TalkTalk - Slow connection refunds

GavCorp

Hi all, 

After wasting days on TalkTalk online chat trying to resolve billing (overcharging) issues and slow connection issues I finally terminated my contract early without charge. 

I subsequently discovered that via the Eero app, you can access historic maximum speed data. 

If you click 'Internet' at the top of the home screen and then 'Activity' at the bottom, you can access your stats: 

 
It turns out that for 41 weeks of my contract I was not getting anywhere near the contracted speeds, and after complaining, the speed would go back up for a few weeks and then go back down again.



I urge you all to check your speeds and complain, I swear they give you the minimum speed they can before you will notice connection issues. They'll try and fob you off with a new ethernet cable, try and get you to upgrade to a faster speed or get you to buy new WiFi equipment. They are shameless.

If you're on TalkTalk Full Fibre 500 (sometimes called "Fibre 500"), the minimum guaranteed download speed you should receive is 440 Mbps. If your connection consistently falls below that for three consecutive days and the issue isn't resolved within 30 days of notifying TalkTalk, you are entitled to cancel your contract without penalty

To break it down:

• Average expected download speed: ~525 Mbps

• Minimum guaranteed download speed: 440 Mbps

• If speed stays below 440 Mbps for 3+ days and TalkTalk can't fix it within 30 days, you can leave the contract early
  
  
  Go get 'em!

35har1old

GavCorp said:

Hi all, 

After wasting days on TalkTalk online chat trying to resolve billing (overcharging) issues and slow connection issues I finally terminated my contract early without charge. 

I subsequently discovered that via the Eero app, you can access historic maximum speed data. 

If you click 'Internet' at the top of the home screen and then 'Activity' at the bottom, you can access your stats: 

 
It turns out that for 41 weeks of my contract I was not getting anywhere near the contracted speeds, and after complaining, the speed would go back up for a few weeks and then go back down again.



I urge you all to check your speeds and complain, I swear they give you the minimum speed they can before you will notice connection issues. They'll try and fob you off with a new ethernet cable, try and get you to upgrade to a faster speed or get you to buy new WiFi equipment. They are shameless.

If you're on TalkTalk Full Fibre 500 (sometimes called "Fibre 500"), the minimum guaranteed download speed you should receive is 440 Mbps. If your connection consistently falls below that for three consecutive days and the issue isn't resolved within 30 days of notifying TalkTalk, you are entitled to cancel your contract without penalty

To break it down:

• Average expected download speed: ~525 Mbps

• Minimum guaranteed download speed: 440 Mbps

• If speed stays below 440 Mbps for 3+ days and TalkTalk can't fix it within 30 days, you can leave the contract early
  
  
  Go get 'em!

So did you get a refund?
How's your new provider doing?
Did you downgrade your requirements?
Hope you didn't have a talktalk email address

GavCorp

This is still ongoing, attempting to get money back for earlier in the contract. They arranged a call back but I couldn't answer yesterday as I was busy.

I did manage to get back the money they overcharged me, it was meant to be £25 a month for 24 months as negotiated before signing up but they immediately took a DD of £39, took a while to get this resolved, then after 12 month it went back up to £39, so had to faff with that again.

Then I noticed poor speeds, like fast enough for most things, it's like they were just giving us the bare minimum for what we need. After I complained the speed went back up, but then after a few weeks it dropped again, went through this 3 or 4 times and they just kept trying to blame it on poor WiFi signal which was never an issue and trying to sell me more equipment, then blaming an ethernet cable, and my Eero device firmware (which updates automatically every time there's an update) I had a spare Cat6e cable and switched it, didn't fix the issue, they even sent me new ethernet cables which obviously made no difference. A 'manager' then tried to sell me a faster speed, at that point I got furious and asked to cancel early as they were in breach of contract. 

I did get a refund for like a month of slow connection after I complained and they were unable to fix it. 

I reckon I've spent 10-16 hours on this over the last couple of years, they are expert at transferring you to a different department and/or fobbing you off. They truly do not care about their customers, but then I guess the folks working for TT probably don't get treated well either, so why would they treat the customers well.