Fed up TalkTalk Customer

naff123

Afternoon MSE

I need to know what I can do to action this I am sick to my teeth I have been their customer now since May/June and had no end of problems with my Internet reliability and speeds.

I live in an area that is built up and urban, and we have VM, FTTC etc.

I left sky I had 10-20 mpbs broadband came to Talktalk due to a better overall deal on my tv etc.

Well since I joined them my internet has been shot to pieces just now ran a speed test on my smartphone got a ping of 1254 ms a DL rate of 0.02 mbps and upstread of 0.2 mbps.

This has been going on for 2 months now ranging between that and 4 Meg everytime they run a test they claim they have sorted it and then 2 days later bang straight back to the original problem.

I want to leave with no penalty. How do I do this and what do I do?

JJ_Egan

Smartphone is an invalid test its WiFI Could be your phone or your WiFi at fault .
Measure via ethernet cable from the BT master socket .

naff123

Wifi technology has very little bearing on the dimishment of speed nowadays the laptop is showing a downstream of between 2-4 mbps.

When I was promised between 7 - 15 mbps the router is 15 ft away

JJ_Egan

Repeat wifi speed will not be used as a measure of your connection by any ISP .

JJ_Egan

Repeat wifi speed will not be used as a measure of your connection by any ISP .

Laptop / wifi is probably on a congested channel change it .
http://fossbytes.com/how-to-increase-wi-fi-speed-choose-correct-wi-fi-channel/

wongataa

naff123 wrote: »

Wifi technology has very little bearing on the dimishment of speed nowadays the laptop is showing a downstream of between 2-4 mbps.

When I was promised between 7 - 15 mbps the router is 15 ft away

You have to test internet speeds on a wired connection to rule out any wifi issues which are nothing to do with your ISP. If you still get slow speeds on a wired connection with the router connected to the test socket directly then you can complain.

Dragonfly1

naff123 wrote: »

Afternoon MSE

I need to know what I can do to action this I am sick to my teeth I have been their customer now since May/June and had no end of problems with my Internet reliability and speeds.

I live in an area that is built up and urban, and we have VM, FTTC etc.

I left sky I had 10-20 mpbs broadband came to Talktalk due to a better overall deal on my tv etc.

Well since I joined them my internet has been shot to pieces just now ran a speed test on my smartphone got a ping of 1254 ms a DL rate of 0.02 mbps and upstread of 0.2 mbps.

This has been going on for 2 months now ranging between that and 4 Meg everytime they run a test they claim they have sorted it and then 2 days later bang straight back to the original problem.

I want to leave with no penalty. How do I do this and what do I do?

Taken from my post on another thread a couple of hours ago:


You can cancel immediately (well, with 30 days notice from today) - just tell them you have been informed of a price increase and you know you are entitled to cancel the contract penalty-free.
Just repeat that over and over again until they get the message. They will. I've done it with both family TalkTalk contracts. You do not need to wait for an email. (Don't tell them that bit about an email, try not to bring it up at all).

If they really persist, just say you saw the email. They can't prove it either way. You certainly CAN leave the contract by giving 30 days notice NOW. They just want to hit sales targets so try to stop you. They will then proceed to tell you there will be a penalty for early cancellation. You then have to repeat yourself: They are in breach of contract and you are entitled to leave penalty free. It's hard work but it's just them trying to meet targets to persuade you to stay.

The price increase was actually from the 27th August - Not October.

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So yes - because of the price increase, you can cancel. Do NOT tell them you are cancelling because of speed issues. You ARE cancelling because of their price increase. And make sure you tell them you know you are entitled to leave penalty free because they are in breach of contract.

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Go and call them now

P.S. They might tell you your SimplyBroadband is free and you have paid 12 months line rental in advance. This does not stop you from cancelling under breach of contract because the price increase will effect your line rental price in 12 months time - and possibly whenever your simplybroadband discount runs out DURING your current contract.

TalkTalk

Hi naff123,

AS JJ Egan rightly pointed out we need you to run tests using a wired connection, so we can rule out wireless interference & congestion as a possible cause.

If you post on the TalkTalk Community, or tweet us @TalkTalkCare we can run through some diagnostic checks with you. If the speed is still low using a wired connection try running a ping and traceroute and posting the results to us, either in a tweet or on the community. This will help us to investigate into it further and bring that speed back up to where it should be.

Cheers

Mark
Social Customer Care Team
TalkTalk