topic Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs in Home Phone

No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

qswi014 — Tue, 07 Nov 2023 11:44:48 GMT

This is hard to believe, bear with me I shall call myself TT customer (A).

On 30 Oct 23 I lost dial tone on my copper landline (FTTC Broadland is working at least).

So I dialed my land line number with my mobile and another TT customer (B) answers and says he was moved to Cityfibre by TT on 27 Oct 23 and his phone phone number no longer works. He was very unhappy. So was I as some calls he made appeared on my (A) call logs.

Luckily I have inclusive calls so cost was nil, as a result customer B moved his phone back to his copper line socket which still works with his own number.

TT had actually ported MY landline number (A) to his (B) VOIP (TT Digital Voice) by mistake but left his (B) number which remains on his copper line.

And no, I have not ever requested to be moved to TT full fibre.

All of this I reported to TT Chat on 12:00 on 30 Oct, their only action was to create a booking on Openreach to investigate... Having failed to get any sense out of TT Chat 'support' by 02 Nov 23 I spend many hours trying to open a complaint with you guessed it the same call Centre is South Africa. This resulted in 'Rita' (stage name) saying she would call me today 6 Nov 23 with an update. However the update turned out to be, there is none and she will call again 10 Nov 23.

I also provided TT with customer B's landline and mobile numbers.

All I need is my number put back on my copper landline where is was, this is not a fault that requires investigation as I have done that for TT/OR.

Can someone from TT staff get this message to someone who has some idea how their system and processes actually work and solve issues instead of creating them.

Help Please !

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

Gliwmaeden2 — Mon, 06 Nov 2023 21:29:41 GMT

It sounds not unlike a "crossed wire" fiasco, @qswi014, complicated by the fact that it's been moved to a VOIP service.

You need to be credited with the costs of calls clocked up by customer B too.

It sounds like an account and billing issue, so I'll move this to that section of the forum. From there staff should also be able to organise the retrieval of your phone number!

Thankfully you have not been totally disconnected in error.....!

Staff will reply during the day (Monday to Friday).

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

qswi014 — Mon, 06 Nov 2023 21:45:14 GMT

Please dont move my post, the cross billing is NOT the issue I already explained to TT customer B and he should unplug his phone from the VOIP port and plug back into his copper line as his number is still on his copper line.

Three calls he made were zero charge.

The big issue is I have no means of using my landline and cant make ir recived any calls on the number.

I.e. I have no phone service.

This is why I chose NOSERVICE category.

Please undo your move.

Thank you

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

Gliwmaeden2 — Tue, 07 Nov 2023 14:54:46 GMT

@qswi014, you hadn't explained previously that there was no charge associated with the calls.

[Edit: the OP has now edited the initial post].

This error with the line is sometimes dealt with via the accounts team. I will put it back in the home phone category for that team to follow up.

If it takes several days to sort out you may qualify for compensation:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

qswi014 — Mon, 06 Nov 2023 22:15:53 GMT

My first post was rather long to read but it does contain all the relevent detail including my total loss of phone service for one week so far and no remedial actions by either Talktalk or Openreach who will I suspect bat back to TT.

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

Gliwmaeden2 — Mon, 06 Nov 2023 22:58:28 GMT

I did read it all, but you hadn't made it clear that it did not involve charges for the calls.

Please do not post back further, so as to keep this thread moving forward in the queue to reach staff for attention.

Wait for their response.

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

Chris-TalkTalk — Tue, 07 Nov 2023 12:47:18 GMT

Hi qswi014,

So just to confirm, your FTTC service works fine but your landline number appears to have been given to someone else? Is there currently a dial tone on your landline or is the line dead?

Chris

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

qswi014 — Tue, 07 Nov 2023 13:00:44 GMT

Chris,

Correct no dial tone as per line 2 of my original post.

On 30 Oct 23 I lost dial tone on my copper landline (FTTC Broadland is working at least).

Also correct TT/OR ported my number instead of customer B who was moved to Cityfibre FF on 27 Oct 23.

Customer B was unaware he had access to my number until I called it from my mobile on 30 Oct 23.

