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Standard User broadband66
(knowledge is power) Sun 19-Jul-20 17:55:47
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Re: TalkTalk terminated broadband after switching from Sky


[re: robertcrowther] [link to this post]
 
Surely a new line is over £100 to be installed?

Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
Standard User robertcrowther
(committed) Sun 19-Jul-20 17:59:08
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Re: TalkTalk terminated broadband after switching from Sky


[re: broadband66] [link to this post]
 
Never heard of anyone paying that these days, maybe 20 years ago it cost a lot for a new line, but these days telecom companies don't charge just for a new line unless a new physical cable has to be installed if there is no free pairs
Standard User Spud2003
(fountain of knowledge) Sun 19-Jul-20 19:07:09
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Re: TalkTalk terminated broadband after switching from Sky


[re: moogles] [link to this post]
 
Couple of options ... e-mail the TalkTalk CEO directly explaining the problem, they have a special team for dealing with complaints to the CEO. Alternatively you could try switching to 4/3G, find a cheap unlimited data SIM(Three often have an unlimited deal) and get a cheap 4/3G router.


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Standard User moogles
(newbie) Sun 19-Jul-20 20:25:47
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Re: TalkTalk terminated broadband after switching from Sky


[re: broadband66] [link to this post]
 
In reply to a post by broadband66:
I'm sure when we had an issue you could phone in but not out. Who would the phone bill now be paid to Sky or Talk Talk?


TalkTalk, although there's nothing to be paid as the price was for broadband and that has been cancelled so just have a line. Not sure it's sort of stuck in a state on their side.

The Sky account has closed and final bill issued on the day it switched over.

In reply to a post by Spud2003:
Couple of options ... e-mail the TalkTalk CEO directly explaining the problem, they have a special team for dealing with complaints to the CEO. Alternatively you could try switching to 4/3G, find a cheap unlimited data SIM(Three often have an unlimited deal) and get a cheap 4/3G router.


Guess I will suggest they do that. Don't know about a 4/3G router though, they shouldn't need to do that for something that isn't their fault. Sky was pretty good so hopefully they can get back to him and find out what's happened and he can get back to them. Guess switching provider is out of the question in the future!
Administrator MrSaffron
(staff) Sun 19-Jul-20 22:32:57
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Re: TalkTalk terminated broadband after switching from Sky


[re: moogles] [link to this post]
 
but obviously can't order what he previously had because of the Openreach database being incorrect.


What exactly is stopping a VDSL2 order for the 40/10 product being place?

Did the Openreach engineer leave a G.fast modem (which is what the Fibre 150 service is) at the property? If yes then suggests their tests showed it working and thus not clear why Openreach cancelled order. if G.fast speeds were not above 100 Mbps then provider should be told and take that opportunity to offer a VDSL2 service.

Is the new Openreach modem still connected? If yes and no service, suggest plugging the old hardware back in and seeing what lights come on, i.e. do you see sync and Internet connection?

A small chance that the contact with Sky actually messed things up, i.e. triggered a cease.

For anyone switching between phone line based broadband there is no need to contact the old provider, the migration system will see the old provider notified and the appropriate 'are you sure' letter along with details of final bill sent out.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User moogles
(newbie) Sun 19-Jul-20 23:07:25
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Re: TalkTalk terminated broadband after switching from Sky


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
but obviously can't order what he previously had because of the Openreach database being incorrect.


What exactly is stopping a VDSL2 order for the 40/10 product being place?


The address on TalkTalks product checker has disappeared since the order was cancelled. This is when logged out so somehow OpenReach cancelling the order has caused something to happen. When going back to Sky's checker it also didn't show any fibre products available for the address.

In reply to a post by MrSaffron:
Did the Openreach engineer leave a G.fast modem (which is what the Fibre 150 service is) at the property? If yes then suggests their tests showed it working and thus not clear why Openreach cancelled order. if G.fast speeds were not above 100 Mbps then provider should be told and take that opportunity to offer a VDSL2 service.


If by G.fast modem you mean a white Openreach box which the router then connects to, then yes. From what was said on the TalkTalk forums and from the phone calls to them Openreach cancelled the order because it couldn't reach the supported line speeds. They said my friend would have to phone up in a week after the order cancels to be able to get broadband. He phoned up a week later and was only able to order ADSL 'fast broadband'.

In reply to a post by MrSaffron:
Is the new Openreach modem still connected? If yes and no service, suggest plugging the old hardware back in and seeing what lights come on, i.e. do you see sync and Internet connection?


The modem was still connected, but the TalkTalk modem was flashing an orange led indicating no internet. Plugged it direct into the master socket and it's still the same. Tried it with the sky modem too but nothing.

The white Openreach modem also didn't display a green light on the internet led either.

In reply to a post by MrSaffron:
A small chance that the contact with Sky actually messed things up, i.e. triggered a cease.

For anyone switching between phone line based broadband there is no need to contact the old provider, the migration system will see the old provider notified and the appropriate 'are you sure' letter along with details of final bill sent out.

Actually the Sky contact seemed fine. They confirmed on the phone that a cancellation isn't needed if he was switching, and to just order with the new provider so an active line takeover happens. If there was an issue his number wouldn't have transferred wouldn't it?

He's only contacted Sky again after a week of no internet from TalkTalk to sign back up with them as they were successfully providing 40Mb with no issues. They mentioned last week that they were in contact with Openreach as there's a technical issue placing an order for the property (something about a STAN). So just waiting for an update or a few more days before he chases them again about it.

Edited by moogles (Sun 19-Jul-20 23:09:39)

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