TalkTalk Broadband load of rubbish

DantheMan

i'm not with Talktalk but when i recently changed my internet service to another provider i found our already bad connection was much worse than before! i was getting 0.3mb download and 0.5mb upload speeds.

I gave them a call and found that the upload was causing the interference on the line, thus reducing my download speed quite significantly.

if you tend not to upload much, speak with Talktalk and see if it can be reduced, as this could be causing noise on the line.

Once i sorted this with my new provider i found my connection to be more stable and at the rate i'm used to: 1.7mb download and 0.4mb upload! (i live in a rural part of Northern Ireland)

Hope this helps. I personally find it easier to speak to people over the phone, as 9/10 times you can get it sorted there and then.. especially if you tend to be a little stubborn!

Just a tip though, if you are gonna phone, always be polite, i work in a call centre and tend to be more helpful with people who are polite to me, than those demanding stuff and being down right ignorant

[Deleted User]

DantheMan wrote: »

if you tend not to upload much, speak with Talktalk and see if it can be reduced, as this could be causing noise on the line.

My upload isn't that great either.

I personally find it easier to speak to people over the phone, as 9/10 times you can get it sorted there and then.. especially if you tend to be a little stubborn!

Just a tip though, if you are gonna phone, always be polite, i work in a call centre and tend to be more helpful with people who are polite to me, than those demanding stuff and being down right ignorant

My experience with calling ISP customer services is that they are always usually non-engish speaking and can't really do anything apart from what their script says. Along with a premium rate phone number.

DantheMan

That's very true, you will find however that alot of companies are now moving call centres back to the UK, especially for broadband help.

Don't be afraid to ask for an english speaking operator.

Is your landline TalkTalk? If so you should be charged at a lower rate as they tend to give a discount on these things wen you have your landline with them

denwhatshisname

DantheMan wrote: »

i'm not with Talktalk

I can tell by your responses.:)

Have a go at calling talktalk support, repeat the same crap every time you call, go through the same script, be cut off, be deliberately hung up on etc etc etc etc

Only way to deal with a problem with talktalk is to email the ceo or get high level complaints to deal with it. If you are in no rush even try the forum.

Anything else is a waste of time.

DantheMan

denwhatshisname wrote: »

I can tell by your responses.:)

Have a go at calling talktalk support, repeat the same crap every time you call, go through the same script, be cut off, be deliberately hung up on etc etc etc etc

Only way to deal with a problem with talktalk is to email the ceo or get high level complaints to deal with it. If you are in no rush even try the forum.

Anything else is a waste of time.

Are they really that bad? I contacted my ISP and got a local guy, it was a 35 min call but i got sorted there and then, basically kept repeating i was extremely unhappy with the service provided and we weren't getting what we where paying for. Eventually the guy was able to speak to his manager and fix it over the phone.

Also found out that after 2 complaints for the same problem you can request for a technician to come out and test the line AND replace the router

denwhatshisname

In my experience, yes.

Its the worst customer service I have EVER seen. The first line support can't do anything but go through scripts, IF you eventually get to 2nd line they are just as bad and close calls down at a whim.

If you have a billing mistake (for example being billed AFTER you've left the service), its a pointless excercise talking to them as the muppets on the phones don't have the authority to do ANYTHING. Only people that can do anything are high level complaints team.

They were calling my mother 2 or 3 times a day at one stage trying to get her to upgrade, only way I got that resolved was strong words to the CEO, really really strong words. Even then it took months to sort out as there first attempt to stop the cold calls failed. They use far to many systems and to many 3rd parties for my liking.

Even doing a speed test on there website results in you being put on the calling list, and they therefore deem they can call you 2 or 3 times a day for the rest of your life. Only way OFF that list is a complaint to the CEO.

If you eventually find someone useful in the HLC team, next time you have a problem, or the initial problem reoccurs, chances are that person has left and the complaint goes back to stage 1.

As an aside, anyone that offers an on-demand tv service, and restricts users to 40gb, is having a laugh.

bod1467

TT are now unlimited (subject to FUP). The 40GB limit has been scrapped (for now).

But yes - reading posts here and on the TTMF indicates that TT phone support is a complete waste of time.

DantheMan

My advice would be to switch provider lol!

Robisere

I have had 4 previous ISP's before the one I have (temporarily) now - yourcalls.net

I am changing to Plusnet, because we now have FTTC in the village and YC cannot supply a FTTC line service yet. However, I really liked yourcalls service, despite the low speeds, which was not their fault as I had the highest download in the vilage at around 2.5 to 2.8 Mb. Their customer/Tech support is in Sussex and was consistently helpful, patient, courteous and best of all, in clear English. The highest monthly DD payment made, for Broadband and 24/7 calls, was £27. My last one was £23.

I have been in contact with Plusnet for more than a week before signing up. I have either spoken to, or had online 'chat' with 3 different rep's and am satisfied that I will have the same standard of service. Clear English (Yorkshire) voices, knowleadgeable staff and the patience to listen to what I want. And I saved £42 a year, by paying the Line Rental for 12 months, up front.

What a contrast with TalkTalk: I made one enquiry a couple of weeks ago and finally blew my top at the 7th call from them, today. They would not listen when I said that I did not want their service, had in fact signed up to another service provider. The callers spoke with such terrible accents and they talked over my end of the conversation. In the end I informed the last one that I was hanging up and I did so. He was still talking when the phone went down.

If the TT rep who inhabits this forum is reading this, take heed: your company needs to move its call centre back to the UK and your callers need to LISTEN. And take "no" as an answer. Thanks to your present organisation and procedures, there are many besides myself who will not ever contemplate taking your service.

Personally, I regard TT as the cheap 'n 'nasty end of the Broadband spectrum. You get what you pay for.

denwhatshisname

bod1467 wrote: »

TT are now unlimited (subject to FUP). The 40GB limit has been scrapped (for now).

according to talktalk

The unlimited download boost with Essentials is a new customer offer. This is being applied by the retentions team for customers that wish to renew their contract to receive this service.

Any idea what exactly the FUP is, according to talktalk its anything they deem.

Tiscali UK Ltd - Fair usage policy

Tiscali’s policy towards Fair Usage is that customers should be able to use the service in an appropriate manner to meet their needs. A very small number of customers use an excessive amount of the network bandwidth at peak times, to the extent it can impair the performance for others. For this reason we have a fair usage policy designed to ensure your service stays fast and reliable 24 hours a day – it involves monitoring the amount customers download and managing non-time critical traffic on our network, such as Peer-to-Peer sharing. For more information please see Broadband Traffic Management.
If a customer’s usage is continually excessive, unfair, affects other users enjoyment of our broadband service, or is not consistent with the usage we would typically expect on that customers current package, we reserve the right to upgrade customers to a package more suited for their usage. In extreme cases we may suspend or terminate the customers ability to access Tiscali’s broadband service.

Also strange they can charge people who were on tiscali extra for going over 40b but not allow them to view there usage.