Hi Supersonic,

Thanks for confirming your username. We have had a look at your posts on the forum and have been unable to find any recent posts regarding your broadband connection. Please can you create a new topic in the broadband connection and stability section and as soon as we see your new post we will investigate further.

Thanks

Hi Stephen

thanks for the reply.

I am already a member of the Talktalk forum

My user name being supermax.

is there any further info you require

Regards

Dave M

Hello,

I am sorry top hear that you have not been contacted. Normally any letter's we receive should be responded too within 28days. Also thanks again for the confirmation around the fault. We will happily investigate further however to do so we will need to identify who you are which as i am sure you will appreciate we cannot do in an open and public forum.

Could you please register on the Members Forum www.talktalkmembers.com/forums once registered we will be able identify you against your account and phone number which will enable us to investigate further. We will also happily provide an alternative modem for testing if we believe this to be the root cause.

Thanks
Stephen

Further to the above reply, may I make a suggestion that to eliminate one possible cause, could you provide me with a Talktalk wireless router, which will on using it, determine if the existing one is at fault. I personally do not think the existing one is,as I have already tried a different one (not Talktalk) but am prepared to investigate it further.

Regards

D Marshall

Thank you for the reply, I will answer your questions as follows, but I think you will see they are already well documented in my emails.

1 The problem seems to be with the Broadband, the signal seems to be unstable since the bandwidth was increased to an acceptable level. The router loses the signal requiring the router to be restarted to pick up the signal again.

2 I have already raised a fault (and an official complaint) and agreed to the costs if there is undisputable proof that the fault is in my internal system. However I was told that I would also be responsible for the lines where they are in the confines of my boundary. I have sought clarity on this as well

3 I have carried out all diagnostics as indicated in my correspondance (as defined on your website) i.e changing filter, only 1 socket in property, tried master socket, different router etc.etc.

4 What is infuriatling is that despite all my corespondance NO ONE has had the courtesy of contacting with a time and date for the fault to be investigated and the matter has been going on for some weeks now.

Not at all satisfactory, apparantly I do not exist.

regards

D Marshall

Hi Supersonic,

I am sorry to hear that you are experiencing problems with your TT service. Just to confirm, is the loss of signal relating to broadband or voice service?

If you are experiencing a fault with your landline or broadband service we can raise a fault for you, acceptance of time related charges would only be requested if an engineer appointment to the property was required. Also possible time related charges would only apply if the fault was proven to be with your own equipment or internal wiring.

In regards to the loss of signal, what diagnostic checks have been completed already with our faults department?

Also does your master socket have a test socket?

Thanks

If Talktalk Support read this could they perhaps intervene as it would be better than letting the matter escalate any further and I cancel my contract.

At this moment no one is doing anything, absolutely appalling customer service.

Check out their terms of service on their website, especially relating to complaints regarding service level. It's very likely that if your line has been out of action more than their guarantee, and they have not satisfactorily resolved your problem, you can involve OFCOM to help in your complaint.

Purely my opinion, but yes, they are in breach of their terms of service and by extension the contract they have in oplace with yourself.

I have corresponded with talktalk since 22.7.09 regarding a problem with continually losing signal, this affects my in house security that relies on the service being on.

Their only response has been to inform me that they will send an engineer to check out my system (I have carried out all recommended diagnostics) only if I agree that if the fault is in my property AND in lines that are within the boundaries of my property!! and will pay the cost of £180:00. Now I have agreed, only, if I can be given absolute proof that the fault lies WITHIN my property. I have also asked for an explanation as to why I should be responsible for the overhead lines that leave the main socket in my house and that I have no control over.

I have not yet recieved any response from TT other than regular emails informing me that they have tried telephoning me but not able to obtain ananswer, this is rubbish as I have caller ID on my phone and it logs all calls that are made to my premises. In addition when they say they called I was in allday. This seems to be a standard reply. I am now still no nearer to having the problem resolved. Does this lack of action on their part constitute a "breach of contract" as I now seriously am thinking of changing my ISP.