House move

[Niamhmac98]

I’m moving house on Saturday and for the life of me I cannot get through to talk to anyone, I have phoned several times and not managed to speak to someone. I have tried the online form and it doesn’t work and I’ve also been having a text conversation which has taken all day and not gone anywhere. I need my fibre moved on Saturday otherwise I’m going to need to cancel! Can someone help me 

[Niamhmac98]

They didn’t charge me a home move fee so i presume this is why. I wasn’t told by TalkTalk that they couldn’t add it back on all I was told was that I needed to wait for BT to send me an activation code! 
I’ll get a new subscription sorted with now tv 

[Karl-TalkTalk]

Hi

The NOW TV options were withdrawn at the beginning of December. Existing customers are to be notified that these are being withdrawn and to look at options directly with NOW TV.  If the option is removed , a change of contract, account or through a home move, the NOW TV options cannot be re-added.  Our contract with NOW TV has ended and we no longer have the ability to add a NOW TV option to any account.

Thanks  

Karl. 

[Gliwmaeden2]

Check when this current contract expires, @Niamhmac98. look at recent bills in My Account. 

If they didn't charge a Home Move fee, and you say they put you on a new broadband package (due to change of location etc) it has to be a new contract. 

When did you move?

[Niamhmac98]

But I’ve had them on my account since October it’s not a new contract? Also should we not be told this is happening? 
I still have the boost on my nowtv will that be removed aswell? 

[Karl-TalkTalk]

Hi

TalkTalk have withdrawn the NOW TV options and these cannot be added on to a new account or contract.  You can take a NOW TV subscription directly with NOW TV.

Karl.

[Niamhmac98]

I’ve added my account number now. Talktalk told me my now tv subscriptions are not on there because I need to wait for an activation code from BT openreach? I didn’t think that sounded correct but I could be wrong

[fr8ys]

@Niamhmac98 

 Please update your profile to include your new account number as requested. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

Please post back when done.
Thank you

[Niamhmac98]

I know they put me on a different broadband package just due to location etc. but I didn’t agree to anything else to be changed or anything new. I wasn’t charged the moving fee and they applied credit to my bills as I’ve had so much trouble with TalkTalk since I joined. 
I’ve been on the phone and they said they will look into it and get back to me as they can’t pinpoint the issue

[Gliwmaeden2]

@Niamhmac98, did you pay for the move [£60.00] or did you agree to a new contract to waive the fee?

If the latter, it may not be exactly like for like.

I'd check the details in My Account, any contract information you were sent, and ring 03451 720088 to check again. 

Chat should also be available. 

Staff are back on here tomorrow, but not Wednesday. 

[Arne-TalkTalk]

Can you add your new account number to your community profile.

[Niamhmac98]

I have my internet on but now I suddenly don’t have my tv package etc? I had now tv with the cinema add on and now only have boost? Could this have been cancelled by accident during the move? 

[Arne-TalkTalk]

Im not sure Openreach will be working on the 26th, so I would go with the 30th

[Niamhmac98]

I finally managed to get through but was passed around for ages, talktalk gave me the date of going live as the 26th but I received a text from open reach last week that said it would be the 30th, what one do I go by? 

[Arne-TalkTalk]

Did you get through?

[ferguson]

Fair enough, but you have only posted here today. I am not familiar with any specific arrangements for City Fibre I'm afraid. The support team here will do what they can to guide you when they are back online tomorrow, it will help them if you make sure that your personal details including TalkTalk account number are complete on your community profile (click here).

[Niamhmac98]

What is FTTC? There is already fibre cables installed by BT as it is a new build

[Gliwmaeden2]

If it's not a straightforward FTTC service but involving Full Fibre to the premises, @Niamhmac98, it's bound to take longer.

Even with FTTC, Talktalk doesn't necessarily supply absolutely everywhere. Much more complex getting set up for FTTP, and a wider range of infrastructure engineers. It will take more time.

[Niamhmac98]

I think you misunderstood I don’t expect them to sort it within 3 days I’ve just been needing it booked for Saturday but it’s more of the fact I’ve been trying for over a week knowing the notice you need to give to actually speak to someone and nothing has been done and I’ve now been told TalkTalk can’t even deal with it I need to go through cityfibre. 

[ferguson]

There is no way you can expect TalkTalk, or anyone else for that matter, to get a service up and running at a new address with 3 days notice. Which number have you been trying? The correct one is 0345 172 0088. They will be closed now anyway, open again from 9:00am tomorrow.

[Niamhmac98]

I have tried doing it through the link, it doesn’t work and the number it gives to phone and do it doesn’t work either it says it’s no longer in use. I’ve tried everything for days now 😞