TalkTalk rep required

Is there such a thing as someone from TalkTalk that can help because since signing up to talk talk last week ive had issues and have had no joy in getting someone to contact me regarding siging up to the members forum despite sending numerous messages and i had the misfortune of experiencing telephone support -

Please let me know what account info you require from me, i have my router stats :

Mode: ADSL2 PLUS
Type: ANNEX_A
Status: Showtime

Downstream Upstream
Rate (Kbps): 16899 kbps 816 kbps

SNR Margin (dB): 11.5 12.3
Attenuation (dB): 25.0 13.1
Output Power (dBm): 0.0 11.3

Super Frames: 4643779 4643780
RS Correctable Errors: 41326 65531
RS Uncorrectable Errors: 31 65504

HEC Errors: 675 0
Total Cells: 14748 72547
Data Cells: 1934875 357363
Bit Errors: 0 0


the down speed is erratic to say the least and varies from 300kb up to 14meg on speedtests daily, yes ive done all the checks required inc master socket check etc.

I am a whisker away from cancelling and this is my last attempt at reaching someone.

regards

Jason Jones

Hi Jason

Recommend you join the TT Members Forum as that is where the TT reps hang out. You will find them a lot more helpful than the call centre staff who work to a script.

Go here and register.

In reply to a post by supfly51:

Is there such a thing as someone from TalkTalk that can help because since signing up to talk talk last week ive had issues and have had no joy in getting someone to contact me regarding siging up to the members forum despite sending numerous messages and i had the misfortune of experiencing telephone support -

Please let me know what account info you require from me, i have my router stats :

Mode: ADSL2 PLUS
Type: ANNEX_A
Status: Showtime

Downstream Upstream
Rate (Kbps): 16899 kbps 816 kbps

SNR Margin (dB): 11.5 12.3
Attenuation (dB): 25.0 13.1
Output Power (dBm): 0.0 11.3

Super Frames: 4643779 4643780
RS Correctable Errors: 41326 65531
RS Uncorrectable Errors: 31 65504

HEC Errors: 675 0
Total Cells: 14748 72547
Data Cells: 1934875 357363
Bit Errors: 0 0


the down speed is erratic to say the least and varies from 300kb up to 14meg on speedtests daily, yes ive done all the checks required inc master socket check etc.

I am a whisker away from cancelling and this is my last attempt at reaching someone.

regards

Jason Jones

i cannot even sign up to the forum!!!!!!!!!!!!!!!!!!!!!
The system say my account and telephone numbers do not exist, ive sent numerous messages over the last couple of days using the talktalk online 'contact us' forms to get this resolved and it still hasnt been, 'contact us' Now theres a joke!!!!!!

Are these speed tests via a wireless or wired connection? Presumably you are talking about TT's own speed tester? (others will not necessarily be reliable due to their own network congestion)

They were doen using both, my ps3 is connected via lan but pc is wireless as its on the other side of the room to the router.
I tried the TalkTalk speedtest and it wasnt working

What speed is given under the network connection test on the PS3? Although, this isn't necessarily as accurate as the TT speed tester. I think you first need to rule wireless out as the problem, as just because it is on the other side of the room, doesn't mean it won't be affected by interference. Try changing the wifi channel on the router to see if it helps, and maybe try something like inSSIDer on the PC to check what the wifi traffic is like.

The speeds vary through different times of the day, basically im getting around 3meg in the morning then up to 14meg in the evening with a disconnect and 300kbs speed two nights ago!

I had no issues like this with IDNET for 3 years so how do i need to go through all of these checks etc. just to rule out what i knew worked perfectly before.
ANd still i havent been contacted by a TalkTalk person, its unbelievable how shoddy they are, they even had the cheek to send me an email requesting a feedback survey from my abysmal telephone dealings with them.

1, Does the downstream Rate reported by modem every vary?
2. How long had the modem being running when you posted those stats? Why? Because a lot of errors are showing up.

If you unplug everything from the line and use just the test socket and run the modem for a while do the error stats build up?

Jason,

If you do cancel your TT account and thus full LLU what will happen about your line rental? Will you have to go with a 12 month BT contract in order to be reconnected to their kit for free? Or will TT reconnect you to the BT kit for free if you cancel during the cooling off period?

Heard somewhere that Post Office line rental short term contacts might be one way of doing it for free, but I'm not sure about that...basically TT have you by the "short and curlies" with no easy way out if they don't reconnect to BT kit for free

Edited by 4M2 (Sat 15-Oct-11 18:39:45)

In reply to a post by MrSaffron:

1, Does the downstream Rate reported by modem every vary?
2. How long had the modem being running when you posted those stats? Why? Because a lot of errors are showing up.

If you unplug everything from the line and use just the test socket and run the modem for a while do the error stats build up?

Just checked stats again and the down is still the same, errors are now at 1161.
Router has not been reset at all since starting this thread but running previously say for around 24hrs
I did attempt a talktalk speedtest but it came back with 'there is a problem with your exchange'
Maybe thats the issue, i'll monitor tonight, tomorrow morning and midday to see if anything changes.

