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Standard User RNella8
(newbie) Tue 25-Feb-20 16:26:34
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TalkTalk: what's going on? We used to be happy-ish, not now!


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We've been with TalkTalk for 4-5 years as we are short of choices (we live in London, about 5.4 km from central London, i.e. Westminster). We are on basic broadband (not fiber).
For the past couple of months we've been experiencing intermittent internet connection. A slow connection was identified and a new router was sent to us but still not much joy.
The past 2 weeks I've been on the phone with TalkTalk and have been kept on the phone for sometime, while the tech support 'run checks'. I've been asked the same questions by each tech support specialist and every time they blame it on the number of devices, usually 6. Today it's only my mum and I at home, the internet connection is appalling! When I asked the tech support for the router's IP address, she seemed to have changed the tune and said that we were sent the 'wrong router' (the current router is only 3 weeks old). They'll be sending us a new router. I think that something is not right.
Does anybody know if there are underlying issues with TalkTalk, at present?
Standard User MCM
(knowledge is power) Tue 25-Feb-20 19:27:18
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Re: TalkTalk: what's going on? We used to be happy-ish, not


[re: RNella8] [link to this post]
 
Are you on an ADLS2+ connection and if so is this through choice or is FTTC not available in your area? You can check using the BT BROADBAND AVAILABILITY CHECKER. Since you are on TalkTalk you will need to use the Address Checker, Proceed, enter your postcode and then choose your address from the drop down box. What does it say is available and what maximum and minimum speeds does it suggest you should be seeing?

When measuring your speeds is this using wi-fi? If so, if you have a device with a LAN port, can you try connecting using a network/LAN internet cable. How does your router connect to your phone line? Are you connecting via the master socket or are you using an extension?
Standard User Chippy_Tea_
(committed) Wed 26-Feb-20 15:53:00
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Re: TalkTalk: what's going on? We used to be happy-ish, not


[re: RNella8] [link to this post]
 
If you are getting nowhere by phone give live chat a try i prefer it - https://community.talktalk.co.uk/#contactus

Another option is the community form its not live support but it is very good -
https://community.talktalk.co.uk/t5/custom/page/page...


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Standard User RNella8
(newbie) Fri 28-Feb-20 13:32:03
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Re: TalkTalk: what's going on? We used to be happy-ish, not


[re: Chippy_Tea_] [link to this post]
 
Thank you.
I was on the phone (again!) with tech support and when I was asked (again!) the number of devices that were connected on the network, I said 'you can see them and I too see them, 6 of them, because I'm in the router'. At that point the tech support person said that we had 'the wrong router'. She sent a new router, a 'super router' (D-Link), which arrived before yesterday and was installed yesterday. All good and well till this morning! We had no internet access at all and had to be back on the phone with Talk Talk. Apparently we are now in the 'optimisation/stabilisation phase' and it will last 10 days for the speed to adjust to optimal (no kidding!). Basically we will not have internet access for some of the time or the connection will be very slow (we're supposed to have at least 5Mb--never had that!).
Let's see what tomorrow will bring. Quite frankly I think that something is up!
Standard User Chippy_Tea_
(committed) Fri 28-Feb-20 15:09:08
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Re: TalkTalk: what's going on? We used to be happy-ish, not


[re: RNella8] [link to this post]
 
In reply to a post by RNella8:
. Basically we will not have internet access for some of the time or the connection will be very slow (we're supposed to have at least 5Mb--never had that!).


I am no expert but that doesn't sound right to me once connected you shouldn't lose your connection unless something is wrong, i would give live chat a try something smells fishy to me.

Have you looked at your router stats?


The quote below says it should be at its fastest when first connected.
Apparently with FTTC lines start as fast as they can go and the DLM works down from there depending on errors, performance and dropped connections.
Standard User RNella8
(newbie) Sat 07-Mar-20 20:29:03
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Re: TalkTalk: what's going on? We used to be happy-ish, not


[re: Chippy_Tea_] [link to this post]
 
Thank you for your reply.

Last Monday was awful and had to cancel an online lesson at the last minute (online tutoring). That didn't look good with the client! The speed improved from Tuesday but it decreased again yesterday evening, Friday. I've been keeping a diary of speed tests in a Word document logging in dates and times.
I'm using two speed tests, one from ThinkBroadband and the other one by TalkTalk. This evening ThinkBroadband run the test, not TalkTalk's. How odd! This afternoon I used the chat line and was told the same line from the script 'we can definitely improve the speed'. This evening our mobile phones struggle to connect. We'll look into moving to perhaps Virgin or BT (I'm not thrilled about either but it's what we've got in this area).

I've not looked at the router stats as I cannot find them. I'll look around again.

I'll use the chat line again tomorrow. It's very odd!
Standard User RobertoS
(elder) Sat 07-Mar-20 21:54:11
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Re: TalkTalk: what's going on? We used to be happy-ish, not


[re: RNella8] [link to this post]
 
In reply to a post by RNella8:
We'll look into moving to perhaps Virgin or BT (I'm not thrilled about either but it's what we've got in this area).
That sounds very unlikely. BT (Consumer or Business) comes via BT Wholesale, which in 99% or more cases means you have a hundred or so providers to choose from.

The biggest being Plusnet. The best perhaps being uno. Aquiss is another worth a look.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - Three 4G, tbb tests normally 35-45Mpbs down, 65Mbps off-peak, 9-24 up.
==================================================
"Democracy means simply the bludgeoning of the people by the people for the people." Oscar Wilde
Standard User RNella8
(newbie) Sat 04-Apr-20 16:35:04
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Re: TalkTalk: what's going on? We used to be happy-ish, not


[re: RobertoS] [link to this post]
 
I had never heard of Uno and Aquiss.

Thank you
Standard User jchamier
(eat-sleep-adslguide) Sat 04-Apr-20 16:54:18
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Re: TalkTalk: what's going on? We used to be happy-ish, not


[re: RNella8] [link to this post]
 
In reply to a post by RNella8:
I had never heard of Uno and Aquiss.

Try the "Find a provider" button on the main site: https://www.thinkbroadband.com/

20 years of broadband connectivity since 1999 trial - Live BQM
Standard User RobertoS
(elder) Sat 04-Apr-20 18:57:02
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Re: TalkTalk: what's going on? We used to be happy-ish, not


[re: RNella8] [link to this post]
 
Just note, if comparing, that uno prices are ex vat. (Or were last time I looked). You need to add it (Multiply by 1.2 is easiest). It is a SOHO breakout from Xilo which is a business ISP.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - Three 4G, tbb tests normally 35-45Mpbs down, 65Mbps off-peak, 9-24 up.
==================================================
"Democracy means simply the bludgeoning of the people by the people for the people." Oscar Wilde
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