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Standard User Futaura
(committed) Tue 21-Dec-10 22:53:24
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Re: very poor download speed


[re: webb] [link to this post]
 
Wow, what a surprise laugh. Here's hoping that you get a quick resolution.
Standard User adywan
(learned) Wed 22-Dec-10 13:19:24
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Re: very poor download speed


[re: webb] [link to this post]
 
In reply to a post by webb:
hi ,my talktalk llu connection went live today,checked my router stats ,synching at 8.7 meg great i thought,ran a speedtest 1.8 meg download speed !! ran a load more all averaged out around 2meg !! not happy,i,m connected via the master socket,netgear dgn 2000 router,all router settings are correct,rang talktalk ,managed to get an english tech guy spent the next 1.5 hours doing various tests ,changing router settings etc ,no difference whatsoever , i,ve not recieved the router that was sent to me,the tech guy ordered a new one for me and wants to do some final tests with that one, however my mate also joined tt around a month ago ,i went round his house ,hes synching at 16 meg ,but getting the same download speeds as me !!! (same exchange ),i borrowed his tt router (d link 2680) connected it up exactly the same speed(or lack of !!) now what i have noticed is the the speedtests are all very inconsistant ,erratic ie the needle is all over the place,now my gut feeling is theres a problem at the exchange,nothing is showing up on tt website,or there something set incorectly somewhere,as it does seem like the speed is being held up for want of a better word,does anyone have any ideas,before i cancel my contract .many thanks


My daughter had the same problem when she joined TalkTalk. She was synced @ 14mb but only getting 2mb download speeds. Posted the problem in the Talk Talk members forum and this was fixed in a couple of days and she's now getting full speeds. The forum is a better place to get problems solved.
Standard User webb
(regular) Wed 22-Dec-10 13:29:55
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Re: very poor download speed


[re: adywan] [link to this post]
 
hi thanks for the reply ,do you know what the problem was with your daughters connection?it does sound very much like its the same thing


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Standard User webb
(regular) Sat 08-Jan-11 21:34:20
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Re: very poor download speed


[re: Futaura] [link to this post]
 
FINAL UPDATE ,after 24 days fighting talktalk over my very poor throughput (9 meg connection,an average of 2.02 meg download speed measured over 85 speedtests ) i,m leaving talktalk,i wont go into the lies ,lies and more lies that ive been told by talktalk,what i will tell you is that ive had 1 qube engineer out who stated that the problem lay at the exchange,and yesterday a bt openreach engineer,who stated that everything at my end was fine,and that he was going to the exchange to have a quick check and call talk talk with his findings and suggest a lift and shift (his words) the engineer promised he would call me with the outcome ,45 min later he called and stated THAT THE TALKTALK NETWORK TEAM ARE AWARE OF A SPECIFIC PROBLEM AT THE EXCHANGE WITH THE TALKTALK EQUIPMENT,AND THAT I WOULD BE GETTING A CALL FROM TALKTALK REGUARDING THIS,HE ALSO EXPRESSED HIS DISBELIEF THAT HE HAD EVEN BEEN SENT OUT !!! i then called talktalk jepordy team,to challenge them over the matter,the extremlely unhelpfull lady i spoke to put me on hold whilst she spoke the the network team,when she came back she told me in no uncertain terms THAT THE ENGINEER HAS NEVER CALLED TALKTALK,AND THERE IS NOT A PROBLEM WITH MY EXCHANGE,AND THAT HE MUST BE LYING TO ME !!!!!!! SHE THEN WENT ON TO TELL ME THAT BASICALLY THE FACT THAT I HAD A THROUGHPUT OF 2MEG ON A 9 MEG CONNECTION WAS ACCEPTABLE, !!! AND THAT THE LOSS OF CIRCA 5 MEG WAS PROBABLY DUE TO ME HAVING PROGRAMS RUNNING IN THE BACKGROUND ON MY EQUIPMENT ( 2010 27 IN IMAC RUNNING SOPHOS AV, 2010 DELL STUDIO 1558 I5 RUNNING KASPERSKY 2011,NO PROGRAMS RUNNING IN BACKGROUND !!!!) I PROMPTLY TOLD HER TO PASS ME THROUGH TO DISCONNECTIONS,TO BE ASKED BY THE BRIGHT SPARK THERE ( IS IT REALLY WORTH LEAVING OVER A FEW MISSING MEG OF THROUGHPUT ????) AND TO BE TOLD THAT I WOULD ALSO HAVE TO PAY A DISCONECTION FEE,I POLITELY TOLD HIM THAT I WAS WITHIN MY 30 DAY PERIOD,AND THIS PERIOD HAD ALSO BEEN EXTENDED BY A FURTHER 14 DAYS DUE TO THE PROBLEMS I,VE BEEN HAVING !!!!!!! so to cap it off i,ve placed an order with plusnet for there extra broadband and phone package,i,ve gone for the no contract option(better safe than sorry)its a few quid more than tt but i really couldnt care less, now im just hoping that tt dont mess me about on my move to plusnet or try to charge me for the bt engineer or ofcom here we come !! PS since tt were informed that i plan on leaving my throughput suddenly dropped to less than 1 meg !!
Standard User Futaura
(committed) Sat 08-Jan-11 22:38:03
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Re: very poor download speed


