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New "phone line"

Gareth1986
Conversation Starter
Message 33 of 33

long story short, I called to cancel my service and they said is there anyway we can keep you as a customer?  I said yes if you install a new phone line into my house as it's old. They said yes no problem. I have an engineer visit for the 20th august. Can I get confirmation that I am indeed getting a new phone line and not just an engineer visit to setup broadband (which I already have with talktalk) the old phone line taken out and a new phone line installed? It all seemed a bit quick thats all. Thank you gareth

Gareth wigglesworth
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32 REPLIES 32

Gareth1986
Conversation Starter
Message 21 of 33

It has algae/moss all over it. That is why  iam getting so many errors on my connection. Can't be the cabinet as it's relatively new. And can't be over subscribed as only 7 houses here in the sticks. It's the 43 year old phone line from the pole into my house. Watching Netflix YouTube or Amazon prime buffers. I have posted my stats in the past and people say they are fine. 

Gareth wigglesworth
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Message 22 of 33

It might be helpful to rewind a bit and understand what the issue is and what it is you are hoping to achieve by installing a "new" line. At best I can only imagine this will be the drop wire from the pole to your property, although that may be sufficient to help with any incipient problems. And could of course be repaired if that is indeed where the issue lies without need of a new number. In essence I am confused as to what this installation purports to be solving.

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Message 23 of 33

I have talktalk already. They are sending out an engineer on the 20th august. To replace the line. They know i have talktalk already so why would they send an engineer if it wasn't for a new line. It must be a line replacement as it says in an email that £130 is covered for installation. I just want to know if the openreach guy will pull out the old phone line and install a new one. If not what is the £130 For and what is his purpose coming out. I will go with virgin if it is not replaced, as my contract runs out the day I supposedly get a new phone line. I live in the countryside (a village) and the telephone pole says 1976 on it. But the street was dug up in 2012 for fibre. So the cabinet is 8 years old but the telephone pole wiring is 43 years old pushing 50. It's weird because on then phone I was promised numerous times I would get a new line but on here peiple say unlikely. I'm still none the wiser. I asked on here as I'm sceptical myself, even tho i was promised it. She said all calls are recorded and i took her name. She is from the Nottingham call centre, I put her on loud speaker and recorded her on my gfs phone confirmimg that a new external phone line into the house was being replaced. So I will let the openreach guy listen if he refuses to install a line. If he still doesn't then I'll write to Ofcom/openreach/talktalk with the recording on a usb stick and a covering letter explaining my frustration. All I'm asking for is a 44 year old line be replaced with a new one. Again, why would the openreach guy be coming out if not to replace the line? I have an active line already 

 

Gareth wigglesworth
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Message 24 of 33

Unless the line is faulty it is highly unlikely that the cable will be REPLACED.

 

Is your order actually for a completely NEW LINE and NUMBER or just an upgrade to fibre with a vague promise that the current physical line will be replaced ?

 

Unless you move to a true fibre provider, leaving TT for another ISP will just mean taking that issue with you UNLESS the cable is identified as faulty.

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Gareth1986
Conversation Starter
Message 25 of 33

Very insightful, I'm not too worried tho as I start a new contract on the day I'm supposedly getting a new line, And i have 30days to leave. If it's not resolved I will simply leave. No skin off my nose. I called to leave anyway. Again that's a very insightful reply and I appreciate you taking the time to respond. Gareth 

Gareth wigglesworth
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Message 26 of 33

If I may put in my tuppence worth:-

 

TalkTalk TT Customer services tend to promise the world, but often that turns out very different (many examples over the years on these very boards). They may well change the dropwire, but may also charge you ~£150 (maybe less) - though you'd have to argue this with TT as you've been led to believe they would absorb the cost.

 

That being said and emphasising this was strongly refuted by a commentator on the BT forums some years back, I was under the impression that any non-current-spec dropwire/line was supposed (and I emphasise that word) to be replaced by a current-spec one, but how and under what scenario escape me!

 

By 1970's wire, I assume you mean either two separate bare wires or two insulated 'figure of 8' wires (I think both types used copper, copper-cadmium, or even copper-covered-steel as the conductor material) - not exactly ideal for normal BB, less so for Fibre BB (though one person found they got full speed fibre speeds and no interleaving while having the old-type dropwire!)

 

Be aware, be very aware is my advice to you.

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Gareth1986
Conversation Starter
Message 27 of 33

Customer services who else?  ... I called to leave they said if you stay we will give you a new phone line installation. I had it confirmed by a woman from India and a woman in the UK. But I still want confirmation as it was too quick. For e.g ok no problem we will do that 

Gareth wigglesworth
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Message 28 of 33

Um, where did you find the information otherwise?

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Gareth1986
Conversation Starter
Message 29 of 33

I was told that is what is going to happen. Where did you find that information?

Gareth wigglesworth
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Message 30 of 33

None taken. They are not going to replace the existing line.

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Gareth1986
Conversation Starter
Message 31 of 33

The external phone line that comes into the house is what I want replaced. It's from the 1970s. (Telephone pole wiring) I just want confirmation that it is indeed being replaced. I don't wish to talk about the technicalities. No offence 

Gareth wigglesworth
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ferguson
Community Star
Message 32 of 33

Technically you can install as many "new" phonelines as you like, but they will all come down the existing wiring, poles, ducting etc. it will not change anything in infrastructure terms. It may be that the connections into and within your home could be improved, but that is another matter. I am not sure what you have signed up to exactly, if you want further advice from the TalkTalk support team you will have to wait until they are back online on Monday.