Oh God not Talk Talk

Found 5th Jan 2008
So I consider myself an expert when talking to Talk talk now, they are the worst of the Worst. My uncle signed up one year ago to an 18 month contract where he gets free internet, so we thought. One year later he still cannot connect.

We have been through customer services, first line support and finally 2nd line support hundreds of times. So finally after two new modems and many many line tests we are at a stand still. The last thing we did, was take off the bottom half of the main BT phone socket and plugged in the modem into the hidden phone socket inside which patches straight through to the exchange, without any interference from any other devices or extensions in the house.

We called back second line support after 72 hours, which allowed them enough time to do all there checks, once a new fault was opened. Then they would have the standard 48 hours in which to contact the engineers, before the fault automatically closed and we would have to start all over again.

We have now been told the line is ok, but there must be a fault with our line connection and we would have to pay 160 pounds for a BT engineer to come out. But, they have changed thier tune as they were going to send one for free as we did the direct test through the hidden secret socket? Surely if we pay them the line rental then they are responsible and not BT?

Any ideas anyone as complaining to customer services gets you put through to second line support, whom get first line support to phone you back and then put you back through to second line support, a vicious circle????
Community Updates
So you get no synch at all? What Talk Talk (should) do is contact Openreach (A BT Group Company) and raise a fault with them. They are right about the charge, however if you are adamant that you none of the routers work in the test socket of the NTE5 you have nothing to worry about. What "should" happen if you accept an engineering visit is the Openreach Engineer will call on Behalf of talk talk, He will more than likely check for synch using his laptop and voyager 105 modem at your NTE5, should he not get synch he has proved the fault out of the house, and you won't be charged. He would then break your copper pair down in the network checking for synch more than likely at the midway point, if he gets synch here the problem lies between the PCP (green cabinet boxes you see everywhere) and the NTE5 it would then be upto the engineer to improve/change your copper pair so that service could be provided. If however the modem does not synch at the PCP the problem lies on either the e side network or in the exchange. The engineer will probably break the pair down in the exchange and test and on the MDF (main distrubiton frame) for synch, if he gets synch here, its likely to be a fault on the e side (cables between the excnhage and the PCP) again the engineer can and should change this. Should it not synch in the exchnage it's probable that it's talk talks/opal telecoms equipment at fault and again the engineer can change this (dependent on time) if the fault is proved onto Talk Talks ADSL equipment they will get charged for the visit.
If your 100% you have no synch at the test socket of the NTE5 ask for a engineering visit as you have nothing to worry about.
Thank you so much for your reply, we have tried direct conection to the test socket and to be honest my uncle has not touched the bt lines ever since he has owned the property, for some ten years. Kind regards Els
No probs, let me know how you get on
I have had talktalk and it is pretty good. Telephone bill is the same as bt but you get free internet. Though the telehone line quality is lowered. Also i am like a few blocks from the telephone exchange so my interent is pretty fast compared to others.
Hope someone can give some advice here, a friend has just moved into a new flat in Glasgow and tried to set up a TalkTalk account with broadband. However she was told that the line has been disconnected, she knows the previous owner who had the place rented out before and he says the line shouldn't have been disconnected and that BT have tried to say this in the past. Problem is that BT are now saying that to reconnect the line (said something about it being a 'bronze' line, as in gold/silver/bronze) it will cost £125 as an engineer needs to be sent out.

Just worried as it's a big expense after moving house and wondered if anyone had any tips or previous experience of this? They did say that if she took BT's service then they would charge it half-price, but if she still wanted TalkTalk then it would not only cost the £125 reconnection fee, but also a £70 disconnection fee to go with TalkTalk??? Just feels like she's being ripped off! Any advice would be useful!

All she really wants is a broadband connection so I suggested possibly getting a "walk 'n' web" type thing so she didn't need a landline, but it's a bit more expensive than just the normal TalkTalk charges and you don't get any free calls with it either (unless Skype).

