Leaving TalkTalk and going back to BT - some questions

GustyGardenGalaxy

When leaving TalkTalk after paying for a calls and rental service, naturally the first port of call is to phone the appropriate TalkTalk number and go through whatever process is necessary.

However, what happens then if the customer wants to sign back up with BT?

Is there a chance that the phone line will be disconnected while the transition is taking please?

If so, how could any temporary loss of service be avoided when moving back to BT from TalkTalk for line rental and calls?

Thanks

iniltous

If you are with TT as a CPS or WLR customer then shouldnt be too difficult to transfer back to BT,if you are a TT LLU customer it could be a little more complicated
If you were a BT customer at the same address before you were a TT customer then you or at least your address should still be on BT's records
BT probably have a specific team for this sort of 'win back'

GustyGardenGalaxy

Thanks for the advice.

What is CPS and WLR ?

The phone line is just a standard line, no Broadband, so does that mean there's no LLU? (I know what that one is - Local Link/Line Unbundling - but isn't that for Broadband only?).

deklan99

LLU can be broadband only (shared LLU) or full LLU where both broadband and voice are removed from BT's network. TT do full LLU but also provide voice/broadband over BT's network.
Dial 17070 - if you just get the number read back it's LLU and therefore about the only simple way to get out from TalkTalk is via BT retail and "return to donor" I think via the options team. Should be no charge as long as the line is still active.
If you get the number and other options then it's just a case of contacting the voice provider of your choice.
As for delays, could be some downtime if it's LLU otherwise seamless.

GustyGardenGalaxy

Thanks. So best to phone BT either way then if I want to move back to BT?

iniltous

GustyGardenGalaxy wrote: »

Thanks for the advice.

What is CPS and WLR ?

The phone line is just a standard line, no Broadband, so does that mean there's no LLU? (I know what that one is - Local Link/Line Unbundling - but isn't that for Broadband only?).

TT or any other SP (service provider)
CPS = Carrier pre select...line rental to BT, BT exchange equipment delivers dialtone but calls made are routed over SP network so charged on a SP's bill (end user gets two bills one from BT and one from the CPS company)
WLR = Wholesale line rental, end user has no relationship with BT retail, only gets one bill,pays line rental and call charges to SP but is actually connected to BT exchange equipment calls routed over SP's network.
The SP doesnt have to have a network but could buy wholsale access to BT Wholesales network

GustyGardenGalaxy

Thanks for the explanations.

TalkTalk

Hi GustyGardenGalaxy,

If you have just line rental and calls with TalkTalk all you'll need to do is call BT and ask them to take your service back. The Options team are the best guys to speak with about this. It usually takes 10-14 days for the transfer back to BT to complete and there is no loss in service. You should not ask TalkTalk to cease your line although you should speak to retentions to inform them you are leaving the service. You can get through to them on the normal customer services number.

If you have asked TalkTalk to cut off your service this could leave you with no phone service for BT to reconnect and a bill for reconnection with another provider.

If you need any help let me know. Sorry for the late reply - been on holiday.

Cheers
EmmaL x

GustyGardenGalaxy

Thank you once again Emma.