It is now possible for TalkTalk customers to complete a Home Move for their telephone services through TalkTalk as apposed to having to return to BT. This prevents customers getting caught between providers and avoids contracts and cessation fees with BT.
TalkTalk have a dedicated home movers team to assist you in moving your service from one property to another. It is not possible for you to request keeping the same telephone number with TalkTalk, therefore once the line in your new property is activated you will get a new telephone number with a new account number. The account at your old property will be disconnected, no early termination charges would be applied to the account.
You should always try to give us plenty of notice before moving home. It takes 14 days to disconnect an LLU account so we need at least two weeks notice to get the account disconnected before you move out. Before we can start to provision a service for you at your new home the house needs to be in your name or your rental period must have begun. As soon as the house is in your name we can start the provisioning process for you. This usually takes 10-14 days for voice services. Broadband and LLU services will then follow. This can take up to 6 weeks in some cases.
New TalkTalk accounts are provisioned initially using our sister company Onetel. Their systems allow us to activate voice services. We then migrate the account onto TalkTalks systems after which time LLU and broadband services can be requested.
Any costs incurred in a home move depend very much on the phone line in your new property. If the line has been left active with no cease or stop pending then it is a simple process to get your service back to TalkTalk which incurs no cost to the customer and does not need to go though Onetel. It will take 10-14 days to provide line rental services or LLU. ADSL broadband would be connected if required once the landline was active.
If the line in your new property is stopped (you will still hear a dialling tone but will not be able to dial out) then this can be activated by TalkTalk via Onetel. This does not incur any cost to the customer. It will take 10-14 days to provide line rental services or LLU. ADSL broadband would be connected if required once the landline was active.
If the line in your new property is ceased (no dialling tone – only dead air) this can be activated by TalkTalk however charges would be applied to the account. This is because an openreach engineer is required to reactivate the line. The home movers team would be able to advise on the current cost for this.
If you are an LLU customer you would need to check availability for LLU services on your new exchange. This can be done by searching for the exchange at TalkTalk Exchange Capacity or www.samknows.com. If free broadband is not available on your new exchange then you would be able to leave TalkTalk without a cessation fee should you so wish. If you choose to go ahead with the broadband service with TalkTalk it would be charged at current rates.
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