Good afternoon.
As a last resort I'm going to try posting this here.
Since May I've had slow fibre broadband.
It started with a problem at the local exchange, the line went down, it blew up our router somehow as it didn't ever work again. Up until then we had great fibre. Around 15-20 meg.
I had to sign up for a new 18 month contract to get a new router (even though it was broken by TT/BT's line issue, I don't believe in coincidences.
Since then, our internet ranges from amazing (24-25 meg) to shocking (0.4 meg) and varying numbers in between. I have spent around 8 hours of my life on the phone to the support people. We have had countless Brightspark visits, often the same guys visiting more than once. We have also had several BT Openreach engineers visiting.
None of them find a definative issue. Some suggestions have been its the 5mhz wireless slowing the whole thing down, or the TT card at the exchange faulty, or that BT is pumping the signal out too fast which is causing noise on the line, which causes the software to slow the line right down to ensure a better signal.
Ultimately it seems that whatever the engineer thinks is wrong, they make a report and suggestions as to how it can be fixed, but NOTHING happens. It's still the same.
We've had 4 new super routers now, plus a couple of older BT boxes which plug into a BT router. All work really well to begin with and then steadily go downhill.
Usually when the router is restarted, the speed is great for 2-7 days until it becomes slower, eventually becoming unusable. A reset then usually fixes it. For a few more days. Often the speed is intermittent, one second 25 meg, the next 0.5, it bouces up and down when you do a speed test. The graph looks like a rollercoaster.
We've had our wiring checked, inside and out. New cables. I've tried turning the wireless off and being hardwired. All of it makes no difference ultimately.
I've had the problem escalated, which still didn't fix it.
Part of the problem is it works fine for a few days, which isn't enough time as I get a text from TT asking if my issue is fixed and to reply within 3 days, which isn't usually enough for the problem to manifest again, which means the ticket gets closed and I have to start again.
I'm sick of talking to India, nice people as they are, I often can't understand them, and they don't have enough technical knowlege to get past the basics. They ask me the same questions each time, I'm thoroughly sick of TalkTalk and this issue.
No one seems able to take ownership of this issue and get it sorted. I'm fed up with doing speedtests, and ping tests and telling person after person the same story. Over and over again.
I've tried to leave TalkTalk, but as I signed up for 18 months it will cost me over £400. I'm trapped with a service that isn't fit for purpose and no one will sort it out.
Hence my post here. My last resort is to write a letter of complaint to TalkTalk (you can't email as when you go to the link for the complaints email, you get sent to a general contact page with dozens of options, but ultimately NO dropdown menu for 'I want to complain' I wonder why.
So, can someone PLEASE help me get this sorted?