The Crusader: Family's lifeline connection restored after switch deadlock

A month after losing their home landline number during a broadband provider switch an older mum and her disabled son have their vital service reconnected.

Just as relieved as them is adult son Nick Mason who struggled to help his mother Brenda and adult brother Tom overcome the digital stalemate and fathom the processes that had caused it.

++ If you've been affected by this issue or feel you've been a victim of injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk ++;

"Mum is in her late 70s and Tom is mentally very vulnerable, they need that line, it's a medical contact requirement for his care and it's their number that all of us know so vital security and peace of mind. It was a condition of the switch that the number was retained," Nick explained to Crusader.

Brenda and Nick took all the right steps when transferring her package from TalkTalk to Vodafone which they found straightforward.

But after five days the line was still not working. The family tried many times and spent several hours trying to sort it out with Vodafone. "We seemed caught between the activation process and the section handling our complaint," recalls Nick.

"Customer complaints did call to find out the state of things and then it went to support and the specialist care team. But we're still in limbo and very worried."

Crusader got in touch with both providers who appreciated the matter was becoming urgent. The line is now working and the router reset. Phew! [names have been changed]

What to know before you change broadline and landline provider

The new One Touch Switch (OTS) system was introduced a year ago to make changing broadband and landline providers simpler for customers, so long as that does not involve any penalty for breaking a contract. The new provider handles the cancellation requesting the transfer, but it's a process that involves several parties including the network operator and companies offering a service. A line takeover is finely timed and can only happen after a customer's existing service has ended as it's designed as a safeguard to prevent someone losing their service by mistake. Following a request, a number can go into a holding state waiting for the new provider to claim it. Glitches can occur and if there's a wrong date given it can block the process. The same can apply if the transfer request is made too late and it falls into a digital black hole. So if you hit a transfer brick wall, double check that element when trying to get things moving again. Customers experiencing difficulties do go to providers' shops and retailers may try to help, but the company's complaints/customer service avenue is ultimately the correct course for customers. Keep a record of responses. Most transfers do go smoothly, but ask how many days it will take before going ahead so you can factor that in.