I called the number but there's no option 2. It just repeats twice "this circuit is defined as xxxxxxxxxxxxxx" and then hangs up on me?

In reply to a post by RobertoS:

I haven't seen this scenario before, but if your order says Infinity then you will either get it or the order will be cancelled again. They won't drop you to ADSL2+ just be default.

The faster broadband with fibre will be fine if they do cancel, but AIUI that would be a further order which you would arrange by speaking to them. It's a complete PITA.

I expect others will be along later who may know more. But good luck. You won't end up on ADSL2+ and stuck in contract. As long as it is Infinity showing on your order.

I also don't want to be without Internet for weeks because BT cancel my order just to keep their stats up.

If I end up with a phone line contract for 12 months but have to go to another supplier for internet that's also a pain.

This all feels very misleading to be honest. Tell me I can have a product and then cancel my order despite the fact it would work here just because my slightly slower speed means they can't claim their average speed is as high as they want to compete with competitors.

At least with other service providers they provided what they promised.

I'm also unhappy that BT don't keep me informed. I have to chase them. They're meant to be a premium provider and they're one of the more expensive options. So far service has been poor.

I have to be honest, TalkTalk have misled you here and are to blame for all of this.

As you cancelled TT, BT cannot do much other than provide a new line which is likely to result in downtime, they cannot take over the TT service directly as TT have requested this line be ceased and disconnected.

TT should have made it clear to you that you do not need to close the service with them to move providers...

All you should have done is ring BT, asked them to take over, they would have notified TT you were leaving and taken over your line without any downtime.

The only way it works without downtime is as follows:
You are with TalkTalk and want to move to BT
You ring BT / place an order online and enter the existing TT phone number
BT take over on a date provided.
BT contact talktalk and disconnect the old services.
You never speak with TT regarding cancellations.

The second you rang TT to cancel the services and did not migrate through the leading provider (in this case BT), the whole process failed to work as intended, as BT are locked out of your TT line now.

I understand that and was less than happy at Talktalk not telling me that, but there's a reason I'm leaving them and this is just one of many problems.

BT gave me two installation dates so far and cancelled each without the decency to tell me.

The telephone line is going in as planned on the 15th. I've had situations where I've had new lines in the past and they've done both at the same time. The broadband cancel and re-order bit is odd.

I'm just worried I may lose my slot in the box. If my box is over subscribed and I lose my fibre slot through changing providers like this it will be a nightmare.

I just feel I've been left in the dark with BT. They could have called and explained they had cancelled my order on each occasion and tried to resolve it. If I hadn't checked the first time I wouldn't even have a phone line going in on the 15th. The second cancellation is thankfully part of their process apparently to check my line first. I'm hoping it's as simple as this and I still get fibre but I'm starting to lose confidence in BT after the way they've treated me so far.

It is probably automatically being cancelled for two reasons:

1) TalkTalk are ceasing the line so BT cannot takeover existing line which is bound to create issues
2) Estimate is coming in at below 15Mbps and BT do not access fibre orders below 15Mbps, so the computer is saying no. You need to get BT to place it as another package, faster broadband with fibre or something similar to that.

I will be honest, all ISP customer service is relatively the similar in my experience. I cannot say TalkTalk is significantly worse than BT customer service wise (I am a customer of both). Once you're up and running you shouldn't have much need to contact CS.

I have not encountered such a restriction - and have just checked.

Option 2, QLT, came up without any problems.

This suggests that its absence on your line may be due to the fundamental one involving your line.

Is that on TalkTalk? I seem to remember one of the LLU companies does exactly what the OP describes - just the line number then finish.

No experience of TalkTalk Phone arrangements, only BT and EE including EE's earlier forms.

Yep. Talktalk. Makes sense to hide that info as it's one less cost for them when we can't prove the line needs work.

In reply to a post by ukhardy07:

It is probably automatically being cancelled for two reasons:

1) TalkTalk are ceasing the line so BT cannot takeover existing line which is bound to create issues
2) Estimate is coming in at below 15Mbps and BT do not access fibre orders below 15Mbps, so the computer is saying no. You need to get BT to place it as another package, faster broadband with fibre or something similar to that.

I will be honest, all ISP customer service is relatively the similar in my experience. I cannot say TalkTalk is significantly worse than BT customer service wise (I am a customer of both). Once you're up and running you shouldn't have much need to contact CS.

The second point is what's worrying me. I don't want to be left with nothing or ADSL. If they still give me fibre one way or another and I still get 15mb/s down I'm happy.

We're moving hopefully in the next 8-12 months anyway. Hopefully to somewhere where even UK ISPs can't ruin my connection.