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jessmagz, Computer Support Specialist
Category: Networking
Satisfied Customers: 10579
Experience:  Computer/Network Support Specialist for more than 10 years
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I have just contacted your help line who have checked our

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Hi Pearl, I have just contacted your help line who have checked our phone line and said it is ok. Our broadband went live on 21st October but we did not set it up until 30th. The speed is terrible. There is only my husband and myself and I am not even able to open facebook or instagram. I have carried out a speed check today and we only have 0.3 Mbps download and 0.2Mbps upload. Can you help us please?
JA: When could you last open your Facebook software?
Customer: Not properly here. I have to go outside to get it!!
JA: Did you recently update your software or Operating System (OS)?
Customer: on my phone and IPad in the past week
JA: Anything else you want the Software Expert to know before I connect you?
Customer: No I don’t think so

Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.

I am very sorry about your issues.

In this case, your Internet Service Provider (ISP) is at fault. However, it could just be a configuration issue that they can fix from their end without going to your house. I believe that is the very first thing that they will do. To initiate the fix, you need to contact your ISP and report the problem.

Who is your Internet Service Provider? If it is BT, contact them here:

If it is TalkTalk, contact them here:

Thank you and I hope that helped. If you need further assistance, please let me know so that I can assist you further.

Best regards,


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