My 84-year-old father is selling his retirement flat. Out of the blue, TalkTalk, his network and phone provider, said that his line would cease because the buyer of his flat had transferred it to BT. The contracts on the sale haven’t yet exchanged. Soon after, the phone and broadband went dead. TalkTalk confirmed the line had been transferred to BT by the buyer and BT said only TalkTalk could reverse it.
SF, Deal, Kent

It’s extremely concerning that a third party could take over a phone line so easily – and that TalkTalk was content to leave a shielding pensioner without a lifeline. It blamed a “technical error” and refunded his final invoice plus an extra £50. The contrite buyer also tried and failed to reverse the premature switch, so suggested your father use the new BT line, which has a different phone number and his calls will appear on the buyer’s bill.

Email your.problems@observer.co.uk. Include an address and phone number. Submission and publication are subject to our terms and conditions.