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Standard User moogles
(newbie) Sun 19-Jul-20 15:42:58
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TalkTalk terminated broadband after switching from Sky


[link to this post]
 
This isn't my broadband account specifically but an elderly friend of mine who's now left without any internet.

- Initially had working 40Mb broadband with Sky.
- Seen that TalkTalk are offering broadband and decided to switch to a better offer.
- TalkTalk website showed he could get Faster Fibre 150 so he ordered it after I said it looks good
- Sky suggested don't cancel, just order with TalkTalk and they will do an active line takeover that way there's no downtime. Great advice (not sarcastic, Sky were helpful)
- Install date comes, Openreach engineer installs new VDSL modem.
- Sky account now closed, TalkTalk have taken over the line and broadband
- Check TalkTalk account and a message says the Fibre order has been cancelled
- After contacting TalkTalk and the community forum and been given the run around, it turns out Openreach cancelled the order because the line can't support the speed.
- Left without any broadband by TalkTalk and can't order anything as the property doesn't show up on the system no longer.

Currently stuck without broadband because all checkers relying on Openreach don't allow any broadband faster than ADSL to be ordered. I'm guessing this is due to Openreach's database now having incorrect data and not entirely TalkTalk's fault. However this friend has gone from having internet to no internet now for coming up to 3 weeks.

TalkTalk customer service experience was horrible and suggested he go back to Sky, but obviously can't order what he previously had because of the Openreach database being incorrect.

What is one to do? TalkTalk won't talk to Openreach because he doesn't actually have broadband with them, just the phone line. You can't contact Openreach directly as they're a wholesaler. I'm just posting here for some help on his behalf because I don't know what can be done.

Any advice would be appreciated.
Standard User Chippy_Tea_
(experienced) Sun 19-Jul-20 16:52:29
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Re: TalkTalk terminated broadband after switching from Sky


[re: moogles] [link to this post]
 
After contacting TalkTalk and the community forum and been given the run around, it turns out Openreach cancelled the order because the line can't support the speed.


Have you tried online live chat i have found them better than phone support when i have needed them (which has not been often in my 10+ years with them)

Use the "Chat now" link half way down the page - https://community.talktalk.co.uk/t5/Articles/Our-liv...
Standard User moogles
(newbie) Sun 19-Jul-20 17:05:36
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Re: TalkTalk terminated broadband after switching from Sky


[re: Chippy_Tea_] [link to this post]
 
In reply to a post by Chippy_Tea_:
After contacting TalkTalk and the community forum and been given the run around, it turns out Openreach cancelled the order because the line can't support the speed.


Have you tried online live chat i have found them better than phone support when i have needed them (which has not been often in my 10+ years with them)

Use the "Chat now" link half way down the page - https://community.talktalk.co.uk/t5/Articles/Our-liv...


I have used the live chat but the "chat now" link doesn't show up. Maybe because it's closed but I noticed I can't access it after using it once.

Either way I used live chat and they went through the modem troubleshooting so I did that for my friend. I did explain that the account section says there is no internet/the order was cancelled but just went ahead with what they were saying anyway.

In the end they said they'd send an Openreach engineer out who never turned up. This was just under 2 weeks ago.

FYI the line actually works and there is a dialtone, and the number can be rung. I have got my friend to post on the TalkTalk forums and initially no one from TalkTalk posted to help. About a week after I got him to tag some OCE's then PM one of them to try and help.

OCE Chris responded and looked into it. He confirmed Openreach cancelled the order and said to speak to the Order team on the phone to place a new order. However they, just as the website say he can't get anything more than ADSL between 4-8Mb speeds. There doesn't seem to be a person that understands at TalkTalk but from what I understand it's because of what Openreach reports.


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Standard User robertcrowther
(committed) Sun 19-Jul-20 17:08:25
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Re: TalkTalk terminated broadband after switching from Sky


[re: moogles] [link to this post]
 
After reading your post, it looks like the Sky sales person may have checked on their system and found that really the line could not take the higher speeds (it was very bad of them not to tell the person who's line it is of this).

Instead the Sky sales person advised that they did not cancel their service and instead contact TalkTalk direct in order to try and order the service (at which point if the order goes through successfully and the service is given, then contact Sky again for them to take over the line and cancel the 40Mb service from them)

Really Sky should activate the original service that was provided

It's possible that the FTTC cabinet is now full and that is why it's only showing ADSL speeds

Edited by robertcrowther (Sun 19-Jul-20 17:14:47)

Standard User moogles
(newbie) Sun 19-Jul-20 17:13:15
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Re: TalkTalk terminated broadband after switching from Sky


[re: robertcrowther] [link to this post]
 
In reply to a post by robertcrowther:
After reading your post, it looks like the Sky sales person may have checked on their system and found that really the line could not take the higher speeds (it was very bad of them not to tell the person who's line it is of this).

