Change of address

[Stinkyduck1]

My 83 year old mother has recently changed address and wanted to move her telephone number with her.  She is being billed for her account and the bill is coming to her new address but her old number is not registered to this address. She has a totally new number, which we did not want, annd she is still being billed under that number for telephone and broadband. We have briadband at the new address but as I say the telephone number is wrong. She has had two engineers from Talktalk come out on seperate occasions . The second engineer just looked at what had been done then left having done nothing. She has tried on numerous occasions to cancel her account with TalkTalk but has been left on the telephone talking to a robot or being past from one guy to the next with no outcome. Eventually having to end the conversation due to not being able to commit to an 8 hour sit and go through everything a dozen times or more until she don’t know what is going on. All she wanted to do was change address and take her telephone number with her and so far it proves to be impossible. We can’t speak to anyone ! Please if you can help it would be brilliant as we fear we are being billed twice.

[Gliwmaeden2]

Please do not post something such as this on another customer's thread, @Ruthy33.

You need to return to the message board and click on start a topic to begin your own thread.

Staff will only respond to the original poster in a support thread.

[Ruthy33]

I am having a similar issue. I told them I was moving and gave them the date and my new address. They told me they had cancelled my account but I now find out they have activated it unbeknown to me and keep billing me. I have tried to sort it but they say until the person who has moved into my house cancels it there is nothing I can do. They are with Plusnet but they haven't taken over the line yet as they are having problems with that provider, hence why Talk Talk think I am still there. It's ridiculous as I haven't lived in the  house since the 11th August but they are still trying to charge me.

In the end I managed to get on the Whatsapp chat (07488865886) and one of them escalated it as a complaint so I am waiting to hear. I also cancelled my direct debit so I am sure they will be in touch when they don't receive the payment.

[sabelo-TT]

@Stinkyduck1, we will have to further investigate this matter on our end, and we will get back to you with feedback. 🙂 

[Gliwmaeden2]

@Stinkyduck1, this is the link to the services provided by the home move team that Fr8ys has mentioned:

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

However, if you move out of area, it's usually not possible to keep the phone number - having the same area code is vital, so the whole number could change if she moved further away. In that situation the Home Move order can't usually be done online and you have to speak to agents on Chat or by phoning to fix it up.

Still the Home Move team though. Whom did you / she speak to?

With a change of phone number, there's a change of account number, so the old account should have been closed down as part of the process.

How much notice was given of the move and how long has this gone on for since moving?

Normally the Home Move team charges £60 to move or it gets waived if you take out a new contract. Presumably the new home is on a new contract but the old address hasn't been cancelled. 

Staff will need a lot more information from you when they pick this up next week  

[ferguson]

It is rarely possible to take a landline number with you when you move home. If you can complete your personal details including TalkTalk phone number or account number on your community profile (click here) and then add your mother's full name, address and her number in the Private notes section then the support team can have a look. Bear in mind that they won't be back online now until Monday.

[fr8ys]

Staff are not back until Monday now but you can still phone tomorrow or use chat over the weekend.

If you would like this looked into here you are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.

Also in the private notes field please state the phone number you wish to retain and transferred.

Did your mother go through the home move process to get this transferred and was a specific request to retain the old number made? This is important to do as without a specific request a new number is allocated.

Please don't post any private details on the open forum but use the private notes field for this.

Do you have power of attorney are you registered with TalkTalk to act on her behalf, as there may be GDPR  issues if not.

Have you registered on the forum using her credentials? If not it may be best for her to do so as the account holder. 

If you do so, please post back here that you have done so, so responses are not duplicated.

Please post back when done.
Thank you