talktalk - slick operation

alexlyne

Ordered End Sept (New connection), BTOR came on 18th Sept to fix problems and connect us. Broadband scheduled for 22nd October.
When I contacted them on the 10th, they told me there had been a delay (something didn't get ordered, or something), Broadband pushed back to 28th October. 9 weeks after initial order.

The good thing is that my router order was still scheduled assuming I was being connected on the 22nd... I.e. it arrived today (23rd) - as could be assumed typical, a day after assumed connection.


So, what takes all the time? the first three weeks were because of BTOR. From 18th sept to 6th October - I was on Onetel system waiting to move over to talktalk billing system.
From 6th October to 28th October - waiting for broadband.

So it is all pretty linear in the way it works. An order goes in for a new line connection, then only after that is successful can an order for talktalk (to be put on their LLU?), then only after that is successful can an order for broadband be processed. 3 weeks a pop?

I'm sure I read somewhere that 96% of customers are online within 3 weeks of order. Excluding the line connection, mine took 6 weeks. Can anyone here claim to have been on internet within 3 weeks of order? All the cynics say it will never be less than 6, and I'm starting to agree with them, but where do the delays occur? with talktalk or openreach? Is it the interaction between the two companies? can ofcom get involved - they are supposed to be pushing the ideas of making it easier to change supplier, can they force everyone to grease the wheels a bit?

alared

I signed up online to join TT on 14th March 2008.
Everything went entirely smoothly and I was connected and up and running on 3rd April 2008.
Since then I have never experienced any problems and have an average BB speed of 7 megs.
My monthly BB and phone package costs are half what they used to be with BT.

Can`t say if BT drag their heels but they can`t be happy losing hundreds of thousands of customers to TT.

alexlyne

I was with Tiscali in my old house, there were teething issues with the line, but once up, had about 2.5 years trouble free. Once I'm up and running on TT, I will certainly not be complaining. 3 weeks would have been perfect for me.. being without internet costs me money. I'm certainly a 'get what you pay for' believer, so can't expect too much from something so cheap. As always, the defining opinion of a company comes from when they have to sort out problems - if you have no problems, then all is wonderful. If something goes wrong and they fix it quickly then great. It's when you chase them round and round to fix a problem that it all falls apart - this is the camp many find themselves in, but thankfully not everyone.

spike7451

My BT line changed over on Monday,I ordered O2 broadband on Wednesday,got my Router Thursday & go active Monday.
Very happy so far!

alexlyne

(in my most sarcastic voice) Well good for you! :P

TalkTalk

Hi Alexlyne,

With new line instalations the order needs to be placed to activate/install the service with BT Openreach. This is dependant on availability of engineers. TalkTalk then need to wait for BTs systems to show the line is active before an order to move the service onto an LLU service can be placed. If LLU is active and available on your exchange then the service can be fully activated 10-14 days after BTs systems show your line as live. If LLU is not available at the time the order is placed then we need to place an order for voice services only to migrate you onto the TalkTalk billing systems. Once this has completed and shows as active we can place the orders for broadband services. Without being able to look at your account specifically I can't advise what the delays were or why they occured. If you would like me to look further into this for you could you please register and post at https://www.talktalkmembers.com/forums.

Cheers
Emma x

alexlyne

I already know from mark at the TT forums that: "It appears that the line was not transferred directly to LLU following the installation". The LLU order was supposed to happen 14 days after the confirmation of activation of the line, which happens 2-3 days after the actual connection. Therefore, in theory I could have been connected up in early october - even though my initial 'expected' dates were 22/Oct for BB, and 24/Nov for Phone (really don't know how those figures were calculated!).

So my delay is only 6 days from the initial guess, so I'm not overly bothered about that (although nothing was done to try to mitigate it, possibly because I didn't ask). I'm just trying to reason why times are estimated as they are. If it's because of engineers, then surely some people can be switched much quicker than others if there's a bloke at the exchange doing a job lot of LLUing on a given day? I guess I'll have to do some research. It's because of the general queriness of my questions that I didn't post on the TT forum, as I know it's as much BTOR as anyone.. and it is the system that could be improved, not always the people behind it

alexlyne

(aka amjl2000 on tt forums)

bagpipeman

DANGER WARNING!

The mere mention of Local Loop Unbundling and TalkTalk in the same sentence is frightening.


TalkTalk has published the personal details of numerous customers in the Phone Book without authorisation - despite the customers being registered ex-directory for years! The systemic failure apears to occur when TalkTalk undertakes the LLU in local exchanges.

Do a general internet search for "TalkTalk ex directory problems" etc and you will realise the extent of this problem.


If you wish to retain your ex-directory status - GET TALKTALK TO GIVE YOU WRITTEN CONFIRMATION THAT YOU ARE AND WILL REMAIN EX-DIRECTORY!


Good luck with it all!

Edward James.

TalkTalk

Hi Alexlynne,

If you have further questions about the process for new line instalations or LLU then feel free to ask on the members forums. We'll answer any question honestly for you. Theres probably less chance of your posting and issue getting spammed and hijacked.

All new line orders have commitment dates that orders should be placed on. These can slip slightly due to system issues with BT or with TalkTalk - without looking into specifics on an account it's impossible to say where the delay has arisen from. There shouldn't be any need for customers to call and chase orders for LLU/broadband services. There are projects ongoing at the moment to improve the customer experience for home movers and new line instalations to prevent the need for customers to contact us regarding their services.

Cheers
Emma x

Cheers
Emma x