Talk Talk.... Have I made a mistake???

keefyb

I have just moved house and I am trying to set up with Talk Talk. We were previously in a cable area with Virgin, but as we were moving to a non-cable area I wanted to try and get Talk Talk up and running. I phoned them on the 8th to say we wanted to use them. The woman on the line said we could use the current number at the new property (we moved exchange areas) and there would be no re-connection fee, just the normal £30, so I asked for TalkTalk Pro and broadband. They said 5- 7 days for the line to kick in so would be fine for the move. Broadband would come later but that was fine too. We then moved in to the house and found the line was dead... tried using the order tracker and that wasn't working.... waited a few more days. I called customer help yesterday and they said the system wasn't working so she would call me back on Wednesday as she had the day off today, and so did her manager who apparently was the only other person who could call me back. I thought that was too long so I called again today. I was told that the order had been logged in twice so they had to cancel both and put a new order in. I now won't be getting connected until JUNE 1ST!! a full 23 days after placing the order.... plus the phone line is dead... so we will only have mobiles until then- no way of receiving calls or calling 999!!! ... I asked to speak to her manager, who was busy and would call me back, but she said that her Manager would say the same.... I tried to find a different customer complaints number, but the only one I can find is the same one I called before... Any help or advice would be great!!

Mark_In_Hampshire

This seems to happen regardless of who you use. All the lines are maintained by a privatised monopoly called BT Openreach, so all suppliers have to use them.

There seems to be a complete disconnect between the provider supplying you and Openreach and this comes up with Talk Talk, The Post Office and BT Retail in roughly equal measure on here.

There was a very similar thread a couple of days ago where the customer had signed up to BT to receive similar treatment.

Communication seems to be non-existent. The process of "putting orders on the system" seems to be some kind of black magic artform. Whose fault that is, is a mystery.

deklan99

Apart from anything else a) you can't keep the same number if you move between exchanges and b) Talktalk cannot port ex-cable numbers to their network even if it is the same exchange.

keefyb

yep, thanks... i know we couldn't have the same number for exactly those reasons... we asked to have the number which was active at the time in the property we were moving to

deklan99

Got you now, miss-read that bit sorry.

Sooler

keefyb wrote: »

I now won't be getting connected until JUNE 1ST!!

You hope!

We've been waiting since January.

If you phone TalkTalk they just tell you a load of lies just to end the call.

Wait a few more days, another 24 hours, another 48 hours, 28 days, order has got stuck, need to create a new order, there 2 orders need to cancel both and create a new one, we'll escalate the order blah balah blah.

If you phone go to the cancellation dept as then you get through to someone in Preston or Waterford. Don't bother with the Option dept. as they are in South Africa.

You'll get better help from the TalkTalk staff on the TalkTalk forum site https://www.talktalkmembers.com

jammin_2

Sooler wrote: »

Don't bother with the Option dept. as they are in South Africa.

Preston and Waterford, actually.