Account not recognised

[Peedoff2]

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.

[Arne-TalkTalk]

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

[Peedoff2]

New provider is WightFibre

[Arne-TalkTalk]

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

[ferguson]

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

[Peedoff2]

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

[ferguson]

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. 

[ferguson]

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.