TalkTalk - Rip-off Britain
On the 29th July, 2010, The [MKDS] Network and Storm Multi-Media Technologies UK contacted Talk Talk UK regarding the sudden disruption and loss of it’s Internetwork Connection. As always, the company [TalkTalk UK] went through basic checks and advice on how to rectify, amend or solve the problem. Contacting the company every day, sometimes twice over a 6 day period, the following verbal communication facts and theories were told to us:
- That the Internetwork Connection from the dwelling to the nearest Exchange [Boston Spa] was active.
- That the Internetwork Connection when Pinging pre-designated websites: http://www.google.com, and http://www.bbc.co.uk, were in fact sending designated packets of Data to and from the sites.
- That the Internetwork Connection was fully operational during telephone advice from Talk Talk, until the call was ended.
- That the Internetwork Connection was found to be limited as a result of ‘Surrounding Noise Interference’, Mobile Phone Equipment, Ham Radio, Cordless Telephone, etc,.
- That the Internetwork Connection within the Router had not been set up correctly with the ‘Settings’.
- That the Internetwork Connection was being stopped by the Router supplied more than 2 years ago, because the equipment [EchoLife HG520s] was in fact “No Longer Functional.”
- That the Internetwork Connection was being ‘Starved’ of a ‘Direct Connection with the Main Telephone Wall Socket’
- That the Internetwork Connection was being ‘Re-Directed’ by other ‘Remote Preferences’, which would only mean a “Hacker”, entering the Router System.
- That the internetwork Connection was insufficiently acquiring a connection from the new Exchange. From Thorpe Arch to Boston Spa, Leeds.
- That the Internetwork Connection had experienced a ‘Fatal Error’ during a ‘Shut-Down’, ‘Moving of the Modem/Router’, or that the equipment had been dropped at some stage while operational.
On the same day as we were told that the EchoLife HG520s was no longer functional as a Router, we accepted the advice given by the Talk Talk Agent, to purchase another Router of the same make, model and brand as the equipment that was no longer workable with our Internetwork equipment. We were told that an EchoLife HG520s could be bought from Talk Talk UK over the phone at that time for a cheaper price than that which The Carphone Warehouse sold them for in the shop, but, if we were “Desperate” to get back online, we could visit ANY Carphone Warehouse and purchase one from them. That same afternoon, we travelled the 30 miles to The Carphone Warehouse in Crossgates, where, after waiting in the queue for more than 40 minutes, we were told:
“The Carphone Warehouse disbanded from Talk Talk UK three months ago, and the equipment that you require can longer be bought or acquired from our stores or company. Exactly why Talk Talk UK suggested that you could get the EchoLife HG 520s from us, I have no idea! Personally, I would advise you to get rid of Talk Talk UK and go with another, more reliable Internet Service Provider.” We were told.
Obviously, perturbed by the statement that The Carphone Warehouse Salesman had told us, we asked if there was anywhere that sold the EchoLife HG520s Router in Leeds, for which the salesman suggested CCL – Online, or PC World. Our decision was to visit Maplin UK, Leeds.
While at the Maplin store, we explained in great detail about the problem that we were having with our broadband with Talk Talk UK, and that they had told us that the Router was no longer functional. We bought the Netgear – N 150/54 that cost £39.99 [reduced from £49.99], and brought it home before setting it up on our main Desktop PC in the Master Bedroom. Going through the Set-Up Wizard on the accompanying disc, we managed to get some form of connection, then we phoned Talk Talk UK – Second Line Assistance.
Again, we were told to input direct IP digits, then Ping, then reset the Modem/Router, and finally carry out three “Speed Tests” from the website http://www.talktalkmembers.net/speedtest then enter our home telephone number on the prompt so that Talk Talk UK could store this information. Information that started off on the first test [which is not counted as an official clocked test] was shown to me on the site as 1996 kbs, one really good connection considering the slow connection we had previous to this. As soon as the phone was hung up after this call the connection deteriorated again, to an almost stop.
The following day, we contacted Talk Talk UK, once more and intentionally for the last and final time. On the other end of the phone, as always when ringing Talk Talk UK, we talked with an Irishman with a spring in his step from the off-start: “Good morning, I’m Mark, and I will be your Talk Talk advisor. How may I help you?”
Reference numbers were exchanged with sighs, ooh’s and ahh’s! It was like watching a silent movie without the picture being there. We explained in thorough detail of the problems that we had been having, for which, straight away, we were asked to type in more numbers, more IP addresses and more resets of the Router/Modem. It was upon hearing this that I, personally told the Operator on the other end that it was a waste of time typing in numbers, resetting the Router or suggesting that there was anything wrong with the telephone line, because all computers in the house were successfully connecting to the Internetwork while in communication with Talk Talk UK. Only when ending the call with “Second-Line Assistance”, did the connection begin to fail!
