TalkTalk broadband - for Free!!

So the continuation of our story with Talk Talk broadband.


After almost a year of use, a large bill suddenly arrives and we think"Oh no, here we go again...."

BUT .... this time it's a nice surprise, and what's more, a greatly improved TalkTalk customer service.

Somehow we were not surprised, but they'd actually forgotten to bill us for Broadband for almost a year and have just realised....We thought our exchange had been upgraded and this was the reason for the cheaper bills but no, it was just an oversight.

Apparently they can only back bill us for 3 months, so there is no chance of a further large bill arriving....

It was good whilst it lasted, now we just have to hope they upgrade our exchange so we can get cheap broadband like most of the country, it's not even as if we are living in a remote area!

UK Broadband update - Our Talk Talk DSL experience

I thought it only fair to report back on performance after all the earlier challenges!

So far, so good.....a few months under our belt and our Talk Talk broadband is performing well.

I suspect our exchange may have been upgraded since we joined as we don't seem to be getting charged the 15 quid I was expecting .... but no complaints there!

Talktalk broadband - finally connected!!!!

I cannot quite believe it, but as of this morning we are finally CONNECTED to our broadband service from TalkTalk.

The BT engineer found a fault in the line between the exchange and our house and after fixing, it all started working.  So far the stats look good in terms of speed and latency.

It took us 4.5 months from date of order to provision of service ...... but we got there in the end !

From the point of TalkTalk operations confirming that they were active on their end (which took all but 1 week of the time) the diagnostic troubleshooting went very quickly - BT remote checks, replacement routers, BT engineer visits all done within 1 week.

Talktalk broadband - replacement router made no difference

An update on our ongoing problems trying to get Talktalk Broadband installed.

Our replacement router arrived and we tested it as requested.   No luck .... still we have no DSL sync on the line.  So the next step is to arrange a BT engineer to visit our house.  The OCE's on the forum asked us, as they do for all customers, to accept possible "Time related charges" from BT as a result of this visit.  Whilst I understand the reason for this, I do not think it is right to accept open-ended charges.  All they advise is " a minimum of 120 gbp ".  As we've followed every piece of advice of TT for troubleshooting I'm sure it won't be a problem, but you never can be certain....what if BT find no fault and the issue is actually inside TT?  Will I be charged? ...... so in accepting this engineer visit I fully expect (given past experience) that a prolonged battle with Talktalk will ensue.....

For the public record here is what I posted on the TT forum to let them know  :

Hi,

I accept possible time related charges.  However for the public record I will point out now that, should BT find no fault on the line and invoice charges to us, I will be seeking compensation from Talktalk for any charges incurred as a result of a visit.  I will do this through official channels outside of this forum (complaint procedure & independent regulators).  I say this as we have followed all of your advice to troubleshoot the issue, we've been waiting 4+ months, and given past experiences I am still not convinced the problem is not within the TT systems (for which I cannot be held responsible or incur charges)

Talktalk broadband - update on our installation problems

So ... we are still not live but we seem to at least have "different" kinds of problems.

Operations are assuring the OCE's on the Talktalk forum that the service is live .... yet I still have no sign of synchronisation.

Talktalk asked me to unscrew the face plate of my BT socket and look for the "test socket", then try a test from here to eliminate house wiring problems .... luckily I was not afraid to do this ... but the result was the same.

So TT have now asked BT to investigate faults on the line...BT's initial findings were that they saw no fault, so TT are now sending me a replacement router & filter and we'll try that, it should be with us in a few days.  If that does not work, then it sounds like BT have to send out an engineer, who knows how long that'll take !!

On the TT forums several more people in exactly the same situation (waiting 4+ months for installation to complete) are popping up.  I continue to be amazed how issues can take so long to be resolved, I can only guess it is a serious management issue that they are basically not assigning enough resources to manage this properly.

keep following for updates on the saga ....

Talktalk broadband problems .. What a joke

This is a joke ... here is what I just posted on the TT forum.


Emma ..... WHAT IS GOING ON !!!

I just spoke to Tech Services : Sankita

She said the status was showing "Inactive" .... then spoke to Customer Services

....Customer services are saying that the order is rejected and we have to start over again

At this point I told SAnkita to DO NOTHING .... as I am already dealing with you.

What is the true story ? This is just a joke. Sorry, but put yourself in my position .....

I am leaving now for a short break, back on Wednesday. PLEASE PLEASE PLEASE can you take this personally, get me the truth, try to get us an active broadband ????????????

I wish there was an icon for REALLY REALLY REALLY frustrated .... a red angry face just does not do it justice.

Talktalk broadband problems .. how naive I was

So .... after Talktalk told me "Ops advise your order is complete" I plug in, enter the user & password (carefully checked) ..... and ..... NOTHING....

Absolutely nothing ... so I retry, thinking it must be me .... still nothing.....

My broadband still does not work .... Calling Technical services .... I'll bet here and now (publicly...) that Tech services will say something to the effect of "Oh, your order is not fully set up right, need to transfer you to customer services ,  blah blah" .... then cust services will "escalate my case, and that will take 5 business days to resolve" ..... what a joke this organisation is.