Talktalk, the broadband update and my router

SimonGeneral11 Comments

Since May 2006 I’ve got my broadband service at home as part of a landline, mobile and broadband “triple-play” package from TalkTalk.

Last week TalkTalk wrote to us, saying it was time for the equipment in our local exchange to be upgraded to their own, faster kit. This is part of what’s called local loop unbundling (LLU) – providers other than BT installing kit in BT exchanges to provide direct broadband services.

Since last May we’ve had a one meg service, but the upgrade promises a much faster eight meg service (although we’re so far from the exchange we never receive the headline speed).

So the big day comes. The letter warned of some minor service downtime to phone line and broadband. However we were greeted with a silent phone call (presumably a test) at 1.30am.

However during the day our wireless router (a 3Com OfficeConnect) stopped connecting properly. The “synch” light just kept flashing, when it should flash for a short period and then be on constantly when the router is connected.

I tried the usual tricks like turning the router off for a few minutes then turning it back on, but it still wouldn’t connect.

Figuring that the problem must be associated with the upgrade – as my router’s worked fine since I bought it in September 2005 – so I called TalkTalk’s customer support line. I had pretty low expectations, and TalkTalk just about met them with a great combination of long call wait times and disinterest.

Once they knew it wasn’t a TalkTalk router they weren’t interested, and said it must be a router problem, so they couldn’t help.

A quick Google search threw up plenty of other people with a similar problem when the TalkTalk equipment upgrade took place on their exchange.

Having read through many of the posts, I figured that the first thing to try was upgrading the firmware on the router. I did this and, bingo, it worked properly.

I don’t know why I bothered with the customer support line. I would have been better trying Google myself and working it out myself.

From a marketing and PR point of view the thing that irks me is that this should have been a positive experience – it’s good that TalkTalk is putting in a faster line.

It’s just a shame that a simple bit of advice wasn’t provided to help customers with routers – by even suggesting this their customer service could have saved me a wasted evening, and reinforced a positive experience with positive problem resolution.

Rant over now – I’m off to catch up with two days of accumulated feeds now I’m back in touch with the internet.

11 Comments on “Talktalk, the broadband update and my router”

  1. David Phillips

    In the end I gave up on TalkTalk. I then went to BT. Their idea of wide bit of wifi id the otherside of the dining room so I had up grade to a more powerful wifi and in doing so also managed to scrap the zillions of memory and overhead that comes with thier package. It would be really cool to have a provider that gave us a simple broadband service at 10 meg up. No more, not less….. I will then use the best of the rest without all the rubbish that Talk Talk and BT call ‘services’ – who wants yet another email address anyway?

  2. simon

    Thanks for the comment David – so it’s not just me then!

    Before I went over to TalkTalk I was with Nildram (http://www.nildram.co.uk/) – really good service – I never had any problems. It was just broadband and nothing else.

    When I come to the end of my TalkTalk contract I’ll probably have a look around to see if there’s a better service for a comparable price.

  3. Jana Bonner

    I have recently switched to TalkTalk (16th March), and I have still yet to recieve my full package. This now over a week late and when I rang up to enquire about the delay they basically fobbed me off with the “It will be there in a couple of days” promise. I now have no internet connection, which I need to use on a daily basis, and no officaial letter of explanation or apologies. I am not sure what to do next and I was just wondering if you could give me a few pointers on how I can deal with this situation and speed the process up. I would like to stay with TalkTalk as they have offered me a good deal on all calls abroad to my family, and I now have no way of contacting them. Help!

  4. simon

    Hi Jana – I’d call again and if you feel you’re being fobbed off then ask to speak to a manager. If you don’t get anywhere then it’s worth looking at whether the industry regulator, Ofcom, can assist you.

    Hope that helps, and good luck!

  5. annalen watson

    Does anyone know if I have to use a talkatlk router or do any work talk talk have only one choice and say that if any help is needed it wont’t be given if you do not have their router

  6. Pingback: Broadband advice needed | Simon Wakeman - Marketing and public relations

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