topic Re: House move in Broadband

House move

Niamhmac98 — Wed, 11 Dec 2024 18:41:49 GMT

I’m moving house on Saturday and for the life of me I cannot get through to talk to anyone, I have phoned several times and not managed to speak to someone. I have tried the online form and it doesn’t work and I’ve also been having a text conversation which has taken all day and not gone anywhere. I need my fibre moved on Saturday otherwise I’m going to need to cancel! Can someone help me

Re: House move

fr8ys — Wed, 11 Dec 2024 18:50:05 GMT

Not on here unfortunately.

You need to give a minimum of 14 days notice for a swap.

You'd be best phoning now.

Details can be found here including the phone number.

https://community.talktalk.co.uk/t5/Articles/Home-move/ta-p/2205259

Re: House move

Niamhmac98 — Wed, 11 Dec 2024 18:56:59 GMT

I have tried doing it through the link, it doesn’t work and the number it gives to phone and do it doesn’t work either it says it’s no longer in use. I’ve tried everything for days now 😞

Re: House move

ferguson — Wed, 11 Dec 2024 19:14:31 GMT

There is no way you can expect TalkTalk, or anyone else for that matter, to get a service up and running at a new address with 3 days notice. Which number have you been trying? The correct one is 0345 172 0088. They will be closed now anyway, open again from 9:00am tomorrow.

Re: House move

Niamhmac98 — Wed, 11 Dec 2024 20:12:25 GMT

I think you misunderstood I don’t expect them to sort it within 3 days I’ve just been needing it booked for Saturday but it’s more of the fact I’ve been trying for over a week knowing the notice you need to give to actually speak to someone and nothing has been done and I’ve now been told TalkTalk can’t even deal with it I need to go through cityfibre.

Re: House move

Gliwmaeden2 — Wed, 11 Dec 2024 20:23:43 GMT

If it's not a straightforward FTTC service but involving Full Fibre to the premises, @Niamhmac98, it's bound to take longer.

Even with FTTC, Talktalk doesn't necessarily supply absolutely everywhere. Much more complex getting set up for FTTP, and a wider range of infrastructure engineers. It will take more time.

Re: House move

Niamhmac98 — Wed, 11 Dec 2024 20:29:19 GMT

What is FTTC? There is already fibre cables installed by BT as it is a new build

Re: House move

ferguson — Wed, 11 Dec 2024 20:30:33 GMT

Fair enough, but you have only posted here today. I am not familiar with any specific arrangements for City Fibre I'm afraid. The support team here will do what they can to guide you when they are back online tomorrow, it will help them if you make sure that your personal details including TalkTalk account number are complete on your community profile (click here).

Re: House move

Arne-TalkTalk — Mon, 23 Dec 2024 10:53:27 GMT

Did you get through?

Re: House move

Niamhmac98 — Mon, 23 Dec 2024 21:24:13 GMT

I finally managed to get through but was passed around for ages, talktalk gave me the date of going live as the 26th but I received a text from open reach last week that said it would be the 30th, what one do I go by?

Re: House move

Arne-TalkTalk — Tue, 24 Dec 2024 09:45:13 GMT

Im not sure Openreach will be working on the 26th, so I would go with the 30th

Re: House move

Niamhmac98 — Mon, 30 Dec 2024 14:53:27 GMT

I have my internet on but now I suddenly don’t have my tv package etc? I had now tv with the cinema add on and now only have boost? Could this have been cancelled by accident during the move?

Re: House move

Arne-TalkTalk — Mon, 30 Dec 2024 15:27:19 GMT

Can you add your new account number to your community profile.

Re: House move

Gliwmaeden2 — Mon, 30 Dec 2024 15:28:41 GMT

@Niamhmac98, did you pay for the move [£60.00] or did you agree to a new contract to waive the fee?

If the latter, it may not be exactly like for like.

I'd check the details in My Account, any contract information you were sent, and ring 03451 720088 to check again.

Chat should also be available.

Staff are back on here tomorrow, but not Wednesday.

Re: House move

Niamhmac98 — Mon, 30 Dec 2024 15:49:31 GMT

I know they put me on a different broadband package just due to location etc. but I didn’t agree to anything else to be changed or anything new. I wasn’t charged the moving fee and they applied credit to my bills as I’ve had so much trouble with TalkTalk since I joined.
I’ve been on the phone and they said they will look into it and get back to me as they can’t pinpoint the issue

Re: House move

fr8ys — Mon, 30 Dec 2024 15:56:00 GMT

@Niamhmac98

Please update your profile to include your new account number as requested. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

Please post back when done.
Thank you

Re: House move

Niamhmac98 — Tue, 31 Dec 2024 14:07:20 GMT

I’ve added my account number now. Talktalk told me my now tv subscriptions are not on there because I need to wait for an activation code from BT openreach? I didn’t think that sounded correct but I could be wrong

Re: House move

Karl-TalkTalk — Thu, 02 Jan 2025 06:16:46 GMT

TalkTalk have withdrawn the NOW TV options and these cannot be added on to a new account or contract. You can take a NOW TV subscription directly with NOW TV.

Karl.

Re: House move

Niamhmac98 — Thu, 02 Jan 2025 09:44:57 GMT

But I’ve had them on my account since October it’s not a new contract? Also should we not be told this is happening?
I still have the boost on my nowtv will that be removed aswell?

Re: House move

Gliwmaeden2 — Thu, 02 Jan 2025 09:51:06 GMT

Check when this current contract expires, @Niamhmac98. look at recent bills in My Account.

If they didn't charge a Home Move fee, and you say they put you on a new broadband package (due to change of location etc) it has to be a new contract.

When did you move?