topic Re: strange conversation in Fibre

strange conversation

essexbloke — Mon, 16 Feb 2026 12:14:32 GMT

I have had an ongoing fault for around 7 days and chats with loads of people on the chat system and still not got any where.

The latest chat earlier the person said that i cancelled my fibre last week and that i can only use copper but it is dead.

she/he said i need to create a new fibre account.......so i said how can i be talking to you then ?

as far as i know we have had fibre for around a year we have a fibre router plugged into the incoming fibre box.

Our copper landline wasn`t working last week.

The router we have doesn`t have a telephone socket ?

Can you please arrange for us to have a router with a phone socket please....... and check if we are on fibre, this is mind blowing ?

Re: strange conversation

Thabile-TT — Mon, 16 Feb 2026 12:31:49 GMT

Hi @essexbloke I'm sorry that you have such an issue with your service. I do see that your package was on Full Fibre. Here I will provide you with the contact details for our specialist department that deals with full fiber.

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

Re: strange conversation

essexbloke — Mon, 16 Feb 2026 12:39:19 GMT

hi, i am really sorry but i have spent many hours talking to these people and nobody has been any help at all. todays conversation was the last straw.

The person i spoke to about an hour ago on that chat has told me that i am on copper still and fibre is unavailable unless i start a new account, who do i belive, it`s beyond me

all i need is a router with a landline phone socket, i don`t mind paying for one.

I see you said was on full fibre....is it cancelled ?

Re: strange conversation

essexbloke — Mon, 16 Feb 2026 12:44:57 GMT

Thanks for your help, that number and chat is an absolute waste of time, that is why i asked you ?

Can you confirm if i am copper or fibre at the moment please ?

Re: strange conversation

Thabile-TT — Mon, 16 Feb 2026 12:53:32 GMT

I appreciate your understanding. However, the team I recommended for you to contact specializes in full fiber and will be able to provide you with the best advice regarding this matter, as we do not handle those packages on our end.

Re: strange conversation

Gliwmaeden2 — Mon, 16 Feb 2026 14:04:38 GMT

@essexbloke, did you previously have full fibre, but with copper "leave behind"?

If so, emails were sent out c a year ago, saying customers would either need to pay an extra £12 monthly, or could simply stop using a landline, and there was possibly another option to upgrade to VOIP with your full fibre? A choice was needed, as otherwise the copper would simply stop.

In the past too, there were occasions where customers didn't realise they needed to specify they wanted VOIP and hadn't added it at the time of ordering FTTP.

The team that worked on the forum till last spring were trained in this, and the answer was the same: you can't just plug the phone into the router and it would automatically work. They did have to set up the whole package all over again.

Re: strange conversation

Thabile-TT — Mon, 16 Feb 2026 14:11:11 GMT

Once again, my deepest apologies for all the confusion. I've reviewed your account and can assure you that this matter is being looked into, as I see there is a formal complaint logged. A manager will reach out to you soon, and all your questions will be answered regarding your previous full fibre package.

Re: strange conversation

essexbloke — Mon, 16 Feb 2026 16:29:40 GMT

It's now 4.26, I have been hoping for a phone call to my mobile phone as my landline no longer works, the number is in my account.

Re: strange conversation

essexbloke — Mon, 16 Feb 2026 16:32:39 GMT

I gave this a thought, that was ages ago and I did agree to everything because I have always wanted to keep my home phone number live for old relatives abroad to ring, we have had the same number since 1962.

Re: strange conversation

Thabile-TT — Mon, 16 Feb 2026 16:39:38 GMT

I completely understand your perspective, and I would feel the same way if I were in your position. I want to assure you that a manager will reach out to you. Sometimes it takes a little while for them to respond, as they are working to determine the best possible resolution before contacting you. In the meantime, I will ensure that your complaint is updated so they are aware that you are awaiting feedback.

Re: strange conversation

essexbloke — Tue, 17 Feb 2026 12:45:23 GMT

And another day passes with no phone call or email, this is now 8 days including the weekend, the chat is useless, they do not understand what has happend.

All I need is my account leaving alone.

A router that works and has a landline socket on the back that works please.

Sounds easy 🤷

Re: strange conversation

Thabile-TT — Tue, 17 Feb 2026 12:50:04 GMT

Hi there @essexbloke I apologize for the delay. I have checked the account, and your complaint was logged. Rest assured, once a suitable resolution is reached, they will reach out to you to discuss it further.

Re: strange conversation

Billx — Tue, 17 Feb 2026 14:02:52 GMT

Hi, @Thabile-TT

On ‎2026-02-16, 12:31 PM, Message 2 of 12, you said,

"I will provide you with the contact details for our specialist department that deals with full fiber."

0345 172 0074 does not lead to the Full Fibre department. So it is not a special number for Full Fibre issues.

It is an alias telephone number of the TalkTalk general telephone number, 0345 172 0088.

So, the customer will get exactly the same choices as calling 0345 172 0088.

And at 0345 172 0088, there isn't a choice to ask for Full Fibre department.

And I don't think the bot would even understand that.

Re: strange conversation

Thabile-TT — Tue, 17 Feb 2026 14:08:30 GMT

@Billx noted.

Re: strange conversation

essexbloke — Sun, 22 Feb 2026 12:20:02 GMT

I must say I have been with talk talk since almost the beginning and stuck up for them when others were leaving in droves.

Any faults were dealt with by you guys really quickly..... This carry on I'm having is making me look into going elsewhere.

I eventually got a new router yesterday, it's flashing red and white every so often.....yes I have rebooted it several times, used the new cable etc.... The landline is still not working and appears to be still turned off your end.

I had a customer in that works for openreach and he said it is something wrong with the fibre, this is what I have said all along.

Tomorrow I will have another try to get someone to understand me.

Thank you for reading my rant

Re: strange conversation

siphosethu-TT — Mon, 23 Feb 2026 07:07:37 GMT

Hi there @essexbloke, I'll investigate this for you and get back to you.

Re: strange conversation

siphosethu-TT — Mon, 23 Feb 2026 07:17:45 GMT

Please confirm if you are currently at home so we can run checks on this for you.

Re: strange conversation

essexbloke — Mon, 23 Feb 2026 07:19:02 GMT

Hi, yes I am

Re: strange conversation

siphosethu-TT — Mon, 23 Feb 2026 07:21:52 GMT

Thank you for confirming, please bare with me while I run a line test.

Re: strange conversation

siphosethu-TT — Mon, 23 Feb 2026 07:30:29 GMT

I'll need you to contact the full fibre team so they can have this looked into for you as soon as possible.

03451720074

Opening Hours:

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

https://community.talktalk.co.uk/t5/FutureFibre/bd-p/FutureFibre