topic Re: Digital voice. in Full Fibre

Digital voice.

jenfedup — Tue, 11 Mar 2025 13:36:19 GMT

I have had my landline switched to digital voice today but there is nowhere on router to plug in phone. So I now have no landline.

I spent 2 and half hours in chat this morning asking for a router with a phone socket and just got passed from department to department with agents who seemed unable to grasp what a phone socket is. I am very annoyed. I spent 3/4 of an hour queueing yesterday on phone to point out no phone socket and the agent then said a new one would be sent before switching. This morning switch had happened and I have no phone. The router is a black one with talk talk written on it.

I just want someway of plugging phone in

Re: Digital voice.

Anonymous — Tue, 11 Mar 2025 13:53:38 GMT

"I have had my landline switched to digital voice today but there is nowhere on router to plug in phone. So I now have no landline"

Do you mean you had full fibre installed with digital voice today or you already had full fibre then asked for digital voice?

Was there no mention of a eero router and digital voice adaptor when you ordered?

Re: Digital voice.

jenfedup — Tue, 11 Mar 2025 13:57:34 GMT

I already had internet etc. I got an email months ago saying I needed to sign up for digital voice or I would be charged £12 a month to stay on copper phone line. So I agreed to that but no mention was made of router or adapter needed. Until I looked day before I presumed there would be a phone socket.

Re: Digital voice.

Chris-TalkTalk — Tue, 11 Mar 2025 13:59:35 GMT

Hi jenfedup,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. 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.

Thanks
Chris

Re: Digital voice.

jenfedup — Tue, 11 Mar 2025 14:05:41 GMT

I have updated my profile for admin

Re: Digital voice.

Anonymous — Tue, 11 Mar 2025 14:06:29 GMT

Someone else in the same boat today the good news is they are having their router replaced -

Digital switch over - TalkTalk Help & Support

Re: Digital voice.

Chris-TalkTalk — Tue, 11 Mar 2025 14:25:18 GMT

Thanks for updating your profile, I've ordered a replacement router, it should be with you within a couple of working days

Chris

Re: Digital voice.

jenfedup — Tue, 11 Mar 2025 14:33:53 GMT

Thank you. I have however just had an email saying one off charge of £30 for WiFi hub? Er you are joking? Am I being charged for a router that works? I did not agree to that

Re: Digital voice.

Chris-TalkTalk — Tue, 11 Mar 2025 14:38:57 GMT

You shouldn't be charged, I'm not sure why you've received that email. If the charge appears on your bill let me know and I'll credit it back

Chris

Re: Digital voice.

jenfedup — Tue, 11 Mar 2025 14:43:14 GMT

Also that email says full fibre only no mention of digital voice. Please can you look into this.. I am utterly stressed out by this now and cannot afford random £30 I have not authorised going out. My package should be fibre + digital voice currently at £27 a month. I really do need this sorting

Re: Digital voice.

Chris-TalkTalk — Tue, 11 Mar 2025 15:09:45 GMT

I've checked the order again and it shows final price £0 so you shouldn't be charged, but as I've said, if you are we'll credit it back

Chris

Re: Digital voice.

jenfedup — Tue, 11 Mar 2025 15:21:27 GMT

Thank you!

Re: Digital voice.

Chris-TalkTalk — Tue, 11 Mar 2025 15:34:59 GMT

No problem 🙂

Re: Digital voice.

jenfedup — Wed, 12 Mar 2025 13:30:28 GMT

Thank you for sending the new box with a phone socket on, It just arrived and is all plugged in and internet is up and running. Unfortunately my phone is still not working despite being plugged in! it is making a purr noise when lifted but when I dial nothing happens! its now not working on either the copper line or the box line. any ideas please? its just a normal landline phone.

also do you want the old box back or can I dispose of it?

Re: Digital voice.

jenfedup — Thu, 13 Mar 2025 09:21:33 GMT

Ok so I have a new box with a phone socket. Internet is working. Phone is still not working. Can neither make or receive a call. I am not happy. Had no phone since Tuesday. Phone is not working on either copper line ( no dial tone) or on digital voice( dial tone but doesn't work) help please! No point going to live chat as they are useless

Re: Digital voice.

Gliwmaeden2 — Thu, 13 Mar 2025 09:38:07 GMT

@jenfedup, staff will catch up with this ASAP as the switch to VOIP probably needs activation at the Talktalk end, now that you have the right router for the phone.

Please return the previous router. If you don't have a prepaid returns bag, staff can send you one.

Re: Digital voice.

Chris-TalkTalk — Thu, 13 Mar 2025 12:07:22 GMT

Hi jenfedup,

I'm sorry about this but the VoIP order is showing delayed. I'll check it again later to see if there's an update

Chris

Re: Digital voice.

Chris-TalkTalk — Thu, 13 Mar 2025 15:32:00 GMT

Hi jenfedup,

The order is now showing complete so could you please retest and let us know how you get on

Chris

Re: Digital voice.

jenfedup — Thu, 13 Mar 2025 15:38:47 GMT

Thank you. Unfortunately the phone is still not working. I have tried dialing from it and nothing happens. Likewise when I call it on a mobile nothing happens

Re: Digital voice.

Chris-TalkTalk — Thu, 13 Mar 2025 15:45:33 GMT

Could you try switching the router and ONT off and leave them off for at least 30 minutes, then switch back on and retest

Chris