Moving house and TalkTalk

CWSmith

We're moving in just over a week and (having never moved before) I haven't a clue what happens with broadband.

I did phone (TalkTalk) and frankly, I couldn't understand a word the lady on the phone was saying. After asking her to repeat every sentence and still only picking up one word in ten, I gave up.

I've tried their online house move form, but get this message:

One or more orders are currently pending on this account. Unfortunately we cannot process your home move order during this time (via online or our call centre). Please try again later.

I've no idea what is 'pending' on the account - nothing has changed.

Could someone please just tell me what is the normal procedure for dealing with your broadband when moving house?

Thanks.

JJ_Egan

Can you get TT at your new house .
How long is your current contract with TT and have they given you a figure to break this contract .

CWSmith

I presume I can get TT at the new house. It has a BT line and I have been given a new BT phone number.

No idea how long my contract is - it has been running since TT took over Pipex. I have looked at my TT online details but can't find that information.

What I did receive was a standard letter from TT saying that they had received information that I was ending the contract - just because I had contacted BT to tell them I was moving and to get a new phone number. It was this letter that prompted me to contact TT in the first place. Not that it helped much.

On the TT website, it says:
Moving House .........................Quick, easy and hassle free. No it's not.

Apparently all I need is the moving date and my new post code, which I have.

iniltous

Is your line rental and broadband with TT, or line rental with BT and BB only with TT ?.
If you have been given ' a new BT number ' is this because you called BT about service at your new address ?
As far as being told on line that some orders are already pending, it may be that although you couldn't understand the TT customer service rep, perhaps they raised orders for you anyway.
I've seen posts on line saying the on line TT reps are good at sorting out things like this, you may have to register , then post a question on TT's own forum, I think you register using your TT account number
If you had line rental with BT and separate BB with TT, by advising BT of your intention to quit at your 'old' address would automatically alert your broadband provider to cease the broadband as you cannot have BB without an active line rental account with someone, and may explain the pending orders when you check your TT account on line

MataNui

I think the comments on the TT website relate to people on TT LLU moving house. From what i understand you were with BT for phone but had a non LLU BB only with TT. When you gave notice to BT they (or rather openreach) would have notified TT as they have to disconnect your BB.

You have done things the wrong way round. Openreach will probably now raise a PSTN cease charge to TT (think its £50) which you will have to pay.

CWSmith

Ok .... that all makes sense, and yes, I do just have TT broadband, but BT phone line.

It didn't cross my mind that there was a correct order to do this in! Getting a new phone number and organising broadband were just 2 items on my to do list. BT didn't say anything to alert me, though probably it isn't their job. They just told me to contact my broadband provider with my new phone number and another number, forget what it was called.

So what do you advise I do now? Should I try to phone again, or wait until I have actually moved?