TalkTalk Dreadful Broadband Service!

jazzy

I am currently in contract with TalkTalk using their broadband service and for the last few months the service is dreadful. Internet connection keeps dropping which then requires a reboot of the router to restore the internet connection. This is now happening several times a day.

TalkTalk sent out a replacement router and the problem is still there. They also contacted Openreach to check the line and the service improved for a few days and then went back to the same problem. I am now at a loss on what to do, because I am still in contract do I have grounds to terminate my contract early because the service is not fit for purpose?

JenB79

Assuming its a TT copper based service, is your home's internal wiring all ok? Maybe connect to the test socker (located behind master socket) to rule out wiring issues in your home? I would also try a third party router, might fix your connections if nothing wrong with the internal wiring.

jazzy

I have tried connecting to the master socket, still the same problem. Also tried an independent router and modem, still the same problem.

I am pretty sure the problem is something to do with the openreach service coming into the house. They don't seem very interested in resolving problems from third party ISP's. 

JenB79

Have you posted on the TT forum? The OCEs there are usually very helpful

https://community.talktalk.co.uk

iniltous

jazzy said:

I have tried connecting to the master socket, still the same problem. Also tried an independent router and modem, still the same problem.

I am pretty sure the problem is something to do with the openreach service coming into the house. They don't seem very interested in resolving problems from third party ISP's. 

All company’s that use Openreach are ‘third party’s’ , even BT, if you think that OR are not taking your issue seriously that is down to your ISP , if you have a fault that is OR’s responsibility then it costs you and TT nothing at all to fix it, OR cannot refuse , so if the fault is on OR why wouldn’t TT on your behalf keep on at them, if you and they think OR are ignoring the issue.
If OR say no issue ( on what they are responsible for ) and you say there is ( obviously you can only say this to TT, ) then your ISP should deal with it, including calling out OR repeatedly if necessary.
A different perspective may be, TT get charged by OR if they call OR out on something OR are not responsible for ( line your router, your internal wiring , and if you are on ADSL , TT exchange equipment ) it may be TT that are reluctant to callout OR if they are concerned that the fault isn’t even with OR, and if OR charge TT for an call out on things not covered by OR, TT would then would have to decide wether to charge you.

flossy_splodge

Just had Open Reach here, called by BT (my phone and broadband provider). It was a cheeky uninterested little boy who when I showed him on my laptop that the connection kept dropping out, said, and I quote, "I'm not here to fix laptops".

This was after numerous attempted conversations where I told him what I was experiencing and he told me it couldn't be!

Do they have a special training course to teach charmless behaviour dropping into outright rudeness.?

I politely asked him to leave in the end and said I would be feeding back to BT about his attitude, his rudeness and his apparent lack of understanding of the English language, at which point as I was ushering him to the door he changed tack and whined 'I was only trying to help'.

Heaven forfend, I give up.

JJ_Egan

Basics are its the master socket and no further for Open Reach .

Further than that its a £135- £175 call out charge .

Tokmon

flossy_splodge said:

Just had Open Reach here, called by BT (my phone and broadband provider). It was a cheeky uninterested little boy who when I showed him on my laptop that the connection kept dropping out, said, and I quote, "I'm not here to fix laptops".

This was after numerous attempted conversations where I told him what I was experiencing and he told me it couldn't be!

Do they have a special training course to teach charmless behaviour dropping into outright rudeness.?

I politely asked him to leave in the end and said I would be feeding back to BT about his attitude, his rudeness and his apparent lack of understanding of the English language, at which point as I was ushering him to the door he changed tack and whined 'I was only trying to help'.

Heaven forfend, I give up.

What exactly did you show him on your laptop? If you showed him the Wi-Fi connection disconnecting and connecting again then that is nothing to do with him.

All he is there to fix is to check the connection from the master socket to the Openreach network and he should have had a device to plug into the master socket to check this connection and would be able to see if there was any issues with the connection.

Looking at this form his perspective maybe he was just fed up with you when you kept interrupting him and trying to give him information he didn't need when he was trying to diagnose the issue so had to be abrupt with you to get you to leave him alone. But for some reason you decided to kick him out before he was finished just because he wouldn't talk to you while he was trying to do his job...

milgo

@jazzy have you checked the logs in your router for any evidence of what is happening when you have no Internet connection?

When you realise that you have no Internet connection are you using a device connected to your router over WiFi or a device connected to your router with an ethernet cable? 

mohammed1111

JenB79 said:

Have you posted on the TT forum? The OCEs there are usually very helpful

https://community.talktalk.co.uk

Second that, forum actually has employees that know what they're doing unlike their phone based technical department