Hi, I have been having broadband problems for 13 years (I kid you not!). I believe that I have been more than patient with TalkTalk.
I have had various engineer and BTOR engineer visits over the years and at least 2 BTOR engineers have identified an earth contact on the copper wiring into my house. Although it has been diagnosed, I cannot for the life of me get the problem sorted. I had a BTOR engineer (special cabling ones apparently) booked for 29th October 2015 and I thought finally my problems were over.
The engineer failed to arrive and I phoned TalkTalk that evening to let them know. They said BTOR had run out of time. I asked if I could rebook the visit but this wasn't possible apparently. Then, last month I was charged £65 for an engineer visit (an invisible engineer!) for 2nd November. I phoned TT to complain and they agreed that it was a mistake and refunded me.
My fibreoptic broadband has a fault constantly. Although speed tests show speeds of 30-37, this is not what we are experiencing as users. Videos buffer and the internet seems slow. Yesterday the problem was so bad that my son was unable to watch even lowest quality videos on youtube. In the last few days, we have lost our dial tone for some time, the internet keeps cutting out completely and our speeds are awful.
Some diagnostics have been done by TT which show that the router is not getting the correct speed coming through to it and lots of error packages are being returned.
Today, I have made 4 phone calls so far to TT. The first 3 were this morning when I was told to ring back in 15 minutes after they had run tests. This was because I don't have a mobile phone. Each time I rang back, I had to start at the beginning again and was again told to ring back in 15 minutes. Eventually I tired of that game. One operative told me that they actually couldn't help me unless I phoned them on a mobile so that they could do various checks with me.
I arranged to borrow my sons mobile this evening and rang TT back. This time I was on the phone for 20 minutes (my son will be billed for that call!) and was told that there was a latency problem with the software tool needed to run the tests. He told me that although he would love to help me, he wasn't able to because of technical difficulties at TT with their software.
My son has left now and I cannot ring back on a mobile again until I can arrange to borrow another.
I am absolutely tearing my hair out!! My contract ends in April and I cannot wait! The only option I can see between now and then is to open a formal complaint with Ofcom. I feel as though I have tried every other avenue.
To top it all off, I am also receiving 3 or 4 (sometimes more!) scam calls each day from people pretending to be from TT and they have quoted my account number before also. This has been since the hack some months ago. I am honestly wasting precious hours every day trying to troubleshoot my internet, calling TalkTalk, dealing with scam calls and trying to reassure family that I am doing everything I can to sort out their internet problem.
HELP ME! please!