topic Re: Digital Voice and App in Full Fibre

Digital Voice and App

Nadeem-Aslam — Mon, 23 Oct 2023 20:26:33 GMT

Hi

Today i had my internet upgraded to full fibre, I have a Hub 2 but i won't be using it as i have a more advanced personal router and will keep the Hub 2 as backup.

The openreach engineer just told me to test internet which we did with Hub2 plugged in to avoid any possible issue, but he never checked if the phone worked. I was hoping to just use the Digital Voice App, but i can't see where to register mobiles etc - maybe as details not updated in my account. Also don't know if i can get a digital adapter tot use with my own router then i could use hand sets or do Talk Talk have list of VOIP phone they support.

On a side note - no fault of Talk Talk the open reach engineer has very muddy boots left mud all over laminate - luckily we'd put down protection on our carpet otherwise he'd have soiled 1100 pounds worth of flooring - i don't know if you can support but i'd like to raise as complaint most engineers. I've ever had either ask if ok to come in with boots or the have protectors they put over their boots.

Re: Digital Voice and App

Chris-TalkTalk — Tue, 24 Oct 2023 07:15:08 GMT

Hi Nadeem-Aslam,

I'm sorry but we don't have a list of phones that we support. Please take a look at the following two help articles and then let us know if you need any further assistance

Digital Voice | What is Digital Voice | TalkTalk

TalkTalk Digital Voice App - TalkTalk Help & Support

Regarding the Openreach engineer behaviour, you can report this directly to Openreach

Complaints policy | Openreach

Thanks

Chris

Re: Digital Voice and App

Nadeem-Aslam — Tue, 24 Oct 2023 07:56:52 GMT

How long does it take for the system to acknowledge the upgrade as my account listed as Fibre 65 and not Full Fibre 65 - also it says We’re sorry but the TalkTalk Digital Voice App is not available on your current TalkTalk package - so i'm assuming it for the same reason as above.

My free upgrade email clearly stated digital voice and a Hub 2 was also sent out - By the way i'd read all the articles already - since My account does not acknowledge the upgrade and therefore i can't register for Digital Voice App and therefore the landline not accessible to me at moment.

Re: Digital Voice and App

Chris-TalkTalk — Tue, 24 Oct 2023 09:48:23 GMT

Have you tried connecting the hub 2 and using the digital voice service via the hub?

Chris

Re: Digital Voice and App

Nadeem-Aslam — Tue, 24 Oct 2023 12:09:51 GMT

Will try latter - but i don't want to use hub long term - it would mean reconfiguring lots of devices plus my router has advanced functionality i want to keep - i'm happy to use the app as i'm deciding not to use your hub - will get back to you.

We will be upgrading your home with a brand new Full Fibre connection that’s faster and more reliable, for free. It will also include our new Digital Voice phone service.

But email stated i'd get digital voice - i'm assuming my account will eventually get updated allowing me to use the app

Re: Digital Voice and App

benny55 — Tue, 24 Oct 2023 12:38:50 GMT

@Nadeem-Aslam wrote:
Will try latter - but i don't want to use hub long term - it would mean reconfiguring lots of devices plus my router has advanced functionality i want to keep - i'm happy to use the app as i'm deciding not to use your hub - will get back to you.

We will be upgrading your home with a brand new Full Fibre connection that’s faster and more reliable, for free. It will also include our new Digital Voice phone service.

But email stated i'd get digital voice - i'm assuming my account will eventually get updated allowing me to use the app

Don’t hold your breath on this.

I am in an identical situation having agreed to an upgrade back in May, still waiting for the Digital Voice App activation process.

See this;

https://community.talktalk.co.uk/t5/Home-Phone/Where-is-the-Digital-Voice-App-selection-option-on-My-Account/m-p/2996635#M155864

Re: Digital Voice and App

Chris-TalkTalk — Tue, 24 Oct 2023 13:44:03 GMT

I just think it's worth trying to make sure that the digital voice service is working OK

Chris

Re: Digital Voice and App

Nadeem-Aslam — Sun, 29 Oct 2023 15:27:39 GMT

I tested the phone on the TT Router and it works fine - but as mentioned i don't use TT router therefore can't plug in physical phone - i know with eero you provide some digital phone adaptor - is there no option to send one of them out ?

