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Standard User Xplosion
(member) Sat 11-May-13 17:40:39
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Ordered Plus TV


[link to this post]
 
Rang Sky earlier to cancel, they said "sir you've been a loyal customer for 13+ years" but the best advice they could offer to save money with them would be to cancel my HD pack. No thanks! Expected a good retentions deal but no :cry:.

So I went through TopCashBack and signed up with TalkTalk, I'm getting a free YouView box, router, unlimited broadband and anytime calls for just £10 a month (1st 6 months) and line rental is only costing me £114 a year.

The only thing that worries me is the amount of references to a 'New line' and their requirement for me to select an engineer slot for the telephone and broadband, despite me providing them with my current, working Sky landline number during the availability check.

I've had my number for over 10 years now, everyone I know knows it so they'd better migrate it. Some reassurance was given from Sky whilst on the phone to them earlier, when I asked whether I could take my Sky number with me to TalkTalk and the bloke on the phone told me TalkTalk should get into contact with Sky to arrange this.

Once I receive the welcome pack which contains my account number I'll be able to check this with the Members Forum OCEs. If they can't give me any solid advice/assistance I'm in the hope they'll either realize there's no need for an engineer by cross checking my address and finding a working telephone line or the engineer arrives and sees the existing setup then take care of it.

Anyway, any advice about the number situation would be greatly appreciated (oh, forgot to confirm that I'm on the SVBN which is Sky's LLU network). I'll keep you all updated on my order and how it progresses.

Sky Broadband Unlimited
Standard User Xplosion
(member) Sat 11-May-13 18:46:20
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
Okay situation update. My MyAccount is listing a brand new phone number which I'm not impressed about. I contacted Live Chat support who were unhelpful. Here's the transcript...

Mario R: Hi, thank you for contacting TalkTalk today, how can I help you?
You: I signed up to TalkTalk today and MyAccount is showing a new number but I would like to keep my existing number
Mario R: Hello, good evening. Where have you place the order if I may ask? Was it online or by calling to our Sales team?
You: Online
Mario R: I see, which provider were you with before if I may ask?
You: Sky
Mario R: I see, I am sorry, customers from Sky are not able to keep their existing number in the mean time.
Mario R: And you are provided with a new number for our services.
You: Will I keep the same physical line just a new number?
Mario R: I believe so, you can keep the existing line inside your premises.
You: Okay also I phoned Sky earlier who said TalkTalk can place an order with them to bring the number so is this possible?
Mario R: You mean vice versa? From Talk Talk to Sky, I am not really sure about that. I apologise .
You: No I mean that Sky said TalkTalk can request the Sky number
Mario R: I see, I believe it was possible before, however right now, Sky customers were not able to keep their number if you transferred to us. I believe Virgin Media customers can in the mean time.
You: Okay, I am disappointed because I will need to tell everyone of my change of number I'd really like to be able to keep it
Mario R: I am sorry to know that, you can try ringing our sales team about this on this number: 0800 049 9999.
Mario R: And opening hours: Monday-Thursday: 08:0022:00 Friday: 08:0021:00 Saturday: 08:0020:00 Sunday: 09:0020:00 Bank Holidays: 09:0020:00

So I'll ring sales later and see what, if anything they can do. I would try the Members Forum but my account is probably too new as it isn't registering.

Any other advice?

Sky Broadband Unlimited
Standard User XRaySpeX
(eat-sleep-adslguide) Sat 11-May-13 19:14:00
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
Look up OFCOM on Number Portability.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC


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Standard User Xplosion
(member) Sat 11-May-13 19:20:39
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
Just called the number the Live Chat guy gave. Spoke to a nice bloke in sales who confirmed there is no porting agreement between Sky and TalkTalk so my number cannot be kept.

I guess I'll have to grin and bare it with the new number, on the bright side I won't get so many bullcrap telemarketing calls.

Anyhoo here's the current status of my order: http://oi42.tinypic.com/2rxxovp.jpg

Sky Broadband Unlimited

Edited by Xplosion (Sat 11-May-13 19:23:59)

Standard User Xplosion
(member) Sat 11-May-13 19:21:24
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Re: Ordered Plus TV


[re: XRaySpeX] [link to this post]
 
In reply to a post by XRaySpeX:
Look up OFCOM on Number Portability.
Indeed, it's Sky's responsibility to allow portability but TalkTalk is not required to accept the number.

Sky Broadband Unlimited

Edited by Xplosion (Sat 11-May-13 19:23:33)

Standard User Oliver341
(knowledge is power) Sat 11-May-13 19:23:16
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
In reply to a post by Xplosion:
Indeed, it's Sky's responsibility to allow portability but TalkTalk's are not required to accept the number.

Backwards step, I know people in the past who have ported a number from Sky to Talktalk so it looks like something changed.

