I am DESPERATE, Talk Talk chaos. HELP!

gatita

PLEASE would anyone be so kind as to help me sort this problem out. Oh yes. I am classed as a vulnerable person.  I contacted Talk Talk on the 27th April informing them we were moving house on the 5th May.  All was arranged for that date. Unfortunately the move was delayed until the 12th May. We obviously cancelled the first date, and it was confirmed, and rebooked for the 12th May.  This morning, I find we have NO telephone or internet! 
We contacted T.T. asking for an explanation, the nightmare begins.  They admitted SOMEONE had made a mistake as it was IMPOSSIBLE   to change the date.  My husband has been on the phone TRYING to get some sense out of someone to no avail, in all 5  & half hours hanging on!!!!  They tell us it is IMPOSSIBLE to reconnect us....... we are desperate, as all of our transactions for the move, solicitors estate agent etc etc is all online what are we going to do without a broadband connection!  All TT have offered is £20 off our first bill when we move!!  We are NOT interested in their paltry offer, we just want broadband for this week, and then we can choose a new company.  We have been with TT for 10 years, and this is how they treat us, with utter disdain.
Can anyone suggest ANYTHING to help us, and how can I cancel the supposedly "new contract"?  Thank you.


 

littleboo

For the sake of a week, mobile internet is the simplest option

matelodave

As liitleboo say, the only alternative is mobile internet - tether to your mobile phone or get a mifi unit. You might find it useful when you get to your new place.

It's going to be impossible to get you re-instated with TT within a short period of time. There's even a good chance that your line has already been reallocated to someone else, possibly not even a TT customer. The infrastructure does not belong to them but to OpenReach so once the cease process had been initiated it probably wasn't possible to stop it at short notice, especially if OR already had a customer ready to take it over.

You cannot totally blame TT for a situation of your making over which they dont have full control.

gatita

Thank you matedave,  This is part of the TalkTalk conversation: Sorry it is long! but  I just wanted to show you that they ARE responsible in my view.  As Littleboo  suggested I have had to order mobile internet.......... I am exhausted and furious.
Thanks again for replying 

From: TalkTalk <livechat@talktalkplc.com>

Sent: 27 April 2021 13:12

To

 

The following is a record of your online chat.

General Info

Chat start time Tue, 27 Apr 2021 12:25:03 +0100 GMT

Chat end time Tue, 27 Apr 2021 13:12:17 +0100 GMT

Duration (actual chatting time) 00:47:14

Operator Menzi

Chat Transcript

TalkTalk: You are now through to Zandile.

Zandile: Good afternoon Anna  . You are through to the Order Management Department. I hope you are well today. How may I be of assistance?

Zandile: Hope you're well.  Do you still need some help today?

Anna  hello, I had a move and reconnection booked for the 5th and 6th of May respectively, however we are not able to move on the said days so would like to remove the planned order.

Zandile: Cancel the home move order or change the date?

Anna : well we would like to move the date, however we do not have a firm date for the move yet, so can we put it on hold until we know when we are going to move, then rebook it again: As i am a vulnerable person I cannot be without a phone or internet for any length of time

Zandile: I do understand since this is a home move order I will need to connect you to the Better value team to make the arrangements, I fully understand your concerns.

Anna : thank you

Zandile: Please provide me with your post code and confirm if you are the TalkTalk account holder?

Anna Menzies: the post code is 000000 and I am the account holder

Zandile: Just to confirm i'm unable to locate your account with post code provided, Are you sure it your name on the account?

Anna : yes it is my account and I have been with Talktalk for the past 10 years the post code is TQ12  and my account number is 10000

Anna Menzies: the new postcode after the move will be TQ12 

Zandile: Thank you very much for those details.

Zandile: Please provide me with 1st and 3rd characters of your password.

Anna 

Zandile: Great! That matches our records, I have looked into the account and I can see the information, Now I will transfer you to the Home move department.

Anna Menzies: thank you

Zandile: Is there anything else I can assist you with today?

Anna Menzies: no thank you just as long as I can get this move stopped for the time being

Zandile: You will be going through shortly, Please stay connected.

Anna ok

TalkTalk: Please stay online whilst we transfer you to the right team.

TalkTalk: You are now through to Menzi.

Menzi: Good Afternoon, Anna. you are through to Menzi at the Better Value Department.

Menzi:

Please allow me a moment to go through the previous chat.

Anna : good afternoon, ok

Menzi: Thank you so much for your patience.

Menzi: I fully understand your query I will take a look into your account and assist you further.

Menzi: I can see you have went through security questions with the previous agent no need to go through them again.

Menzi: We will not be able to postpone the home move order, as you will not be moving on the given date then the order will need to be cancelled.

Services are meant to be disconnected at your current address on the 05/05/2021, I am unable to stop this on my side so what I will do is raise an escalation over to the back office team so they cancel the disconnection and services remain active at your current address.

Escalations take 24/48 hours for back office to look into if possible they will cancel the disconnection same time if not it may take 5-7 days.

Menzi: What I am able to cancel is the order booked for the new address, which will be cancelled in 24/48 hours.

Menzi: Once you have the new moving dates you can contact us to process a new home move order.

Anna  ok as long as I am not without phone or internet at any time as you can see that I am a vulnerable person and really need to have both those things at all times

Anna  and will they let me know by email that the order is stopped

Menzi: I understand, I will escalate this over to the back office team so they stop services from being disconnected at your current address.

