Customer service very shocking!

I had fibre installed last week the first 5 days or so I was getting a nice stable connection of 70mb - 73mb download and even at some points getting the full 76mb download good pings everything going sweet.

Done a random test today and I found I was getting around 58mb download 20% less, so I called up TT asking for a simple reason why has this happened, the first Indian guy said we can not see any issues with your speed its all fine I asked to be put though to a manger which he did I explained the same issue again he said he would do a line test and call me back within 10 minutes.

30 minutes later he calls back and says the same [censored] there is no issue found your speed is fine, so I asked again ok no fault found which is what I expected but what is the REASON I have lost 15mb download since installation, I asked is there IP profiling or DLM for fibre he said NO there is no such thing in place for fibre once your connected that's it, so I asked again what is the REASON I have lost this speed again he said there is none, he then said I am 5 miles away from the exchanged this is causing the slowness I said I'm connected via the cabinet that's what FTTC is he then has the cheek to question me on my knowledge on ADSL, fibre, FTTC and everything trying to catch me out and basically said we don't care that your getting less speed your getting above the "estimated" speed and kept saying he can send an engineer at a cost! I was like what's an engineer going to do? He didn't say anything I asked who deals with your IP Profiling as this does exist he said no one does we don't have anyone that does this we can't control it and then started to talk fast so I could no speak saying some random [censored] and then hung up!

NOT IMPRESSED!

Edited by deleted (Thu 13-Jun-13 14:22:04)

Probably is no real answer as to why the drop in speed.

Maybe openreach DLM has kicked in and moved you to a more stable slower profile, or it might just be TalkTalk network was having a slow few seconds.

Phoning talktalk after one random test is a recipe for inducing stress

In reply to a post by MrSaffron:

Probably is no real answer as to why the drop in speed.

Maybe openreach DLM has kicked in and moved you to a more stable slower profile, or it might just be TalkTalk network was having a slow few seconds.

Phoning talktalk after one random test is a recipe for inducing stress

The "Technical Manger" said there is no DLM for fibre they are a total joke, first he said there is no IP profiling ether but 5 minutes later he said my IP profile is 62mb download said again what is the REASON for this other then TT are just slowing me down cause they can what they want what a JOKE the only option he gave me was ether pay for an engineer I don't need or downgrade to the slower package lmao!

Edited by deleted (Thu 13-Jun-13 15:09:02)

The forums here at TBB are great, and provide a wealth of knowledge.. however one word of advice when dealing with TalkTalk... use their official forum for help and no the telephone support, unless you REALLY have to!

The forum is Here

I hope this helps you out,

Just remember that the support is NOT real time, and they only work Mon-Fri.. however they are MILES better then the telephone support.

With fttc the ip profile is a direct calculation from the actual sync speed. It is 96.2% of the sync speed.

Ip profile and dlm are all controlled by openreach

I cannot see why anyone in their right mind would consider an ISP where the only decent support is an online forum. As much use as a chocolate teapot if your broadband is down.

1stly I did not offer the option when someones Broadband is down.. the OP mentioned a drop in speed so this was an idea opportunity to suggest the official forum!

I agree that in an ideal world phone support should be 100%or at least very close... but we don't live in an ideal world and wallets/purse strings are very tight

In such a situation some of us must look to save Money, and it can not be argued that we succeed in doing so by joining the likes of TalkTalk and their budget broadband offering..

It would appear from your post, that you have not had to make that decision!

also, most people have access to the internet in more than one way these days, be it mobile phone network or free wifi out and about. Failing that, a neighbour or friend can help.

In reply to a post by CJT:

1stly I did not offer the option when someones Broadband is down.. the OP mentioned a drop in speed so this was an idea opportunity to suggest the official forum!

I agree that in an ideal world phone support should be 100%or at least very close... but we don't live in an ideal world and wallets/purse strings are very tight

In such a situation some of us must look to save Money, and it can not be argued that we succeed in doing so by joining the likes of TalkTalk and their budget broadband offering..

It would appear from your post, that you have not had to make that decision!

So possibly you could enlighten me regarding my purse strings. If you want a pointer, my income has dropped by 66% in the last 4 months, but I would still drill holes in my head before I considered TalkTalk, who incidentally unbundled my still Market 1 exchange 2 years ago.
Even good customer service would not tempt me to the pile 'em high merchants!
http://img708.imageshack.us/img708/8905/hqke.jpg

Edited by professor973 (Sun 16-Jun-13 16:29:59)

http://img708.imageshack.us/img708/8905/hqke.jpg

I find this really misleading...
Customers on Sky, TalkTalk etc are more the average Joe Bloggs who choose the mass market providers. These people have far less knowledge overall than someone who chooses Entanet reseller.

