moving house dilemma-TT or BT?

recession-proof_Daisy

I am a TalkTalk customer and have been with them for 3 years with no problems with the phone or broadband, but when it comes to moving house they just don't know what they are talking about and are useless. I am moving from a flat in one area to a ground floor flat in another area, and I have phoned them 3 times up til now to confirm the new address which they are disputing. As it is a house converted into 2 flats I don't want TT to put this in the wrong flat, they say it is Flat --A and upstairs is Flat --B, but BT's database has the address correct as the house number on its own which is right with the upper flat being --A. Then I have to cancel the 18 month contract at old address and start a new one and pay 29.99 for the privilege of moving house. Also, they say I have to wait at least 14 working days for the phone to be activated (although there is a BT phone line in there with a number) and at least 4 weeks after that for the broadband. Well how come BT can do it for the date I move in with just a week's notice? And do I have to cancel the direct debit from the Bank with TT as I don't want to be charged for a service I am not getting? When I phoned BT they were very helpful but they are 8.00 GBP per month dearer. And TT's callcentres are in India and they are not helpful at all and just don't care. Are BT's callcentres in India? Have got to make a decision whether to stay with TalkTalk or go with BT, can someone advise me which is the better option? Do I have to pay a deposit with BT if I choose to go with them, as will have to pay 70GBP to TT for cancelling the contract.
Sorry for the long post but this is doing my head in not knowing what to do

damoandclaire

one of the reasons why TT don't know what theyre doing is simply taking the instructions. This then gets passed on to BT. TT are just the middle man.

Its a tough one to decide on this and I'm not sure which way to go. I personally would probably give TT the chance (mainly because I've had bad problems with BT and don't like them). Surely if you do everything in your power to give them the correct details for setup, then the onus would be on them to ensure they get the correct premises. For example, when you move in and been told that your line is active, but its not, log a fault. it would be up to them to sort it, not you. Granted, thats gonna take time to transfer over.

On your other comments there - £70 to terminate a contract? You're not terminating it though, you're moving house, I would look at the fine print of your contract to see if thats true. Most services, BT included and Sky whom I'm with, state that they will attempt to give the service at the new address, if they cannot provide you with service because of reasons like, the exchange is not equiped etc then that wouldnt be deemed as your fault and as such would not be able to hold you to contract on the grounds that they cannot provide you with the service you originally had because THEY hadn't done the work at the exchange.

Does seem somewhat excessive to expect you to end your contract tho. What I think the tactic here is, they get you to cancel your contract, pay the fee, sign up again at the new address and hey presto, they got you for another 12 months contract at least. Double check the small print on this one.

BT do have some call centres in India, depends how busy they are I think as to how often you ring them and what time you call them also (from experience)

There are pros and cons for both of them, BT because they run the network so would be good at it (or so I thought, just my opinion lol), TT because its a better service overall. Its a tough one.

HTH.

TS_777

We have a similar problem. We were happy customers of TalkTalk (line+broadband+calls) until we moved our house. Two months after the move there is still no broadband! In our new place the line was disconnected by previous owners, so TalkTalk sent an engineer to connect the line. The strange thing is that engineer activated the line, but the tone (when you pick up the phone) is intermittent (like beep-beep-beep) not as it normally it should be (beeeeee....). And there is no broadband connection...

deklan99

Could be you have voice mail activated to give a beep-beep tone. Try 1571 and see if it's activated and delete any messages.

TS_777

Thanks a lot for your advice!!! I'll call 1571 as you suggested when I am at home today. Is there any chance that these "hanging" voicemail messages somehow interefere with the broadband and that's why our broadband is not working?