What to do next.

My step son moved out into a bed sit flat in a block of maybe 15 similar flats. Only FTTC available, and he went with TalkTalk. It was fitted (all flats are pre wired to the same internal copper DP) and he is happy with the cost and speed he gets. It was ordered direct from TT online, no queries arose during this process. This was maybe four months ago. So far, so good.

A month or so ago, he heard that one of the other flats in the building was coming up to rent out … this was larger, through the same company letting it out, and they were happy to switch flat mid term.

He starts to try to organise getting the existing service from the current flat (let’s call it flat A, to the new flat (B) . Same copper DP. Line from flat B goes to the self same DP.

TT say ‘no’ … we cannot provide service to flat B … he spoke to an advisor after giving up on online ordering system. Nope, there is no service to that flat ?? So he asks them to check Flat A (where he currently USES THEIR SERVICE, and they say no, it is not possible to provide to that flat either . And thus, a stupid, ‘computer says no’ impasse is reached.

What to do next ? Their website says no to the whole block of flats. FTTP is not available here. Many others will offer service via FTTP, but he will have to pay to cancel mid contract.

It seems mental to me that they are refusing to even send someone out to do what would be the easiest damn install in the world, buzz back to the DP, krone it in, bingo.

Does anyone have any suggestions on what he might do next to rectify this ball achingly dumb scenario.

Train ticket and bring your Krone tool? 😂

Seriously though can you ask for the matter to be escalated to the CEOs office? Can’t find an email for them, probably due to the merry go round of corporate shenanigans going on there of late. I think the CEO is Susie Buckridge. No idea what her personal email is though.

You won't like this but I would try raising it with high level complaints at Openreach, stating step son is moving flat within the same block and TT are refusing to raise a request to Openreach to do the line move. If I was you with your knowledge I would also drop in the technical stuff and explain your background and how easy a job this would be for Openreach to do and ask if they could engage TT.

It may be due to this https://www.ispreview.co.uk/index.php/2026/06/isp-ta...

Supposedly if TalkTalk cannot offer a service at new premises due to a house move you can cancel without penalty, as ever get this confirmed by them, in which case switching to another provider may be prudent given the state TalkTalk seem to be in.

Know nothing about the company posting but if you scroll down this page (https://www.elliott.org/company-contacts/talktalk-cu...) it gives what may be some useful names and e-mail addresses.

Edited by GonePostal (Sun 23-Aug-26 01:06:09)

Thank you for all the suggestions.

Tell him you have retired.

TalkTalk decline to offer service to my address so it looks like they are not interested in copper anymore. Maybe something to do with them selling off batches of customers to other providers as they battle becoming BustBust.

Edited by FibreBubble (Sun 23-Aug-26 09:47:11)

In reply to a post by FibreBubble:

Maybe something to do with them selling off batches of customers to other providers as they battle becoming BustBust.

This.

Lowest price has finally caught up with them. No money to invest in technology/systems or staff training.
Charles Dunstone's other creation (Carphone Warehouse) has 90% gone, is just a logo in a Currys store.

Had an issue with my electric supplier where they said 'No' to us getting a smart meter unless we paid thousands to get our existing meter moved (our meter is in a standard meter box on the outside of our house) tried to tell them a hundred times all we needed was a dual band smart meter (the comms hub part of it) so it can communicate with the in house display on 868Mhz instead of 2.4Ghz. In the end they stopped replying to my messages so I raised it with their CEO's office who sent someone round to do what I was asking and all is working great.

Sometimes you have just got to keep on at them.