Talk Talk have mixed my phone numer up with someone else's

Primula

Has anyone had any problems moving from BT to Talk Talk with them getting your phone number mixed up and if so how did you manage to get it resolved? We’ve moved over from BT to Talk Talk with the live date yesterday (and I so wish I hadn’t bothered now), but it turns out they have given me someone else in the same town’s number who also went live yesterday, and they have given them my number. We’ve both tried to phone Talk Talk and get the situation resolved, which I would imagine would be quite simple, but it doesn’t seem so. I am desperate as my elderly mum who is prone to falls relies on me so much and her helpcall service have my home number as their first port of call so I really need my own number back ASAP. If any Talk Talk Representatives are reading this I would be grateful if you could message me and help me resolve this quickly without causing any more stress than it already is causing. I've already tried phoning & emailing but am not getting anywhere. Thank you all.

Primula

Just a quick update. Spent an hour on phone to Talk Talk attempting to resolve matters. Spoke to 6 different people (foreign call centre), no-one could help, just kept getting passed around and eventually line went dead and I had to phone back again only for same thing to happen. I've cancelled my payments to Talk Talk and moved back to BT. I can't be bothered with all this stress.

Customer Service is just dreadful, it really is.

spike7451

What's probably happened is the BT Wholesale or the BT Openreach have cross-jumpered the lines to the wrong address.Wholesale do the work in the BT Exchange & Openreach do the work from the exchange to the home on behalf of the SP's.
It's an easy mistake to make & to fix,takes less than 5 minutes to do in the exchange E/D sides.The is an E-Side & a D-Side,one side,the E comes from the network,the D connects to the PSP (street cabinet) & then to the house.The E-Side is connected to the D-Side with a length of jumper wire,known as a cross connect.
Below is an E/D side strip.

Primula

Thank you Spike, very interesting, I assumed it was Talk Talk's error, but it is still extremely stressful as I really need my own number, not someone else's!

Heinz

Primula wrote: »

Just a quick update. Spent an hour on phone to Talk Talk attempting to resolve matters. Spoke to 6 different people (foreign call centre), no-one could help, just kept getting passed around and eventually line went dead and I had to phone back again only for same thing to happen. I've cancelled my payments to Talk Talk and moved back to BT. I can't be bothered with all this stress.

Customer Service is just dreadful, it really is.

Whilst I understand why you did that, I have to tell you it's likely to be the start of a long and very annoying battle between you and Talk Talk because TT will insist you have broken your contract (which you have) and you did not give them enough time to resolve the problem.

In any case, I don't think going back to BT is going to get you your number back - it's now in use by another provider (Talk Talk).

DVardysShadow

spike7451 wrote: »

What's probably happened is the BT Wholesale or the BT Openreach have cross-jumpered the lines to the wrong address.Wholesale do the work in the BT Exchange & Openreach do the work from the exchange to the home on behalf of the SP's.
It's an easy mistake to make & to fix,takes less than 5 minutes to do in the exchange E/D sides.The is an E-Side & a D-Side,one side,the E comes from the network,the D connects to the PSP (street cabinet) & then to the house.The E-Side is connected to the D-Side with a length of jumper wire,known as a cross connect.
Below is an E/D side strip.

Thanks. So where does OP get the keys to the exchange to go and rejumper this?

Primula

BT changed the numbers over late yesterday afternoon, so we have our number back thankfully.