Hi I'm new to this - have had an horrednous day trying to battle with BT and TalkTalk and experiencing mixed messages, competetive lying and no support from either of them.  I googled "moving talktalk" and arrived here.

 Like many others we are due to move in 6 days time (sudden pressure from buyers) and have a talktalk landline and broadband package. House we want to move to has an inactive line but there is a line there. We also need to keep our current telephone number as my husband is self employed.  

 I used advise from this thread and asked BT to activate the line - they will only do it with a 12 month contract despite quoting Ofcom from here. They also said it will take 19 days to change the account and in the meantime the people moving in would not only be using our phone they would receive all our calls! BT maintian that Talktalk CAN activate the line but just can't be bothered.  Is this true - talktalk have denied vehemently that they can do this, and Rachel earlier said that talktalk do not have the infrastructure to carry out these works.   

 All we want to do is have line activated and move number over. Is it really that difficult. I have also had phone put down on me twice today and I am stressed enough as it is. Please can anyone advise what to do. :(
 

Hi Claire, we've had exactly the same experiences. Talk talk do have the technology to do what you've requested they just haven't implemented the full training of staff, as one helpful staff member let slip to me. Therefore, until they do you are unfortuantely in limbo. BT are as bad as Talktalk and it's just a case of getting a date and waiting for the transfer.

Hopefully the people moving into your 'old' house will be understanding and pay for the calls they incur? if not I'm personally planning to bill Talktalk because of the inept service they provide or don't provide. We've chosen the BT route (as there is already a BT line at the new house) and the 12 month contract, with a temprorary number, and transferring then number back (at the old property) to BT although all in all it will be 28 days, at least, before we get the old number back!.

Compliants wise BT and TalkTalk both have 'High Level Complaints' numbers which I received from OffCom which are; TalkTalk is 0800 0491018 (address Carphone Warehouse PLC, 1 Portal Way, London, W3 6RS) and BT is 0800671502 could not get an adress for this. You can also log complaints on the BT website - although I've not had a repsonse to mine of 7 days ago, probably lost amongst many others.

One thing I'd add is that BT staff will not give thier surname quoting Dataa Protection laws! I thought we were the customers not them! ....very annoying, or is it just me!  Anyway all the very best in your quest and please let the forum know how you get on...it may help others to avoid our predicament. Don't let them grind you down! Try smiling I find it helps or is it hsterical laughter!  :-)

 

 

 

 

 

Hi, thanks for replying. We basically have had no choice but to return to BT as they are the only company that are willing to activate line and will only do with minimum contract - I wouldn't go back to talktalk now anyway. TalkTalk said they will not charge us the £70 disconnection fee and I have the name and e-mail address of the person who told me this. It was a dreadful experience trying ot sort it out - it took me over 6 hours and I spoke to 16 different people - and they all lied. I would change my username to Ihatetalktalkandbt!  I have reported them both to Ofcom but there was nothing they could do - a talktalk rep actually put the phone down on me!  Persoanlly would like to return to the days of pigeon post - and I haven't told my 15 year old yet that there will be no phone or computer for two weeks.  Hah hah

Hi, well done for persevering and I agree re pidgeon post.. and it would appear that BT and TalkTalk agree as well because it now takes longer to set up a phone than it did before the privateisation of BT!  Hope your 15 year old doesn't go too stir crazy...being on holiday etc. You've probably suggested this but the local library is always a good bet for internet access if he or she is that desperate..or indeed to get a book or two for GCSE's? Agree re the username! The most stressful experience of the whole house move...something must be done.

 

 

 

Sounds like youve had a bad time trying to get your line moved over.  Part of the reason for this is the sudden unexpected introduction from BT of a 12month or £70 disconnection fee which used to be 3month or £13 cessation fee, talktalk previously would fork out before this rise in prices and apply a crdit of £13 to cover the costs of this.

 

There are currently trials underway to enable talktalk to provision there own telephone lines through the systems Onetel (now also part of carphone warehouse) use.  As soon as these trials are over they will be able to do this.  If all goes well it is looking to be around 1 month from now.  Unfortunaetly this has come a bit late for you and you were stuck in limbo. 

Yep, you're right there re the limbo still no number transfer 15 days after moving in and 23 days since the original request to TalkTalk. One positive in this gloom is that I did speak to one very helpful lady in the escalations team at TalkTalk and she gave me her surname, one up on BT there who even the 'Manager' Mick at Doncaster wouldn't reveal that 'Data Protected' bit of information!!

