TalkTalk - What a ridiculous situation!

LadyDee

Very brief background. Moving house to a property (one of two) on a brand new piece of land. The two addresses are in the Royal Mail online address finder and registered with the Council.

New neighbour to be currently with BT - phoned them up to have a line installed in her property - no problem, appointment made. I'm with TT - phoned them up - can't be done as the address doesn't appear in their database.

I have been going backward & forward between the online forum and the customer services for days now and the upshot of it is that I have to go with another provider. I have contacted both Primus and Plusnet.

Can anybody spot the absurdity here?
BT instructs OpenReach to instal new line - OK
Plusnet & Primus have confirmed they can instruct Openreach to instal the line.
TT cannot instruct OpenReach to instal a line.

All these companies use OpenReach - 3 out of 4 don't have a problem. I was even told by TT customer services to contact BT and tell them to update their database so TT could 'see' the property!

I should mention that I've been with TT close on 3 years and have never had a problem with TT - mainly because any little blips have been dealt with by the forum staff. I don't want to leave TT - I just want a bloomin' line!:mad:

bendipa

LadyDee wrote: »

Very brief background. Moving house to a property (one of two) on a brand new piece of land. The two addresses are in the Royal Mail online address finder and registered with the Council.

New neighbour to be currently with BT - phoned them up to have a line installed in her property - no problem, appointment made. I'm with TT - phoned them up - can't be done as the address doesn't appear in their database.

I have been going backward & forward between the online forum and the customer services for days now and the upshot of it is that I have to go with another provider. I have contacted both Primus and Plusnet.

Can anybody spot the absurdity here?
BT instructs OpenReach to instal new line - OK
Plusnet & Primus have confirmed they can instruct Openreach to instal the line.
TT cannot instruct OpenReach to instal a line.

All these companies use OpenReach - 3 out of 4 don't have a problem. I was even told by TT customer services to contact BT and tell them to update their database so TT could 'see' the property!

I should mention that I've been with TT close on 3 years and have never had a problem with TT - mainly because any little blips have been dealt with by the forum staff. I don't want to leave TT - I just want a bloomin' line!:mad:

Whatever happens don't arrange for Primus to install your line. People have had lots of trouble there recently when they tried to get that done. I rent my line through Primus (£7.99 pcm) but my line was already installed. so I only had to switch to them from BT. PlusNet are pretty good. I've been with their broadband for a couple of years and not had any real problems. People say they are ok for line installation ts well.

I don't know anything about TT other than their customer service was once bad enough that they ended up on BBC Watchdog after many complaints, but that was a few years ago That's enough to warn me off them.

LadyDee

bendipa wrote: »

Whatever happens don't arrange for Primus to install your line. People have had lots of trouble there recently when they tried to get that done. I rent my line through Primus (£7.99 pcm) but my line was already installed. so I only had to switch to them from BT. PlusNet are pretty good. I've been with their broadband for a couple of years and not had any real problems. People say they are ok for line installation ts well.

I don't know anything about TT other than their customer service was once bad enough that they ended up on BBC Watchdog after many complaints, but that was a few years ago That's enough to warn me off them.

Thanks for your advice re Primus - I'll certainly bear that in mind.

macman

Since all ISP's are ultimately dependent on the same BT OR database, it should (in theory) make no difference. If OR don't recognise the address, there will be a problem.

UncleZen

Maybe its the postcode they cant find in their DB, I understand that there are 2 main postcode DBs available that computer systems use to lookup postcodes, some postcodes dont exist in one that exist in the other and vice versa. I know this from a project I once worked on.

LadyDee

UncleZen wrote: »

Maybe its the postcode they cant find in their DB, I understand that there are 2 main postcode DBs available that computer systems use to lookup postcodes, some postcodes dont exist in one that exist in the other and vice versa. I know this from a project I once worked on.

The thing is they can find the postcode. They can find all the house numbers except mine.

TalkTalk

HI ladyDee,

I understand your issue is currently being handled by the OCE on the TalkTalk Members Forum who will advise you further on this matter in terms of the TalkTalk New Line Install.


Regards

Mark

LadyDee

TalkTalk_Company_Representative wrote: »

HI ladyDee,

I understand your issue is currently being handled by the OCE on the TalkTalk Members Forum who will advise you further on this matter in terms of the TalkTalk New Line Install.


Regards

Mark

Hi Mark - I was hoping that Emma would have been able to sort it out but unfortunately she couldn't so I'm having to change providers - reluctantly!

TalkTalk

Hi LadyDee,


I have spoken to Emma and understand the issue relates to us not being able to identify the new plot number for the new address. This prevents an order for the new line being placed, until such a time that the address is showing on all the relevant systems. I understand this is a newly created address so can take a little time to filter through all relevant databases.

Regards

Mark