Big problem - we want to move to orange from talk talk, couldn't, so moved to BT, but .....?

Question

talk talk would not give a code so we could go to orange, so we went to BT as from there we could move in the future. Connection date was yesterday, now no line and when we went to BT they said Talk talk wont process the application to move, We have no debts or unpaid bills, and in limbo as there is no dialing tone and BT said it may take a few days to sort out. I don't know what is going on. Talk talk say they cannot give a code number out as we are a upgrade customer, We never asked to be. Our contract was 18 months and we have been with them for 19 months. My business which is dependant on incoming calls is badly effected, but I have not told BTas my line is just a standard one. Advice please!

Answer 1

Is this a 'code' to transfer the telephone number to the new operator (BT in this case) or to release the telephone line to the new operator?

Contact Talk Talk customer services. State that you had made arrangements to move service to BT on (give date). State that this has not been completed and BT have stated that Talk Talk have not processed the application. State that you have been told that you were an upgrade customer. State that your contract with them has been concluded and you want an exact explanation of what an 'upgrade customer' is. Ask them when you became an upgrade customer. Ask how they introduced this upgrade and what you signed to accept this upgrade.

If they state that you agreed to an upgrade verbally over the phone without signing an agreement state that you want an audio copy of the phone call where you made that agreement. If they can not supply this, state that this is because you never made such an agreement and their claim is invalid.

If they state you signed a document, tell them that you want a physical copy sent to you. Again if they can not supply this, state that you did not make any such agreement and that their claim is invalid.

State that you are formally requesting that they complete the process to transfer to BT immediately. If you are told that this can not be completed ask for the following details:

The full 'head office' address

A contact telephone number for 'head office reception'

The name of the MD/CEO of Talk Talk in the UK

This is all information that they are required by law to give you, if they refuse tell them that they are to send an audio copy of every conversation that you have held with them to you as a request under the Data Protection Act. If the operator tries to tell you that they don't store telephone conversations inform them that you want to speak with a customer services manager, and repeat the process with that person.

You will be telling them that if you do not have your application processed you will be taking formal action against the company.

You will want to send a very detailed letter to the MD/CEO of Talk Talk. You should be able to find a telephone number for Talk Talk's head office quite easily if customer services refuse to give it to you  (if they do refuse, tell the operator that they are breaking the law and that you will be reporting this to the appropriate authorities - make the complaint to Company House as a breach of the requirements under regulations of incorporation.)

Ask for a contact e-mail address for the office of the MD or CEO, head office staff should have no issue with giving you this (and it's quicker than writing a letter).

Detail every aspect of the issue within that e-mail. Times/dates of contact with Talk Talk, and names of customer service people if you have them. State that you are not satisfied and why. Explain that your contract has been concluded, that you have no outstanding debts and that you feel that Talk Talk are now holding you to ransom by not releasing the line to BT for your continued use.

You will probably not be surprised by the fact that customer services in most companies of this size are useless - however, jumping straight to the top is likely to get results. Your response is unlikely to come from the MD/CEO (after all they are likely to be very busy) however, you should expect an answer from the office of the MD/CEO within approximately 14 days.

You may also want to log complaints with government watchdogs and any official body connected with the supply of telephony services.

This technique worked very well for me when Orange UK issued me with a bill for over £700 for services which my contract stated were included within line rental.

Good luck.

Answer 2

I keep hearing about problems suffered by people who use Talk talk. I would try every thing that Hush has mentioned, the only slight problem might be that BT will then put you on a contract.

Surprisingly there is only one company in the UK that demands a signed application form for a phone service and that is out of 360 phone companies.

If you can get a BT line without a contract, could I suggest that you try the company that I use, and I have been using them for over 9 years.

The application form is simple, must be signed and the company says try us for 3 months if after that time you don't like the service they will switch you back FOC, plus they are cheaper than BT.

If you would like more details get back to me by email and I will send more info to you.