new Talktalk account - is this normal?

alexlyne

Moved into our new house last month, and signed up for talktalk (at the end of August). I used the advice from someone on this forum and got the re-connection charge reduced to £30.
They said they would get an engineer round to connect the line. The earliest was 14 sept, we opted for 18th Sept. Openreach engineer showed up on time, fixed a fault on our line and set us up, so we are ready to go. We have a number and can make/receive calls.

I have a letter yesterday from talktalk. In this letter they say our broadband will be active by 24 Oct, and our telephone line active by 22nd Nov.
I also had an automated message on our answering machine from talktalk welcoming us to their network.

My questions are:
If our telephone line is not active until 22nd Nov, who is charging us for the calls we make now, and the line rental for that matter.

Are the stated dates silly worst-case dates... i.e. set so far in the future that talktalk will always fulfil their obligation to have things ready by that date?

How can broadband be active before the telephone line?

Talktalk website say 96% customers are fully active after 3 weeks from date of order. Even if my order became active once my line was connected, I should be going by 9th Oct (3 weeks from 18th sept)?

How long from now should it typically be until I get the 'welcome' pack?

Thanks for your help

Alex

TalkTalk

Hi Alex,

New lines are set up on our sister company Onetels systems and then transfered to TalkTalk systems for billing purposes. If the line is active then you will be billed by TalkTalk for the service once it is fully registered on our billing systems.

I'm happy to take a look into the dates you have been provided and confirm them for you but I would need to ask that you register and post at https://www.talktalkmembers.com/forums to allow me to do this. It sounds as if the letter quotes the estimated live dates rather than confirmed order dates.

Welcome packs are generated when the order to move your billing to TalkTalks systems is placed. Again I'll be able to look further into this and confirm things for you once you are on our forum.

Cheers
Emma x

alexlyne

It appears that I am required to have a customer account number to register on the talktalk forum - which I do not yet have (I have an order number though). Hence posting my questions here rather than there.

You are right thought that the dates appear to be random estimates:
""As soon as we have confirmed go-live dates we'll send you a welcome pack with all the details. Don't worry, we expect to have your landline service active by 24 Nov, 2009 and your broadband service by 22 Oct, 2009.""

TalkTalk

Hi Alex,

I've sent you a private message on here with a contact e-mail address for my team. We'll be able to take a look into this for you then.

Cheers
Emma x