2 weeks loss of broadband by switching

matchplayer

Who should you complain too when things go wrong? TalkTalk are adamant they switched off my service correctly at the right time 12th Sep. Bt said that they have switched my phone line correctly but left an order on my broadband which meant they can do nothing until the 22nd (Fri) so wont connect me until Mon 25th. I spent an hour on live chat with TalkTalk today to see if they could remove the order, they cant do anything as I am no longer their customer, they did look but say they did everything correctly, BT say otherwise.

mr_mf

Switching between TalkTalk and other providers such as BT is always going to be risky. TalkTalk have their own infrastructure whereas most other providers (PlusNet etc) just re-sell BT wholesale products. When you switched from TalkTalk Openreach will have physically disconnected you from the TalkTalk equipment in the exchange and connected you to BT equipment. Normally the phone line get's moved first, and then the broadband order gets hung off the BT line once it gets updated in the database. If the orders don't get put in properly things like this happen.

I think it's just a feature of how the migration works and I don't think you will get anywhere complaining now. For future reference I would be very cautious with migrating between LLU and non-LLU based suppliers - it's not unheard of things like numbers being lost of part of the process.

[Deleted User]

If you believe any meaningful "compensation" will be forthcoming from either provider for two weeks without broadband, then you should guess again.

matchplayer

no I did not think any meaningful compo would be due, just anything to know it was at least dealt with. I think "which" are trying to get it ramped up so it does hurt if happening a lot!