TalkTalk Help

Despite being warned, my mother in law decided to sign up to TalkTalk for phone and broadband and recently i did a speed check to see what speeds she was getting. Speed test showed a 6meg download speed and a connection to the exchange of 8meg, so i rang TalkTalk to explain it looked like her profile was stuck. After a brief discussion i was informed her line was unstable and had seen repeated disconnections so her line had been set to a connection speed that was stable.
I had a look at her router settings and was pretty amazed to find the default router setting for her connection was set to "connect on demand", no wonder her line was looking unstable.
Anyway i changed that to always on and since then she has had a connection for over 5 days with no problems at all, now before i have to go through the pain of talking to TalkTalk again over the phone how long should it be before her line should see an increase in profile/Connection speeds?

If i was you i would get your MIL to register at the TT Forum and post your question, the OCE's are very helpful.and its a lot less hassle than phone support.

http://www.talktalkmembers.com/forums/index.php



Edit - replaced link.

Edited by Jack_Hackett (Mon 04-Jul-11 17:36:42)

Post deleted by ste211270

Advice is exactly as jack has said , use the forum for support issue , never the phone .

Just one point (because it may be she has no problem at all - call centres are known for just saying any old thing to make the caller go away), you say the speed test result was 6Mbps and the connection speed was 8Mbps.
6Mbps isn't too far off the maximum possible data download speed of an 8Mbps connection (the actual theoretical limit, taking overheads into account, is around 6.6 - 6.7Mbps).
You will never get a download speed of 8Mbps from an 8Mbps connection (it's just not possible - part of the 8Mbps is used for IP or ATM overheads).

What does the speedtester on this (the ThinkBroadband) site tell you?

In reply to a post by D_Parker:

Anyway i changed that to always on and since then she has had a connection for over 5 days with no problems at all, now before i have to go through the pain of talking to TalkTalk again over the phone how long should it be before her line should see an increase in profile/Connection speeds?

If she's been connected solidly for 5 days, chances are she's on the correct profile based on her sync speed...TalkTalk's DLM normally puts you on the correct profile within 2-3 days. Post her current line stats and along with a latest speedtest and we'll tell you if she's on the correct profile or not

All the ISP's ive been with had the same problem.
Ukonline were the fastest getting it sorted because ofc they had direct control over the settings.

Normally a profile of 15db,(fast path) this gives me the best type of service.
I noticed via that forum you can ask for DLM to be turned off I know thats going to be my first request.the amount of Dc's we get down here its primary reason I didnt bother with BT because DLM was just going crazy.

Just noticed how thick i am at times, i should have said in the original post that she signed up for the 24 meg broadband and only connects to the exchange on the old 8 meg profile, my apologies for being dumb at times.
In regards to signing up to the TT forums, ill explain that to her when i can as atm she is away visiting a sick relative so cant get to a pc for now. I did get a screenshot of her router stats if thats any help though.

router stats

Edited by deleted (Wed 06-Jul-11 13:47:14)

Does your mother-in-law live in the exchange? With a downstream attenuation of 12db i'm fairly sure she does!

On a serious note, yep it definitely sounds like she's on a stuck 8 meg profile. Once TalkTalk remove the cap her modem should sync at 20 meg at least.

In reply to a post by baby_frogmella:

With a downstream attenuation of 12db I'm fairly sure she does!

And I'm fairly sure her attenuation figures have been reversed by the router; Down Attn. usually 2 x UP Attn. So she's more likely 1 mile from exchange with a downstream attenuation of 25 dB.