For the first time in almost six years I had to call TT support, with, I have to admit some trepidation. I was not getting an ADSL signal on my router and had gone through the usual diagnostics to no avail. I did not have a spare router having given my old backup one to a friend
I got straight through to an agent and when I described my problem he ran some tests and could 'see' that my router was not connecting. He then went through his various scripts and talked me through various diagnostic tests. No problem that I was using an iMac and did not have the original TT supplied router.
After some 20 minutes on the phone we agreed that there was a problem that would require an engineer visit. He said he would arrange for an engineer to call me. As this was a Friday afternoon I was now resigned for a weekend without internet, except on my mobile or iPad. Despite living only 14 miles from a major city in west Central Scotland, I cannot get a 3G connection.
Much to my surprise an engineer phoned ten minutes later to schedule a visit. Even more surprising he offered me several slots next morning!
Engineer turned up promptly at 9 a.m. and replaced the router with a new one he had brought. 5 minutes later everything was up and running. I have eight computers, various tablets and a Sky box connected.
By way of thanks I offered him a cup of tea and a bacon butty which he gratefully accepted.
Performance with the new router, a TT labelled D-Link rebadge (DSL-3780) is much improved.
Download throughput has gone from 1.8 MB/s to 2.1 MB/s.
Router stats below...
Up 1020 kbps
Down 19182 kbps
up 11.1 dB
down 6.2 dB
Having seen various horror stories regarding TT support over the years I can only say I was impressed and am a satisfied customer.