Hi Trish, as awful as it sounds I am glad I am not the only one! I also had the most horrendous time with Talk Talk when trying to move. Although I had sent Talk Talk an email to their customer services department nearly two weeks prior to my move after giving up trying to phone them when I got stuck in a long waiting queue, I still had had no response so tried again to contact them by phone. I started at 9am and nearly three frustrating hours later I was still no closer to a solution. In the end I made 9 phone calls and got nowhere. I got told to go to BT, BT couldnt help me (which is understandable in my opinion as I am a Talk Talk customer not a BT customer). I was transferred four times and cut off twice. I was shifted from pillar to post, was told to ring sales, my local council, the billing department, and was even given a 'direct line' number by one person at Talk Talk which ended up being a fax number. This was the final frustration after having been on hold and transferred so many times. The result? My phone hasnt been disconnected in time, despite new owners now residing in the property and having access to my phone account! I am absolutely appalled with the lack of Service and the poor product that Talk Talk provide. This in conjunction with their awful broadband service and even their voicemail service which doesnt deliver messages on time. All in all a bad company to deal with. I intend writing to them (via registered mail) to advise them how unacceptable their business practice is and to advise them that due to their lack of service I will be cancelling my direct debit with them with immediate effect. I shall look for a new provider where customer service and a good product actually means something!
Good luck!
Fiona