Home move - must call?

[SpartacusAmI]

Hi community!

Tried to put through a home move online through the dashboard, but it has asked me to call support.

Just to satisfy my own curiosity before I can call them tomorrow, is this likely due to a problem (i.e. no phone line/number at new address, or no ability to provide service at the new address)? Or just the online service being funky?

When I took this contract out some 15 months ago, I informed TT of the likelyhood of moving home to a different area and was basically told "We can provide internet anywhere". If they cannot provide service, am I still liable for the rest of my contract (some 9 months)?

Thanks

[siphosethu-TT]

Thank you @Gliwmaeden2 for the help, appreciate you. @stcyrc01 as soon as you start your own thread will be able to assist you right away. Thanks

[Gliwmaeden2]

@Mandisa-TT, it is actually @SpartacusAmI's topic. 

I'll just add @stcyrc01 to this reply. 

@stcyrc01 see above re starting your own thread. 

[Mandisa-TT]

@SpartacusAmI To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button. I have removed your person information, please refrain from posting personal content on a public forum. 

[stcyrc01]

Hello, I have had a home move from XXXX and waited 2 weeks for the date, which is today! Your Engineer arrive and connected my broadband, which is still not working but I am told, this should all be connected by the end of the day.

My phone line is not fully connected as my home number XXX is not connected. I have been given a new number,XXX which I don't want, I want to stay with my old number. When confirming the home move, I was asked if I would like a new number and I said no, I would like to take the old number. This was not done! I am  told, that this will take another two days. Is there anything you can do to connect my old number sooner? I also work from home and need to get connected on my home phone.

My account no. is XXX.

Please can someone help to  get ,my old number back on my line?

Thank you in advance.

Christine

[nambuso-TT]

Hi there @SpartacusAmI I am very sorry to hear this and for the recent experiencing you've had with TalkTalk.

@Gliwmaeden2 Thank you very much for the support.

[Gliwmaeden2 · Accepted solution]

Good that you have managed to find a company that can buy out the difference, @SpartacusAmI.

Yes, Talktalk TV is always, rather confusingly, mentioned in package descriptions regardless of whether you want it. However it comes with an extra charge that would always show up separately on the bill if you actually want to use it. The charge covers rent of the TV Hub @ £5.00 monthly. 

So if you didn't order the facility it's still listed but @ £0.00. All very confusing to the consumer. 

[SpartacusAmI]

Hi mandisa,

I was advised on the phone that moving to a new contract was mandatory, I could not just pay the £60 and move my current Fibre-65 package as the new property is not in an area where those speeds are achievable. Laughably, I was offered the "TalkTalk TV" feature, which I pointed out may not work correctly on a minimum guaranteed speed of 14Mbps... Re-contract (and possibly get a fibre alt-net to buy me out of my contract), or pay the cancellation fees of close to £100 out of pocket.

Whilst mention was made of "service upgrades" there was no timeline of when fibre would be available (or even just upgraded FTTC service that could supply Fibre-65 speeds!). 😞

So unfortunately I've had to take out another 12 month contract, a little bit of an outlay, but there is a local fibre altnet who will buy me out of my contract. A little disappointed in TalkTalks flexibility here, especially given what was discussed when my contract was taken out in 2024.

Curiously, TalkTalk TV and mention of getting a Youview box is in my home move summary. I did not want TV, nor request it, and although it appeared in my contract summary it was at £0 and the phone advisor advised me to ignore it... Is this just a standard feature of this contract?

Cheers,

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 

Hi there @SpartacusAmI Please contact the home movers team on 03451720088, they will advise you further on options available to you. However we do not offer 12 month deals.
 

[Gliwmaeden2]

Check out the "deals for existing customers" page on the main Talktalk website, @SpartacusAmI, and scroll down to the smallprint where they list all the current products, prices, and contract length. 

You're unlikely to find a 12 month deal there, but I was given one by an agent while discussing my options last time [in 2024].

These things can't be sorted out via forum staff. 

[SpartacusAmI]

Hi Gliwmaeden2,

I just can't add up, ignore my horrendous maths 😂 It was a 24 month contract, April 24 to April 26, rescued from the jaws of another ISP as Talktalk couldn't match their offer until I actually went ahead with a switch and the retentions team got in touch. I made clear that I would likely be moving house during the contract, hence the comment from TT, and that was a deciding factor in choosing TalkTalk (as the other ISP was only a 12 month contract from memory).

Do TT still do 12 month contracts?

As for the "getting me to sign up", yep! I've been a TT customer for a while, a year out here and there for Plusnet when the deals weren't available and I've had no issues at all with the service except when Openreach broke something inside a cabinet - I will stay if I can, but 30mbps is simply too low for 2 adults doing modern stuff, streaming, gaming, etc.

Cheers 🙂

[Gliwmaeden2]

There have been recent incidents of the online service not functioning, so don't read anything into the request to call, @SpartacusAmI.

You either pay £60 to move and keep your current contract, or that gets waived IF you take out a new contract. 

The latter's usually preferable, and it helps to negotiate a new deal particularly if you can't get like for like at the new place.

Talktalk might be almost everywhere but they don't have Full Fibre options everywhere; even FTTC to the cabinet is not available everywhere, so some of us are still on the old ADSL copper only.

Prices don't always reflect relative speeds available / faster or slower packages; you will also be at the mercy of the expected speed for your line and minimum guaranteed speeds.

In the past, when people can't get a Talktalk service in their new place while still on their old contract, I've seen cases of "tough luck". Not much sympathy for this situation when it comes to the crunch.

The early termination fees do seem to apply if you leave early simply because you can't get a new Talktalk service; if you knew you couldn't stay for the full contract, I'd have been wary of their assurances that it could be provided "anywhere". They were keen to get you to sign up!

Not clear how long your contract was for, as they are usually 18 or 24 months [though I recently had one for just 12] as your 13 months plus 7 more to go don't add up to the norm!