topic Re: Digital Voice and Home phone not working in Home Phone

Digital Voice and Home phone not working

cruiseblogger — Mon, 02 Feb 2026 18:10:56 GMT

I dont know if its a co-incidence but our landline has stopped working today. Broadband internet is fine. Just the landline is completely dead.

In the meantime we have been waiting for the digital voice switchover. I have been constantly chasing progress for the past year as I know there have been delays. Anyway about 6 or 7 weeks ago we kept getting letters and text messages asking us to plug the phone line into the green port on the new WIFI Router hub, We tried contacting talk talk prior to xmas to say we dont have a NEW wifi hub. Its the same one we had four years ago. I couldnt get them to understand and all they kept saying is would we like a new contract so I gave up.

Now we get weekly text messages reminding us to plug the line into a new box we dont have, I have just spent half a wasted hour on the web chat to no avail.

I dont know how to get this resolved, the person on the chat is ignoring what I am saying about not having a new WIFI hub and just testing the phone. I know that youhave protocol procedures to follow but this is painful.

I just wand a simple answer and explanation and a new WIFI hub if we are due one so we can get this sorted.

Re: Digital Voice and Home phone not working

cruiseblogger — Mon, 02 Feb 2026 18:44:44 GMT

What is confusing us is when we dial the landline from our mobile, we get a sorry cant take your call message, which is not the message we have on our handsets. when we pick it up to dial out there is no dial tone.

I dont know if this is two seperate issues or the fact that we cant get anywhere with sorting digital voice switchover out

Re: Digital Voice and Home phone not working

Gliwmaeden2 — Mon, 02 Feb 2026 21:45:58 GMT

Check back after 7am, @cruiseblogger, and before 5pm for forum staff replies, but for anything connected with a Full Fibre contract you will need to speak to the specialised team on 03451 720074 or through Chat.

Which router do you currently have? The hub2 or hub3 will be described as such in the labelling - my hub2 has a Digital Voice "use when instructed" label where a phone will go. It's not the latest model, therefore.

Helpful if you can name the make and model [the Hub2 and Hub3 are Sagemcom].

Re: Digital Voice and Home phone not working

Philile-TT — Tue, 03 Feb 2026 07:03:13 GMT

@Gliwmaeden2 thank you for the support.

Re: Digital Voice and Home phone not working

Philile-TT — Tue, 03 Feb 2026 07:05:35 GMT

@cruiseblogger please advise of you had attempted to contact full fibre.

Re: Digital Voice and Home phone not working

cruiseblogger — Tue, 03 Feb 2026 07:54:52 GMT

The router is a black one at least four years old. on the back it has one red port and 4 yellow ports, certainly no green one. Prior to xmas I did call the number on the letter from digital voice, I couldnt make he person understand that we hadnt recieved the 'new ' equipment and he just kept trying to sell me a new contract, so I gave up

I tried chat last night and asked to be put through to the digital voice team but after 40 painful minutes of going round in circles because , the person wanted to 'test this and test that instead of listening to what I was saying, hence I got nowhere and I couldnt get through to the right team.

the original letter we had stated simply when we have a date for your switchover we will be in touch, the in December we had a letter saying things are now progressing. No change to contract or phone number and no increase on billing(ours is currently fibre 65)

Then it says we previously sent you a wifi hub router but you can see we havent connected it. I cant connect it because we havnt had it and what should take me a simple 5 min call to say we havnt had it turns into hours of pointless chat and yes I have tried calling the number on the letters too to then find out I have got through to the wrong 'team'

Re: Digital Voice and Home phone not working

cruiseblogger — Tue, 03 Feb 2026 13:13:20 GMT

I have indeed and despite asking to be put through to the correct team, I get sent around in circles and then they try to sell me a new contract

Re: Digital Voice and Home phone not working

Philile-TT — Tue, 03 Feb 2026 13:18:18 GMT

I am really sorry you had to go through all this. I can see that your broadband is active showing that you are using full fibre data only. The fibre line is for the landline, are you using a normal handset or is it an handset that was delivered with the router?

Re: Digital Voice and Home phone not working

Gliwmaeden2 — Tue, 03 Feb 2026 13:33:54 GMT

The customer has said that NO router was delivered, @Philile-TT.

@cruiseblogger, did you specifically ask for VOIP with your full fibre order?

It has to be done at that time.

Re: Digital Voice and Home phone not working

cruiseblogger — Tue, 03 Feb 2026 17:27:04 GMT

We had letter in February LAST YEAR I requested option 3 on 21 feb 2025 which was Switch to Full Fibre with Digital voice I was also told we would still be able to use our normal phone

In March we had another letter saying there was a delay and you would contact us later

In December we had a letter saying we have an update on the move to Full Fibre with digital voice and it was being progressed. It also said WE HAVE SENT OU A WIFFI HUB ROUTER BT WE SEE IT HASNT BENE CONNECTED YET. Well I havent connected it because we havent had it and now keep getting text messages asking us to plug it in. and you would be in touch with the next steps. No contact with us has been made apart from the messages asking us to plug in

I cant seem to get the message through to anyone that we have not had the equipment and now we are wondering why our phone line is dead?

