Issues with Talk Talk

A question about : Issues with Talk Talk

Appreciate any advice! My partners mother has had a right old mess made of her broadband installation this week resulting in her losing her phone number that she's had about 30 years at the moment!

The background is as follows:

A few years ago she was with a company called f2s, at some point Talk Talk bought that company. It seems that during that phase of Talk Talks growth they decided to throw the f2s company into Talk Talk Business which I assume was a newly formed company. My partners mother doesn't recall being told that would happen and didn't realise anything had changed as the service continues and her bills stayed the same except they came from Talk Talk.

Recently her old laptop started playing up and she decided a new one was needed. At the same time we said to her about upgrading her broadband as it was so slow she couldn't even stream youtube videos.

So a couple of weeks ago my partner called Talk Talk and asked about upgrading to fibre. There was some discussions on the phone and it then was made clear to us that the line had been made into a business line even though there's never been a business at that location!

Anyway, the Talk Talk salesperson said that it would be fine, they could upgrade the line to fibre, the number wouldn't change nor would her email address. So they booked in an engineer, sent confirmation emails etc.. and that was that.

A few days later my partners mother called up and said she'd received a cancellation email for the new broadband! So we called up and no one seemed to know why, the eventual conclusion was that fibre wasn't available. So we queried why they had accepted the order etc.. and they changed their minds saying Oh yes it is available. So the whole thing was rebooked and once again they confirmed nothing would change regarding the phone number and email addresses.

On Monday this week the Broadband engineer turned up at the house expecting to install a brand new line! So once again a call was made to Talk Talk... this resulted in over 2.5 hours on the phone, being bounced from one department to another. My partner spoke to them, the engineer spoke to them and once again it was a shambles as no one could confirm anything. They tried to suggest that fibre wasn't available even though the engineer spoke to them and confirmed it was!

Then whilst on the call the Talk Talk employee tells my partner that the old line had just become inactive! This is without any new line being installed or activated. Some automated process I expect had kicked in. By now my partner was pretty annoyed and asked to get it sorted out no if's or buts. So the fibre was turned on the existing line (amazing consider it apparently isn't available!) but the old phone number was lost. Of course my partners mother is pretty livid, Talk Talk had confirmed the number would not change! Now we are waiting for Talk Talk's Chief Exec Office to call back although I'm not expecting much if anything from that.

Where does she stand regarding getting her number back? She is well within her rights to be pretty angry as the whole thing has been a shambles and all she was doing was upgrading with Talk Talk who she was already with!

Thanks

Best answers:

• (of Talk Talks growth they decided to throw the f2s company into Talk Talk Business which I assume was a newly formed company. My partners mother doesn't recall being told that would happen and didn't realise anything had changed as the service continues and her bills stayed the same except they came from Talk Talk.
  It was in the email from F2S.