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Hi,
I have been trying to move my elderly mothers broadband from Sky to TalkTalk. However, when I start an order on TT's website it advises she would need a new line and phone number. This also happens with John Lewis broadband.
Has anyone got any idea why this is the case? I know that she is on Sky ADSL and Sky Talk so is on an LLU ADSL line. However, I didn't realise this would mean she wouldn't be able to move elsewhere without loosing current phone number!
Thanks!
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Which provider supplied the phone number before?
When ordering are you picking the path that lets you say you have an existing phone line?
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Phone number originated from Origin broadband. I am entering my mother�s number in to the TalkTalk website when ordering. It asks me to confirm the house number she lives at and then advises:
�We have been unable to transfer your number across to TalkTalk, but we have found a line at your address which we will activate. You won�t need an engineer visit and you�ll receive a new phone number in the post.�
I tried contacting Sky (their call centre is closed today) and I contacted TT customer services who told me to speak to TT sales who were not interested in speaking to me unless I placed an order with them over the phone (which I didn�t want to do). Typical!
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Okay it may be that Origin does not have porting agreements in place.
If originally number was a BT one then should be no problem
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Number originated with Origin but was ported to Sky without issue. It�s now I am trying to move from Sky to TT (or elsewhere) that I am having an issue. Why would it matter what Origins porting agreements were at this point?
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Because the porting agreement still has to involve the original range holder.
What does https://www.telecom-tariffs.co.uk/codelook.htm say for the owner of the range?
Matt
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It says the original operator is BT.
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That should rule out being a porting agreement problem.
Has the number ever been with Talk Talk before?
Matt
Edited by uno (Thu 01-Mar-18 22:22:10)
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No. Just Origin and then Sky.
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As to why, only they could really tell you.
Might be that Origin used Talk Talk and they can't re-import your number again but it's really hard to say from the limited information their site provides.
Matt
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Strange thing is, John Lewis broadband (Plusnet) also advise a new phone number was required during ordering. It�s very strange!
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Rules out the first theory.
Would be interesting to know why.
Matt
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Yes I would love to know! Strangely, PlusNet themselves advise the following during ordering:
�You don't have a compatible phone service. To use our broadband you'll need to take one of our Home Phone packages.
You can keep your current number and your existing service should carry on working until you've switched over�
However, given JL say the opposite i�m not sure I trust this!
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What is the BT website showing?
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On the BT site I get:
"Thanks for choosing BT
Here are the results of the line check.
null"
When I continue on I am advised a new number is required as follows:
"Good news we've found an existing service at this address that we can easily takeover and activate for you! This is the easiest way to start a new service with BT.
Or you can choose to get an additional line installed, you'll need an engineer visit.
Do you want to use the existing phone line?
Yes
We'll contact the current owner of the line, transfer it to you and give you a new phone number. A connection charge may apply.
No
I understand there is an existing line at the address but I want an additional line"
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