I'll have to run the test socket tonight and report my findings

Here we go again, the same as the other night, connection dropped out at 2am right in the middle of an online ps3 game and these are the router stats straight after :

Mode: ADSL2 PLUS
Type: ANNEX_A
Status: Showtime

Downstream Upstream
Rate (Kbps): 2296 kbps 100 kbps

SNR Margin (dB): 8.8 12.0
Attenuation (dB): 53.0 50.2
Output Power (dBm): 0.0 12.3

Super Frames: 55647 55648
RS Correctable Errors: 117 65509
RS Uncorrectable Errors: 0 65504

HEC Errors: 0 0
Total Cells: 71059 203159
Data Cells: 464506 53603
Bit Errors: 0 0

Massive amount of loop loss (attenuation) there Jason. Were things fine with your previous ISP using a similar set up?

Yes with IDNET i never had an issue in 3 years, all i did was switch to talktalk, unplugged cables from my old router into talktalks router exactly the same.
Im going to try using my old router later to see how that shapes up, until then im at a loss.
Stats now are :

Mode: ADSL2 PLUS
Type: ANNEX_A
Status: Showtime

Downstream Upstream
Rate (Kbps): 3217 kbps 155 kbps

SNR Margin (dB): 9.8 8.6
Attenuation (dB): 53.0 51.4
Output Power (dBm): 0.0 12.3

Super Frames: 1243379 1243380
RS Correctable Errors: 4980 0
RS Uncorrectable Errors: 5 0

HEC Errors: 35 0
Total Cells: 80246 26025
Data Cells: 42006058 2440818
Bit Errors: 0 0

Looks like a line fault as your attenuation has changed

from "Attenuation (dB): 25.0 13.1"

to "Attenuation (dB): 53.0 51.4"

Ok thanks, looks we're getting somewhere finding where the fault lies, now i just have to wait until talk talks fantastic support team start work on a monday, wish i had a 5 day week job

Is there any noise on your phone? It'll have to be a wired phone to check, not digital.

Willing to be wrong, but tempted to suggest it is an issue with the jumpering/wiring to the Talktalk hardware at the exchange.

Or it could be a router problem or home wiring issue, which swapping out the router could help diagnose.

So checked 30 minutes ago and the same stats as earlier, replaced microfilter with talk talks own, replaced fly lead from microfilter to router, new stats are :

DSL (Sync) Summary

System Uptime 0:02:55

Modem DSL(Sync) uptime 0:02:22

ADSL Mode ADSL2 PLUS

Interleaving On

DSL Line Speed
up 988 kbps

down 18033 kbps

Line Attenuation
up 13.0

down 25.0

SN Margin
up 9.3

down 8.7

Total Errors Seconds 0

No im not saying its down to the changes i made as i had no issue before, it may simply be that as ive disconnected a few things that the dsl line has reset and is having a funny turn again so may well be back to low speeds tomorrow morning which is when it generally happens, i will update

I've had instances of microfilters going bad over time, and one flylead, so it could easily be those. Keep the flylead as short as possible, especially if it is a flat one.

In reply to a post by supfly51:

So checked 30 minutes ago and the same stats as earlier, replaced microfilter with talk talks own, replaced fly lead from microfilter to router, new stats are :

So is that on your old router or the TalkTalk router?

On the talk talk router but also checked my emails after posting the update and id had an email earlier in the day from TT support regarding my issue that id logged about dropouts and slow speeds a few days ago, they asked me to do the usual checks which ive already done, so im now wondering if they've done something for me to get this high a sync as its the highest ive had since joing TT.

No I don't think they did anything, I think it's down to what you did.

looks like it has dropped to 9 target margin instead of 12, hence the extra speed.

Should get 1M upstream on that line length

hi supfly51,

If you join the TalkTalk Members Forum we can look into this for you. if you have any issues with registration please use the Contact Us form on the Tt members site and this can be addressed.

Regards

Mark
TalkTalk Online Community Executive

Can't you read? He already did!

In reply to a post by supfly51:

ive sent numerous messages over the last couple of days using the talktalk online 'contact us' forms to get this resolved and it still hasnt been, 'contact us' Now theres a joke!!!!!!

In reply to a post by XRaySpeX:

Can't you read? He already did!

In reply to a post by supfly51:

ive sent numerous messages over the last couple of days using the talktalk online 'contact us' forms to get this resolved and it still hasnt been, 'contact us' Now theres a joke!!!!!!

Not a good idea to be rude to ISP reps who are trying to help, is it?

Hi,

There are 2 differnt "Contact Us" Forms. The Contact us form on the TT webiste are directed to the corespodence teams.


I referred to the Contact Us Form on the TalKTalk Members forum where the Online Community Department have visibility of all emails received. At present all Emails via this Contact Us page have received replies within 24-48 hours.

Regards

Mark
TalkTalk Online Community Executive
TalkTalk Online Community Department