Trying to leave TalkTalk

[#1]

I moved house on 9 Sept 19. Just a few hundred yards. I requested keeping my phone number and upgrading from ADSL to Fiber. TalkTalk, after 4 engineer visits, decided to cancel the home move order stating thay couldn't provide a service at my new address.

I'm in my new house, using my telephone with my old number, and according to the last OR engineer I'm on ADSL. I decided that as TalkTalk said they couldn't provide a service I'd move to Plunet, which may have been a mistake.

Since requesting the switch to Plusnet the order has been cancelled twice. TalkTalk say PLusnet are cancelling the order stating I have changed my mind. Plusnet are saying TalkTalk are refusing to hand over the line and number because I have told them I want to say with TalkTalk.

Any ideas, anyone?

[#2]

Thanks for getting in touch @really 

I'm sorry to see the issues you're experiencing with transferring your services to us.

From what I can see the orders we've placed are either being rejected outright in the supplier ordering system, or in the case of the latest failed order, this was rejected due to no associated stop/cease order.

When a provider places a migration order, this order consists of two main orders in the backend supplier systems; an order to provide the service with the gaining provider(Plusnet), and an order to stop the service with the previous provider.

I can see we've replaced the migration order this morning however based on the above failed orders, I'm not confident that this will go through without any issues, so I've emailed the suppliers of our ordering system to investigate further.

If you receive another automated notification your order has been cancelled, I'd like to ask that you'd disregard this. I'm taking this on personally moving forward and I'll update you as soon as I know more which I'd expect to be tomorrow.  

[#3]

Thanks, I'm not confident either! But I'll wait and see what happens. Feels like I'm being held hostage by Talktalk especially when they tell me it's Plusnet cancelling the orders!

[#4]

Thanks for getting back to us @really 

Our suppliers have investigated this and this looks to have been due to a system error on our side. Before we place a migration order if we want to import a telephone number from another network, we have to place a "number import check" which does what it says on the tin and checks the number can be imported.

We'd then use this number import check when placing the order and they're generally only valid for around 24-48 hours so if we leave it any longer before placing the order, it'd run into issues and also the same number import check can't be used more than once so if one order fails we'd need to request a new check.

Our system placed this number import check on the 11th then placed the two migration orders within around 2 hours of each other on the 15th, so both the gap and the duplicate order contributed to the problem.

Moving forward, our suppliers have checked both the order and the new number import check we've manually placed today and they've confirmed that this should go through fine without any further problems.

Apologies for the experience you've had.

[#5]

Thanks for your help. The frustrating thing is it's taken a couple of hours to find out what's gone wrong whereas neither 'customer service' team at Talktalk or Plusnet have been able to help other than say it's the other conpany's fault speak to them.

I'll wait to see what happens in the next couple of day as I'm waiting for TalkTalk to come back to me.

Thanks again

[#6]

Thanks for getting back to me @really 

No problem, it’s certainly an odd issue and on the face of things without some digging I’d likely have initially drawn the same conclusion.

These type of issues generally aren’t something we’d deal with on a day to day basis however I’m happy to pass this as feedback onto the previous advisers who’ve handled this for future reference should they’d get a similar issue again.

Before I left the office I checked your order and while it’s still processing I did notice a cease on the line for the 5th November which is promising in that the order seems to have progressed correctly through the supplier systems. 

We should receive confirmation of the completion date within 48 to 72 hours. It’s normally quicker but as we’re importing a number from another network, a migration order linked to a number port involves more moving parts so to speak. 

[#7]

Hi @really I am happy to confirm that your order has completed. You should be back up and running once you've setup and switched on your new router. Let me know if there are any issues with this.

As a gesture of goodwill for the frustration and inconvenience we caused over the 11 days before the order was placed correctly, I've made you an offer you'd be able to reply to by going Here.

I hope this helps.