While it can go wrong, it is not meant to cause problems with the broadband when changing the number if its for a genuine abuse issue.
Let me explain the background to this by reproducing below an email sent to TalkTak yesterday. It falls outside being "a genuine abuse issue" but more of an administrative failure by one or more parties, but it is causing genuine distress. Feel free to add any comments you may have but my thoughts are to have the existing numbers transfered permanently to the correct number and to have new numbers issued to the two lines in question.
To avoid any possible confusion we are dealing with TalkTalk Business. Our still live former broadband service, also with TTB, remains live but was on a BT reseller's line which could not be transferred over to TTB because we are only half way through a long contract period. It was stated by TTB that to have their FTTC service the line had to be with them.
Now in, and up and running, we now find that the availabilty of FTTC isn't available to us anyway because OR are in dispute with the local council over the siting of the new cabinet and therefore pushed back a year or more. Something we were not aware of when the order was placed. [Midhurst Cabinet P11].
For obvious reasons, some private data has been blanked out.
I spoke at length with Samantha in the provisioning team having been transferred by customer services. I wanted to speak with a manger in your organisation about a recent installation of a broadband service using a new telephone line provided by TalkTalk because eventually we wished to upgrade to FTTC when available. My file shows that your order number for the installation was ****** with the work being carried out at Midhurst Engineering situated at Rumbolds Hill in Midhurst using the telephone number 01730 ******.
The physical installation was to our complete satisfaction and indeed the improved broadband speeds was welcomed, and of course the service is at a lower cost than previously paid, but beyond that it has been an utter disaster with the administration side of your organisation. This is not helped by your requirement to set out my concerns in writing and the indicative time scale for a resolution to a serious complaint which in the meantime has had, and will continue to have, very serious consequences for the business of the Company resulting in financial loss and inconvenience to those wishing to contact the Company in emergency situations.
You will note from our web site at [link removed] that an arm of our business is to provide a breakdown service 24/7 using telephone number 01730 812162 where sophisticated facilities are in place to answer incoming calls whenever the call may come in.
From the outset it was made VERY clear that the new telephone number was to be ex-directory and yet from the instant that a phone was connected to the line, we were receiving many nuisance calls but more worryingly also from various organisations wishing to advertise Midhurst Engineering in various directories, in some cases believing that we had relocated. Very rapid contact was made with TalkTalk who assured us that the number was indeed ex-directory and categorically stated that no information of the identity of customers was passed to any third party. Well, whether that is true or not, we now have an instance where a stranded motorist wishing to contact Midhurst Engineering early this morning, was given by “BT” directory enquiries, the number of 01730 ****** which would have been unmanned at that time of day. Our emergency number is, and always has been, 01730 812162.
The motorist was subsequently forced to find another recovery company resulting in lost business and good will quite apart from a long wait in freezing conditions. I suspect this will continue to happen while directory enquiries continues to have 01730 ****** to hand and an immediately resolution to this issue is sought. How this can be achieved, bearing in mind the line supports our essential broadband service, I have absolutely no idea, but something needs to be done FAST.
We also appear to have very similar issues on the other new line installed by you at ***** ******** where the number is 01730 ******; not so severe, but a worry nevertheless. If that wasn’t bad enough the installation issue could not have got any worse requiring three separate visits to the premises totalling over 18 hours of my time as Project Manager to resolve when the time allocated was just 2-3 hours. How some of these errors manifested themselves are beyond my comprehension, but reached new heights of administration and engineering incompetence which are almost worthy of an entry into the Guinness Book of Records.
Sadly getting TalkTalk to acknowledge that the problems were outside the control of the end user was almost impossible to achieve and instead we were lead to believe we had defective hardwire or wiring and perhaps failing to configure the router correctly. At the end of the day it was all down to being connected to the wrong service, faulty exchange equipment and the wrong logon credentials supplied. Eventually we were connected to a senior person who very efficiently sorted out everything within an hour and also supplied tips to tweak the router for better performance.
Be as that maybe, it seems that what should have been routine installations have been nothing but ideal and the problems still keep on coming in of TalkTalk’s making. Is it too much to ask that you get a grip on these issue in the same way that our Company responds to motorists in trouble; with the current problem it might just be that you need our help when you breakdown and sadly with directory enquiries giving out the wrong number, we just wouldn’t know you were in trouble. We have opted for a business class service from a leader in the field, where is that service when we need it most?
It is perhaps unfair to TalkTalk to reproduce this letter here, but 24 hours have now passed without any update being received on the action that they will take. I sure readers of this entry can appreciate the seriousness of the issues which don't seem to have been grasped fully by TalkTalk.