In reply to a post by Kaoshan:

Yep... As TT seem to have a reputation for poor customer support I was impressed at the speed and efficiency of their response. No call out charge and a free of charge replacement router. The engineer even had to travel some distance to get here and I'm only paying for their basic broadband/telephone package.

I've heard of them sending routers out for free, but sending a TalkTalk engineer to plug it all in sounds very unusual. I wonder under what circumstance they authorise this work since there's no way they could provide this service to everyone.

In reply to a post by Oliver341:

I wonder under what circumstance they authorise this work since there's no way they could provide this service to everyone.

Possible answer: Customers live in Sheffield area and makes nice bacon butties ?
Ah, this customer is in Scotland... Maybe not then.

And they haven't entered you into a new min term contract ?

In reply to a post by tommy45:

And they haven't entered you into a new min term contract ?

No. Engineer/Repair man did not even talk about this.

Have you checked your account ? as that's another thing their support staff where good at keeping you in the dark,some only found out months later, wether ofr not they still continue with this dodgy praitice i don't know

Online account... so far so good.

Will keep in mind. Thanks for the advice.

I can not agree with you more.
I am a retired Capt. with the Royal Signals, MVP, MCNE, etc etc.

I know how to fault find my own line to the box and have the kit to do it.

I rang "Residential Support" and couldn't understand the agent on the other end at all, I had to apologise and asked to be transferred, which was done.

They said the line was fine and that there were no problems, I was paying for a 32down and 2up line.

I politely pointed out to them, that the fact that I had an Asus N66U modem connected made no difference to them what so ever and their ports were open for testing as usual. I know because they test the line every day being a member of their "Beta Team" !!!!!

After six weeks of barely 1.5mb down and .5up a BT engineer happened to call on us for the keys to one of our flats to add a telephone line for our tenant. I paid him to come back and check the line.

I had pinpointed a weak joint in the road cable, and even put a chalk mark on the pavement where I thought the fault was. The BT engineer agreed, there was an inspection cover a couple of inches away, he opened it up, put some tape over a BARE WIRE, and low and behold the problem was solved !!!

Every day for over six weeks I had been ringing TT with this problem and they would NOT ACCEPT IT one bit, nor would they call out a BT engineer on my behalf even though I offered to pay.

If TT choose to argue with this post, I am prepared to stand up in a civil court and show them my paper work and records of calls and let a Magistrate of Civil Court Judge make a Judgement.

I am very happy to report that tomorrow, 5/5/15 we move back over to BT !!!!

Talk Talk in my opinion are OK, until something goes wrong....

Edited by TrevorSP (Mon 04-May-15 11:23:43)

I too jumped ship to BT but don't kid yourself that they are any better.

On my activation day I got phone via BT but no broadband. This was on a Friday and having made many phone calls and had a missed engineer appointment, (they failed to pass the info to OR) I finally got broadband on the Tuesday.

It was because of an incorrect connection in the street cabinet.

I wish you better luck!

Well, I don't know what area you are in, but we are in sleepy, very sleepy, Clacton on Sea! Our phone and broadband went off at about 1400hrs, back by 1430hrs, I wasn't going to carry it around listening for a dialling tone !!!!

Broadband sort of came on at about 1600hrs and then properly at 1700hrs, I have jumped from about 12-15mbs/2mbps from TalkTalk, paying for up to 40 and their always blaming the lines, to a very respectable 37mbps/8.7 !
So I certainly have no complaints here.
I have tested the line and even the pings are better.
Already I feel much happier...........
HOWEVER, having heard horror stories about TalkTalk billing I am not jumping away from the TalkTalk Section of Thinkbroadband just yet
I may have a few hurdles to jump yet !!!

Sorry to hear about your change over and that it didn't go as smoothly as ours!!!
As for the new BT Hub 5v3, well, just have to spend the next few days seeing which is best, I have a nice Asus N66U and then use the other as an AP,

In reply to a post by Kaoshan:

Online account... so far so good.

Will keep in mind. Thanks for the advice.

I've found the FAQ page for this service: http://help2.talktalk.co.uk/about-brightsparks-engin...

"If the fault is outside your property or caused by a fault with your TalkTalk supplied equipment then you won't be charged."

From your OP I gather you were not using a TalkTalk router so technically the fault was not "with your TalkTalk supplied equipment" and you could be charged under their terms.