What BT told me about Talk Talk offer

silentfox

Just called up BT to find out my MAC number to apply for Talk Talk free broadband/calls deal online.

The customer service lady asked me If I aware of all the facts about Talk Talk, I said yes, she said she had the "latest" facts from 2 days ago...got a bit worried and curious so asked what they were:

Firstly it was no point me asking for a MAC number because Talk Talk either use or don't use (sorry got a bit confused) LLU equipment (?? don't ask) which means they can't simply use the code and transfer me to their broadband service, I would have to do the following to get Talk Talk broadband:

1) I would have to call BT and cancel my Broadband
2) Something called a marker (don't ask again I have no clue either) would then be removed from my line within 10 days.
3) After this Talk Talk would take roughly 60 days to get me connected so I would be without broadband for 70 days!

She said Talk Talk aren't telling people about this and making out there is a technical problem and getting the customer to take the steps above after they have signed up.

Then she said if I was not in Talk Talk LLU area I would have to pay £30.99 a month.

Finally to top it all off she said a 20 min call to Talk Talk customer service would cost me £10.

Oh yeah apparently my bt broadband monthly charge will be cut by £5 a month after being with them for 12 months which will be in 2 days...news to me!

When I put my number and post code in on the Talk Talk site it pops up saying I can get free broadband and says the deal will cost £20.99.

I am seriously confused, help advice and Martin's input required.

Ian_W

This is cut and pasted from TalkTalks FAQs so there may be porkies being told by the BT op about this - I seriously doubt TT would commit something so misleading to the public domain. With regard to customer service it IS expensive with TT. I don't think Martin has time to view every thread but if you navigate to the phones and utilities section of the site he has done a preliminary article on the offer. Also there have been quite a few discussions about the TT offer on the forum if you look back for them. General concensus seems to be wait & see as others will bring out offers soon.

Hope that helps & welcome BTW.

If you already have broadband from someone else, it’s easy to switch to TalkTalk broadband, and we’ll do our best to switch your connection without interruption. Just contact your current broadband provider and ask for a MAC (migration authorisation code).

"MAC code?" we hear you say. Well, without getting too technical, MAC stands for Migration Authorisation Code. It's basically a 16 digit code that we need as your new broadband provider to swap your connection over. If you come to us as a migrating customer with a MAC code in hand from your current provider, you will only lose service for a few hours and we will make sure this is kept to a minimum. However, if you chose to disconnect first and then come over to TalkTalk you might be without your broadband connection for a few weeks.

To get yours, simply contact your current broadband provider. Don't worry, it's standard procedure to ask for it and their customer services will know what they have to do.

Please select your current broadband provider from the list below to get their telephone number:

AOL 0870 320 2020 Wanadoo 0870 872 0099
BT 0800 800 150 Tiscali 0845 077 4488
PlusNet 0845 140 0200 Virgin.net 0845 045 1118
Pipex 0845 077 2455 OneTel 0845 000 0000

Then pass on the code to us so we can swap you over. When you've got your MAC code you can get it to us by email, reprovisiontalktalk@cpw.co.uk. After we've received the code, we'll send you a letter confirming your broadband 'go live' date - followed by everything else you need to get up and running.

Please note - Your MAC Code will expire after 30 days. If you don't use it within this period, don't worry - you won't be disconnected from your current provider, but you will need to request another one if you want to join TalkTalk Broadband.

normanmark

The BT's customer service was telling the truth.

To provide free broadband Talk Talk are putting their own equipment in the exchange. Ie. their own lines & jumpering equipment. This is referred to LLU (Local Loop Unbundling) where BT opens up the exchanges so competitors can put their own lines in & offer services to the public.

So in this case, there is no need for a MAC number as you're not transferring service from a BTWholesale rented line to another BTWholesale rented line. (ISP's rent lines off BTWholesale) So You'll have to start up Talk talks line straight away.

There are some delays with the LLU issues, this article can shed more light on it: http://www.theregister.co.uk/2006/05/02/carphone_ofcom/

She was correct in saying that if you're not in an LLU enabled exchange area (approximately 30% of the country isnt) then you would have to pay a further £9.99 on top

KathrynPenguin

When I moved over to Talk Talk I needed a MAC code, this was before LLU though. Mum is going now and has asked for her MAC, TT have not indicated she won't need it. Both of us were with Virgin and they don't make it easy to leave and get a MAC code and they try to give you offers to stay.

With regard to the cost of phoning cust services with TT, well if its on their 0870 number then its free from a TT line. The BT woman is talking about calling the BB helpline at 50p a minute, many providers charge for this and I have to say after having BB for a few years I have NEVER had to phone one of these numbers. If you have a billing or other enquiry its just the free 0870 number.

Mum had her letter from BT this week about leaving and said it was downright rude - made her glad she was leaving them and glad she has sold all her BT shares!

MarkyMarkD

I don't think norman is right, and I'm pretty sure that the BT operator was telling porkies.

TalkTalk are using LLU, but don't have LLU in place for their launch. This is why they are encouraging customers to sign up for their deal, but not promising to enable the broadband right away.

It is likely that they will have to enable many customers' broadband without LLU - in which case it is just a straightforward migration and a MAC code is required. And then at a later stage they will switch the customer to their own equipment once they have installed it in your exchange.

The only grain of truth in what BT told you is that, if you sign up for the TalkTalk deal now (which will cost the full £20.99) you won't get the broadband for a while - possibly the 60 days she quoted.

I can't see any reason for people to rush into TalkTalk until the 60 day delay problem disappears, but equally well I wouldn't believe anything BT told me.

normanmark

MarkyMarkD wrote:

I don't think norman is right, and I'm pretty sure that the BT operator was telling porkies.

the only thing you're saying im not right in saying is that Talk Talk are using rented BT Lines until their LLU issues are sorted out. Which i never even mentioned about them renting lines until the LLU's ready, if you read back.

I'm open to see proof where they're going to use something else before this LLU situation is sorted out. But somehow i doubt a company as big as Talk Talk will be up for loosing money by paying for rented lines AND bandwidth with a third party (BTWholesale).

The BT Customer Service Rep was telling the truth in saying that if you're not in an LLU enabled area then the customer would be paying £30.99. £20.99 + £9.99 for the broadband (not living in an LLU enabled area)

sparkle197828

**WARNING** talk talk forged my other halfs signature!!!! i say no more about my views on that company!

Crabman

sparkle197828 wrote:

**WARNING** talk talk forged my other halfs signature!!!! i say no more about my views on that company!

I presume you have informed the police as this is a criminal offence carrying a jail term?

sparkle197828

we considered it but in the end complained to them paid off what we owed and went back to bt the sales person just walked into our home i never even invited him in i have a young child too soo at the same time he was rambling on about the advantages etc i was chasing my little one everywhere told him several times he would have to talk to my oh he couldnt wait 10 minutes for him to get back from work and took it upon himself to sign the contract at the time i just wanted him to go and by the end of it i wasnt thinking screaming kid pushy sales person etc i now am a proud owner of a no sales persons please door sticker! i wish at the time i had told te police but when i realised that i could go straight to the police i felt i had left it too long although we do still have the paperwork etc it looks nothing like my oh signature!

cheghead

I hate TalkTalk

They are heading for a big fall IMHO. Charles Dunstone is NOT the Bill Gates of Telecoms!!!


Funny..as I wrote this the Nationwide 'Brand New Customers Only' was on TV!

sparkle197828

lmao!!!!!!!!!!!!!!