Talktalk minimum speed and termination

benallman

Hi All,
Having issues with talktalk broadband. When we moved house we signed up to faster fiber at the new address (existing customer) when we signed up via chat we were promised a minimum of 40mbps (I got emailed the chat transcript). On arriving the internet was slow and 3hrs of troubleshooting later talktalk tech support told me 32 was my max. I asked to cancel and was told that I would owe them £283.53 if I cancelled. I pointed out that under 15.3 a) of their contract they would be breaking an important term if they could not provide the minimum speed.

15.3 You may immediately end your agreement by giving us written notice:
(a) if we break any important term of your agreement and don’t fix it within 45 days of
being asked to do so, subject to paragraph 20; or
etc

They claim the minimum speed is different I say I have it in writing. They send me back to technical support again. I go round and round in circles.

Ideally I want to leave and get 50mpbs+ with virgin (should have done that first) but they are playing hardball with the exit fees. Any advice?

Browntoa

Didn't think anyone could promise a speed , thought speeds are always "up to 40 meg"

Why is 40-50 meg so critical ?

Speed is a red herring , it's contention , throttling and exchange capacity that are important

AndyPK

You get quoted a minimum speed when you sign up.

Is 35mbps so bad if good value?

lee111s

Have you given them 45 days to fix?

Have you tested from the test socket? 90% of speed issues are caused by poor wiring or incorrect setup.

benallman

After 5 hours+ of solid painful online chat including being disconnected three times and running the diagnostic tests three times I have a result.

Spoke to someone in the customer loyalty (leavers!) team who agreed and talktalk have given the tech team 28 days to get me to minimum speed if not I am free to leave with no cancellation fees.

Boils down to the up to the talktalk 76mbps package which was sold with 40mbps minimum is just not possible and there is virgin fibre to the premises so that will be lightning quick.

So glad I saved the chat from sign up. The guy misled/lied to me 3 times about the connection date he had booked, the minimum speed and taking my old phone number across.

Also it goes without saying but it really shouldn't take over 5 hours to get to this stage.

(Router has a filter and is connected to the master socket and is the only one in use. PC is wired to router. Router has been factory reset a few times and the line to the property is good)

JJ_Egan

Why has the router a filter ??

lee111s

Not the master socket.

Remove the faceplate and connect to the test socket.

This disconnects all internal wiring. Whether they're in use or not is irrelevant, as they can act as an antenna inducing noise onto the line.

Test into the test socket and post up the connection stats from your router, including the connection rate and the max data rate.

onomatopoeia99

benallman wrote: »

and there is virgin fibre to the premises so that will be lightning quick.

You might be disappointed to find that the "fibre" to your premises is actually copper. VM use coax from the cabinet to the home, like the cable that runs from your aerial or satellite dish, but higher quality.

AndyPK

but when Virgin fibre say 50Mbps, you get that!

Well I actually get 55mbps when tested.

But some area's have problems around 6pm

lee111s

Virgin are notorious for utilisation issues.

The OP might be able to solve all their troubles with a 5 minute test socket check.

jazzy

Virgin Media do have significant problems with utilisation which was recently shown on the BBC watchdog program. I am with Virgin Media 70 Mbps broadband, during the evening the speed drops to around 4Mbps. Virgin Media had the cheek then to stop my loyalty discount which put my monthly bill up by around 30%!

So unlike the OP I have dumped Virgin Media and signed up with TalkTalk instead I am sure that they can offer a faster broadband service during the evening period and at a much cheaper price.