There are two different numbers used for sales and new line instalation customers. The sales agents can not arrange a new line instalation. If you call this number and ask for the service to be migrated from an active BT line to TalkTalk then that is exactly what you would get. The team who take calls on this number can not arrange engineers - they can run n availability test and they would providethe new lines number if the property was showing as a cable service or the line was not already active
The new lines number can only arrange new line instalation and not a migration from another provider. They take the address details and check to see if there is a service that has been previously activated and stopped or if a whole new line instalation is required. The engineer fee is the same for both services with TalkTalk. The necesity for an engineer visit is verified by BT Openreach. If you called the number for a new instalation (as you state you did in your last post despite saying you did not in an earlier post) then your "client" has got the service you requested. If the line was live on BTs network already there was no requirement for you to order a new line as the property already had an active service and a migraton from BT to TalkTalk could have been arranaged if the correct sales channel had been used.
You may also wish to inform your client that a new line instalation comes with a 24 month contract term and not an 18 month contract as per migrations from another provider.
As per my previous post relating to data protection I can answer general questions for you in relation to this matter but I can not discuss account specifics with anyone other than the named account holder. The named account holder is welcome to register and post at www.talktalkmembers.com/forums should they wish for us to look into this further. Upon a request from the named account holder we can review the sales call to see exactly what services were requested at the point of sale.
As mentioned to you, the named account holder doesn't even know how to hold a mouse, thus his registering here is a non-sequitur. I would have gladly given you his details privately via private message and you could have easily called him to verify that I speak for him (this is assuming that you have outgoing call privileges).
As mentioned previously, the number that I dialled is 0800-049-1054 - that's the number at the top of the www.talktalk.co.uk
webpage. It does not say whether it is Sales or New Line Installations. Surely you are familiar with this number??? Perhaps you would be so kind to tell us if that is Sales or New Line Installations.
Update: I just called that number and asked them if they were Sales or New Line Installations. The person said, "We do both". Go figure.
Apparently what happened, is, TalkTalk's records show the flat as having a cable telephone line - that info is incorrect - he has only ever had a BT line (he could never afford cable - just sat there and watched the 5 terrestrial channels 24//7 365 days a year (when he is not in hospital). I was told the line would go live on 28 or 29 December, and that a router would be sent out. Instead, they sent out an engineer and he changed the guy's telephone number - I would guess what happened is that TalkTalk's records said that the line was a cable line, so the guy was given orders to go out and "install a new line" - of course, when he got out there, he found that it wasn't a cable telephone line but a BT line, so the guy in fact did nothing, but the charity case guy is apparently going to get charged for it (when I signed him up for the service, TalkTalk was running a special - no connection charge (assuming there was no new line installation)).
As for informing my charity client that a new line installation is a 24-month contract versus an 18-month contract for a migration from a BT line, you again miss the boat - he's not on a 24-month contract even if TalkTalk did put a new line in - TalkTalk did that on their own bat. In any event, he will in all likelihood die even before the 18-month contract is up, so do you REALLY think he is going to be worried about that. I won't even bother him with the issue. The only thing that I will do is make sure a block is put on his bank account so that TalkTalk can't withdraw any money.
Without a change in the situation, we are boxed in on this matter. We cannot talk to TalkTalk - well, my client can, but he hasn't a clue what any of this is (he doesn't even know what the internet is - the first thing I am going to do when I get him online is show him how to play games/chess with people around the world - he doesn't know any of this exists), and, of course, TalkTalk is not set up to speak to third-parties such as computer installers - even if they have the account holder's approval - but again, that is down to a trust issue between TalkTalk and it's telephone reps.
Edited by investmentbanker (Wed 27-Jan-10 18:02:19)