This topic

Switching from TalkTalk to BT

meself1 — Sun, 28 Jan 2024 18:52:09 GMT

My mother-in-law needs to leave TalkTalk as they're woeful, and I've suggested BT. She needs to move her landline as well as broadband. I keep reading, e.g. on moneysupermarket.com that this should be trivial and that the new ISP (BT in this case) would handle all the cancelling of the old contract (which is past its initial compulsory period). However, BT's own site says:

If ordering full fibre broadband with BT, you’ll need to cancel your broadband and TV package with your current provider if you have:

A copper or fibre broadband service

So which is it? Does she have to go through cancellation hell with TalkTalk or will BT just handle it?

Re: Switching from TalkTalk to BT

licquorice — Sun, 28 Jan 2024 18:58:15 GMT

If you are moving from a copper delivered service to a copper delivered service, the gaining provider does everything.

If you are moving from a copper delivered service to a full fibre service, you need to cancel the old service as well as ordering the new service.

Re: Switching from TalkTalk to BT

meself1 — Sun, 28 Jan 2024 19:00:45 GMT

What about fibre to fibre?

Re: Switching from TalkTalk to BT

licquorice — Sun, 28 Jan 2024 19:08:30 GMT

Fibre or full fibre?

I can't say for sure, but I would expect full fibre to full fibre should also be gaining provider led.

Re: Switching from TalkTalk to BT

iniltous — Sun, 28 Jan 2024 19:20:06 GMT

There is a difference between fibre and full fibre , if you are looking at BT and are not offered speeds like 500 and 900Mb ( even if they are not what you would chose ) then it’s probably FTTC ( fibre to the cabinet ) that’s not full fibre , so by ordering with BT , your Talk Talk ( presumably based on Openreach) service should be ceased as a consequence of joining BT , but you get confirmation anyway, the losing provider sends a ‘sorry to see you leave’ communication ( letter-email ) ,

If you don’t receive one it’s worth asking why , but if the phone number is to be moved to the new provider then that in itself should cease the old provider service.

With the proliferation of Alternative Networks as well as Virgin , there is always the possibility that someone may be moving from a non Openreach network to BT , hence the caution, if your MIL wasn’t on Openreach with Talk Talk, then that other provider would need notification separately as the Openreach switching process wouldn’t automatically let the old provider know of the consumers intention to swap providers

Re: Switching from TalkTalk to BT

meself1 — Sun, 28 Jan 2024 19:20:49 GMT

My feeling after reading these replies is that there are so many possible caveats that the only failsafe solution is for her to bite the bullet and cancel her TalkTalk contract first. I hope her 85 year old heart can handle the stress!

Re: Switching from TalkTalk to BT

licquorice — Sun, 28 Jan 2024 19:27:08 GMT

No, it has to be done correctly or it causes even more problems.

If she is moving like for like then it is gaining provider led and cancelling will cause issues.

Re: Switching from TalkTalk to BT

Keith_Beddoe — Sun, 28 Jan 2024 19:30:02 GMT

If she is moving to a copper based connection with BT, then cancelling with TT will result in the BT order failing, as there would be a pending cease on the TT service.

All you need to do is to find out what BT package she is going to order, and that will tell you whether its copper or full fibre.

Bear in mind that if its full fibre, there can be delays in installation and its often best to wait until its actually working, before cancelling the TT connection.

If its a copper connection, then just leave it all to BT to deal with.

Re: Switching from TalkTalk to BT

meself1 — Sun, 28 Jan 2024 19:45:09 GMT

Chaps, I appreciate the advice and help, but I feel we're going round in circles. Her TT connection was set up by her now deceased husband. She has no clue as to the type of broadband she has, and so just wants to get a new provider to just migrate everything. Is there no other provider (doesn't have to be BT!) that can take this on in this day and age?

Re: Switching from TalkTalk to BT

garybs29 — Sun, 28 Jan 2024 19:47:18 GMT

@meself1 What speeds is she getting now & what speeds are being quoted by BT, if you can provide these we should be able to give an answer

Re: Switching from TalkTalk to BT

meself1 — Sun, 28 Jan 2024 19:51:30 GMT

@garybs29 I don't have her information to hand and so this will have to wait until next time I pop over to hers. Thanks anyway.

Re: Switching from TalkTalk to BT

VeteranISPUser — Sun, 28 Jan 2024 19:53:31 GMT

Hi @meself1 Do not cancel TalkTalk as this will result in her losing her telephone number. Order BT (or other provider) first to get the best result. You can always cancel TalkTalk if needed afterwards.

Re: Switching from TalkTalk to BT

licquorice — Sun, 28 Jan 2024 19:53:43 GMT

Bear in mind the move to BT will involve her landline being moved to Digital Voice. A move to another supplier may involve the loss of landline completely.

In what way is Talk Talk a problem, it may be better to just stick with them.

Re: Switching from TalkTalk to BT

garybs29 — Sun, 28 Jan 2024 19:54:14 GMT

Can i suggest you do wait then, there are processes that are best to follow (as already mentioned) & once full info is available it can be 100% answered but if iit involves porting of a number 100% don't cancel her current connection

Re: Switching from TalkTalk to BT

meself1 — Sun, 28 Jan 2024 20:52:21 GMT

TT is overly expensive what she gets, plus there's been a constant echo on her landline which they've been unable to fix for over a year. Even a visit from one of their engineers failed to solve that problem.

Re: Switching from TalkTalk to BT

DonnyGuy — Sun, 28 Jan 2024 21:22:44 GMT

The echo on the landline is because TalkTalk use MPF or LLU (their own equipment in the local exchange).

If you place an order with a new provider and opt to keep the telephone number, it should trigger a ‘sorry you’re leaving’ notification from TalkTalk.

There is a copper to fibre migration journey built these days. My friend ordered full fibre from Sky and that ordered triggered the cease order on their BT service (copper broadband with digital voice).

So go ahead and place the order.