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.

Checked on samknows it says she is "358 metres" from her exchange which is about right. You can more or less see the exchange building from her house, so now i guess i either wait till she gets back and try and sort it via the TT forums or phone TT on her behalf which i have authority to do and try and get them to sort it.

In reply to a post by D_Parker:

Checked on samknows it says she is "358 metres" from her exchange

That's crow fly distance; it's line length that counts!

One or two small things. Is she using the TalkTalk supplied router or an older one? Didn't see that mentioned because if it's not ADSL2 compatible then it won't go any faster.. Also, If she has just switched she may still be on 8Mb. IIRC when I switched, my voice line was switched first and later the BB went over.

I could still connect using my TalkTalk details but only got 8Mb. After they changed my BB to full llu I got the increased speed....

In reply to a post by SimonCandest:

One or two small things. Is she using the TalkTalk supplied router or an older one? Didn't see that mentioned because if it's not ADSL2 compatible then it won't go any faster..

Dude can't you read? She's already synced in ADSL2+ mode
https://lh6.googleusercontent.com/-L9ik_pLwQRU/ThRWg...

Edited by deleted (Thu 07-Jul-11 08:26:00)

Yeah m8 she is using the new TalkTalk router ie the big ugly white one lol.
I think im going to have to ring CS one more time for her to see if they will get of their backsides and sort it out before i explain about signing up to the TalkTalk forums. Her connection is now over 7 days which should have triggered a higher sync and connection speed but its still stuck at 8meg connection and 6-7 meg download speed.

In reply to a post by baby_frogmella:

In reply to a post by SimonCandest:

One or two small things. Is she using the TalkTalk supplied router or an older one? Didn't see that mentioned because if it's not ADSL2 compatible then it won't go any faster..

Dude can't you read? She's already synced in ADSL2+ mode
https://lh6.googleusercontent.com/-L9ik_pLwQRU/ThRWg...

Chill frog! I did not see that link in the post. Pull your legs in less a frenchman takes a fancy to them.

Didn't see the link to the routerstats pic. Yep, something is stuck. Get onto the forum. It's the best way to get it fixed.

FInally managed to register her on the Talk Talk forums, i finally had enough of dealing with these muppets after talking to their phone support again yesterday and getting someone with a really massive chip on his shoulder. They tried to tell me that her speeds were fine and there was nothing they could do as she lived over a 1000 meters from the exchange.
Emailed Dido Harding to explain the problems the MIL has had with both her broadband and her billing and had a quick reply to say she would get someone from her team to investigate and get back to me, so now ill wait to see how that pans out.

Update:
Finally managed to get her the speeds she should have been getting in the first place, a 22meg connection at the exchange and a download speed of around 19meg. She is more than happy with that so now to sort out her bills which are a different matter entirely.

thats brilliant news.
That Emma on the billing side of the forum on talktalk seems like the big cheese over there.

Seems to get things sorted from the posts ive been reading earlier this evening.

Just out of interest was it my colleagues on the forum who resolved the speed issue.

Emma does indeed work the Customer Service and Billing section.


Ady

Emma helped clarify a few things on the Billing side.
Mark I believe was the person who helped with the speed issues.

The speed issue for the MIL was sorted by someone called OCE_Michelle from the talktalk members forum. As for the billing side, thats yet to be resolved and again this month she has been incorrectly billed and overcharged. First 3 bills all wrong and each time a different excuse so im kind of getting used to phoning, arguing, getting refund and then being billed wrong again.
Suffice to say once the contract is up she is off somewhere else.