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Increasingly frustrated

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Highlighted
Community Team - TT Staff

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


Chris

Highlighted
Team Player

As suspected no change !

 

09/07/2020 22:33

Nutty1_0-1594330407511.png

 

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.

 

 

 

 

Highlighted
Team Player

Tried Ookla even worse !

 

Nutty1_0-1594331889834.png

 

 

 

Highlighted
Team Player

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 

Nutty1_0-1594336861332.png

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.

 

 

Highlighted
Community Team - TT Staff

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

 

Highlighted
Community Team - TT Staff

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

 

Highlighted
Team Player

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.

Highlighted
Community Team - TT Staff

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

 

Highlighted
Community Team - TT Staff

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

 

Highlighted
Team Player
Thanks just so you are aware and logged, last night was no different and we experienced slow speeds again until midnight.
Highlighted
Community Team - TT Staff

Hi Nutty1,

 

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

 

Thanks

 

Highlighted
Community Team - TT Staff

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

 

Highlighted
Team Player

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 

Highlighted
Community Team - TT Staff

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

 

Highlighted
Team Player

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.

Highlighted
Community Team - TT Staff

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. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


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.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

Highlighted
Team Player

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

 

Nutty1_0-1596661564878.png

 

 

 

 

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 !

 

 

Nutty1_0-1596661254221.png

 

Highlighted
Community Team - TT Staff

Hi

 

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

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


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.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

Highlighted
Team Player

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.

Highlighted
Team Player

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 !