0800 049 2326 (8am-8pm) will check availability and upgrade your TalkTalk package. It's an Openreach engineer installed product using an Openreach G.fast modem. It may take up to 10 working days after ordering for the G.fast service to go live, a little longer if a new line is required. The team will arrange the free engineer visit any time after that between 8am-8pm on Monday to Friday.
The engineer will need 2-3 hours to set up the Openreach modem and TalkTalk router and test the G.fast connection. You’ll need at least two power sockets. The equipment set up will look similar to this:
The engineer will set up your G.fast service as follows:
The G.fast service is compatible with all of your existing 'phone and TV services including the TalkTalk TV Box and TV services including TV Boosts and TalkTalk TV content purchases.
TalkTalk ultrafast broadband products Faster 150 Fibre and Faster 300 Fibre launch to new customers on 24 April 2018 - Press Release
For Information - Openreach NGA2008/19 Change to G.fast minimum (speed) selling rule 28/06/2019
Openreach have modified the G.fast minimum speed (selling rule) from 100Mbps to 120Mbps downstream. Designed to improve customer experience and create more certainty on speed for lines at the edge of the G.fast network range.
@Gondola , with reference to your earlier post about two months back asking on the new package, both of these two are tied.
Apart from testing the connction, the engineer will ensure services are up and running before they leave the customer's premise.
More full fibre roll-outs like TalkTalk UFO in York are the way to go. Unbeatable speed / price!
But taking the opportunity to trial the Openreach G.fast 160/30 and 330/50 products at their new launch prices is an exciting move by TalkTalk.
Any news of a TalkTalk trial of Openreach FTTP 160/30 and 330/50 products at their new prices (same as G.fast) or indeed any of the Openreach FTTP products?
CallSafe is now available. Key 1472 from your 'phone and press 1 to activate another free phone feature from TalkTalk. CallSafe screens callers for you.
Your wanted callers get straight through but others have to announce themselves by name. At that point, before you're even aware of the call, the scammers usually hang up so you're never disturbed. It offers the real potential of no unwanted calls.
You can also activate in MyAccount. Select MyServices > Manage CallSafe and switch ON. Your regularly called numbers will already be allowed and you can add more wanted callers to the Approved list or add numbers to the Blocked list.
The full Help page details are here: CallSafe (Click here)
And here's a video to explain how CallSafe works:
BT Launch 152Mbps and 314Mbps G.fast and FTTP packages1 - 16 January 2018
Today BT ULTRAFAST 1 and 2 packages offer G.fast or FTTP for the same price reselling the Openreach 160/30 and 330/50 G.fast or FTTP products.
BT provide a 100Mbps speed guarantee giving customers £20 compensation if speeds drop below 100Mbps. New customers can claim a £110 BT Reward Card, but both packages have £59.99 setup fees.2
BT ULTRAFAST 1 (up to 152Mbps)
PRICE: £54.99 per month (TalkTalk trial G.fast 150Mbps price £36 and £40 after 18 months)2
BT ULTRAFAST 2 (up to 314Mbps)
PRICE: £59.99 per month (TalkTalk trial G.fast 300Mbps price £42 and £50 after 18 months)2
Openreach’s FTTP and G.fast networks together cover around a million premises. G.fast is expected to cover 10 million premises and FTTP 2 million premises, around 40% UK coverage, by the end of 2020. Openreach plans to push FTTP to 10 million premises by around 2025.
1. Sources - BT ispreview TalkTalk g.Fast trial
2. Prices correct as at 16 January 2018
Apologies for the late reply Gondola.
Spot on the above, though their £20 compensation one is a bit interesting - if you read the terms and conditions on how it can be claimed, they haven't explicitly mentioned how it will be treated for customers with older devices or places where the in home environment can have an impact to the wireless speeds. We suspect they will be using the sync speeds coming on the router to challenge the customer.
BT Ultrafast Speed Guarantee Terms and Conditions
Yes, there are hoops to jump through. Capped at 4 claims a year and they may send an Openreach engineer (who may claim there's no fault on the line so that's a possible £129 customer charge!). But assuming the router is at the Test Socket (for g.Fast) or the Optical Network Termination equivalent of the Test Socket for FTTP in accord with the BT terms and conditions the customer is being offered a reassurance that speeds will be at least above the minimum 100Mbps carried out with the BT speed-checker. They don't mention access line speed or sync speed which is interesting.
The TalkTalk minimum guaranteed line speed of 90Mbps (for the g.Fast trial) is an access line speed or sync speed as reported by the router.
I'm still very keen to see Openreach drop FTTP (+ simultaneous provide) prices further. But Openreach offering the same introductory prices for both g.Fast and FTTP has filtered through to BT Retail also offering the same prices for g.Fast and FTTP Ultrafast products. Inevitably they'll be capturing more customers with this move.
As you know, I'm still keen on TalkTalk also reselling a range of FTTP products so we have consumer choice on full fibre and the ability to stay with TalkTalk on speeds greater than LLU ADSL2+ can offer.
Ours (and I'm presuming in BT's case as well) it is the sync speed on the router. BT have started the new above the line push with an one box setup, though some of the old trialists are on the old two box setup.
On the FTTP package, in principle BT have renamed Infinity 3 and Infinity 4 packages to the new Ultrafast 1 and 2 package respectively. So, regardless if you live in a G.fast or FTTP enabled area, they want to offer it as one tier product stand and keep it different to regular fttc products.
Absolutely valid on your point - hence at present we're exploring at all options.