Broadband Help please

edited 30 November -1 at 1:00AM in Broadband & Internet Access
34 replies 2.2K views
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  • NivNiv Forumite
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    IMO Dump TT and move to sky / O2. TT are horrible to deal with when you get problems especially if you talk to them. However I have been told that their forums are more helpful (they couldnt possible by less helpful tbh).
    YNWA

    Target: Mortgage free by 58.
  • TalkTalkTalkTalk Forumite, Organisation Representatives - Private Messages may not be monitored
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    Hi nickyt,

    If you think you aren't receiving the help you need. You could email your telephone and account numbers to [email protected] and I will see what I can do to help.

    Ady
    Official Company Representative
    I am the official company representative of Talk Talk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to [email protected] This does NOT imply any form of approval of my company or its products by MSE"
  • nickytnickyt Forumite
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    macman would it be possible to chat with you via pm about my issues please. I would like to ask someone who knows a lot more than me advice please.
    Thanks for any help and advice given
    ~~~Nicky~~~
  • macmanmacman Forumite
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    I honestly don't think I'm going to be able to offer any more advice than anyone else. This is not a technical issue, it's a logistical mess-up with TT. If the CEO's office cannot resolve it, then your best bet is to ask to be released from your contract without penalty and go to another ISP.
    I suggest you take up the offer from the TT rep as above first though.
    No free lunch, and no free laptop ;)
  • nickytnickyt Forumite
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    I am just being told some things that seem a bit odd to me. I am being told that as my line was NTL originated (it was a BT as far as I'm concerned), that I can't have their free broadband as this would require me to have a new phone number.

    But seeing as I was misinformed they have agreed to credit my broadband every 3 months. I was told that they are paying BT for my phone line rental. This seems very odd to me.

    Also I have it in writing that I can leave at anytime without a cessation fee. I am also finding since they changed my broadband from the Tiscali network to theirs I am not able to watch youtube or footy videos online anymore. They take ages to buffer if at all.

    Could you tell me if you think I would be better of just going to Sky as I am only getting 1MB if I am lucky.
    Thanks for any help and advice given
    ~~~Nicky~~~
  • macmanmacman Forumite
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    Regardless of whether your line is LLU'd or not, they still have to pay BT a fee for the supply/maintenance of the local loop from the exchange, which remains with BT.
    No free lunch, and no free laptop ;)
  • nickytnickyt Forumite
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    I did ask if I was LLU'd but she said no as it was still the NTL line. The only way to go with them properly was to change my phone number which is not really an option for me. So could I go to Sky now and not have any issues or would I have to go the BT route.

    I am not really sure what the problem is with Talk Talk as they are suppling both my phone and broadband as Tiscali and all they said that needed doing way to change to the Talk Talk way of doing things. Could my download speed somethig to do with them changing me over to the Talk Talk side.
    Thanks for any help and advice given
    ~~~Nicky~~~
  • nickytnickyt Forumite
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    Just had a chat with Sky and they have said they can provide up to 3mb where I live. I also asked them about being with Talk Talk and having an NTL originated line, they said this was not a problem at all. They would come round and do my phone line and then I would get my bits through the post in about 5 days. My broadband would then be activated. They have said it would cost £35 to get connected, and then I would get 6 months half price.


    I asked about being without broadband and was told that (The line will be installed within 13-15 days and two weeks for the Broadband after the line is active). So do I take it that I would be without broadband for the 2 weeks.

    Really confused as what to do for the best, not sure if I am being fobbed off by Talk Talk and if going to Sky will improve my broadband. I have done quite a few speed checks since being put over to the Talk Talk side and the most we are getting at the mo is 1MB. We are unable to watch any videos on bb and when they play their games they keep getting lost host connect all the time.

    Are Sky any better and would changing be the best for us.Sorry for all the questions just want to do the right thing. Thought we had got it all sorted out with the CEO office, but looks like I will be getting back in touch with them again as since Talk Talk took over Tiscali thigs have changed so much.

    Thanks Macman for taking the time to help out.
    Nicky
    Thanks for any help and advice given
    ~~~Nicky~~~
  • nickytnickyt Forumite
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    Was wondering if I could ask a few more questions on this please.

    I am going through the ceo's office still and am on the 5th member of staff from there. I have had to email Dido Harding 3 times and all she has doe is pass it onto another of her staff members.

    I did get my broadband and phone together but I am still being told that my phone line is NTL and because of this I can not be LLU'd. I am being told the I am on IP broadband, don't know what this means for me.

    I did get 2MB instead of the 1MB I was getting in the start, but that only lasted for 2 days and then it went back to the 1MB. I am now being told that they think there is something on my line stopping me getting more, even though I was getting more with Tiscali it only dropped after going to Talk Talk.

    They are now saying that over the next 8 to 10 days they are getting hold of BT to do a SNR test on my line. This is something I have not heard of. They are dfoing this as they say that they could put my MB's back up but as there is a fault somewhere it would got back down to 1MB again.

    Is all this just rubbish to keep me hanging on, I am really not sure if it is worth hanging on anymore. I say this because they are saying that if I go to SKY I would have the same issues with them so be no better off, and that I would be better of waiting to see the outcome of this.

    Please any advice would be great.
    Thanks for any help and advice given
    ~~~Nicky~~~
  • macmanmacman Forumite
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    SNR= Signal to Noise Ratio. Noise on the line will degrade the signal and slow everything down.
    Is there noise/crackling on the line? You can test for noise yourself by dialing 17070, select option 2, Quiet Line Test. You need to do this from a corded handset connected to the BT test socket behind the master socket faceplate.
    If there is a physical line fault on the local loop then yes, exactly the same problem will arise regardless of which ISP you use, as they all use the same line. Noise on the line should be reported to your line rental provider as a line fault (not as a broadband fault).
    PS: if you are expecting Dido Harding to take personal ownership of the problem, then you are going to be disappointed. OFCOM have just fined TT £3m for misbiling, so her mind is probably on other things at present...
    No free lunch, and no free laptop ;)
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