topic Re: Account not recognised in Billing

Account not recognised

Peedoff2 — Sun, 29 Sep 2024 17:21:05 GMT

I'm trying to change providers and my chosen provider does not recognise my account number or phone number. Any idea why? I was previously with Shell broadband and was migrated over through no choice of my own.

Re: Account not recognised

ferguson — Sun, 29 Sep 2024 17:35:06 GMT

I have moved this to the Billing section for you where account related issues are also dealt with. Have you managed to set up your new TalkTalk account? Otherwise, I suspect you may need to cancel and order a new service with your chosen provider. The support team will advise further when they are back online from tomorrow.

Re: Account not recognised

Peedoff2 — Sun, 29 Sep 2024 17:44:07 GMT

I have set up my Talktalk account, but that was a problem as well.

Re: Account not recognised

ferguson — Sun, 29 Sep 2024 18:11:24 GMT

OK, let's see what the support team have to say when they pick this up.

Re: Account not recognised

Arne-TalkTalk — Mon, 30 Sep 2024 08:38:33 GMT

Hi Peedoff2

Who is the new provider?

There may not be a porting agreement between us and them, However if it is a company that uses Openreach there should not be any problems, we cant reject transfer request as per the defined Ofcom process.

Regards

Re: Account not recognised

Peedoff2 — Mon, 30 Sep 2024 09:03:13 GMT

New provider is WightFibre

Re: Account not recognised

Arne-TalkTalk — Mon, 30 Sep 2024 13:46:08 GMT

Ive never heard of them, they may use what's called an "AltNet" so they will have to give you a new number to progress their order