Talk Talk help

camereye

First time on this website and not sure if posting in correct place. I have a problem with TalkTalk. They have recently installed broadband for me just a few days before Christmas. Despite TalkTalk telling me the fast broadband would be enough for me living alone the speed I ended up getting is 0.8mbps. 3 times TalkTalk promised a manger to call me back that nevertheless happened. Tonight I spent 3 hours on phone to engineer from TalkTalk. Despite previous engineers doin from line tests etc this engineer also insisted in doing linetests and surprise surprise came back at 0.8mbps again. I requested to be moved to Fibre but engineer would not listen to me and insisted in an engineers visit in 10 days time !!!

My main problem is the contract states I can get speeds of upto 20mbps and that I must get 70% of this. 0.8mbps is not even 10%. Do TalkTalk have any legal right to charge me any money until my line speed is brought up to the contractually agreed amount. The engineer had the check to offer me £3 compensation. In order for me to get more I require a "call back" if it happens from a manager in 5 days !!!

The customer service is beyond a joke and getting to speak to someone in UK is impossible.

If anyone has any advice or contacts for me it would be appreciated.

Thanks

Browntoa

Have you had broadband at that address before and had better speeds ?

It sounds like a live fault though

Have you tried plugging the router direct into the test socket ?

http://bt.custhelp.com/app/answers/detail/a_id/50362/~/video--how-to-connect-to-your-test-socket

iniltous

camereye wrote: »

First time on this website and not sure if posting in correct place. I have a problem with TalkTalk. They have recently installed broadband for me just a few days before Christmas. Despite TalkTalk telling me the fast broadband would be enough for me living alone the speed I ended up getting is 0.8mbps. 3 times TalkTalk promised a manger to call me back that nevertheless happened. Tonight I spent 3 hours on phone to engineer from TalkTalk. Despite previous engineers doin from line tests etc this engineer also insisted in doing linetests and surprise surprise came back at 0.8mbps again. I requested to be moved to Fibre but engineer would not listen to me and insisted in an engineers visit in 10 days time !!!

My main problem is the contract states I can get speeds of upto 20mbps and that I must get 70% of this. 0.8mbps is not even 10%. Do TalkTalk have any legal right to charge me any money until my line speed is brought up to the contractually agreed amount. The engineer had the check to offer me £3 compensation. In order for me to get more I require a "call back" if it happens from a manager in 5 days !!!

The customer service is beyond a joke and getting to speak to someone in UK is impossible.

If anyone has any advice or contacts for me it would be appreciated.

Thanks

Something a bit odd, TT 'regular' what they call 'fast' broadband (not fibre) is advertised as upto 17Mb not 20Mb, and although regular ADSL2+ will exceed 17Mb on a very, very short line , you would have to be almost living opposite to the exchange to get 17-24Mb
If you put your address into a broadband speed estimator site , what does it predict the speed for ADSL as ?...if they made a mistake and overestimated the speed you should get, and cannot (after some time spent trying ) get you that over optimistic speed, they should let you leave your TT contract penalty free, but they are under no obligation to 'give' you fibre broadband (what they call 'faster broadband') for the price of ordinary 'fast' broadband just to get you to 20Mb/s

It's quite possible it's your own wiring etc that may be the problem, presumably TT have already got you to connect the TT router into the phoneline master socket test port, to eliminate your own wiring/sockets/equipment as the cause of the 'slow' speed, to get to the 'test port' you need to disassemble the master phone socket, have you done that ?...it could be they have sent you a faulty router, did they offer to send another to you in the post ?
TBH, as they sell phone & broadband for about £20/month, and they would argue that around £17-£18 of that is phoneline rental charges, then £3 compo is probably what they consider is the 'cost' of a months broadband , and although it's a fiddle (wholesale line rental is only about £7/month) you are unlikely to get much more compo, presumably your phone service works, do you have dialtone ?, and if you dial 17070 is the correct number given, if you don't have a phone currently plugged in, it may be worth getting one and trying it

camereye

Thanks both for fast replies. The previous tenant had fibre so it is capable of fibre I simply chose the "fast broadband" because talk talk told me it would be fast enough. I don't mind paying extra for fibre that isn't the main issue my main issue is having been told it was fast enough and 6 weeks later with ridiculously slow internet I really don't feel I should be paying the monthly fee when they are in breach of contract. The phoneline comment is interesting though they may claim most the charges are that.

I don't feel it is fault on line as I do stay a distance away from exchange I am out the way it was just the principle of being charged for a service I am not receiveing and a service that was agreed for in the contract.

Talk Talk customer service is shocking you cannot speak to anyone in UK and no matter what I said the engineer insisted on a visit knowing my distance from exchange which to me is just delaying the inevitable as there is no way he is going to get line from 0.8 to 10mbps.

Thanks

amiaspden

camereye wrote: »

Talk Talk customer service is shocking you cannot speak to anyone in UK

Thanks

Have you tried getting help via their forum? https://community.talktalk.co.uk/. The appropriate forum for your issue would be https://community.talktalk.co.uk/t5/Broadband/bd-p/111. They seem to do a better job of sorting people out. You have to be a bit patient though as they answer queries in the order they were posted, and the online technical experts only work normal office hours.

Have a read through some of the existing threads so you know what to expect and what information they might need.

TalkTalk

Hi camereye,

I'm really sorry you've been having some problems- your speeds are dependent on your distance from the telephone exchange and you'll have received your predicted speeds when you signed up. If this is lower than expected, we'll be able to take a look for you to investigate what might be causing the problem. You can reach us either using the 'contact us' page on our website, our Online Community (as suggested below) or on Twitter (@TalkTalk).

Thanks,
Becky