Oliver.
Standard User Xplosion
(member) Sat 11-May-13 19:25:35
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Re: Ordered Plus TV


[re: Oliver341] [link to this post]
 
In reply to a post by Oliver341:
In reply to a post by Xplosion:
Indeed, it's Sky's responsibility to allow portability but TalkTalk's are not required to accept the number.

Backwards step, I know people in the past who have ported a number from Sky to Talktalk so it looks like something changed.
It was possible before
In reply to a post by Xplosion:
Mario R: I see, I believe it was possible before, however right now, Sky customers were not able to keep their number if you transferred to us. I believe Virgin Media customers can in the mean time.

But not now

Sky Broadband Unlimited
Standard User Oliver341
(knowledge is power) Sat 11-May-13 19:32:02
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
Ofcom should be asking why, since if it worked before they can't claim it's technically impossible.

Oliver.
Standard User Xplosion
(member) Sat 11-May-13 19:36:26
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Re: Ordered Plus TV


[re: Oliver341] [link to this post]
 
In reply to a post by Oliver341:
Ofcom should be asking why, since if it worked before they can't claim it's technically impossible.
Agreed, just sounds like they cannot be bothered to contact Sky to be honest. They should be required to accept the number in the same way Sky are required to make it portable, numbers are very important to some people (especially those who own a business). The whole idea of LLU migrations seriously needs a reform.

Sky Broadband Unlimited
Standard User Oliver341
(knowledge is power) Sat 11-May-13 19:44:29
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
In reply to a post by Xplosion:
Agreed, just sounds like they cannot be bothered to contact Sky to be honest.

Either that or Sky have decided not to play ball. If Talktalk used to bother in the past, I don't see why they would stop. Of course on the other hand one can see why it's in Sky's interests not to release the number (which is probably why Ofcom mandate that they do).

Oliver.
Standard User Xplosion
(member) Sat 18-May-13 17:26:17
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
Well I received my 'Welcome pack' on Friday which is a nice booklet containing my account information, contract details, product information, go-live dates etc. No other contact from TalkTalk as of yet, so nothing's gone wrong yet!

I did have to lodge a missing cashback claim today though as it hasn't appeared in my account even after waiting 7 days. Apparently I should hear about the end result of that in the next few weeks.

Sky Broadband Unlimited
Standard User Xplosion
(member) Tue 28-May-13 13:06:40
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
The router still hasn't been dispatched (I go live on Friday as well) so I queried it over Live chat. They told me there had been a system error when they attempted to send it originally (why was I not informed?) so they are dispatching one as a matter of priority (hopefully).

Starting to think I'm gonna regret this...

Sky Broadband Unlimited
Standard User Futaura
(committed) Tue 28-May-13 17:45:55
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
Normally, routers are not dispatched until literally 1-2 days before your go live date, so I wouldn't worry too much just yet. Hopefully your conversation on live chat is not going to trigger a problem.
Standard User Xplosion
(member) Wed 29-May-13 13:32:58
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Re: Ordered Plus TV


[re: Futaura] [link to this post]
 
The chat advisor seems to have helped, the router has been dispatched.

Here's the events from yesterday...

1st live chat session (the one I mentioned).

A 2nd live chat session in order to confirm there was no longer an issue and my router would be delivered. This advisor said there isn't an issue with the router order, but also said there never was - don't know who to believe. We also went round in circles regarding delivery time, I asked how long and he said 3-5 working days, I asked when will it be dispatched and he said 3-5 working days again.

3rd came a call to the order team. The guy said the router had been sent, but said there wasn't a tracking number.

Although happy that my router had been dispatched, the differing answers I was getting were giving me a bad feeling.

So, the 4th thing I did was to call the orders team again, I asked to speak to the Loyalty Team (as I know they are in this country), who confirmed dispatch again. I forgot to ask for my tracking number though.

So my 5th and final action was registering for the Members Forums, where an OCE confirmed dispatch and provided the holy tracking number.

I'm glad I now know the fate of the router. Anyone know what postage TalkTalk use to send routers nowadays (what class)?

Sky Broadband Unlimited
Standard User Futaura
(committed) Wed 29-May-13 14:46:44
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
Try entering your tracking number on http://www.royalmail.com/trackdetails - this usually gives more details, as the parcel progresses along its journey, than the regular tracking checker. Last I heard, they were using "Royal Mail Tracked", although I don't remember if it was the 24 or 48 hour service.

Did you also try logging into your TT account? They used to put the tracking number and dispatch information there - not sure if they still do.

