I am moving house shortly and keep being told different stories by Talk Talk and BT. Talk Talk say I need to contact BT and join them for a 3 month contract which i will need to buy myself out of. However BT say it is up to Talk Talk to set me up in my new home as I am with Talk Talk currently and that Talk Talk do have the ability to activate the BT line already there and give me a number. It all sounds very complicated and going by past customer service experience with Talk Talk (or lack of it), I am really worried I am going to be left without a phone in my new home. Both BT and Talk Talk keep sending me back to each other!

Can someone please advise me please of any experiences they have had of moving home with Talk Talk or any advice would be much appreciated! Thanks.

Hi Trish

Thanks for your email.

The short answer is I have no idea, this is the first time I've heard about this for Talk Talk but I believe it's a technical issue around their LLU network and migration process to a new home.

They may be having problems moving your connection because they have to switch to BT's network first and then into their LLU network, so in effect when they start to say it's the other one who needs to change it for you they're both right at the same time.

Confused? Yes so am I, I think the only thing you can do is be patient and go back to Talk Talk. As your ISP they should be the ones with the answers, I would defer to what they say first but make sure BT are kept abreast of the situation as well, ideally you need to work with both sides to try to get this resolved.

Kind Regards

Jason

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Jason Lloyd

moneysupermarket.com

Trish........I cannot offer any first-hand experience of this , but surely OFCOM must have a guideline ruling on this issue which must crop up EVERY DAY


try them first


the bubble is about to burst with many companies on their disgusting customer service and arrogance levels


i wish you luck !!!

Thanks for that.

I phoned Ofcom yesterday who said it was Talk Talk's responsibility. This followed a call to high level complaints at Talk Talk who yet again said I had to go to BTand take out a contract with them and then buy myself out of it or stay with BT for 3 months then go back to Talk Talk or pay them a £70 cancellation fee. I have now gone back to Talk Talk again after speaking to Ofcom and am awaiting a response from high level complaints. Dependant on this response, Ofcom have told me to go back to them.

As if moving home wasn't stressful enough!!

Talktalk free broadband is a joke! What more can i say.

Phone works fine. Broadband DOESN'T.

You Cannot get through to customer service even though it's premium rate.

They Do not reply to complaints made by mail or e-mail.

And believe it or not, I spoke to OFCOM and they just don't want to know!

Advice to anyone thinking of switching - DO NOT SIGN UP - YOU WILL REGRET IT!!!

as I have said before..........................


the bubble is about to burst with many such companies who are totally arrogant in their attitude to customers..........


it is customers who provide their INCOME ,. thus their profits...............


come on public , VOTE with your feet and commence COURT ACTION


if a service cannot be provided then they MUST BE SUED


then, only companies who CAN provide a service will survive.................



and about time too.............



and Banks,,,,,,,,,,,,,,,,,,,,,you have been warned as well


talking of which..............................HALIFAX PLC HAVE 75 RECORDED LIVE C.C.J.'S AGAINST THEM !!!!!!!!!! ..............WOULD YOU GIVE THEM CREDIT ?????????????????//

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

the simple answer is to go to BT for the whole package......you are then dewaling with the PROVIDER........this avoids the classic probelm of buck passing between companies.................


alternatively, check out the member called 'ericisp'


FORGET TALK TALK....................Mr Dunstone is a load of waffle...................as per his pathetic response on watchdog recently

he is only interested in volume customer base paying regular subscription and paying high call charge to a purposely-low attended call centre...................think aboout it cynically and you have the reason for shoddy service

does mr dunstone have a personal problem with his broadband .......of course not...............


let him answer via this site....................we await his




keep us posted

Hi Trish,
I am experiencing exactly the same problem as you. 4 months ago I moved from BT to TalkTalk. This monday I contacted them to explain that I was moving — I was utterly astonished to be told by TalkTalk that I needed to phone BT and take up a contract with them to be able to continue receiving the TalkTalk service. Then I could cancel the BT contract after three months, or buy myself out of it!! That is simply unacceptable.
Do please let me know the outcome of your dealings with OFCOM and TalkTalk so I can do likewise— a coordinated barrage of customer complaints may carry some weight . . . yeah right.

BTW I found your post by googling [talk talk" "moving home"], your post is the first returned result.

