Having read so many reviews about TalkTalk broadband, a lot of them very distressing and from obviously angry people, I decided to download as much as I could from this site and from TalkTalk's new member forum, so that when all the problems started arising on the switchover day, I would be ready.
I have been with Pipex for many years without any major problems, except the cost, which is the only reason I am movng to TT.
Having been a data systems engineer for over quarter of a century, I felt I was reasonably prepared and so I took notes of everything that happened, just as I would with any enterprise implementation.
Before I start this review, I have clicked the option on thebroadband-help page which asks me to rate customer support. There is no option for "Didn't need any" so I've clicked a good option just so that I can submit my review.
I will divide this review into four stages -
BEFORE - The paperwork, application and processing
DURING - Ease of implementation and operability
AFTER - Service delivery and performance
ADVICE and COMMENTS
BEFORE
The application process was carried out over the phone and apart from the fact I had to ask the young lady to get her colleague to quieten down a bit so that I could hear what she was saying, it all went well. The documentation is absolutely excellent and I really couldn't fault it in any way - it was actually a BOOKLET containing all my personal requirements, passwords etc and very well written in easy-to-understand terms. The wireless modem arrived in good time. Expectation management in their process is very good indeed and I was at no time concerned. Our telephone wouldn't receive incoming calls for a few hours on switch-over day, and I fully expected this.
DURING
I did exactly what I was told. The CD loaded and I followed the instructions to the word. Sometimes a step would take longer than an impatient person would want, and I wonder if people start pressing things here without waiting. More progress bars / spinning discs etc would be useful, but it's a minor thing indeed, and I might be too critical here.
The process finished and my Internet connection speed went from a slow 2MB to a blistering 6.33MB (middle of a Friday evening), thus blowing the cobwebs out of a system I had grown used to plodding along with.
Although the booklet recommends two alteratons to the router settings (MTU etc) these were not necessary as the router had already been configured. That's a nice touch.
Another nice touch was the way the process added a new account to my Outlook and DIDN'T automatically assume it to be the default account.
I would like to add a step that TalkTalk did not include. When the setup is complete and the broadband works, go into the admin interface and BACKUP the configuration onto your hard drive then store it somewhere safe. If you end up changing settings and losing your way, you can always go back to the state it was in when it worked.
AFTER
I had no need to call TalkTalk for aything, I have not had any detectable dropped connections. My mobile phone connects to the wirelss LAN for internet browsing, my computers talk to each other on peer-to-peer and my firm's laptop connected straight away with the key.
For internet testing, all sites connected and worked faultlessly, including hotmail, banking and secure sockets (SSL). The windows firewall has the right updated configuration and I find the router a breeze to work with.
ADVICE AND COMMENTS
I can't comment on future performance and reliability
I can comment on billing because I have had a TalkTalk telephone account for some years. It has always been excellent, delivering on-line paperless bills which I download and store in Excel format.
Having approached this from an enterprise standpoint, I'd like to add some helpful points to the debate about TalkTalk.
Why do people have so many problems? - This is what I think.
1. I am sure some telephone exchanges have faulty hardware/configuration or wiring for the TalkTalk system. I believe TalkTalk are doing the best they can, and this becomes obvious in the next of my points.
I do believe that when angry customers rub up against frustrated TalkTalk call-centre operaters, problems arise. I think they always will. Thats the nature of techonolgy advancing so quickly in an impatient world
2. There is a members forum on TalkTalk. http://www.talktalkmembers.com and this contains a very good service-status page.
The content and portal are absolutely first class and I wish some of the third party vendors I deal with provided something as good. It quickly becomes obvious that TalkTalk support people are watching this site because they often respond to postings. The other material and guidance on that site is also very helpful indeed.
3. Having sat through the installation process, I realised that some people might not have attended to some basics. First. You really should close any programs that are running, especially anything that might be calling for internet connection in the background OR using a USB socket (auto backups etc)
Second, you really do need to keep your hands off the keyboard and wait for the installation to finish EVEN IF you think it's stalled.
Third, on the TalkTalk forum is some excellent advice about NOT using telephone extension leads and why that is. For my part, I use two leads to go all the way round the skirting boards (cheap bell-wire), and I got away with it! When I eventually re-site my modem so there is no distance between telephone point and the modem, I believe my speed will increase even further. We'll see.
Fourth, go onto the TalkTalk forum before you start, and read what the experts advise.
Fifth. I have seen comments made about the HUAWEI wireless router which suggest that it's some kind of tinpot third-world set up that makes cheap routers. It is not. They employee 68,000 people, 48% of whom are in research and development. The firm delivers major worldwide networking solutions. The only negative comment I can possibly make is that their product is just too configurable and I wonder if people alter settings on the router without knowing too much about what they're doing.
I hope that has proved useful to anyone considering TalkTalk broadband and maybe even to some who have been having problems.
TonyDataMan MCSE |
