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My 'broadband' was with Virgin Media until last month when they sold the whole customer base to Talk Talk (to concentrate on the fibre stuff presumably). I wasn't getting very good speeds with VM (3 meg tops) as the line is hooked up to a poor exchange so they gave me the equipment for free and I had a reduced BB charge for their 10 meg service. This was fine as the speed was consistent enough to just deal with waiting for stuff to load and watching videos in non-HD etc.
Since the line switched to Talk Talk my speed as taken a nosedive! Pages take ages to load, videos are unwatchable (even at really low quality) and I regularly get timeouts when looking at graphic-heavy web pages. Don't know what speed I'm getting as the Ookla Speedtest won't initiate, it's that slow!! No hope of watching the Lourdes DH this weekend 😥
Phoned TT to discuss it as per the welcome letter, did the whole resetting/changing settings dance with the tech bod and all that did was make the speed even worse and now the wireless doesn't work on the router! Reset it to get wireless back but now it keeps on failing to connect to the exchange every 10 minutes or so. So over the last few days I looked into changing supplier and decided to go with Plusnet as two of my neighbours are with them and get the 3 meg speeds I used to have. Phoned up TT to cancel and was told that I had to pay the remaining 23 months of my contract to cancel it!! I am also being billed for a 20 meg plan!! I originally signed up for a 12 month contract with VM 20 months ago and was reassured by VM that TT were talking on my account with no changes to it's terms or duration meaning I was free to switch if they weren't to my satisfaction. This obviously isn't the case. Contacted VM who are going to look into it and see what has happened. In the meantime I have Plusnet waiting to connect me and TT not really working. Currently piggybacking my mobile to get online (allowed to so no shock bills, do it all the time when away from home).
Anyone else on here been through the same switch from VM to TT? Same problems or has the switch been painless?
I would head over to money saving expert website and have a look at what contractual breach terms you can terminate your contract under. Someone there will have had a similar experience and there will be advice in the forums.
NB Write to TalkTalk and confirm things after or before every phone call. This way you can invoke the charges for your time when they screw things up again, and again and again.
My dad has roughly the same issues. Switched on the Monday and lost all internet for roughly 8 days during which time they'd "lost" his account and so couldn't connect him back up. Finally got reconnected, but now they again can't "find" his account to let him cancel. Half of his issues don't even make sense. How do you lose an account? TalkTalk appear to have an eye on the DVLA's crown for largest collection of nincompoops under one roof.
Mine is swapping to BT tomorrow (fingers crossed). Don't have much choice out here in the sticks, but decided that TalkTalk were really poor, so anything should be better than that. Also BT will be pretty much the only choice when (if) we finally get decent speeds - currently getting 1.5mb...:(
Phoned up TT to cancel and was told that I had to pay the remaining 23 months of my contract to cancel it!!
I'd be asking for a copy of the (signed) contract. Without it, they can go and **** themselves.
They're talking out of their arses. As wrecker says, no contract beyond the month to month deal you had with Virgin, so they can bugger off.
Someone further up the foodchain might be a bit more aware of this.
You think switching to Plus Net will solve your problems ? Oh dear !
🙄 Currently in dispute with them looking at changing , TT are a bunch of ass hats BT seem about the same , frankly the whole lot are a shower !
I'll be phoning them in the morning about the 'new' contract, hopefully someone higher up will be available on a weekday! Not holding my breath...
There's only one small thread over on MSE I could find but it was all about people having problems with the switch, from slow speeds to people being charged twice for line rental (you could get it separately from BT cheaper with VM, TT only do BB and line rental packages).
PlusNet seem the least worse out of a very poor bunch TBH, BT are known for serious throttling of speeds. You'd think living in the middle of the Welsh Capital City I'd be able to get decent broadband!!
@ milky1980 - I've emailed you about this (using the address in your profile). Contact me (my email is in my profile if you didn't get my message) and I'll get this resolved for you.
I'm really sorry you've had such a dire experience.
No joy this morning, got two different answers from different people this time! So I'm either on a 12, 18 or 24 month contract depending on who I speak to.
ourmaninthenorth - YGM.
milky1980 - have mailed you.
The Flying Ox - have also mailed you.
A big thank you for ourmaninthenorth as I'm finally getting somewhere.
He passed my details onto a woman called Sam in head office and she has assured me that I am indeed free to move if I so wish to at any time charge-free. She is also getting a new router sent to me to see if that solves the connectivity and speed issues I am having since the handover.
If that doesn't work I will be switching supplier but it's good to know that once you're past the call centres there are people who can sort these problems out.
Update: Received the new router that they can provide support for. All connected up and the speed is better but still down on what I had with VM. Will leave my computer running for the next 24 hrs with a monitoring programme to see if the connection drops off like it was before.
Might actually be able to post a positive comment about Talk Talk if it all works 😯