Increasingly frustrated

[OCE_Chris]

OK thanks, look forward to hearing how you get on this evening

Chris

[Nutty1]

As suspected no change !

09/07/2020 22:33

Pinging google.co.uk [172.217.20.131] with 32 bytes of data:
Request timed out.
Reply from 172.217.20.131: bytes=32 time=15ms TTL=117
Reply from 172.217.20.131: bytes=32 time=15ms TTL=117
Request timed out.

Ping statistics for 172.217.20.131:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 15ms, Average = 15ms

Tracing route to google.co.uk [172.217.20.131]
over a maximum of 30 hops:

1 7 ms 7 ms 1 ms 192.168.1.1
2 13 ms 12 ms 14 ms ae51-ner001.mlk.as13285.net [78.144.1.25]
3 14 ms 15 ms 13 ms ae51-scr102.thw.as13285.net [78.144.1.24]
4 13 ms 14 ms 14 ms 74.125.51.110
5 22 ms 14 ms 15 ms 216.239.40.81
6 15 ms 15 ms 15 ms 172.253.68.23
7 15 ms 14 ms 16 ms muc11s10-in-f3.1e100.net [172.217.20.131]

Trace complete.

[Nutty1]

Tried Ookla even worse !

[Nutty1]

10/07/2020 00:19

Pattern continues after midnight speed goes back up to capacity !

Cmon talktalk the issue has to be on your side 

Pinging google.co.uk [216.58.204.227] with 32 bytes of data:
Reply from 216.58.204.227: bytes=32 time=12ms TTL=117
Reply from 216.58.204.227: bytes=32 time=10ms TTL=117
Reply from 216.58.204.227: bytes=32 time=9ms TTL=117
Reply from 216.58.204.227: bytes=32 time=9ms TTL=117

Ping statistics for 216.58.204.227:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 12ms, Average = 10ms

C:\WINDOWS\system32>tracert google.co.uk

Tracing route to google.co.uk [216.58.204.227]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 12 ms 7 ms 7 ms ae51-ner001.mlk.as13285.net [78.144.1.25]
3 12 ms 11 ms 10 ms ae51-scr102.thw.as13285.net [78.144.1.24]
4 11 ms 9 ms 10 ms 74.125.51.110
5 15 ms 14 ms 12 ms 216.239.40.81
6 12 ms 12 ms 12 ms 172.253.71.199
7 12 ms 11 ms 11 ms par21s06-in-f3.1e100.net [216.58.204.227]

Trace complete.

Please confirm that your networks team will look into my uploads of results I will call again today to report another evening of sub 4mb's download speeds.

[OCE_Michelle]

Hi Nutty1,

I'm sorry for the delay. I've passed this over to one of our Network Engineers for investigation and I'll post back as soon as I receive an update.

Thanks

[OCE_Michelle]

Hi Nutty1,

Do you currently have a 3rd party router connected? If you do then would it be possible to re-connect the TalkTalk wifi hub as this will help assist our team with their investigations.

Thanks

[Nutty1]

Talktalk router has been reconnected and synced, I spent £160.00 on a new router out of despair and the openreach engineer said he would recommend a replacement is sent but I know its not a router issue now as the issues still continue in the evenings.

[OCE_Michelle]

Hi Nutty1,

Thanks for connecting the TT router. I've let our Network Engineer know now so they can have another look and I'll let you know as soon as I know more.

Thanks

[OCE_Michelle]

Morning Nutty1,

Just a quick post to let you know that I've not received an additional update as yet and I'll continue to monitor this until I hear more.

Thanks

[Nutty1]

Thanks just so you are aware and logged, last night was no different and we experienced slow speeds again until midnight.

[OCE_Michelle]

Hi Nutty1,

Ok thanks for the update and hopefully we'll find out more soon.

Thanks

[OCE_Michelle]

Hi Nutty1,

Sorry for the delay. I've not received an update back as yet so I've chased for an update on this now.

Thanks

[Nutty1]

A month on and I have still not had any updates or responses, do you think this is acceptable even in the current climate ?

I am confident if i cancelled my direct debit for a month TalkTalk would be quick to act  and suspend my service or lack of.

I would an update or confirmation I can commence cancelling my contract without penalty.

regards

Paul 

[OCE_Michelle]

Hi Nutty1,

I'm really sorry about this. I've escalated this as a complaint over to our CEO Tech Team now and have asked if they can investigate and contact you as soon as possible.

Thanks

[Nutty1]

Just an update to anyone following, the CEO tech team made contact today, and asked me to carry out speed checks again across the next 3 days ! Wish I had shares in Ookla with the amount of speed tests that I have done, logged and uploaded to the forum but I still have to do more,sighs.

[OCE_Karl]

Hi

Glad to hear our CEO Teams have made contact.  They will take over any investigation into the fault and work with you to find a rsolution.

Thanks  

Karl. 

[Nutty1]

Great so this evening speeds dropping to 1.59mbs download, go to talktalk speedtest and guess what that;s not working either ! So how do I log the evidence for the team to investigate, this is really starting to cause me a lot of stress ! Page below is the speedtest page

Ookla speed tests which are all being logged on their website, I just want to leave you are taking my money and tying me in but not delivering the service I really cannot take this anymore I have 3 kids screaming at me !

[OCE_Karl]

Hi

As this is with our CEO teams now, you will need to discuss this directly with your assigned complaint manager.

Thanks  

Karl. 

[Nutty1]

Just an update,

OCE complaints team were scheduled to call me today alas no call received and the evening connection go slow continues and money still being taken.

[Nutty1]

Got a call this morning from complaints team,

They suggested I had too many devices connected to my router yet they advertise their router can connect up to 50 devices, The TalkTalk Wi-Fi Hub can support allowing up to 50 devices to connect to the 5GHz Wi-Fi band at the same time without compromising connectivity quality.10 Apr 2020

I asked if this was the case then why is it ok for 18 hours of the day and only affects my speeds in the evening ? Response was we Don't know, It is clear the person I was talking to is not technical and was clutching at straws suggesting there is wifi congestion in the evenings.

I explained when the issue occurs I have tried turning off the wifi and connected via Ethernet directly to the router and still had the same slow speeds.

Response was okay there is nothing we can do I will get someone to call you,just received a text to tell me my complaint has been escalated, watch this space !