The speedtest is higher on this ISP, not because sky only provides 3.3 Mbps but because the sky customers have probably incorrect setups e.g unfiltered sky boxes, extension leads, not in the master socket etc.

People on entanet are overall more likely to get this right.

So I feel speedtests like this aren't really representative. I for one know on Sky at all 3 houses I've been at have given me better speeds than any other provider.

Also for a long long time sky gave free 2Mbps internet which brings their results down.

AOL still has some legacy customers on 1Mbps fixed products too.

It's not a like for like comparison what so ever.

As for TalkTalk they're overall not bad connection wise, it's just customer service which sucks.

Edited by ukhardy07 (Sun 16-Jun-13 19:35:16)

In reply to a post by ukhardy07:

http://img708.imageshack.us/img708/8905/hqke.jpg

I find this really misleading...
Customers on Sky, TalkTalk etc are more the average Joe Bloggs who choose the mass market providers. These people have far less knowledge overall than someone who chooses Entanet reseller.

The speedtest is higher on this ISP, not because sky only provides 3.3 Mbps but because the sky customers have probably incorrect setups e.g unfiltered sky boxes, extension leads, not in the master socket etc.

People on entanet are overall more likely to get this right.

So I feel speedtests like this aren't really representative. I for one know on Sky at all 3 houses I've been at have given me better speeds than any other provider.

Also for a long long time sky gave free 2Mbps internet which brings their results down.

AOL still has some legacy customers on 1Mbps fixed products too.

It's not a like for like comparison what so ever.

As for TalkTalk they're overall not bad connection wise, it's just customer service which sucks.

You are quite wrong. After TT unbundled my exchange, they door knocked the 2,500 properties twice in my village offering 'Cheap' broadband and most jumped in blind. It is the usual piled high TT service. 60 different users have used the uSwitch test alone in my village, double the number of BT tests.
Also I have recently travelled to the other side of Suffolk and down to south Essex to help three different users sort problems. All on TT LLU and less than a mile from the exchange. None were getting more than a 5 Mbps service while others in the same street on BT were getting 16 to 20 Mbps. No extension wiring in all cases and router on short tether to master. Also you have not seen the wiring around here, taking in outbuildings, networked CCTV and even the dreaded homeplugs. As for people on Enta, they order, it is swithced on and it just works like from any other ISP. This one had a far less reliable service with other ISPs. Nuff. said in my book.

Edited by professor973 (Sun 16-Jun-13 20:01:29)

Can't say I've ever seen it this bad

I've used talktalk connections at friends quite often and they're always great on speedtests. Compared to the sync they're always pretty ok

What I have noticed is that on all TT lines speedtests are good but when loading websites it feels slowish

Believe it or not, many of us choose TalkTalk not because its ridiculously cheap (though it helps), but simply because there's no other LLU isp or BT 21CN at the exchange - its the only way to get > 8 meg speeds. Like you i used to hate TT with a passion (was with premium isp's such as Goscomb and Netplan paying ~ 50 notes a month) but back in Sept 2010 TT LLU'd my market 1 exchange in the Scottish Highlands which BT or Sky won't touch with a bargepole. I reluctantly signed up with TT on the basis that i could leave within 30 days if not happy. Well >2 years later i'm stiill with them so they must be doing something right. I get 18 meg speeds 24/7 on an atten of 29 db. i download close to 1TB data a month. I get great pings of ~ 15 ms (fastpath) and been lucky enough have a static ip address. I would happily pay £50 a month to TT for the service i'm getting but the fact i'm paying £15 incl line rental is a bonus. Give TT a try, you might be in for a pleasant surprise

Edited by deleted (Sun 16-Jun-13 20:33:37)

websites are only sluggish when you use the talktalk DNS servers i personally use google DNS and websites open in a flash i also had an issue tuesday when my fibre was connected and i first used the new talktalk hg533 router that i couldnt stream any videos from bbc sport or sky go until i changed the DNS to google

Edited by deleted (Sun 16-Jun-13 20:29:11)

In reply to a post by ukhardy07:

What I have noticed is that on all TT lines speedtests are good but when loading websites it feels slowish

That's because TT's DNS servers are not the fastest around. Use something like OpenDNS or OpenNIC DNS servers (i use the latter) and web pages load fine.

EDIT: Ianph beat me to it

Edited by deleted (Sun 16-Jun-13 20:30:27)

I fell for the TT patter for Landline about 6 years ago, but was sold such a pig in a poke I was able to get out without penalty after a couple of months. The "free" broadband was not available here. the TT mobile sim that gave free calls to other users was only available from a TT shop god knows how many hundreds of miles away. The BB Connection & disconnection charge, along with caller display and God knows what else, was quite a reality check after a few years with B.T. You know the saying, "Once bitten, twice shy/You get what you pay for/Pay peanuts, get monkeys", so now I ain't fixin' what's not broke!
Edit: Pleasant Surprise - http://forums.thinkbroadband.com/talktalk/t/4245811-...

