BBC iPlayer buffering - HELP!

[JeffJ6]

I have a 2 year old JVC 40" smart TV with Blue Tooth connectivity. To start with everything was fine, but over the past few months the situation has got worse.

BBC iPlayer buffers so much that it becomes unwatchable. Sometimes I can't even get onto iPlayer, other times I get to the programme I want and then get a message to say "something has gone wrong - try again". Netflix can be affected, but to a lesser degree. When it gets really bad I go to my PC (10 feet away, with direct internet connection) with a suitable monitor to continue watching with no problem at all.

Is it my TV, my internet connection, or a problem with iPlayer.

If it's the TV I'm prepared to buy a new one (it's out of warranty now), but I need to know before I do.

[Karl-TalkTalk]

Hi

There is an open complaint on your account and this is with the complaints team who are looking at this.  There is little they can do if fibre is not yet available from your local cabinet and the seed issues will not be resolved fully until such time as this becomes available.

Thanks  

Karl. 

[JeffJ6]

Hi Karl,

I have just had a voicemessage from TalkTalk. The only reason I know that is because I Googled the number. The message was COMPLETELY UNINTELLIGABLE - I could not understand a word.

I have requested communication by email (to get around the problems with foreign accents).

Will you PLEASE convey my continuing frustrations to someone who cares.

Jeff

[JeffJ6]

Hi Karl,

Isn't that interesting. Twice during the CHAT I asked about FTTC:

You|15:00 PM
What about FTTC?

sindiswa|15:00 PM
You are currently on FTTC, Please allow me to consult with our technical team so they can check on your line as we speak?

You|15:17 PM
Can you confirm I am already on FTTC?

Janiet|15:19 PM
Upon checking, yes, you are connected to FTTC.

Hopefully you will understand my complete despair at ever getting a straight answer?

If the post code check indicated that Fibre is not yet available then they will not be able to upgrade your line at the moment.

If the Openreach engineer is correct my location is VERY low on the priority list: 10 homes at the end of a long private drive from the main road (there is fibre in the new estate next to us). Not all of those 10 holmes would be bothered about fibre. So, as I think I have stated before, there's no chance of fibre here in my lifetime.

I would hope that you will give feedback to someone who cares. You can include Complaint Ref:CMP-724023.

Regards,
Jeff

[Karl-TalkTalk]

Hi

You are not connected via FTTC, your line is the older ADSL (Fast Broadband).  If the post code check indicated that Fibre is not yet available then they will not be able to upgrade your line at the moment.

When Fibre is brought to an exchange by Openreach, it is not immediately available to all suppliers at the same time and can often be done on a staggered basis.  This seems to be available to your neighbour via Sky, but not yet available to TalkTalk customers.

Thanks  

Karl. 

[JeffJ6]

Hi Karl,

I sent you the last message because you're the only one that seems to understand and ask the right questions (and Ferguson).

My online CHAT was a joke - I explained upfront exactly what the problem is... and an hour later I was no further forward. An hour of my life I can't get back!

I did try that link when you sent it and it didn't seem to work. I tried again now and it has gone through all the steps with this result:

Great news! We have the ideal plans for your home.

Fast Broadband £26.95 a month until April 2025*

This is exactly what my package is at the moment. Another joke. Can I assume that confirms the CHAT and there are no upgrades available for me?

My neighbour is getting a new WiFiMax router/bundle/package after the Openreach engineer connects his line to FTTC. The engineer did not think there were any other FTTC connections at the cabinet, and yet in my CHAT I was informed I am already connected.

Jeff

[Karl-TalkTalk]

Hi

Did you try the link I posted to see if Fibre shows as available in your post code area ?

Karl

[JeffJ6]

Karl,

I have been passed around on your CHAT for over 50 minutes.

Apparently, I'm already on FTTC.

Technical say an upgrade will DEFINITELY sort it out - they passed me to Talk Talk Better Value Department.

There, I was first offered a contract renewal, then told me there are no upgrades available, then wanted to transfer me to technical.

NOOOOOOOOOOOOOO - I was losing the will to live.

Jeff

[Karl-TalkTalk]

Hi @JeffJ6 

To upgrade to fibre, if this is available in your area from TalkTalk, you will need to call in so our teams can discuss this directly with you.  If available they can discuss any current offers and agree dates for any future upgrade to proceed.

Karl.

[ferguson]

So your neighbour contacted Sky? You need to do likewise with TalkTalk. Goodnight!  🙂

[JeffJ6]

This is so confusing Ferguson... what messages can you see?

The Openreach engineer was here today. He made observations and suggestions. My neighbour contacted SKy and he has confirmation of the changes to FTTC. It's all documented in this thread. This all happened in the space of a couple of hours this afternoon.

Jeff

goodnight

[ferguson]

So how did your neighbour arrange this? I'm not being funny, but they must have discussed and ordered it at some point? 

[ferguson]

Karl will reply again when he is back online tomorrow.

[JeffJ6]

Messages to my neighbour:

Getting you connected with Sky Broadband

Your installation will happen remotely, so no need to wait for an engineer to visit your home. All you'll need to do is connect your Sky Broadband Hub on your activation date.

Hello Gerhard,

Changes to your Sky Broadband have been confirmed

We can't wait for you to experience WiFi Max. You'll get our most powerful hub with our fastest WiFi Guarantee.

WiFi Max lets you take charge of your home WiFi by pausing devices and setting timers, and keeps your household safer than ever with Advanced Security. All easily managed via the My Sky app

[JeffJ6]

This is EXTREMELY FRUSTRATING as I cannot open two browsers on my phone and have had to re-open my PC to access replies.

I am not asking to set up a package or upgrade, I am complaining in the strongest possible terms for TalkTalk to address this issue and sort it out.

I'm still waiting for a reply from Karl.

I'm closing down now for the night.

[ferguson]

@JeffJ6 

The support team have been addressing the issue you raised. Yes an upgrade will likely help if available, but they cannot pursue this for you here I'm afraid. I have no idea how Sky have arranged your neighbour's upgrade, doubtless you will be chatting to them again soon! Anyway, get in touch directly as I suggested and do keep us posted as to how you get on.

[Gliwmaeden2]

Anything to do with setting up a package  / upgrading etc cannot be done through the forum and would need to be done using Chat or telephoning 03451 720088, @JeffJ6.

[JeffJ6]

Hi Ferguson,

Not sure how this works or if you can see all the threads... I have told Karl my neighbour has SKY and as I have explained the link that Karl sent is of no use. I will call or chat if I have to... but why can't it be sorted out from here? Why do I have to chase it when the support team are involved? I have made it clear what the problem is and  I expect a resolution... is that too much to ask?

[ferguson]

Who is your neighbour's provider? Have you been in touch with TalkTalk directly to see what options are actually available to you? It best to contact them by phone, or live chat:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[ferguson]

Who is your neighbour's provider? Have you been in touch with TalkTalk directly to see what options are actually available to you? It best to contact them by phone, or live chat:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[JeffJ6]

The Openreach engineer has arranged for FTTC for my neighbour in 7 days - £2.50 extra monthly payment.

[JeffJ6]

The link you have included does not tell me if fibre is available, it offers me a Fast Broadband plan !! 😞