Hello everybody

This is my first post, so please be kind. ;o)

I can only talk of my experience with a company I use for provisioning services for my customers.

The Utility Warehouse set up what is called a 'move' team earlier this year, which does exactly as the name suggests, it enables a person in contract to move their services (phone, broadband, gas and electricty) from one property to the next, subject to their being a BT line there already. If not, then provisioning can take place, but may cause extra delays to the transfer process.

The issue though is always BT where the exchange is not enabled, and you then fall into the lap of the Gods, for your transfer.

Where an exchange is enabled (LLU), the move in theory should be smooth (I am not saying seamless!), and you may encounter one or two days of downtime on various services, but that is usually caused by the line settling.

Any further questions, please do ask away.

HTH

Laurence

"The issue though is always BT where the exchange is not enabled, and you then fall into the lap of the Gods, for your transfer."

Fair enough. It may be down to BTs exchange, but c'mon. You pay for a service and that is what you want.

Talktalks inability to move a customer smoothly is in my opinion poor service and extra unwanted hassle during a house move. If thay aren't able to do that effectively then Talktalk, not the customer, should make alternative arrangements. Companies who have decent customer service make losses on certain customers. In my opinion, all talktalk can do is put profit before customer care.

I will say it again - AVOID this company!

"but that is usually caused by the line settling" - enlighten me please!

I am not going to knock Talk Talk even though I am in competition with them, so where an exchange is not LLU enabled, all companies have to wait their turn for BT to do the work on their behalf.

Where an exchange is LLU enabled I have no sympathy with any company not delivering good or great customer care.

At the last time of checking Utility Warehouse have access to 70% of BT Exchanges where LLU is enabled; I do not know what percentage Talk Talk have achieved.

With regard to 'line settling'.

This is a common problem and one not talked about very much and affects a line for 7 to 10 days after activation where broadband has been provisioned.

Basically, engineers tweak the line for optimum benefit to the customer, and that can take 7 to 10 days to get the right balance.

If you wish to have a private chat, please check my profile for contact information, since I take it that it is not done thing to post my details here.

HTH

Laurence

Hi Trish,

I have had a long ongoing battle with Talk Talk over this very issue. All very frustraiting - my view is that I don't care who owns the telephone infrastructure, my contract is with Talk Talk and if they are unable to honour it because of a simple everyday procedure like moving house then I should be compensated. Additionally, I have pointed out that I was mis-sold this product because I was told that moving house wouldn't cost me anything and would be "easy". Anyway, to cut a long story short I have now been told by a Talk Talk call centre operative (one of the few helpful ones) that if I buy my way out of the BT contract, then send the bill with a letter of complaint to Talk Talk they will recredit me for the BT charges and consider any claim for compenstation (I have asked them to recredit any Talk Talk charges for the period that I am without service in my new home). It is a lot of hassle but it looks like the only way of getting something back - hopefully OFCOM will finish thier investigation soon and slap a big fine on Talk Talk for breaking the rules after all that is what they are there for!

The address to write to is:

Carphone Warehouse
1 Portal Way
London
W3 6RS

Good luck,

Fiona

Thanks Fiona for your e-mail.

I have now moved home and had to go with BT for 3 months. I have written a letter of complaint to Talk Talk highlighting the part on their brochure which says moving home is easy, just leave it to them!, I have never received a response. The billing department have told me that I need to buy myself out of this contract or incur a disconnection fee. I have e-mailed them back to say that I will not pay the £18 as why should I incur extra costs. How can they ask for the £70 disconnection fee when they made me disconnect!

I will now write another letter of complaint asking for the £18 disconnection fee. I am also incurring call costs from BT at the moment and have no broadband.

How are they allowed to get away with it! Ofcom could not really help as they said that in Talk Talks terms and conditions it says there has to be an active phone line in the property you are moving to. Everyone who moved out of a property disconnects their line don't they!

Please keep me posted how you get on and I will do the same. Good luck.

Trish

The house we moved into had an active phone line - the guy forgot to disconnect before he moved out. However, in order to change the name on the bill to mine I had to take on a 3 month contract with BT so this whole "active line" thing is a complete misnomer.

I guess we are a bit stuck if OFCOM aren't interested!!

Fiona