Migrated from TalkTalk but still being billed :: TalkTalk Broadband

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uno
(isp) Sun 25-Dec-22 14:25:55

Re: Migrated from TalkTalk but still being billed

[re: Freemental] [link to this post]

I'd say the offending party is Vodafone.

You have two lines at the address.

A SoGEA one (which is likely Vodafone)
A MPF one (which is Talk Talk, as Vodafone don't use MPF).

Text
1 23	Line access ID/number Product type Location ADSL ready Pending cease xxxxxxxx SOGEA Yes Noyyyyyyyy MPF Yes Yes (03-Jan-2023)

The xxxxxx/yyyyyy are the respective line IDs.

I'd guess that Talk Talk took your cease and set it for 3rd Jan. If Vodafone had taken over the line, that itself wouldn't have been possible.

Unfortunately, everything points to Vodafone not doing something correctly and what Talk Talk advised, at least, seems correct.

Matt

uno Communications
t: 0333 773 7700
uno Speedtest

Edited by uno (Sun 25-Dec-22 16:29:03)

The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).

Freemental
(newbie) Mon 26-Dec-22 08:37:24

Re: Migrated from TalkTalk but still being billed

[re: uno] [link to this post]

Hi Matt

You have been a great help on this issue and thank your for you help on this very confusing and frustrating issue. After spending hours on the phone to both why couldn't one of them tell me the situation !!!

So if i understand this correctly Vodaphone implemented a new line activation and not a migration ?

Also when the cease goes into place on the 3rd of January will the line be disconnected completely .ie i lose all internet connect from Vodaphone too ?

Cheers

j0hn83
(knowledge is power) Mon 26-Dec-22 12:01:45

Re: Migrated from TalkTalk but still being billed

[re: Freemental] [link to this post]

So if i understand this correctly Vodaphone implemented a new line activation and not a migration ?

Yes.
Migrations don't need engineers to visit. The fact Vodafone sent an engineer for a migration was a big red flag in itself.

Also when the cease goes into place on the 3rd of January will the line be disconnected completely .ie i lose all internet connect from Vodaphone too ?

Only Talktalk's line will be ceased. It isn't even connected in your property so it will have no effect. The vodafone line will continue to function.

I'm a bit puzzled how Vodafone managed to take over your active Talktalk number during a new line activation without Talktalk even noticing it.

Edited by j0hn83 (Mon 26-Dec-22 12:04:53)

Freemental
(newbie) Mon 26-Dec-22 13:44:53

Re: Migrated from TalkTalk but still being billed

[re: j0hn83] [link to this post]

Dear me sounds like a bit of mess !!!

I will chase this up with Vodaphone when the Bank holidays are over and see what they say.

Thanks all

uno
(isp) Mon 26-Dec-22 15:51:38

Re: Migrated from TalkTalk but still being billed

[re: j0hn83] [link to this post]

In reply to a post by j0hn83:
Yes.
Migrations don't need engineers to visit. The fact Vodafone sent an engineer for a migration was a big red flag in itself.

Not entirely impossible, though. The SVR could have been set to standard or premium and a migration could have happened with the visit, mostly where the CP wants to ensure wiring correct, or specific hardware install steps are completed.

To the OP: just confirm that your phone line is plugged in to your Vodafone router and that you can make and receive calls on your normal/original phone number you had with Talk Talk and that the telephone is not connected to the old voice line.

It could be that Vodafone did give you a new number and whatever the setup is at the address now, you've still been using the Talk Talk line to make/receive calls.

Matt

uno Communications
t: 0333 773 7700
uno Speedtest

The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).

4M2
(knowledge is power) Mon 26-Dec-22 18:03:22

Re: Migrated from TalkTalk but still being billed

[re: uno] [link to this post]

In reply to a post by uno:
It could be that Vodafone did give you a new number and whatever the setup is at the address now, you've still been using the Talk Talk line to make/receive calls.

Also any chargeable outgoing calls might have been indicated on recent TT bills? Even if the TT MPF line was disconnected at the NTE5 (and no calls possible) then line rental and the broadband service could still be charged for by TT if the migration was not handled correctly - i.e. TT MPF cease etc.?

Edited by 4M2 (Mon 26-Dec-22 18:44:03)

Freemental
(newbie) Tue 27-Dec-22 14:41:04

Re: Migrated from TalkTalk but still being billed

[re: uno] [link to this post]

Hi All

TalkTalk Customer service contacted me today and they have refunded my account for the unused service along confirming my account with them will be ended on the 3rd of January. The representative was really good btw and was pleasant to talk too

I am still not sure what exactly happened tbh and i cant check the landline as i have never used it in over 10 years ( I don't even have a phone to plug into it, as i use my mobile exclusively ).

I wish to thank you all for all the advice you have provided in particular Matt for a better understanding on what went wrong with the migration smile

Cheers

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