Not alot you can do.
from the Telegraph.co.uk
Stressed homeowners moving house may be forced to cough up £200 just to move their existing phone line.
Research by price comparison site uSwitch.com has found that customers could have to pay up to £195 if they want to move their existing phone service to a new address - or pay exit fees to their existing provider.
Customers of TalkTalk and Tiscali are likely to have to pay the £195 charge while BT Retail customers and those of Toucan, Madasafish and Pipex do not have to.
The research has led to a bitter war of words between telecoms companies. BT and uSwitch say the costs are incurred because some providers choose not to follow a voluntary home-moving process set up for telecoms providers - and leave customers to fend for themselves. The providers concerned say it is all down to BT and the crux of the issue is so-called local loop unbundling (LLU).
What is LLU?
Local loop unbundling (LLU) is central to the issue. LLU was intended to increase competition and allows companies such as TalkTalk, Tiscali, Toucan and Pipex to place their own equipment in BT exchanges, connect to customers' homes and offer bundled deals of line rental, calls and broadband. Customers are typically tied in for 12 or 18 months.
About 1,000 of the UK's 6,000 telephone exchanges are "unbundled". In the others customers can either rent a line directly from BT or via a telecoms provider which rents lines from BT Wholesale.
Alternatively they can get a line from Virgin Media which runs the cable network, independent of BT.
It is LLU customers who are likely to face high costs when they move house. If a customer moves to a house where the previous owner's line is unbundled, Openreach - BT's wholesale arm - has to carry out engineering work to take the line back over from the LLU provider before it can be activated.
As a result, a charge of up to £124.99 is passed back to the customer. uSwitch estimates that at least 350,000 customers have moved to homes with unbundled lines this year, at a cost of £44m.
The home-moving process
If you are out of contract there is no obligation to continue with the same provider when you move house. But if you are in contract with Tiscali or TalkTalk - or want to stick with one of these providers - it starts getting complicated and expensive.
At the moment customers of TalkTalk and Tiscali have to contact BT Retail themselves to set up their landline, and on doing so are tied into the terms and conditions of a BT Retail contract. As of May 1 this year, this means they have to pay a £124.99 connection fee and are liable to a minimum 12-month contract. Should they wish to leave BT to resume their service with TalkTalk or Tiscali, they must pay BT £70 to exit their contract.
If a customer decides to simply have their phone service with BT but are still in contract with another supplier (for example, because they signed up for an 18-month deal and moved house after a year) there will be a penalty charge to pay; TalkTalk, for example, charges £10 for every month remaining on the contract - but this, it says is likely to change.
TalkTalk also says it will change its home-movers process early next year and has already piloted a new service. "It enables us, rather than the customer, to arrange for the landline to be activated and means customers will not have to sign up to a BT contract," says a spokesman.
USwitch says the current process puts customers in a "lose-lose" situation - either they pay to leave their existing supplier, or pay to leave their new BT contract.
BT already has a home-movers process in place which lets customers dodge these extra costs and means the existing provider can manage the transfer process on the customers' behalf. Pipex and Toucan do this but Ofcom says some companies - such as Tiscali - "for operational reasons" choose not to follow the process.
Steve Weller of uSwitch says it is time for phone companies to stop passing the buck. "Companies are more than happy splashing out to acquire new customers, but are prepared to drop them in a flash as soon as the going gets tough. It's clear having to set up a phone line on the customer's behalf when they move is either too expensive or too cumbersome for some companies to bother with. They would far rather drop the customer and cherry pick a new one that is already settled on a BT line," he says.
Tiscali lays the blame firmly at BT's door, accusing the telecoms giant of being uncompetitive. "It is BT Retail that gains – forcing the customer into a new 12-month line rental contract with BT and at the root of it is BT Openreach which has not built an equivalent MAC migration process for broadband customers on fully unbundled LLU," says Tiscali spokesman Jody Haskayne, "Our hands are tied. BT Retail levies these charges and the Tiscali customer is discriminated against when they move home."
But BT says there is no technical impediment to prevent all telecoms providers from holding on to the customer throughout the home-moving process. "Openreach has systems in place which allow providers to offer their customers a seamless transfer, although some have chosen not to implement it for their own commercial reasons," says a spokesman.
What should home-movers do?
If possible, do not sign up for a new 12-month phone contract with any provider if you think you will be moving house within the next year. If you are renting, avoid signing up to a company whose contract length is longer than your rental agreement. If you do commit to a contract, choose your landline provider carefully - BT, Pipex, Madasafish and Toucan make it easier when you move.
Check whether the line at your new home has been unbundled. If it has, you will have to pay up to £124.99 for the line to be activated. If there is no BT phone line at your new address be aware that getting one could take up to two weeks so plan ahead - as well as costing £124.99 if an engineer is involved.
Weller recommends phone company Madasafish, which was bought by BT earlier this year; it takes customers into its fold whether they have a landline or not. "If they don't, it makes all the necessary arrangements to set customers up and they are free to leave after a month without having to pay an exit fee - although, with line rental and unlimited evening and weekend calls for £9.99 a month, customers may well decide to stay put," he says.
If you are with Virgin Media be aware that only about half the country has access to cable. Cable customers still within their fixed contract but moving into a non-cabled area have two choices. They can either take up Virgin Media's landline phone service, setting themselves up on a BT phone line as a first step, or they must pay their way out of their existing Virgin Media contract at £10 for every month remaining.
Who's them 2 puppets in your avatar? Vaguley remeber them doing scarey stories or summit, Irish Voices they had (altoghu sounded like Zig and Zag also).
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