Talk Talk refuse to port our number to our new supplier

[Frogmella]

I have moved to Gigaclear. (500mbps for £19 a month). I am out of contract with TalkTalk.

I want to port my home phone number over to Gigaclear but TalkTalk are refusing the request because of an "open order".

There is no open order because I haven't been in contact with TalkTalk since the service first began.

How can I speak to a human and get this resolved?

[Frogmella]

How is this still going on??

I have changed ISP numerous times in the past and have NEVER had any problems until I try to leave Talk Talk ( a company that you CANNOT actually talk to).

Here is what Gigaclear say today:

I apologise for the inconvenience and understand your frustration. As advised previously, TalkTalk rejected our request to port your number due to a postcode mismatch. They still hold the number you wish to port, so we require them to release it to us. We are challenging their rejection, as the postcode was correct; otherwise, the switch order wouldn't have been successful with an incorrect postcode.

We have asked you to reach out to them previously, as this could expedite the process. We contact TalkTalk via a third party through the one-touch switch, and it seems things have been delayed due to the Christmas period. Please note that we are doing all we can to port your number across to our network and have been actively chasing a response.

Please escalate this matter to senior management and explain your actions.

[Frogmella]

I have sent a copy of your response to Gigaclear.

I am stuck in the middle.

I have held the phone number for nearly 39 years. I have never before experienced a problem when changing suppliers.

I don't know which of you is incompetant or whether you are both  just using me for some sport.

Instead of washing your hands of the matter, why not take some positive action to get this sorted out?

[Arne-TalkTalk]

We cant transfer your number to another provider, the process is led by the gaining provider it is down to your new provider.   They also have to submit the ORDI.

[Frogmella]

First you refused to transfer my number to my new provider because you had created a phantom "outstanding order"

Next, you refuse to transfer the number because you don't like my postcode.

NOW you refuse to accept a "Proof of Value" from Gigaclear.

What have I got to do to get this simple transfer of phone number finalised?

[Arne-TalkTalk]

Hi Frogmella

The account with us is cancelled so your new provider has to submit the ORDI request. 

We cant request an ORDI for a Non Customer. 

[Frogmella]

Now we find that TalkTalk are refusing to port the number to Gigaclear because some imagined postcode discrepancy.

I have lived at the same address for 38 years. *removed for security*

Please correct your records and co-operate with Gigaclear to port my telephone number.

Gigaclear have also asked that I request an ORDI REBOT.

I therefore hereby request you do what is required for an ORDI REBOT to finally conclude my dealings with you.

[Arne-TalkTalk]

Hi, Its still being processed

[Frogmella]

Has the matter of the phantom "outstanding order" been resolved? Gigaclear have asked me to let them know so they can resubmit their request to port the number.

[Arne-TalkTalk]

Hi Frogmella

We have found the switch order it looks to be still in progress, so we have requested the network team to progress this to completed ASAP. 

Regards

[ferguson]

I have re-escalated for you. 

[Frogmella]

STILL WAITING.........This is URGENT.

[ferguson]

OK, no worries. Wait for the support team to respond.

[Frogmella]

Sorry, I do not know what the "One-Touch" switch process is. I started this process weeks ago and have thrown-away the original sales literature as I thought the matter was concluded. I rang the Gigaclear purchasing number that said they would handle the transfer of service and that I would need to do nothing.

Now they say TalkTalk are not co-operating. I have had no contact from TalkTalk advising me of any problem.

[ferguson]

@Frogmella 

I have moved this to the Billing section where it can be more appropriately dealt with, it's not an issue with your home phone as such. Did you move to Gigaclear using the One Touch Switch process? The support team here can check what the issue is at the TalkTalk end, it sounds like a stuck order for some reason.