Re: Digital Voice and Home phone not working

Gliwmaeden2 — Tue, 03 Feb 2026 17:57:31 GMT

In the earlier Full Fibre days many customers had "copper leave behind", @cruiseblogger, so the older infrastructure for the landline, but the new installation for the full fibre Internet.

Then last year people got notifications that they'd need VOIP or have to start paying £12 monthly to keep the old line active, or just not use a traditional phone number at all.

So quite a lot has changed in the course of the past year - but was that what your February letter was referring to?

Have you had Full Fibre for some time before that and just not a new router?

The mystery remains as to why you've not been sent the hub 2 or hub3.

Most traditional landline phones should plug in no bother, but it will be helpful if you can clarify what model of handset you actually use - for when the correct type of router eventually arrives....

Staff will follow up on THURSDAY this week, as the forum will not be available for support tomorrow.

Re: Digital Voice and Home phone not working

Philile-TT — Thu, 05 Feb 2026 07:02:12 GMT

@cruiseblogger please let me know if you still require assistance with this?

Re: Digital Voice and Home phone not working

cruiseblogger — Thu, 05 Feb 2026 14:40:27 GMT

Yes indeed we do need help with this: Long and short of it phone line dead, no update on where we were at mid December, no new equipment etc.....................

Timeline

One year ago – February 2025 Had a letter

It said in brief ……broadband is provided by full fibre but our landline by old copper connection which is being retired. Its been provided at no extra cost. There will be an increase of 12 pm. However we are always looking to make sure you get the best value and listed options below:

Option 3 Switch to Full Fibre with digital Voice.

Keep your FF Broadband and get digital voice service to make calls over broadband line
No increase to your current monthly bill, no change to contract and no change to phone no.
Best option if we need to use our landline

21 FEB Last year – I phoned to request this option, I aksed questions such as do we need a special phone, and can we plug our normal phone into it. I was told no special phone needed, the phone we have would work fine

7th March last year I phoned for an update. Was told high takeup, wait to hear from you.

31 March Web chat much same as above be patient

Beginning of April had a letter apologising for Delay and you would be in touch

Heard nothing until mid December – Update to your switch to Full Fibre & Digital Voice:

Pleased to let you know things are progressing we will continue with processing your switch to FF with Digital Voice. On the back of the letter it said we previously sent you a wifi router hub but we see it hasn’t been connected yet and you would be in touch with the next steps

I therefore made a phone call on 19th December to try to convey we had not had this new router, which ended up in a very confusing conversation, with the guy trying to sell us a new plan, I couldn’t make him understand at all. So I gave up.

This week: Phone line gone dead. Tried web chat. Asked to be put through to Digital Voice team went through hoops after 40 mins, again had to end chat. Just looked back and someone has opened a case – the chat says we understand you have no internet connection! Honestly. I said multiple times our internet is fine I am chatting on a desktop pc, I am on the internet we have a dead phone line . We haven’t been sent the new WIFI hub etc etc.

Please someone tell me where to go from here.

Re: Digital Voice and Home phone not working

Philile-TT — Thu, 05 Feb 2026 14:43:08 GMT

I can assist with running a line test for the telephone to get a resolution to your fault. Are you currently at home?

Re: Digital Voice and Home phone not working

cruiseblogger — Thu, 05 Feb 2026 14:49:47 GMT

Yes, when we ring it we get a strange voicemail saying leave a message, no dialling tone out, cant make or recieve calls. Yes we are at home

Re: Digital Voice and Home phone not working

Philile-TT — Thu, 05 Feb 2026 14:52:11 GMT

Thank you for the information provided.

Re: Digital Voice and Home phone not working

Philile-TT — Thu, 05 Feb 2026 15:47:25 GMT

@cruiseblogger the system indentifies you as a full fibre customer, can I ask that you call them or chat with them using the link below. The oprating hours are: Contact Number: 03451720074

Opening Hours:

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

How to contact TalkTalk Broadband - TalkTalk Help & Support

Re: Digital Voice and Home phone not working

cruiseblogger — Thu, 05 Feb 2026 15:55:39 GMT

It this number specifically for the digital voice team. I need to convey to them that we have NOT had the new router hub. I assume this is why the phone is not working???

Re: Digital Voice and Home phone not working

Philile-TT — Thu, 05 Feb 2026 16:00:19 GMT

Yes, it is.

Re: Digital Voice and Home phone not working

cruiseblogger — Thu, 05 Feb 2026 16:20:28 GMT

OMG all I get is do I want to upgrade, do I want to leave, do I want to speak about a new contract, then it doesnt recognise digital voice