So I, need my number back where I can use it on copper.

Cust B, needs his own copper number porting to his TT VOIP.

I gave all the parties number to TT Chat but unsure if they passed them on anyone.

Thanks

ChrisM

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

Chris-TalkTalk — Tue, 07 Nov 2023 14:19:19 GMT

OK thanks. I've checked and it does appear that this has been raised to Openreach for investigation but there hasn't been an update since it was raised. I've sent you a PM to confirm some details so that we can look into this further

Thanks

Chris

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

qswi014 — Sat, 11 Nov 2023 14:30:58 GMT

Chris,

More bizarre information re:

https://community.talktalk.co.uk/t5/Home-Phone/No-Dial-Tone-Talktalk-Port-My-Copper-Line-Number-to-Another/m-p/3000248#M156131

Talktalks error in moving my copper number to customer B's VOIP also allows me to view HIS FF network status rather than my (still working FTTC 80/20 ).

The other customer (B) has contacted TT CEO office and been called about this also but they did not comprehend or make any advance on fixing us both despite several calls to him.

The screwup with our numbers was bad enough, we know what was done, the solution is not rocket science.

I Cust A on (FTTC 80/20) but I see customer B speed test, just another effect of mashing two TT customer accounts.

After 2 weeks broken we are both desperate for TT to undo the mess they initiated.

QSWI014

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

Gliwmaeden2 — Sat, 11 Nov 2023 14:25:40 GMT

@qswi014, this thread was re-escalated yesterday. Please wait for staff to respond after the weekend, to keep this moving forward in the queue for attention.

There are inevitably confidentiality issues at stake when dealing with this sort of issue. Eg, you also have access to the phone numbers detailed as being called by the other customer.

Staff will follow up asap.

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

Chris-TalkTalk — Mon, 13 Nov 2023 12:28:37 GMT

Hi qswi014,

Just to confirm, has anyone been in contact with your since your last post?

Chris

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

qswi014 — Mon, 13 Nov 2023 12:54:48 GMT

No-one has contacted me at all.

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

qswi014 — Mon, 13 Nov 2023 14:24:16 GMT

Chris,

Perhaps I should have added that you first picked up my original post last Tuesday 06 Oct 23 asked me to enter security details on a DM so my issue could be investigated, which I did.

But I never heard from you or anyone else about it again until today. ?

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

Chris-TalkTalk — Mon, 13 Nov 2023 14:33:13 GMT

When I checked the other day it had been raised to Openreach for investigation but it doesn't seem to have gone any further. I'll pass this over to our network team. I'll let you know when I receive an update or they may contact you directly. Apologies for any inconvenience

Chris

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

qswi014 — Mon, 13 Nov 2023 14:37:11 GMT

Chris,

If someone can please contact me I have full details of who and what required to fix this.

Someone who handles number porting requests as TT should be able to sort this as its not a fault as such.

Thanks

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

Chris-TalkTalk — Mon, 13 Nov 2023 14:44:13 GMT

I've escalated it to a network team manager, they'll probably arrange for someone to contact you or if I receive an update from them I'll let you know

Chris

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

qswi014 — Thu, 16 Nov 2023 09:25:07 GMT

Chris,

I have had no response from networks team at all.

Is there a workaround that would enable me to use the TT Digital Voice app so that I can get temporary access to my number until it is eventually moved back to my exchange line. ?

Neither myself or the other customer who has been given my number on TT VOIP can enable the apps use as it says we don't have the right package !

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

Gliwmaeden2 — Thu, 16 Nov 2023 09:47:14 GMT

VOIP can only be added with a new Full Fibre order with Talktalk, @qswi014. That would complicate matters further....!

I'll re-escalate this thread again.

Re: No Dial Tone - Talktalk Port My Copper Line Number to Another Customers VOIP Instead of Theirs

Chris-TalkTalk — Thu, 16 Nov 2023 10:17:00 GMT

Hi qswi014,

I'm sorry this is taking so long to resolve, it's been passed over to our provisioning team as it's a provisioning issue. I'll let you know when I have any more information

Chris