Instead the Sky sales person advised that they did not cancel their service and instead contact TalkTalk direct in order to try and order the service (at which point if the order goes through successfully and the service is given, then contact Sky again for them to take over the line and cancel the 40Mb service from them)

Really Sky should activate the original service that was provided


I left out a lot more information to be brief but the phone call with Sky was just to inform them of cancelling. They did not know what services my friend was going to get just that it was with another provider that isn't "Virgin" as it would be through the phone line.

TalkTalk are the ones that allowed the order to progress until termination of Sky, and then left him with no internet.

Sky have done really well as they closed down the account once it was taken over and sent a final bill in good time. They advised not to cancel the line because the new provider will take it over and if he had cancelled there would have been a small period where the line was inactive until re-activated. This way was much better and should work smoothly, as he has switched in the past like this (as have I)
Standard User robertcrowther
(committed) Sun 19-Jul-20 17:18:30
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Re: TalkTalk terminated broadband after switching from Sky


[re: moogles] [link to this post]
 
Even though the customer didn't cancel the service directly, TalkTalk did. This is why I always give the advice to people that are ordering a new product type to order a new line first and not switch as if there is a problem then they are not left without internet.

If the cabinet is full, then the person will have to wait until either capacity is added to the cabinet or another customer cancels their service.
Standard User Oliver341
(eat-sleep-adslguide) Sun 19-Jul-20 17:22:37
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Re: TalkTalk terminated broadband after switching from Sky


[re: robertcrowther] [link to this post]
 
In reply to a post by robertcrowther:
After reading your post, it looks like the Sky sales person may have checked on their system and found that really the line could not take the higher speeds (it was very bad of them not to tell the person who's line it is of this).

I do not think Sky has any part to play in this problem, it's down to TalkTalk for selling a service they cannot provide. Yes, maybe also Openreach if their database is wrong, but that's not who the customer contracts with.

Oliver.
Standard User robertcrowther
(committed) Sun 19-Jul-20 17:27:11
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Re: TalkTalk terminated broadband after switching from Sky


[re: Oliver341] [link to this post]
 
In reply to a post by Oliver341:
In reply to a post by robertcrowther:
After reading your post, it looks like the Sky sales person may have checked on their system and found that really the line could not take the higher speeds (it was very bad of them not to tell the person who's line it is of this).

I do not think Sky has any part to play in this problem, it's down to TalkTalk for selling a service they cannot provide. Yes, maybe also Openreach if their database is wrong, but that's not who the customer contracts with.


It depends if Sky knew that they could not get a faster speed, as I would have thought the Sky sales person would have checked on their system to see what was available (normal practice for Sky), this is why the advice given was to " Sky suggested don't cancel, just order with TalkTalk"
Standard User moogles
(newbie) Sun 19-Jul-20 17:33:01
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Re: TalkTalk terminated broadband after switching from Sky


[re: robertcrowther] [link to this post]
 
In reply to a post by robertcrowther:
Even though the customer didn't cancel the service directly, TalkTalk did. This is why I always give the advice to people that are ordering a new product type to order a new line first and not switch as if there is a problem then they are not left without internet.

If the cabinet is full, then the person will have to wait until either capacity is added to the cabinet or another customer cancels their service.


I hadn't thought of that, but I guess he also wanted to keep his number. Unless you can order a new line and keep your old number? I don't see why the cabinet should be full, he is still connected with a landline and his number, just no broadband. Or is connection to a cabinet and having a phone line mutually exclusive?

In reply to a post by Oliver341:
In reply to a post by robertcrowther:
After reading your post, it looks like the Sky sales person may have checked on their system and found that really the line could not take the higher speeds (it was very bad of them not to tell the person who's line it is of this).

I do not think Sky has any part to play in this problem, it's down to TalkTalk for selling a service they cannot provide. Yes, maybe also Openreach if their database is wrong, but that's not who the customer contracts with.


Yes from what I've been told and involved in Sky have been helpful. In fact he's trying to go back to them and from the contact he's had with them they've said they've seen he had faster broadband before and are looking into it so he can order. So he's got more hope with getting it sorted with them than TalkTalk.

