Ongoing Issue Porting a Number from TalkTalk to BT Digital Voice – Need Help

[iniltous]

BT are wrong by stating that we cannot have x2 isps providing separate connections simultaneously into one postal address ? 

why are you asking BT ? , unless you want  your MIL to be a BT customer as well as you, ask the ISP your  MIL wants to join , but this is a nonsensical question anyway , you already have two lines ( well accounts )  at a single address , it’s (apparently if what you say is correct ) that the Talk Talk service isn’t  working , the  TT service is already for the same address as the BT service, as you state the TT account is ‘live’  even if it isn’t working at the address it’s recorded against.

Can you provide any evidence to back that up? 

Many people will have two lines at their addresses ,  usually a business line and a residential one but  it doesn’t need to be  one business one , can be any combination you like ,  can I supply direct  evidence, No , but then that’s not really my ‘job’ to do so,  it’s not like it’s an outlandish claim , think of a large house with staff ,  they will only have 1 line ? , and the same principle applies to any house , of course getting a second line in may be difficult to supply , especially in underground fed areas , that’s why there should be an installation fee, but it’s nonsense to think it’s not allowed, there will be many people that work from home with a personal  ‘line’ and one their employer provides for ‘work’ , or just a throw back to where dialup internet made the phone line busy so they got a line just for the internet …..there won’t be many like that now , but it proves the principle, plus if it were not possible, why did BT take your order ….thats if you ordered a second service and were clear it was a second service , why was that order taken , you say you were clear that it wasn’t a takeover of the TT service 

I'm not savvy in that area , so would like to present that to them.

Why are you presenting anything to BT, your BT service is working , this issue has nothing to do with BT , yet you continually mention BT , even posting here isn’t really relevant as your BT service is working , it’s a TT service that isn’t .

That way this issue could be resolved.

Not by BT , it’s not a BT problem 

She could have her service alongside ours..

Her TT service needs restoration to work alongside  BT service .

She wanted to leave talktalk , but she cannot set up a new account in this property because that Nad key is tied to me (that's what they told me)

Her choice of provider is up to her , the NAD key thing is completely irrelevant.

Talktalk (I'm assuming you're not knowledgeable in dealing with them)

Never used them .

Are an absolute nightmare to deal with .

Apparently so 

I took it upon myself to help because my MiL is old and vulnerable. And her partner whom she lost a few years back , would normally deal with all this.

sorry about that .

They won't just reconnect her service and state that it would require a fresh order.

Why does a faulty line (if the account is active ) need a new order , it just needs TT to ask Openreach to repair it , even if the repair is effectively a new line because OR took the working line and transferred the BT service onto it , what OR  should have done back then , provide a second ‘pair’ of wires is what  they need to do now , this is dependent on your  the validity of your statement that the TT  still  have an active account for your MIL ,  and that service wasn’t officially ceased , if that were the case , it’s a different ball game .

But then cut you off , or pass you on.

nothing BT can do about TT customer service, this is a BT customer forum not a TT one 

BT caused the issue , by initially passing on info that was not correct.

incorrect , BT seem to have provided what you wanted , the issue seems to be Openreach disconnected  your MIL’s TT  service while providing your BT service , importantly this is only if what you  state is true , that  TT are still billing for your MIL service because it’s an active account , if they are then BT didn’t take over the TT service otherwise the TT account would no longer exist , what’s more TT would have sent her a letter saying ‘ sorry you are leaving’  and she would have thought ‘wait a minute, I’m not leaving’ and you would have thought ‘BT haven’t charged me anything to install a second line at my MIL , how strange that it’s free , something like a takeover is free , but not a second independent service isn’t ‘

Just wanted a little advice.

I’m afraid you seem to think BT are involved in restoring a TT service ,  the only advice is to get TT to supply what your MIL is paying them for  , by TT getting OR to fix the TT service, it’s really as simple as that .