Edited by professor973 (Sun 16-Jun-13 20:57:45)

Like Baby_Frogmella, I'm happy with TalkTalk. We've got two ADSL lines with TalkTalk. One is a business line, one is residential. ADSL sync speeds have been excellent on both. In several years, nearly five, we've had one problem - a line fault outside the premises - a tree branch rubbed through the drop wire. TalkTalk liaised promptly with Openreach and in a timely fashion the problem was soon solved. Here's hoping that TalkTalk can continue with its good service as it takes on more FTTC customers. Also that its back-haul network is up to the challenge. There are question marks over the network capacity of another leading Communications Provider..

cheers, a

Edited by deleted (Sun 16-Jun-13 21:32:57)

There are question marks over the network capacity of another leading Communications Provider..

Who?

In reply to a post by ukhardy07:

There are question marks over the network capacity of another leading Communications Provider..

Who?

According to Google, just about every provider that tries to do the same as BT for less.
https://www.google.co.uk/search?q=broadband+provider...

In reply to a post by professor973:

... All on TT LLU and less than a mile from the exchange. None were getting more than a 5 Mbps service while others in the same street on BT were getting 16 to 20 Mbps...

unless you quote the sync speeds, the throughput speeds are utterly irrelevant. No ISP is able to give more throughput than the sync speed allows.

In reply to a post by Myth:

In reply to a post by professor973:

... All on TT LLU and less than a mile from the exchange. None were getting more than a 5 Mbps service while others in the same street on BT were getting 16 to 20 Mbps...

unless you quote the sync speeds, the throughput speeds are utterly irrelevant. No ISP is able to give more throughput than the sync speed allows.

You don't say. Thanks for that valuable snippet. It may well enable me to assess and setup other peoples equipment as well as I have mine for many years.

your tone indicates you knew this, yet didn't share syncs earlier and still don't share them...

why?

In reply to a post by Myth:

your tone indicates you knew this, yet didn't share syncs earlier and still don't share them...

why?

Why the hell should I at your say so. I was expressing an opinion that was on track with the thread title, not asking for help - Bit more 'Tone' for you to pick at.

Post deleted by MrSaffron

Post deleted by MrSaffron

Edited by professor973 (Tue 18-Jun-13 08:46:31)

he probably is looking in. However he has 9 years worth of posts by me he can check if he likes, and he will see I've never called people bad names before, mostly because when people are behaving like you they normally show average or low intelligence. I don't think that of you, which is why I hold you to higher standards, and think you should change your name as you haven't shown the qualities to be one.

If you could step outside the red rage for a second you might be able to wonder why I am moved to such an outburst in your case.

You have made your first impression on me, and you don't get another chance at a first impression. I am, however, a great believer in second impressions.

Thanks for my daily chuckle though, keep up the good work.

Edited by deleted (Tue 18-Jun-13 17:19:48)

Phoning TalkTalk for _anything_ is a recipe for inducing stress.

In reply to a post by ashmo:

I had fibre installed last week the first 5 days or so I was getting a nice stable connection of 70mb - 73mb download and even at some points getting the full 76mb download good pings everything going sweet

Firstly: What is your sync speed?

Secondly: Read and understand this. In the budget broadband market, companies provide a helpdesk because they have to. The poor customer service on all the major ISPs is deliberate - it's aimed to be so bad you exhaust all other options first, but not quite so bad that you take your wallet elsewhere.

I had enough and jumped ship a few months back. Ironically the new provider I'm with uses TT LLU, but the level of customer service I get is a different Universe from what you'd see with TT. It costs £5/month more but IMO it's worth that much to be able to speak directly to someone who's not constrained by scripts and has a few clues about what's actually going on.

Even with them, there's still BTOR to contend with and getting VDSL2 installed took 8 attempts, including ones where a voice or DSL faultmen were sent "We're not certified to do VDSL installs!", noone showed up but the job was marked as completed anyway and one where an installer showed up, just not at my location(we proved that by checking CCTV footage for the times he claimed to be hammering on the door and offering to provide footage to the ISP. Thankfully the new provider was able to escalate and get an installer rebooked for the next day on almost every occasion, vs TT's "Oh you have to wait 2 weeks for the next booking slot"

What's utterly clear is that BT's internal systems are completely unfit for purpose, however this affects external clients more than BT retail so they don't give a flying fig.

Good, fast, cheap:. Pick any 2.

Responding with personal attacks is not the way to calm things down, hence post deletion once we become aware of the post.

Moderation is not a job of reading every single post that is made to the forums, while a lot does get read there is no way we would guarantee to read every post. That is why there are mechanisms to report posts that people feel are breaking the rules.