Talk Talk Internet – Misselling, Misleading, Misuseful

I have a contract with Talk Talk to supply me unlimited broadband at speeds of up to 17Mbps (approx) and keeping in line with most other broadband providers, the bandwidth provided by TalkTalk is nowhere near what was promised.

Worst of all, they are misleading their clients with their own “broadband speed tester” which doesn’t even test the line, it just makes up numbers or is pre-set to spit out a specific number, depending on the type of connection a customer may have, ie: DSL or fibre.

I’m currently getting approximately 1.5Mbps, instead of the 17Mpbs they said I should be receiving and that’s 1/11th of the promised speed. The upload speed is also underperforming and I’m only receiving around 40% of what was promised there.

Feeling rather disgruntled by the speeds I was getting, and the inability to stream films, or YouTube, I tweeted them with the following message and image:

Screen Shot 2015-02-15 at 19.47.25


Their response is as follows:
Screen Shot 2015-02-15 at 19.53.17

So I dutifully went off to run a speed test, using their website and received this result:

Screen Shot 2015-02-15 at 19.54.43

Hmmmm… I thought. Maybe it’s my browser. So I run the test again using Firefox and received this result.

Screen Shot 2015-02-15 at 19.54.43

Strange… I have the exact same result. I’ll try it again in 20 minutes. And this is the result.

Screen Shot 2015-02-15 at 19.57.00
Notice the time in the graphic above (and compare it to the time below), I’ll give it one more go in a while I say to myself, this is the last Firefox test conducted (30 minutes later):

Screen Shot 2015-02-15 at 19.58.00
Okay, so maybe they are caching my results, I’ll try Safari, here are the test results using Safari as my brower:

Screen Shot 2015-02-15 at 20.04.50
Now I’m thinking “Okay, so I’ve tried 3 different browsers, and they have all given me the EXACT same results (strangely), perhaps I should try testing my speed using some other 3rd party tools”.

For my first test, I used BT Wholesale, a professional testing service that doesn’t use Flash/Java, here was the result:

Screen Shot 2015-02-15 at 19.22.48

Okay, so BT Wholesale reported what reported, or at least in the same range and the numbers were not identical, this seems more realistic to me. Let me try again, here are the results for it’s test:

Screen Shot 2015-02-15 at 19.22.41

Again, pretty close to before, not exactly the same, and the speed is seems to be more fitting with the connection I’m getting. Let me try one more test, this time I’ll download a 100Mb file and see how long it takes. Here is how long it took:

Screen Shot 2015-02-15 at 20.11.43

Hmmm, 100Mb is 14:24 minutes, that’s about… 1.5Mbps..

Let me see what TalkTalk is actually testing, I’ll look at my network log, I’ll compare the TalkTalk graphic to my actual 100Mb download and see if I can spot and differences:

First TalkTalk:

Screen Shot 2015-02-15 at 19.49.35
Wow, that’s strange, the only traffic was the page reloading. Let me see what my ACTUAL 100MB TEST DOWNLOAD looks like:

Screen Shot 2015-02-15 at 19.49.46

Okay, so now I can see that TalkTalk isn’t really transmitting any data, let me spoof my useragent from my iPhone using 3G and see what it comes back with:

What does this mean?

TalkTalk isn’t even testing my broadband, AT BEST it’s testing the exchange, but they have no way of knowing if my broadband is actually working. NONE.

So TalkTalk are being completely DISHONEST when it comes to broadband and their speeds, what a joke.

This is truly disgusting behaviour, I think I’ll let some of my newspaper colleagues know how this company operates, and report TalkTalk to Ofcom for misleading it’s customers so badly.


One thought on “Talk Talk Internet – Misselling, Misleading, Misuseful

  1. I was unaware of this issue and never thought to check the internet speed,if it is a pre calculated reading maybe it would a good experiment for all the customers of Talk Talk to check this out.

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