Weird problem with phone after transfer from TalkTalk to Vodafone

ColinD1

Just a quick update: Problem still ongoing. Much frustration. Closure of complaints without agreement. Back with a different complaint handler at TalkTalk CEO office. Explained the problem yet again, having to go back to the start.

My prime concern is with TalkTalk miss directing calls, the financial aspects and compensation for endless aggravation can wait.

TalkTalk community some help, but you need to stand up to those who will not admit anything could go wrong could be a TalkTalk problem.

I now have a message short and succinct. I left on this date. This is why it might have gone wrong. This is what you need to do to resolve the problem.

I am at the end of my tether and if it is not resolved quickly this time, I need an alternative approach rather than losing sleep and hair.

Anyone used Resolver, Communications Ombudsman or CISAS to help resolve a technical problem rather than a financial one?

Just finished a very unsatisfactory call with TalkTalk where they refused to admit that they have any responsibility......i have asked them to keep the complaint open and requested a summary of the conversation we had. they have requested I contact Vodafone to try and fix it from that end. Watch this space. Tried to get me to accept the cancelling of the bill I don't owe on condition I closed the account.

ColinD1

A strange question I know. Having switched my landline provider, my son has been unable to contact us on our landline. Other people can reach us including other mobiles and we have had no problems phoning out.
As well as our son (on ID/THREE) mobile, two people have had problems calling us from TalkTalk and Post Office landlines. In all cases they dial through and hear the phone ringing but our physical phone doesn't. This happens every time over months. Their ends fine when we phone them. I have identified how I think it has happened, but a clincher could be to know the answer to this question. TIA

Jon_01

Who is your landline with?

ivinsp

It could be a split transfer, you might want to raise a fault with your landline provider

ColinD1

I was with TalkTalk now with Vodafone. I believe there was a problem with the TalkTalk management system due to an unusual combination of circumstances, but nothing odd on my part as a customer.
I am unsure of TalkTalk's actual position and I have provided them with proof of my paying Vodafone. TalkTalk will not accept I have moved and continue to charge me and got upset when when I protected my bank account.
Nothing I can do makes any difference, I am afraid I now have no faith in TalkTalk (I never trust anyone who says I wouldn't lie to you, a truthful person doesn't need to say that). I have had at least three complaints closed down with no resolution. I have logged the problem with Ofcom, as I am supposed to do with a number porting problem, so I have a reference I can give to Vodafone when they get back to me. I believe TalkTalk have released the number so Vodafone will hopefully be able to sort this out.
I have requested a record of all my communications with TalkTalk as they refuse to admit any liability and had the audacity to make the "generous offer" of forgiving the debt I owe them on condition I close the complaint. I am afraid I do not give way to bullies. The have refused to let me talk to a person who actually understand technical issues and their standard response seems to be our management system says you are on our system, whatever evidence you have doesn't count. I hope this isn't happening to other people, but I suspect there are many who suffer with their complaints procedures. I have decided that when you have an headache from banging your head against a brick wall you have to stop.

Neil49

It might have been better if you had continued this question on your other post covering basically the same issue within the Phones section on April 1st. 

ColinD1

I actually wanted the specific question answered as I am attempting to arrange with Vodafone to sort the routing part of the problem. If I found out that Three used a different route into the landline network than EE and that method was TalkTalk, then it would illuminate where the problem was.  I have found it very hard to describe the problem in a way that can be understood.
ivinsp said:

It could be a split transfer, you might want to raise a fault with your landline provider

I only repeated the detail as thanks. Nobody had used the term before and it is a perfect description and hopefully understood by the Vodafone engineer who will contact me shortly.

Colin : The problem could be a "split transfer" I believe TalkTalk have released the number. Ofcom Ref xxxxxxxx. Seizing the number again may resolve the problem.

ColinD1

TalkTalk have apologised and should be rectifying billing.
Vodafone are hopefully getting somewhere with the routing problem. 
Not getting too excited. Is that light at the end of the tunnel or is it a train coming the other way?

ColinD1

I decided to go the CISAS route.
TalkTalk have apologised and should be rectifying billing.
Vodafone are hopefully getting somewhere with the routing problem. 
Not getting too excited. Is that light at the end of the tunnel or is it a train coming the other way?

ColinD1

It was a train coming the other way.
Be very careful. TalkTalk know the loop holes in the CISAS procedures.
If you ask for a remedy that CISAS cannot ask for TalkTalk will agree to it with no intention of doing it. When you complain that they have not done what they promised, CISAS will say they won't do anything as they could not have asked for it. My only suggestion is an for a lot of money if you want anything done.
Their judgement cannot be questioned and their complaints procedure is hard to find.
If you look them up on TrustPilot you might decide to save your time.

Vodafone have given up. I have discovered that moving from one provider to another is actually very complicated https://www.syntec.co.uk/blog/porting-reality-the-real-deal-behind-uk-telephone-number-portability/