The main annoyance is that TalkTalk have caused the problem and aren't being that helpful (even to the point that the order team deny that he even has any phone line or services with TalkTalk, when the account page online shows his phone number is there). I'm just surprised you can have something working and then suddenly go to nothing and not be able to get access anymore even to your old service.
Standard User robertcrowther
(committed) Sun 19-Jul-20 17:37:13
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Re: TalkTalk terminated broadband after switching from Sky


[re: moogles] [link to this post]
 
The phone line is connected to a different cabinet to the broadband part when it comes to FTTC.

It does sound like you might get better progress with Sky, but may take some time getting things back to the way they were.
Standard User Oliver341
(eat-sleep-adslguide) Sun 19-Jul-20 17:39:22
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Re: TalkTalk terminated broadband after switching from Sky


[re: robertcrowther] [link to this post]
 
In reply to a post by robertcrowther:
The phone line is connected to a different cabinet to the broadband part when it comes to FTTC.

He was already on FTTC before the order.

Oliver.
Standard User robertcrowther
(committed) Sun 19-Jul-20 17:42:24
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Re: TalkTalk terminated broadband after switching from Sky


[re: Oliver341] [link to this post]
 
In reply to a post by Oliver341:
In reply to a post by robertcrowther:
The phone line is connected to a different cabinet to the broadband part when it comes to FTTC.

He was already on FTTC before the order.


Indeed, but isn't now (which is the problem)
Standard User Oliver341
(eat-sleep-adslguide) Sun 19-Jul-20 17:45:26
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Re: TalkTalk terminated broadband after switching from Sky


[re: robertcrowther] [link to this post]
 
In reply to a post by robertcrowther:
Indeed, but isn't now (which is the problem)

In which case Sky can't reactivate the original service as you previously suggested.

Oliver.
Standard User broadband66
(knowledge is power) Sun 19-Jul-20 17:45:39
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Re: TalkTalk terminated broadband after switching from Sky


[re: moogles] [link to this post]
 
Can outgoing calls be made? If so then the line is still going through someones system and hasn't been ceased.

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 17:48:01
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Re: TalkTalk terminated broadband after switching from Sky


[re: Oliver341] [link to this post]
 
In reply to a post by Oliver341:
In reply to a post by robertcrowther:
Indeed, but isn't now (which is the problem)

In which case Sky can't reactivate the original service as you previously suggested.


Obviously you haven't read all the replies that I have posted. As I have made it very clear that it's not a simple process for getting the service back

1. Sky may have to take back the line (though it may still be with Sky as the order with TalkTalk was cancelled
2. A new order has to be made with Sky for broadband once Sky has the line back
3. Engineer then needs to do the work at the cabinet in order to get the broadband back (Only if there is capacity)

Edited by robertcrowther (Sun 19-Jul-20 17:51:42)

Standard User Oliver341
(eat-sleep-adslguide) Sun 19-Jul-20 17:49:40
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Re: TalkTalk terminated broadband after switching from Sky


[re: robertcrowther] [link to this post]
 
In reply to a post by robertcrowther:
Obviously you haven't read all the replies that I have posted. As I have made it very clear that it's not a simple process for getting the service back

Indeed, but this line made me think you thought otherwise:

In reply to a post by robertcrowther:
Really Sky should activate the original service that was provided


Oliver.
Standard User moogles
(newbie) Sun 19-Jul-20 17:50:59
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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:
Can outgoing calls be made? If so then the line is still going through someones system and hasn't been ceased.


I don't think I've said the line was ceased. Just that it was taken over when switching ISP's.
When I visited to troubleshoot the connectivity issue and have a look I did ring the landline and it worked. Could hear myself over the phone through my mobile. Didn't try and outgoing call though.
Standard User broadband66
(knowledge is power) Sun 19-Jul-20 17:51:31
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Re: TalkTalk terminated broadband after switching from Sky


[re: robertcrowther] [link to this post]
 
How much is a new line? People look to save money not spend more. I'm sure 90%+ of connection changes go through with no issues.

Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
Standard User broadband66
(knowledge is power) Sun 19-Jul-20 17:54:09
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Re: TalkTalk terminated broadband after switching from Sky


[re: moogles] [link to this post]
 
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?

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 17:54:21
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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:
How much is a new line? People look to save money not spend more. I'm sure 90%+ of connection changes go through with no issues.


Easy enough to cancel a line as soon as the new service goes live (only costs for that day) and saves a ton of money if you can't get service.
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.
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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