TalkTalk Customer, Need Help.....?

raz_uk

Hi Stephen,

I'm a toucan customer which was taken over by Pipex which is now under Talk Talk (I believe!). I was without broadband for 4 days, a cube engineer came to my residence yesterday and carried out some tests. It seemed there was a fault with the BT line itself unable to carry any capacity for ADSL.

This fault was logged and I now have a full service ALBEIT a very very slow connection speed..!! I'm currently only connecting at 512.0Kbps when I was originally connecting at 3.60Mbps - quite clearly a massive difference in speed.

Could you please look into this for me as I'm sick and tired of dealing with a call centre agent 50'000 miles away in India

Many thanks!

treasuretiger

what is going on over the past few days talk talk? i usually cannot fault you and sing praises to anyone thats had bad experiences but now . i cannot get through one episode of online tv without the signal going, i check the router and im either not getting a internet signal or im not getting internet or dsl. it is usually a faultless connection and nothing has changed in the house to alter it. i rang tech support and asked if there were known issues in the area and they ran checks on my line and didn't even answer the original question (my friend in the next town over was havin exactly the same problem and shes on talk talk)

Mike_J

I have just come across this thread and liking the less "techy" based replies from those which seem to frequent the talktalkuser forums. Was wondering you can give me some pointers after first saying..very happy with TTgenerally, very happy with TT pricing, very happy with TT packages.

Been with TT for about 2 years but over the last 4-6 months have had trouble with interenet connection. Now let me say that at any given point in time there can be 3 laptops connected to our wireless router (echolifeHg520 I think) and connection speeds of up to 7Meg (again very happy).

The trouble we have is that the connection will very often drop and then the router will virtually straight away reset itself, go through the lighting up routine and merrily continue. Sometimes this will happens once in an hour, sometimes every few minutes. There is no pattern to it (ie, number of users, websites active, browser being used) and we know its the router and not the machiensas they all loose connection at the same time.

The only change from the original equipment we received was that I had to buy a longer modem to phone socket cable so that I could best position the router for coverage but I did this about 12 months ago.

Can you give me some ideas of things to check and try please? I had thought that perhaps my router was on its way out and faulty and was considering the obtaining of a new router as factor in changing ISPs but I really would like to stay with TT (although I note new customers would get a new router...lol....hint hint)

Like i said, any suggestions would be appreciated but please keep advice like checking changing broadcasting channel in basic terms please.

Oh..PS in case its effects things we do have a TV sender unit but we bought one on 5Ghz transmission to avoid conflict with wifi and infact the problem existed before but just thought to mention it incase it may affect "solution"

cruesfan

Hi Stephen,

I've sent you an email about problems connecting to xbox live.

Judging by the size of the thread on this issue on the Talktalk forums, I am not alone!!

wilf55

ring talktalk and ask them to check things we had probs and i did this and got a new router and new filters etc

also got a credit on my bill for inconvenience although i had to ask for this

confusedmummy

Hello, I have just joined Talk Talk (although doing an internet search I now wish I hadn't). I was quoted a 12 month contract by the lady I spoke to when I signed up (I have her name and ext no). The paperwork I received through the post is quoting an 18 month contract and I am not happy. I tried to call customer services but am being kept on hold, passed around and I am getting really fed up. Thinking of just cancelling Talk Talk while I still can (30 days not up yet). Will have to pay the connection fee and first month but that might be a small price to pay.

Can you advise on why I have been quoted 12 month contact on the phone but written documents say 18 months? Please help!

TalkTalk

Hi confuseddummy,

I have posted on your thread...

Thanks
Stephen

pinkemsy

Hello Stephen

I wonder if you can help me. I have been struggling with low broadband speeds since Friday morning. I have had email correspondence with your broadband support people. They checked the line on Sunday night and said there was no fault with it. First thing Monday morning there was no dial tone on my phone so I then had to try and get in contact with Sky Talk who I have my phone package from. I have had a nightmare with them but ultimately they have suggested changing the microfilter, which I have done. This has stopped the 'crackle' when I try and use the phone but there is no dial tone. And it's made absolutely no difference to my broadband speed of just over 100 KBs. I work from home and this has proven to be a nightmare for me. I will be leaving both Talk Talk and Sky, but I cannot move to BT without sorting the line out.

I received this email from the Talk Talk web team this morning and I wondered if you understood what they are saying, and if you consider it an acceptable level of plain english:

I have checked the records and found that Line Rental order is cancelled with us and this order will not proceed . I would request you to get in touch with BT or previous service provider and ask them to take ownership of line. This Status Cancelled arises as exchange is not upgraded to provide Free Line Rental service. This can only be done, once is capable to provide free line rent. Hence I would request you to get in touch with BT or previous service provider and ask them to take ownership of line.I apologise for the inconvenience caused to you in this case.

Is this honestly acceptable customer service? All I was asking was why my broadband wasn't working! My line rental and phone is with Sky and they knew that.

I'd be very grateful for any help you can give from a Talk Talk point of view.

Thanks.

pinkemsy

Oh and I have done the trouble shooting and spent £10 on a new microfilter today!

cruesfan

wilf55 wrote: »

ring talktalk and ask them to check things we had probs and i did this and got a new router and new filters etc

also got a credit on my bill for inconvenience although i had to ask for this

Well, I took your advice and contacted Talktalk. Not a very good experience I'm afraid. The guy that I spoke to concluded that the xbox was faulty and that I should take it back to the vendor that I bought it from. Basically, he had little interest and said that it wasn't their problem (in spite of the fact that xbox live had worked without a problem from Christmas and still works wirelessly at a neighbours). After 45 mins on the phone, I gave up trying.

Will be genuinely sorry to leave Talktalk. I have been with them for quite a few years and the few issues that I have had in the past were always resolved promptly.

Off now to order BT Infinity. Wish me luck!!