My account correctly reflects i'm on Fibre 65 VOIP, but i still can't see option to register the Digital Voice app as per instructions.

Also it appears my free upgrade actually extends my contract that was not clear on email or even mentioned - if i'f know that was case i might have signed upto Fibre 150 not sure if there is VOIP on that service. Really i'd rather not have extended contract but if thats how you do things which is slightly disingenuous i may as well consider an upgrade if the price is right. Which means i'd get eero and digital voice adaptor

Re: Digital Voice and App

Chris-TalkTalk — Mon, 30 Oct 2023 10:55:59 GMT

Hi Nadeem-Aslam,

I think I may know what the issue is with the digital voice app, I'm just looking into it.

Chris

Re: Digital Voice and App

Chris-TalkTalk — Mon, 30 Oct 2023 12:46:25 GMT

Hi Nadeem,

I've sent you a PM to confirm some details

Chris

Re: Digital Voice and App

Chris-TalkTalk — Tue, 31 Oct 2023 10:17:19 GMT

Thanks for answering the security questions. I can see that there's an issue with your My Account so I've passed this to a back office team to have your My Account deregistered, you should then be able to reregister and the issue will hopefully be resolved. I'm not sure if this will resolve the digital voice app issue (I'm hoping it will) but I think we need to do this first anyway.

This can take up to 10 working days but it should be much sooner so could you bump the thread in 72 hours and we'll check how it's going

Chris

Re: Digital Voice and App

Nadeem-Aslam — Tue, 31 Oct 2023 10:31:53 GMT

Ok thank you - so will i likely get an email to say register for my account

Re: Digital Voice and App

Chris-TalkTalk — Tue, 31 Oct 2023 11:07:05 GMT

I don't think you'll get an email but you could just try logging in now and again, when it's deregistered you won't be able to log in and you'll have to reregister

Chris

Re: Digital Voice and App

Nadeem-Aslam — Mon, 06 Nov 2023 13:25:05 GMT

Bump as requested - i can still log into my account as of this morning and still no change or digital app etc

Re: Digital Voice and App

Chris-TalkTalk — Mon, 06 Nov 2023 13:57:36 GMT

Hi Nadeem

How long ago did you check as it's showing 'not registered' now?

Chris

Re: Digital Voice and App

benny55 — Mon, 06 Nov 2023 14:10:25 GMT

I’m interested in the outcome of this as I’ve been waiting for months to get a resolution to an identical situation.

Re: Digital Voice and App

Nadeem-Aslam — Tue, 07 Nov 2023 09:24:39 GMT

Hi Chris

Well it was just 5 mins before i posted bump, but it is unregistered now and i've just reregistered - Still can for life of me find the Voice App register section can you check if it's there or not on your end - happy to go through security if required.

Seems like not only myself but others have same issue too and it's not being resolved

Re: Digital Voice and App

Chris-TalkTalk — Tue, 07 Nov 2023 15:39:48 GMT

OK thanks. I'll look into it and get back to you

Chris

Re: Digital Voice and App

theblackcat — Wed, 08 Nov 2023 13:01:41 GMT

I originally sent @Nadeem-Aslam this as a private message, since I didn't want to bump their thread and potentially delay replies from the staff. But since they've replied back that it worked for them I'll post about it here now too.

When I attempted to access the page to enable the digital voice app from my mobile or my laptop using the Firefox web browser I'd be reloaded back to my dashboard. But after logging in via Chrome on my laptop I could access the page and enable the setting. Then I just needed to click on the set/re-set password button in the app.

You'll find the setting to enable the digital voice app on this page - https://www.talktalk.co.uk/my/voip-app

Re: Digital Voice and App

Nadeem-Aslam — Wed, 08 Nov 2023 13:44:37 GMT

Chris i can confirm the above worked and when i call my land line it and receive it on my digital app- thank you for your support and also @theblackcat for sending me PM

Chris you might want to highlight the issue to development teams or check why the issue occurs and also abit hard to confirm if deregister of my account was part of fix