As you say unfortunate that BT and Talk Talk couldn't come to some arrangement in the short term, until TT had the systems in place to transfer customers, thus preventing this very unhappy customer of both providers. AND they don't even guarantee the transfer of our number! AND I was offerred a bribe opf three month line rental to change numbers, SHAME on you BT!

I've tried to be very patient with the employees of these organisations, until now, as they are only the pawns in this stupid game being played by OffCom, BT Retail, TalkTalk, BT Openreach, shame on them all for appalling customer service! Is someone brave enough to sort this out? 14 days is far too long to transfer a number!  and 29 will, if it's achieved, be totally unacceptable. I know there were some bad parts of the old system but with the technology that's around today surely someone can get this 'service level' reduced?.

Well hello, just to let you know that we did move as planned on 17th August and lo and behold we still do not have a telephone and therefore no internet (doing this at work). After three different appointments, BT are now saying our connection date will be 3rd October. I have spent over 35 hours on the phone trying to get through to BT staff. It has been a nightmare!  I have no intention of staying with BT and as soon as the line is connected will be looking to going back to TalkTalk. TT might be difficult but I have been able to get through fairly quickly to their staff. By the way Offcom, Oftel, Office of Fair Trading - none of them interested unless we are without a phone for 3 months. My formal complaint to BT was met with a frosty 'log'. I said in my line of work if someone complains we do our utmost to improve services not just log it. Unbelievable!!!   

 Well done for persevering! I eventually got my old number back 47 days after moving into the property, so a fairly similar and poor experience. Hopefully they will keep thier promise of 3/10 if not ask for senior mangers name ane email  forename.surname AT bt.com  copying as many people as you can including Offcom ( not interested as you say) but it seemed to stir things into action!  Hopefully TalkTalk will now get thier act together and offer a transfer service.....too late for us but may stopm other mere mortals from experiencing the same anxiety as us.

 

Remember when I moved they said I had to ring BT to get the line activated and get a new phone no and then call them and tell them what that no was. As it turned out it was a bit of a bind but it was done quick enough. Bit of a pain having to change my no as well. Not sure why I had to do that but have always been happy with Talk Talk and have recommended it.

Hi

Talk Talk as you said don't have very good customer service I would advise you to go to sky they will sort your landline out and internet and your sky channels - it works out to be the same price as Talk Talk if you are already paying for the minimum sky package anyway

Hello,

I am very sorry to hear about the problems you have experienced with TalkTalk. I am sure that your issues have now been resolved however if not please visit www.talktalkmembers.com.

One of the support agents will be more than happy to help you

Stephen Fell
Online Community Executive, TalkTalk
www.talktalkmembers.com

Dear Mr. Fell,

I'm a Talk Talk Customer who moved house six weeks ago. I was happy with my talk talk account so instead of looking at a new supplier I wanted to use Talk Talk at my new address. I rang the home mover line to make the arrangements about six weeks ago.

I'm still waiting for the telephone to be connected to talk talk (it has an active BT line) let alone the broadband which i understand can take a further two weeks! I have made numerous calls to the dedicated home mover line who are unable to ever tell me anything and always have to put me on hold to phone what they call " the back office"! This usually means being on hold for anywhere from 15mins to one hour! A couple of times they have said they would ring me back and to be fair they have done so but only to tell me someone else will ring me in the next couple of days with an update. I have been given connection dates of 25th April, 30th April and about a week ago I was told just a couple more days!

Today I have been called and told by someone to confirm my new address and querying what my new house's BT phone number is so they can send an order through to have me swithced. Talk Talk had all these details six weeks ago. What has been going on for six weeks!

Your website says "Bringing your TalkTalk broadband and phone services with you is easy"!!!!!!

I'm unable to sign in and use the talktalkmembers.com website as my existing Talk Talk account number has been disconnected and it says i'm no longer a customer! Well I am a customer of yours and this moving home service has been awful.

I'd apprecaite a reply and a realistic time scale on the connection of my service.

regards,

Matt Hammal

Hi,

Send me an email with your details and I will see what i can do to help you:

stephen.fell AT cpwplc.com

Thanks

Stephen

I'm about to delve in to this mess myself. Why can't it be easy?!

Has anyone had any luck getting BT to simply give them an 'active line' without the need for a subscription recently?

Any Teleco (including Talktalk) can approach BT Openreach on your behalf to install a BT line. Those that will provide that service will of course expect you to continue to use them for line rental/voice provision and have to impose certain terms and conditions. Otherwise companies who won't arrange installation could just take away their customers as soon as they have an active line. eg. Talktalk