topic Re: Fibre 150 and VoIP in Full Fibre

Fibre 150 and VoIP

Sleesey — Mon, 29 Apr 2024 10:09:52 GMT

we need to switch to fibre as working from home is just not happening on snail broadband. However, we also need to be able to use VoIP and keep our landline number - we have really poor mobile phone reception, so not having VoIP is not an option when we switch to fibre. @talktalk 150 suggests that we can’t use VoIP though. Can anyone help - I’d rather not spend hours with the chat bot!

Re: Fibre 150 and VoIP

KeithFrench — Mon, 29 Apr 2024 10:17:54 GMT

You will need to talk to the loyalty department & ask them for full fibre 150 with Digital Voice. They can be contacted on their direct numbers 0345 1725157 or 0330 1278960.

Re: Fibre 150 and VoIP

Sleesey — Mon, 29 Apr 2024 10:29:57 GMT

@KeithFrench That’s amazing news - thanks so much. 😀 will be on the case now to get this.

Re: Fibre 150 and VoIP

Chris-TalkTalk — Mon, 29 Apr 2024 10:39:54 GMT

Hi Sleesey,

Welcome to the Community. I can see that Keith has pointed you in the right direction but please let us know if you need any further assistance from the Community team

Chris

Re: Fibre 150 and VoIP

martswain — Mon, 29 Apr 2024 10:53:42 GMT

My street has recently been cabled by Openreach however TT are not offering VoIP with any of their upgrade options but it seems to be available with other ISPs.

Seems a bit of an odd policy decision.

Re: Fibre 150 and VoIP

Gliwmaeden2 — Mon, 29 Apr 2024 11:53:35 GMT

Current customers always need to specifically ask for VOIP with their full fibre upgrade, so not as advertised for new customers, @martswain.

And who they team up with for the infrastructure depends on the area etc. City Fibre runs through the street outside my house, and Talktalk works with them elsewhere but not specifically here.

I should think we can't even begin to imagine the amount of admin involved in all the contracts for the infrastructure, let alone individual customer arrangements. Gargantuan.

Can't be done all at once.

Re: Fibre 150 and VoIP

martswain — Mon, 29 Apr 2024 12:14:18 GMT

@Gliwmaeden2 I am NOT looking at the "New Customer" pages, I posted what I am seeing in the upgrades page in my TT account and if you re-read my post you will see that it is Openreach that have cabled my street so there shouldn't be any issue with TT VoIP over that!

Quite frankly TT are going to lose existing customers if all they see are data only offers, there is no option on the account pages to specify that VoIP is required.

Very poor.

Re: Fibre 150 and VoIP

Gliwmaeden2 — Mon, 29 Apr 2024 12:32:22 GMT

It's still the case that VOIP is not mentioned but is available if you speak directly to Talktalk, not just clicking through My Account.

Openreach has no deal here with Talktalk for full fibre, despite supplying the local copper line.

It's a totally different ballgame when it comes to Full Fibre, nothing to do with the old copper agreements.

Re: Fibre 150 and VoIP

martswain — Mon, 29 Apr 2024 12:49:47 GMT

@Sleesey apologies for the slight threat hijack, please let us know how you get on.

@Gliwmaeden2 sorry, but you're missing my main point, any customer who is not on this forum and doesn't know better will just go elsewhere if they need a phone service if not offered via the upgrade page.

There is a massive ad on my account offering 900 Mbps full fibre data only but if I go via the Offers and Upgrades page and select the radio button saying I require a landline I get redirected to the usual FTTC offers of inclusive calls, TV etc

Clicking on the full fibre offers there is a warning that there is no phone service available.

@Chris-TalkTalk perhaps you could clarify the company position on this and why, according to @Gliwmaeden2 I may be able to get VoIP by calling customer services even though it is not available via my account.

I cannot test the phone option now as I will be going away for a while.

Re: Fibre 150 and VoIP

Chris-TalkTalk — Mon, 29 Apr 2024 14:46:12 GMT

Hi martswain,

I actually thought that VoIP is available for all customers upgrading to Full Fibre on Openreach but could be wrong. The 'I require a landline' option is for customer who actually require a physical landline (rather than VoIP) because they have a care alarm or medical device that needs a telephone line to function, or multiple telephone extension sockets that they want to continue to use.

