Migrating from AOL to TalkTalk - Nightmare!

Nightmare trying to upgrade my parents in-law, 15 years with AOL with TalkTalk which AOL Broadband is now labelled, thought it would be easy, same Company and all.
Ordered on Monday, no correspondence or emails since. They switched something straightaway as router connected but redirects to a holding page 'Welcome to TalkTalk' but no access as no user ID or password. Several hours on the phone, every day, 2 complaints, 1 apology letter supposed to be coming.
My elderly In-Laws now have no internet and an activation date of 20th July (never mentioned by sales team on Monday, thought it would be a straight swap) They live in a remote village in Norfolk, aren't techy, I live 300 miles away, was hoping to set it up while staying for a week. I am home now and god knows how they will set it up. My second complaint today, full of apologies and said an engineer would go round on the day. The last tech guy they transferred me too said no engineer booked. I go through the same story every time I speak to someone.
My In-Laws are confused, I am embarrassed because I have left them with no internet. No disrespect to Indian Call Centres but they are just going through scripts.
I wish I hadn't bothered, but, AOL have been charging an elderly couple £17 a month for years for a £2.50 a month (with same Company, TalkTalk) service with a [censored] old virus laden router!!

As someone who is with talktalk, post on their forums, it may take a few days for them to reply but sorry to say that is probably your best option, as you state their call center is a waste of time. (if you havent posted on their forums just do one post and do not bump it as they work from the oldest posted.

I to had problems with them when I went from tt adsl to fibre , I was lucky as I was only without internet for 8 days, there have been quite a lot that have been without fiber for a number of weeks, only a few weeks back.

Good luck. (they do not work on the weekends usually)

BB

You should get s new router from talktalk and that will set itself up

Is the phone moving from ? To Talktalk?

Yes I was told the router sets itself up, its just the wifi they may have trouble connecting. Their is a computer chap in the next village I will get to go round and sort it for them.
Yes they are moving the phone to TalkTalk, we didn't want to do that but sales insisted its cheaper and if a fault it's all handled by TalkTalk, but I suspect it is still BT to mess with faults at pole or exchange level.
I would have cancelled if it was me, but they don't want even more hassle and change. It is so annoying that the router is showing a connection and broadband is there, it's just you get a TalkTalk holding page until the required userID and password is entered which we can't get.

The TT router is set up ready...or should be.

In reality a username and password is not required, as authentication is based on the telephone line used.

I suspect there is some complication with the actual line set up.

Yes you are probably right, it's just the fact they have switched something as the existing AOL Broadband doesn't work which it should up until the activation date.

It appears that there is a continuing problem in migrating AOL users to TT.

TT does not use a userid/password. Your telephone number provides authentication.

In reply to a post by Brunel:

It appears that there is a continuing problem in migrating AOL users to TT.

and I thought with AOL being taken over by TalkTalk and the statement "your AOL broadband is now TalkTalk broadband" would have made it simpler!

In reply to a post by blueboy:

As someone who is with talktalk, post on their forums, it may take a few days for them to reply but sorry to say that is probably your best option, as you state their call center is a waste of time. (if you havent posted on their forums just do one post and do not bump it as they work from the oldest posted.

I to had problems with them when I went from tt adsl to fibre , I was lucky as I was only without internet for 8 days, there have been quite a lot that have been without fiber for a number of weeks, only a few weeks back.

Good luck. (they do not work on the weekends usually)

BB

Thanks, I've posted on the official forums, I got a message last week to say they will look into it then nothing.

I think they hope you will go away. If it was my order I would just cancel but in-laws just want it sorting without hassle. It is amazing how they can't handle internal stuff, they are one and the same Company!

Edited by deleted (Mon 13-Jul-15 19:24:03)