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Introduction

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Community Star

Hi, I'm Gondola.

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.

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

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Community Team - TT Staff
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Community Manager - TT Staff
Welcome to the community and thanks for all your ideas and suggestions 🙂

Stephen, Community Manager


Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences


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.


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Chatterbox

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. 

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Community Star

Hi @Mrsmiserly

 

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.

 

Community Who's whoCommunity Who's who

You'll find more information on the Community Homepage (Click here) which is also a good starting point to explore from. 

To post an Introduction about yourself click here.

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

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Community Star

 

The first of its kind TV remote offers little ones more control over the content they want to watch and gives them instant access to a new Kids Zone on TalkTalk TV. TalkTalk TV Kids remoteTalkTalk TV Kids remote

 

Not only does this safe viewing zone make it easier for young children to scroll through the shows they love, it also makes it impossible for them to return to normal channels, or recordings, without adult supervision.

TalkTalk is the first provider to offer a remote accessed Kids Zone on its TV service.  The TalkTalk Kids TV remote just operates on that Kids Zone and allows parents control of the shows they want their kids to watch (or no longer watch), as well as setting friendly bedtime reminders to help avoid tantrums before the TV automatically goes to sleep.

Kids ZoneKids Zone

 

 

Content may vary from that shown 

 

The TalkTalk TV Kids Remote has a one-off cost of £5 (batteries included) and the Kids Zone TV Boost is available on a rolling 30 day at a time contract for £6 a month.

Buy both via LiveChat or with a TV Plus Package (Click here).
More about Kids Remote (Click here).

Press Release 3 Aug 2017 TalkTalk TV Remote for Kids

Press Release 2 Jul 2018 New Hopster content - 500 episodes on demand for Kids

★ Gondola ★

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

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Community Star

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

 Gondola - Volunteer 2017-2020

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Community Star
Type Standard Modulation Tech Notes
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.
VDSL2 G.993.2  

Extensions: 

G.INP = G.998.4    Vectoring = G.993.5

Thanks to Kitz  
 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

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Community Star

  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  

 

  • Log in to MyAccount > My Services > View Homesafe Settings
  • Scroll down a bit
  • Select Choose which websites to block and allow
    Select KidsSafe on if needed
  • Tick the categories of websites to block or untick to allow
  • Add the Internet address of your unwanted or wanted site
  • Select Block or Allow
  • Scroll down and Save changes


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).

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

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Community Star

Hi @Thistle97

 

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.

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

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Community Star

  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:

  • Help > About Firefox > Check for Updates > Update > then restart Firefox
  • Tools > Options > Advanced > Network >
    Connection, click on Settings, select No proxy, click on OK
    Cached Web Content > click on Clear Now

 

  MyAccount - HomeSafe settings  

 

  • Login to MyAccount > My Services > View HomeSafe settings
  • If KidsSafe protection is not required at all, select Off
  • If On, then click on Choose which websites to block or allow
  • Tick the categories of websites to block or untick to allow
  • Enter the website addresses > Click on Block or Allow > Scroll down and Save changes
  • Check the addresses are accurate
  • Logout of MyAccount


  Router - Check TalkTalk DNS settings  

 

  • Connect a device, that uses Firefox Browser, to the router   > open Firefox Browser > enter 192.168.1.1 in address bar > Press or tap keyboard Return
  • Login to the router > Username: admin > Password: (default is on the top of the label on the back of the router)
  • Check the DNS settings are TalkTalk Primary DNS Server 79.79.79.79 and Secondary DNS Server 79.79.79.80
  • HG633 or HG635 routers > Click on Internet > Internet Connection (Click Edit, update DNS settings and save changes if needed) > Logout
  • Switch off the router for 30 minutes


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.

 

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

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Community Star

G.fast - 150 and 300Mbps Ultrafast Broadband

 

TalkTalk Faster 150 Fibre Note2 and the Faster 300 Fibre Speed Boost Note2 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.

 

 

TalkTalk Broadband PackagesTalkTalk Broadband Packages

The first G.fast Ultrafast Broadband locations are:

  • Bath Kingsmead, Somerset
  • Brighton & Hove
  • Cheltenham, Gloucestershire
  • Cherry Hinton, Cambridgeshire
  • Derby, Derbyshire
  • Donaldson, Edinburgh
  • Gillingham, Kent
  • High Wycombe, Buckinghamshire
  • Leamington Spa, Warwickshire
  • Luton, Bedfordshire
  • St. Austell, Cornwall
  • Swansea, Wales

How much does it cost?

  • The Faster 150 Fibre package had a pre-launch introductory price of £36. (Launch price £40)
  • The Faster 300 Fibre Speed Boost had a pre-launch introductory price of £42. (Launch price £50)

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:

 

 

G.Fast Faster 150 Fibre SetupG.Fast Faster 150 Fibre SetupThe engineer will set up your G.fast service as follows:

  • The broadband cable is plugged into the Master Socket.
  • The broadband cable's free end is plugged into the DSL port on the Openreach modem.
  • The Openreach G.fast modem is connected to power and switched on.
  • The Ethernet cable is plugged into the LAN port on the G.fast modem.
  • The Ethernet cable's free end is plugged into the WAN port on the TalkTalk Super Router.
  • The Super Router is then connected to power and switched on.
  • Devices can now be connected to the router and work with up to 300Mbps line access speeds. (90Mbps guaranteed)
  • The engineer will check and test that all services are working.

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.


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.


Note 2 - 09/11/2020 - Products are relaunched as Fibre 150 and Fibre 250

 Gondola - Volunteer 2017-2020

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UFO Support

@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.

 

Kind Regards,

 

Farhan.

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Community Star

Hi farhan

 

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? 

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

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UFO Support

Hi @Gondola,

 

Under evaluation and consultation with OR.

 

Kind Regards,

 

Farhan.

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Community Star

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:

 

 

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

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Community Star

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

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

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UFO Support

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.

 

Kind Regards,

 

Farhan.

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Community Star

Hi Farhan

 

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.

 

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

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UFO Support

Hi Gondola,

 

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.

 

Kind Regards,

 

Farhan.