Menzi: TalkTalk offers Accessibility Services to our more vulnerable customers and these cater to those with permanent health issues or were they may be having a problem or illness for a short time.

Menzi: I see you are  for accessibility services.

Menzi: Are you happy for me to go ahead and cancel the home move order and escalate for the services to remain active at your current address?

Anna : oh yes please

Menzi: As we are cancelling a home move order I will need to send you some terms and conditions, some of them may not apply to you however have to send them.

Anna  ok

Menzi: You’ve chosen to cancel your <Fibre 35> services with TalkTalk. The account will be cancelled on <24/48>. You’ll get your next bill as normal and any subsequent bills will confirm any remaining credits or balances owed. You’ll lose your telephone number and the bill will also contain an early termination fee if applicable, which is determined by the remaining length of your contract.

Menzi: There will be no charges for this cancellation. You may receive literature from us which has already been sent, but you can ignore these. We will send you a confirmation letter to confirm your cancellation.

Anna : it is strange to see you are called nearly the same as my name too

Menzi: Yes, I have noticed that

Anna  oh but we dont want to cancel the contract at all just the planned move

Menzi: Yes we are not cancelling the contract, as advised some of these terms and conditions may not apply to you.

You will contact us back once you have the new moving dates.

You can also chat back to us after 5 days to check if the back office team managed to stop services from being disconnected.

Anna Menzies: we want to stay with Talktalk and keep the same number too

Menzi: That is okay, we are not cancelling the account just the home move order.

Anna  wheewww, thank goodness

Anna I will contact you as soon as we have a new moving date then

Menzi: Perfect.

Menzi: To save a copy of the chat transcript for future reference, all you will need to do is click on the "+" button at the bottom left of the chat window.

Is there anything else that I can help you with today?

Anna Menzies: thank you, no that is all I needed to do, this is very stressful, all this moving thing, you are the fourth company I have had to contact regarding the move not happening

Menzi: I could only only imagine what you are going through now, I hope everything goes smoothly and get your moving dates as soon as possible so you can complete everything.

Anna again thank you very much for your help and your colleague as well

Anna M: 😁😁👍👍

Menzi: You are welcome.

Menzi:

Thank you for chatting with us today. Enjoy the rest of the day and take care. Bye!

 bye

TalkTalk: A copy of this conversation will be sent to 

flashg67

Sadly, I fear nothing you do will reinstate the internet until you move. They may well have made a mistake and you may want to pursue compensation/bill credit tfor that, but the immediate short term solution is to use your mobile hotspot or a mi-fi unit and sim, picking a monthly one, not a 12 month contract. Most providers do them. Good luck

james_smitha

flashg67 said:

Sadly, I fear nothing you do will reinstate the internet until you move. They may well have made a mistake and you may want to pursue compensation/bill credit tfor that, but the immediate short term solution is to use your mobile hotspot or a mi-fi unit and sim, picking a monthly one, not a 12 month contract. Most providers do them. Good luck

I have a mi-fi unit here using 3 mobile, far better than ADSL and way way cheaper

matelodave

I cant see why you are getting so het up.  If you mananged to start this thread and add last night's tome to it, you've obviously got acess to the internet, So what is the problem with communicating with your solicitoer et al. using the same method

We managed to sell our old home an purchase this one whilst touring in a caravan,for six weeks using a mobile phone and a Vodafone dongle (and a printer for all the paperwork) and my mate did the same whilst touring in a canal boat for three months so the world wont stop rotating because you dont have a wired connection for a couple of days

The_Fat_Controller

@gatita. If you look at the TalkTalk forums, you will find a few examples of this situation.
Trying to stop a disconnection at the first property of a home move is very difficult at short notice and once completed the ONLY way to get service back is to cancel the whole move and reorder from TT.
As you are still moving, that is not an option for you.
From your post it seems the home move has or is in the process of being cancelled, so you will have to contact TT again once to get internet installed and activated at your new property and that will probably now have to be a new order in the TT system.
If you had wanted to keep your number, be prepared for the shock of having lost it.

brewerdave

Openreach are NOT a flexible operator; once the instruction to cancel the connection has reached their systems, then it is nigh on impossible to stop !
As said earlier in the thread, the line may already have been used for another customer - your only sensible alternative is via mobile internet.

gatita

matelodave said:

I cant see why you are getting so het up.  If you mananged to start this thread and add last night's tome to it, you've obviously got acess to the internet, So what is the problem with communicating with your solicitoer et al. using the same method

We managed to sell our old home an purchase this one whilst touring in a caravan,for six weeks using a mobile phone and a Vodafone dongle (and a printer for all the paperwork) and my mate did the same whilst touring in a canal boat for three months so the world wont stop rotating because you dont have a wired connection for a couple of days

Thanks for being so supportive.....NOT It might be easy for YOU but I am 80 years of age and only know the basics of the workings of the internet. Someone kindly set this up for me just to keep me going. I DO NOT have a mobile phone, and don't want one.  Maybe when you are 80 you will other difficulties, and someone will answer YOU in the manner you have to me.

The_Fat_Controller

@gatita
Have you actually cancelled the home move but not your existing contract ?
Home moves with TT are normally charged at £60 if you carry over your contract to the new property, however if you enter into a new contract (12/18/24 months) that fee will be waived.
What did you agree to when you initially requested the move ?