Moving Home VOIP not available - why

[D_ave]

Hi spent yesterday helping an elderly neighbour try to move her existing TT service (customer for 15+ years) to a new home. Currently she has copper broadband & landline. The property she is moving to (just around the corner) has had the landline disconnected. We live in TQ5 which is leading the switch from POTS > Digital. So when we were on the call to the TT Full Fibre team I explained that currently she had a landline but would be quite happy to switch to VOIP at her new home and that the Fibre 65 + VOIP package would be appropriate for her.

The TT agent said that as there is no landline at her new home he could only  offer Fibre 65 Data Only & that she would just have to use her mobile - which didn't go down well.

Having recently switched my own Data Only to Data + VOIP I really can't understand why she can't have VOIP at her new address.

Agent wasn't able to offer any explanation. In the end she has signed up for F65 Data Only, but she realy would like to move her current landline number to VOIP

So why can't she have VOIP ?

[Arne-TalkTalk]

Thanks for the update, let us know what happens after the install. 

[D_ave]

Hi Arne - thanks for the info. We spoke to TT agent again this morning and they clarified that they can't order FTTP & VOIP for a Home Move - instead we have to wait for Open Reach to install the FTTP, then call and ask for VOIP to be added, bit bizarre but we'll follow that process. The agent we spoke to on Sat didn't offer that clarification, instead saying my friend could only have FTTP Data - in fact at one point agent suggested looking at offers from other ISPs - very unproffessional.

Anyway I'm happy that we have clarified things and are hopefully are making progress. OR are installing FTTP 65 on 4 April.

I'm happy now that this thread can be closed - whilst it may have been unusual for me to raise this for a third party, she is 80+, no PC and releys on me for tech advice.

[Arne-TalkTalk]

Hi @D_ave

Did you speak to the homemove team ?, because it looks like a transfer request to plusnet has been put on the line, this may be the new occupants

VoIP is available at that address on ALL packages

The account holder will need to call and ask for the home move team, the transfer command may need to be stopped to allow the current number to be moved to Voip.

[Gliwmaeden2]

@D_ave, all support on the forum is through the thread. You'll see replies to your post on here and will have to keep acting as an intermediary unless the customer posts in their own right.

If there is no landline at the new property, the issue is possibly that it's not possible to do a simple switch, keeping the current phone number, but would have to be data only. Then possibly another upgrade for adding VOIP but not necessarily the same phone number. So it's likely to be more complicated due to the different circumstances. 

It really would be better if you could help the customer log into the community in their own right to communicate with the support team themselves. 

[D_ave]

Hi, I've done that please get support to contact my neighbour directly. Thanks

[Gliwmaeden2]

For your information, @D_ave:

https://community.talktalk.co.uk/t5/Articles/Nominated-user/ta-p/2205256

Staff will respond during the week. 

[Gliwmaeden2]

If you add your neighbour's name, address, Talktalk phone number and account number in Private Notes, @D_ave, the support team may be able to help. That section is near the end of Personal Information in the profile. You'd need to then SAVE CHANGES. 

It's not always possible to help a third party, however, unless they sign up in their own right through the forum, due to GDPR etc. The account holder should really post in their own right, or give you Nominated User status.