I was then asked to carry out some simple steps, which at the time I actually thought that I was listening to a wanna-be Comedian auditioning for a Gag Submission.
What you are about to read, is absolutely true. It is the photographic retort of the conversation between myself and the ‘One-2-One’ telephone operator working after training for Talk Talk UK:
“My name is Bryan [changed], I see you have been having problems with your Internet, have those problems resolved?”
“I have no internet, at all”
“Well, let’s see if we can get you back online. Can you type in…!”
“I wouldn’t even bother asking me to type in anymore numbers, or anymore internet service provider’s addresses! I’ve tried everything [as displayed above]. Now, this is the last time we are ringing Talk Talk, to let you know that if the problem with our connection is not resolved today, by the end of this call, we will be seeking a new broadband provider, and, if need be another phone operator, too.”
“Well, I’ve listened to what you’ve told me about the problem you are experiencing with your broadband, and boy, it’s almost got me stumped. I’m not trying to give you any numbers or websites, OK? Now, can you tell me, where is the main telephone point in your house?” He asked.
“My main phone point box is in the living room on the windowsill wall.” I replied.
I heard the keys on the keyboard typing out, while the operator asked me where my router was in the house?
“The router and main computer that its connected to is upstairs”
“Ah, and do you use a telephone extension lead, to get to your computer?”
I explained that the upstairs telephone point box had been installed by British Telecom themselves. But, according to Talk Talk UK, any secondary telephone point box in a home is classed as an extension and not a real telephone inlet telephone point. And, as I was told this, the next question made me start thinking that there was a joke being played on me!
“Can you disconnect your router and computer and bring them down to the ground floor telephone inlet point for me, please?” He asked like it was a normal day at the office.
“What? Are you kidding? The computer and router is upstairs, mate! I can’t unplug the computer and router, it’ll take me at least forty-minutes!”
“Well, if you can’t do this one simple thing for me, I can’t help you fix the problem! Is there anything else I can help you with?”
“Yeah, you can help me get back online, or we will go to another phone company!” I replied.
“Then that’s your choice, I can’t help you any more, I’ll transfer you through. Have a good day.” He finished the call and hung up.
As a last resort, we contacted the router company – Netgear – who told us that the fault was down to the Internet Service Provider, not the router itself. If the settings were entered into the router for an ISP, and that ISP has connected that router to the DNS Connection, then the router is functional. Because the computers in the building received a fast internetwork connection whilst talking to your ISP, then the router is fully functional in the fact that you have surfed and viewed websites on the internet, and not received a “Page cannot be displayed” on every attempt.
I was told that the router was working, though there is the possibility that the equipment could be malfunctioning, so it was advised that we return the router to the store where it was bought and exchanged for another of the same model. This we did with a reference from Netgear and upgraded to the Netgear N – 3300 Dual Band Modem/Router which was slightly more expensive at £100. We were told that if we exchanged the router and set it up at home and the Internet broadband was still not connecting, then it was a problem with the ISP, not the router.
We set the Router up and entered the settings one by one as instructed by Netgear, and the result was amazing. On a Full Speed Test [provided by another website other than Talk Talk] we got an amazing 4.3 mb return on the reading. This we have had for the last 72 hours so far.
Our reconnection to the Internet was never resolved from any of the Talk Talk Representatives that we contacted, nor were we called since the day we changed the router. According to Talk Talk UK, we are still without any connection on the internetwork, until at last someone from the company realises that we are back up and running. And, in saying this, we believe that Talk Talk UK, once they have your settings for your router, whether it is one which is supplied to you by the ISP [that is only half the strength as a retail unit], the settings are set in the ISP’s control. If you experience slow down [capped connection], then your internet will be slowed down by the ISP, not because of router or computer problems [unless the computer crashes or malfunctions in itself]. Our belief is that by setting up the router yourself (replacing the router with another from a retailer) and inputting the settings yourself, then your Internetwork speed will be fast…if not super fast.
Making a solemn promise that if this problem repeats itself, then we will change to another ISP and Telecommunication Company. Waiting six days for a simple problem to be resolved was pretty bad, especially as we are about to embark in a Small Business, the situation was unacceptable, unjust for Talk Talk Representatives to give up on trying to resolve the problem and thoughtless in the fact that we had to purchase two totally different routers costing over £100, to have us, ourselves sort out the problem.
© Marcus De Storm/MKDS Network 2010.
