topic Re: Future Fibre Email in Full Fibre

Future Fibre Email

FlameWheel64 — Fri, 12 May 2023 14:30:54 GMT

I received an email from TalkTalk saying my Future Fibre is now ready. I know for a fact this isn't true as we're unable to have the infastructure installed at our address. We're happy with our current out-of-contract Fibre 65 VoIP service & would like to keep using it.

What I wanted to know was: Does this email mean TalkTalk are going to move us onto a Future Fibre deal despite not having the infrastructure available? Or was this just a blanket email sent out to all customers within a certain area?

Re: Future Fibre Email

martswain — Sat, 13 May 2023 01:19:58 GMT

If you have VoIP from TT then you must already have a Future Fibre product !

Re: Future Fibre Email

Arne-TalkTalk — Fri, 19 May 2023 10:16:29 GMT

Hi @FlameWheel64

Thanks for your post, it does sound like you are already on future fibre.

I can look into this, can you please update your community profile to include:

Name

Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

Re: Future Fibre Email

FlameWheel64 — Fri, 19 May 2023 14:17:00 GMT

Hello, thanks for your reply. I've updated my profile, I used the TalkTalk phone number field to input my account number as I couldn't find anywhere else to put it. It would be strange if I were a Future Fibre customer as I cancelled the engineer appointment last year as my property is rented & I never heard anything else about it. Thanks in advance for any help or clarification you can provide.

Re: Future Fibre Email

Arne-TalkTalk — Wed, 24 May 2023 10:34:53 GMT

Hi @FlameWheel64

Thank you for updating your profile.

Your account is indeed showing as Fibre 65 VOIP which is FTTP. (future fibre) , if you called us you could get a better price than the out of contract price you are paying at the moment.

Call 03451720088 and ask to speak to the future fibre team.

Hope that helps.

Re: Future Fibre Email

FlameWheel64 — Sat, 27 May 2023 12:12:25 GMT

Thanks again for your help. I believe what you're seeing is true on your end but I'm almost certain we aren't on Future Fibre. We never had an engineer come over to install anything & the speeds & connection we are getting aren't even close to what Future Fibre promises. I think there's been a mistake from yourselves, is there an email or phone number I could use to get in touch with someone & explain this situation? Thanks in advance for any further guidance.

Re: Future Fibre Email

ferguson — Sat, 27 May 2023 12:25:32 GMT

How is the internet delivered to your property e.g. combined router/modem, separate ONT, or what?

Re: Future Fibre Email

FlameWheel64 — Sat, 27 May 2023 13:41:55 GMT

It's a router connected to a phone jack in the wall, which I believe makes it a DSL connection. I'm not knowledgable about this so I hope that's what you were asking.

Re: Future Fibre Email

ferguson — Sat, 27 May 2023 14:23:57 GMT

OK, that makes sense to me. Other than where does the VoIP bit come in?

Re: Future Fibre Email

FlameWheel64 — Sat, 27 May 2023 14:38:32 GMT

I'm not entirely sure. It just says the current deal is Fibre 65 VoIP on my account page, I've never used the VoIP service to my knowledge.

Re: Future Fibre Email

ferguson — Sat, 27 May 2023 14:40:41 GMT

OK, puzzling. There may be a mismatch on the database somewhere. I have asked the support team to have another look, but bear in mind they won't be back online until after the weekend.

Re: Future Fibre Email

FlameWheel64 — Sat, 27 May 2023 14:48:40 GMT

No problem at all, thanks a lot for your help, have a great weekend. 😀

Re: Future Fibre Email

ferguson — Sat, 27 May 2023 15:22:59 GMT

And you. 🙂

Re: Future Fibre Email

Arne-TalkTalk — Tue, 30 May 2023 12:30:12 GMT

I will check with the Future fibre team

Re: Future Fibre Email

Arne-TalkTalk — Fri, 02 Jun 2023 07:00:48 GMT

Hi @FlameWheel64

The fibre team have confirmed that you are not on FTTP, so we will need to make your billing account reflect this.

I will send this off to the relevant team.

Re: Future Fibre Email

FlameWheel64 — Sun, 04 Jun 2023 15:06:11 GMT

Thanks again for your help, will I get some kind of email or letter about this? Do you know if this will affect my monthly costs?

Re: Future Fibre Email

Arne-TalkTalk — Fri, 16 Jun 2023 11:37:38 GMT

When we find away to fix the account we will let you know ASAP. We will need to manually adjust the bill to your old package price.