Indeed the confusion caused by the differing replies doesn't inspire confidence. I'm inclined to believe your router was always going to be dispatched today for delivery tomorrow (or Friday). So, no need to worry. The time to start panicking would be if it didn't turn up on Friday. There are always horror stories going around, but in the majority of cases things go perfectly smoothly.
Standard User Xplosion
(member) Wed 29-May-13 15:12:21
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Re: Ordered Plus TV


[re: Futaura] [link to this post]
 
Thanks for the link. It's had 'Outward RDC Volumetric Acceptance' at 'Princess Royal Distribution Centre'. Anyone know what this means?

I've checked the 'Order tracker' in My Account, where the tracking number should be but it hasn't changed since I first ordered. It still indicates the router not yet being dispatched.

Sky Broadband Unlimited
Standard User Futaura
(committed) Wed 29-May-13 15:30:29
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
Probably means it has left London and is on its way to you. The tracking will hopefully show something more meaningful tomorrow. Obviously, can't read too much into your delivery date until your local mail centre is showing in the tracking, but you'll probably see something more useful there tomorrow, if not later this evening.
Standard User Xplosion
(member) Thu 30-May-13 15:44:55
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Re: Ordered Plus TV


[re: Futaura] [link to this post]
 
It arrived earlier laugh and it's a nice looking piece of kit.

Got to wait until tomorrow to plug it in though!

Edit: slipped my mind, the cr*ppy 'Order tracker' still hasn't got with the times tongue

TalkTalk Plus

Edited by Xplosion (Thu 30-May-13 15:49:27)

Standard User Xplosion
(member) Fri 31-May-13 16:12:02
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Re: Ordered Plus TV


[re: Futaura] [link to this post]
 
Everything actually went well today laugh

A BT Openreach engineer showed up at around 10:30, nice chap. We had a chat about broadband-ish stuff while he changed me over - he was as frustrated and confused as me with TalkTalk's inability to retain Sky numbers, or lines. There was a lot of specialist looking devices involved in the switch and he even had to move some stuff around in the cabinet.

He also installed a brand new master socket for me free of charge, it's the latest one (Openreach branded) and he even threw in an Openreach filtered ADSL faceplate, so I'm all kitted out with the latest stuff.

Here's my throughput speed currently: http://www.thinkbroadband.com/speedtest/results.html...

My stats are:
ADSL (Sync) Summary
System uptime: 4:08:39
Modem ADSL (Sync) uptime: 1:20:48
Interleaving: On
ADSL mode: ADSL2+
ADSL settings: PVC:0/38
ADSL line speed (kbps): up 846 down 14576
Line attentuation (dB): up 11.1 down 19.0
SN margin (dB): up 15.5 down 14.5
Total errors seconds: 1

Will post follow-ups when the line settles.

Also, just seen about TalkTalk going totally unlimited. Will this include people who joined before this announcement, like me?

TalkTalk Plus TV
Standard User Futaura
(committed) Fri 31-May-13 16:57:16
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
Hope those stats compare well to your old Sky line? Glad things went smoothly and I hope what the BTOR engineer said was free actually is smile. Have seens lots of bad stories about engineer charges, but I guess you should be ok on a new line install.

Not really sure what that "Totally Unlimited" thing is all about - TT's attempt to compete with BT's "will not slow you down" promise, I presume. Not that BT are telling the truth - because their connections do slow down on congested exchanges and at peak times. Likewise for TT too, but less so in my experience. Probably most users will not notice any difference between "Unlimited" and "Totally Unlimited" anyway. I don't really recall being affected by traffic management myself - my connection's throughput always seems to be as fast as the sync speed. My guess that the removal of traffic management will apply to existing customers too.
Standard User Xplosion
(member) Fri 31-May-13 17:24:13
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Re: Ordered Plus TV


[re: Futaura] [link to this post]
 
Took these stats last night from my Sky connection:
ADSL Link Downstream Upstream
Connection Speed 21018 kbps 1212 kbps
Line Attenuation 18.5 dB 11.6 dB
Noise Margin 3.3 dB 8.9 dB

Speeds will get better once the line stabilizes.

I requested on the Members Forums to have my profile changed to 24FSNR6 but I'm still waiting to hear back about that.

TalkTalk Plus TV

Edited by Xplosion (Fri 31-May-13 17:24:45)

Standard User Futaura
(committed) Fri 31-May-13 17:47:14
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Re: Ordered Plus TV


[re: Xplosion] [link to this post]
 
Obviously attenuation figures vary slightly with different routers, but since the values are pretty similar, it's safe to say the "new line" is about the same quality-wise.
Standard User Xplosion
(member) Tue 04-Jun-13 19:45:33
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Re: Ordered Plus TV


[re: Futaura] [link to this post]
 
Thanks to TalkTalk Members Forum OCE Michelle I'm now on 6dB Fastpath...

http://www.pingtest.net/result/82151359.png
http://www.speedtest.net/result/2752397314.png

TalkTalk Plus TV
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