If you are thinking of upgrading it's definitely worth speaking to sales to see what they can offer.

Chris

Re: Fibre 150 and VoIP

martswain — Mon, 29 Apr 2024 15:48:37 GMT

@Chris-TalkTalk I am currently on Fibre 35 (FTTC)

The question regarding calls is not as clear as it could be on the upgrades and offers page

Options
Selecting the first two takes me to data-only full fibre packages.

The bottom two take me to a page that shows the usual upgrades for FTTC customers, add TV or call packages, no full fibre with VoIP option at all.

Will have to call and see what is available later this year, I daren't call now in case there is any misunderstanding and they place an order which cannot be completed as I'll be away for a while.

Re: Fibre 150 and VoIP

Sleesey — Sat, 18 May 2024 09:52:44 GMT

Hi - so a little update as I posted the original question. I had an engineer out to check the line as slow broad band was even slower than normal. Was advised I needed to move some electric wires close to my telephone line into the house - not to improve service, but so they would actually look at things. Talk talk engineer agreed though that full fibre is really the only option and that I should switch.

Got electric line sorted yesterday, phoned talk talk this morning to try and start switch to full fibre broad band. They are telling me I can’t have fibre to my property - despite me having a confirmation email from open reach in 2021 confirming it was available. 32 minutes of painful music while the rep tried to look into it more, but who constantly told me open reach fibre at my property was showing on their system as not available. They then went off to try and speak to someone else and promptly cut me off. Beyond furious.

about to look for a new provider after probably nearly 20 years with talk talk, loyalty obviously gets you no where these days

Re: Fibre 150 and VoIP

KeithFrench — Sat, 18 May 2024 12:12:40 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Fibre 150 and VoIP

Sleesey — Tue, 21 May 2024 09:36:15 GMT

Thanks Keith Ive heard nothing - I’ve also heard nothing in relation to the complaint I raised. Just so frustrating. I urgently need to move to fibre, looks like I will have to move to a different provider as Talk Talk are just so unresponsive. Such a shame as up until now I have always had a great service and defended their reputation.

Re: Fibre 150 and VoIP

KeithFrench — Tue, 21 May 2024 09:47:57 GMT

I'll re-escalate it for you now @Sleesey

Re: Fibre 150 and VoIP

Sleesey — Tue, 21 May 2024 14:16:17 GMT

Thank you. I spent over an hour with a chat bit and then a human over chat today looking into this. Apparently my complaint was resolved - which is news to me as I have had not contact, no apology and no explanation! What I have managed to do is get a note on my account to update that I can get fibre- but I need to call to make the switch. Dwelling on whether I should stay or not. Thank you for all your help though and taking the time to support others.

Re: Fibre 150 and VoIP

Arne-TalkTalk — Thu, 23 May 2024 10:12:03 GMT

Hi Sleesey

Your complaint has been re-opened, just so you are aware our ordering system and fibre checker shows that fibre is not available at your address, until that changes and our ordering system is updated we will not be able to place an order for that service.

Sorry.

Re: Fibre 150 and VoIP

Sleesey — Thu, 23 May 2024 16:49:36 GMT

But you’re not sorry and your message just compounds all of the frustrations that I have had with Talk Talk!
if anyone would bother to listen to me, I have confirmation from Open Reach that I can have fibre to my property, I have it in writing, in an email from them. I have offered to share this and indeed included it within my complaint - which was closed without anyone informing me of the outcome. So at least you’ve got one thing right in reopening it!
I also spent over an hour taking with an agent through your chat bot - who also confirmed I can have fibre and told me they had ensured my records were updated to reflect this. So screen shot of conversation.
I honestly give up

Re: Fibre 150 and VoIP

ferguson — Thu, 23 May 2024 18:28:32 GMT

@Sleesey

I do not doubt that Openreach have Full Fibre available in your area. However, it can take time until individual ISPs such as TalkTalk gain access to that and are in a position to offer it on to retail customers such as yourself.

Re: Fibre 150 and VoIP

Sleesey — Thu, 23 May 2024 18:29:36 GMT

Does it take 3 years? Open reach confirmed fibre to my property in 2021.