TalkTalk .....credit where credit is due

dazzc

I have had a long running problem with TalkTalk broadband. For the last four months my web connection has been disconnecting about ten times a day. The router keeps re-booting itself and everything could be fine for one minute or three hours then it does it again.
I have phoned TalkTalk tech support 4 times and to be honest they are worse than useless. They keep asking me to do the same thing over and over despite me telling them it isn't curing the problem.
Today, I got to the end of my tether and not knowing what else to do, I found the email address of Charles Dunstone their chief executive. I sent him an email expecting to hear nothing back.
In less than 45 minutes I received a reply from Charles Dunstone. He apologised and said he would get someone on the case. One hour later, a woman from TalkTalk phoned me and told me Mr Dunstone had instructed her to get a new router sent out to me next day delivery.

Well done Mr Dunstone!!!!!!!!!!!!
Anyone having problems with TalkTalk could do worse than to email the man himself. PM me if you need his email address

macman

He obviously works weekends when no-one else is around...
Though I think you may find that the email addressed to him goes to another dept where they answer 'on his behalf.'
Most big corporations now give out email addresses for their top execs, it's a PR thing, there's no guarantee that they ever read them.

dazzc

macman, you are probably right about that. Thing is, if it sorts my problem out I couldn't care if a monkey answered the email

macman

Either that, or they've renamed their entire CS team 'Charles Dunstone' so that customers all think they are getting the personal service!

showmethemoneyuk

same here with the router, despite the connection always stated as being very strong on the laptop itself- so i think its a case of 'free low quality routers' when u join up I received a HUAWEI Echolife HG520b model from TT, the router kept losing connection/reconnecting all the time when I first got it. i initially thought part of the problem may have been due to the router being in a seperate room altogether from the laptop, despite the 'strong' connection. I have 3 phone sockets, at the front door, kitchen, and upstairs. There is a phone in the first two, with the router also in the main socket at the front door. I have a laptop downstairs for use with this router, but I also have a pc upstairs for use with just the normal landline, there is no phone connected upstairs. Obviously the upstairs phone socket is for non-wireless internet usage when the router is not on, as u cant have wireless and wired both enabled at once on the same home phone line. Its using the same single home phone line, on the same TT internet service. I found out (strangely) that if I take the desktop pcs internet cable out of the computer (despite this desktop pc not even being switched on), the router works slightly better and no longer disconnects as much, if at all. So if your new router is still constantly reconnecting, it could well be a similar problem - you may have an extra phone connection or phone in the house that may be conflicting with the router. Try taking the cable out of any extra phones in the house to see if that helps keep the router more stable. Bizarre!

macman

showmethemoneyuk wrote: »

same here with the router, despite the connection always stated as being very strong on the laptop itself- so i think its a case of 'free low quality routers' when u join up I received a HUAWEI Echolife HG520b model from TT, the router kept losing connection/reconnecting all the time when I first got it. i initially thought part of the problem may have been due to the router being in a seperate room altogether from the laptop, despite the 'strong' connection. I have a laptop downstairs for use with the router, but I also have a pc upstairs for use with just the normal landline- obviously for use when the router is not on, as u cant have them both enabled at once on the same home phone line. Its using the same single home phone line, on the same TT internet service. I found out (strangely) that if I take the desktop pcs internet cable out of the computer (despite this desktop pc not even being switched on), the router works slightly better and no longer disconnects as much, if at all. So if your new router is still constantly reconnecting, it could well be a similar problem - you may have an extra phone connection or phone in the house that may be conflicting with the router. Bizarre!

How do you connect the PC to the internet if you don't use an ethernet cable back to the router downstairs?

showmethemoneyuk

I have an old broadband modem already in the desktop a bog standard dsl filter is on this phone socket upstairs letting me connect it to the same talk talk home line. when i want to use the landline for some non wireless net, i simply leave the downstairs router switched off. i just needed to add the talk talk settings to the old modem in order to use it. to be honest since i use the desktop alot more, its no longer an issue-if connecting problems still occur (and connecting multiple systems in the same house/moving around the house on the net wirelessly isnt a requirement) u might well be better off buying a cheap pci broadband modem instead of using a cheap wireless router, if u dont mind connecting using cables. the strange 'inserted phone cable conflict' was the main cause in my case with the always reconnecting router, and although it works better now when I dont have a phone cable inserted into the upstairs pc, I tend to prefer using wired instead of wireless anyway-more stable, and no dodgy neighbours trying to work out my connection password in order get free internet via my TT wireless router lol