re 17070, I also just get the "this line is defined as..." with no further options since moving phoneline from BT to TalkTalk Business.

If you do end up on ADSL2+ it should only be for a short period. The question with BT will it be Infinity or cancelled. As I explained earlier. If it is cancelled you get them to order "Faster broadband with fibre" and that will normally go through. Or order FTTC elsewhere and if you want to take your line with you get hard! (But politely). They have not fulfilled the contract for the bundle so have to release you from any phone line minimum period.

If on ADSL2+ because the FTTC cabinet is full - the Openreach system has a bad flaw in that an FTTC migration involves a cease and port release at the cabinet then reconnection, but on a full cabinet the port you vacate can be reallocated before your reconnection is attempted. That is normally sorted out within a few days.

What does the Address option of this checker show on the VDSL lines A and B?

Things have gone from bad to worse.

Several cancellations of my broadband installation later and BT staff on the phone still say they haven't a clue why this is happening. They know less than you lot on a forum it seems. That's very bad when staff show such a lack in knowledge!

They agreed to install my phone today and then re-order my internet for the third time once it was done. Imagine how impressed I was to come home from work today to find no phone line and no message from BT!

The BT app says they've had to cancel my phone installation now and I'll have to re-organise it all from scratch!

So now I have no phone, no internet and no idea of what's going on!

I'm on to BT now and I've been on hold three times while the rep tries to work or what's going on. That's 18 minutes so far and he's still no wiser as to why I'm getting treated so badly.

I don't mind the odd error here and there, we all make mistakes, but this has been one after the other and shockingly the customer service team never know what's going on.

I've paid £50 for this and all I have is the new home hub and no phone line or internet.

BT are a disgrace. I've had to make several hours of calls so far since ordering this product to their customer service team just to try and get them to do their job and give me a service they said they could provide. A service talktalk provided less than a week ago without issue!

Every time I call I have to start from scratch again. Nobody takes ownership and there's no way to escalate this at all. What can I do to get this sorted?

BT are meant to be the premium provider but so far all I have is stress and frustration. I am so tempted to cancel, get a refund and go to a provider who will actually provide me with what they say they will.

The cancel has significantly confused things but too late to do anything about that.

BT are NOT the premium provider - in fact they are probably about average. There are premium providers like AAISP who could potentially provide a more personal service but they are generally more expensive.

How did the rest of the call with BT go? There is an email address for the BT chairman's office floating around the forum and that may give you a route in to escalate.

It is always difficult with such large companies as generally you are talking to call centre staff and they will definitely not be all that knowledgeable - they aren't paid enough to be experts.

Either see what happens from your current (last) call, escalate to BT chairman or go to a different company like AAISP or possibly someone like Pulse8 - there are ISPs much better at support than BT (and ISPs that are much worse!).

Premium priced for what they provide, in my opinion, but I agree with you re the overall assessment. For the poster's information:

- Comparison 1

- Comparison 2

Then there are many other premium providers of course, just not registered on this site or mass-market comparison sites.

Well BT have messed me up good and proper.

Openreach waited for my line with Talktalk to cancel and then gave it to a brand new customer. I don't have a line now.

The lady at BT was very apologetic and to be fair to her was great. The UK call centre I got today made a heck of a difference. The off shore call centre had managed to get confused and order two lines and still not get it right or tell me what was happening. But the lady in the UK spotted the issue and resolved it back to one line. She's also complained to openreach for me and raised this further giving me a full explanation. Proper service from her at least.

The issue is now that openreach want to wait till the end of the month to carry out a check at site to see IF they can get me a line or not. The lady kindly argued this wasn't acceptable and they're going to try and do it quicker. But I have been warned I may not be able to get a line at all now!!

I left Talktalk after confirming BT would be able to provide me with this service. Due to their mistake I'm now without service and may not get any service at all.

I'll get an update in two days but I really don't seem to be in a good position here. The lady did agree that Talktalk should have told me to migrate rather than be a new customer but as someone who doesn't do this sort of thing often I didn't know that. However she also stated that BT should still have been able to provide the service as ordered regardless.

This is very frustrating to say the least.

When I pick up my phone and listen it's not dead. It makes an engaged tone constantly. Have Talktalk disconnected me properly?

As most people order a service again i.e. usual scenario someone moves out, someone moves in, then lines are not always disconnected at the exchange until they know which new provider is going to have it.

As for the previous post about the line being given to someone else, are you referring to the physical line to your house, which is kinda impossible given you have a dial tone or the telephone number. Which yes is up for grabs once you cease.

Hence why throughout people have said ceasing was the wrong way to do the move.

When I pick up my phone and listen it's not dead. It makes an engaged tone constantly. Have Talktalk disconnected me properly?

That sounds like a 'stopped' LLU service to me .... so yes they have.

So your line hasn't 'been given to someone else' because that phrase implies that the physical pair itself has gone. Yours clearly gets all the way back to the exchange.

In reply to a post by MrSaffron:

As most people order a service again i.e. usual scenario someone moves out, someone moves in, then lines are not always disconnected at the exchange until they know which new provider is going to have it.

As for the previous post about the line being given to someone else, are you referring to the physical line to your house, which is kinda impossible given you have a dial tone or the telephone number. Which yes is up for grabs once you cease.

Hence why throughout people have said ceasing was the wrong way to do the move.

not sure. The lady said the slot in the cabinet that I was using has been given to a new customer and is no longer available for me? This is why openreach are claiming I can't be connected to phone or broadband.

I don't mind losing the number. But I can't understand in that case what they've given to the new customer.

I asked about moving to BT and taking my number as a migrate and Talktalk said I couldn't do that. They advised me to do the cease route. On top of that they tried charging me an early end of contract fee today which was another hour arguing on the phone until they dropped my final bill back to £1.28 instead of £300+!

What could they have given away in my situation?