[re: webb] [link to this post]
 
Sorry to hear that - IMHO, you really should have steered well clear from the phone support and dealt with the problem soley through the TTMF. You still will have gone around the houses a little, but I think you would have gotten the issue resolved that way. That said, whether that would have happened within your 30 day trial period is debatable. Unfortunately, for a telco, TalkTalk's communication skills, particularly between departments, has gone downhill - reminds me of chinese whispers. I think TalkTalk are wasting a whole bunch of time and money with drawn out and inefficient troubleshooting procedures.
Standard User webb
(regular) Sat 08-Jan-11 22:55:07
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Re: very poor download speed


[re: Futaura] [link to this post]
 
i did initally use the forums ,but i was very mindfull of the 30 day get out clause ,xmas was imminent,and when your waiting 2+ days for a reply on the forums taking into account the xmas period ,the bank holidays etc i doubt very much that it would have been resolved in the 30 days,however after what i,ve been through with every other department in tt ,i really really wouldnt want to spend another second longer than necessary with them,to be constantly lied to time and again really gets my back up,i was prepared for poor customer service ,but this takes things to another level it really does,if anyone has any thoughts on joining please read this and do not even think of joining talktalk,i honestly have been gobsmacked by the sheer arrogance and blatant lies that have been passed off as customer service, i have never encountered a level of service this low EVER !!!!!!! i,m just waiting for them to screw me over on my migration now !!!
Standard User Futaura
(committed) Sun 09-Jan-11 13:56:53
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Re: very poor download speed


[re: webb] [link to this post]
 
What makes it worse is that customer services probably weren't lying per se - they just didn't know the details and couldn't explain the situation, due to complete lack of communication internally. It is also not unusual for BT Openreach engineers to say they've done things that they haven't. Not that I'm excusing TT, obviously. The forums were much, much better a couple of years ago, but I guess they were much less busy. I remember cases exactly like yours when if the problem was not actually fixed within 24 hours of you reporting it, you'd at least get a sane, real explanation as to when an ETA for a fix would be. That was back when there were guys from the networks team reading and responding on the forums - people who actually know what they were talking about and could directly investigate problems. Sending out 1 engineer, let alone 2, was a joke and completely unnecessary if they had better knowledge and troubleshooting procedures.
Standard User webb
(regular) Sun 09-Jan-11 14:19:41
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Re: very poor download speed


[re: Futaura] [link to this post]
 
i agree with what your saying totally,and i still believe that the problem 100% lies at the exchange,as i previously said my mate is also suffering the exact same problem ,to a worse degree to me ,he actually synchs at 16 meg,almost identical throughput speeds as me,in the test socket etc !! i honestly do believe what the bt engineer said ,why would he lie to me and potentialy land himself in a whole load of bother,its not as if he claimed hes done something to my line ,his words at my house were (i dont see why you shouldnt be getting any less than a throughput of 7 meg) i really wanted this to be sorted out ,if talktalk had told me yes theres a problem at the exchange ,we are going to sort it by xx and extended my get out clause until after the fix date ,then yes i would have been happy to stay !!! but i cant stay with a company that constantly decieves ,lies, and treats you like rubbish!!! after doing a bit more research into the matter ,i came across one of the speedtest sites that allows you to compare speeds in your area ,low and behold every talktalk speedtest in my area including ones basically on top of the exhange ,were at best the same as mine ,a lot even worse!!! suprise suprise !!! if any talktalk reps are reading this feel free to comment !!!
Standard User webb
(regular) Wed 12-Jan-11 11:16:13
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Re: very poor download speed


[re: webb] [link to this post]
 
quick update,after a strange call from talktalk yesterday,and several calls made by me ,talktalk have told mea lift and shift would be performed today(wednesday am) its now 11.11 am and it hasnt been performed yet !!i dad question why its take nearly a month to agree to do this,the lady i spoke to was genuinly apologetic,and upon reading my account notes couldnt believe what had been going on !! so lets see what the lift and shift brings,if it happens at all !!!
Standard User webb
(regular) Wed 12-Jan-11 19:44:09
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Re: very poor download speed


[re: webb] [link to this post]
 
well today came and went ,i,m not really sure that the lift and shift actually happened tbh,what i do know is that i had 4 disconections over a 4 hour period this afternoon,all this achieved was a reduced connection speed due to my snr being increased to 12 db from 6db,no change in my throughput whatsoever,now call me cynical ,but i do belive that all thats happened is talktalk just disconnected me at there end 4 times!!i thinks its quite telling that i never recieved the automated txt that normally occurs when something has been done,and i think that its just been one last attempt to con me into staying with them !!!to ad insult to injury ,i went to pick my son up from nursery today, i was a little early,so sat in car and browsed the internet on my iphone,i noticed that my iphone had picked up an unsecured wifi signal ,it was a talktalk signal ,i quickly did a speed test on my phone ,it gave a constant 6 meg with me recieving half a wifi signal on the iphone sat outside in a car !!!i discovered that the wifi belonged to the nursery,and informed the owner(i used to go to school with him) that he was unsecured !!!and he asked me if i could secure it!! this was duly done !! so i still dont know what the problem is or was with talktalk and my line,roll on the 25th for plusnet!!
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