Moving Home with Talk Talk

Ems112

I am in the process of moving home and have to take my Talk Talk package with me as I am only 3 months into a 12 month contract.

I phoned up the Talk Talk home moving number and was told because the person in the house has not cancelled her phone contract with BT and is planning to take her number with her (and obviously she won't cancel her line until the day she moves out which is the day we move in) Talk Talk have told me that it is not possible to use the same line to transfer our services over and that we will need an engineer to visit the property (2 weeks after we have moved in) to put a new line in to the property. It will then take a futher 2 weeks for them to connect us to our phone and broadband services.

I cannot see why we would need a new line if there is technically already a line there which, once our seller has vacated, will be there to be used by us surely?

Has anybody encountered this issue in the past?

If there is a line phyiscally at the property then why does a Talk Talk engineer need to visit to install a new line?

Is this normal in the moving process with Talk Talk or have they been wrongly advising us?

Many thanks in advance

Emma